Mercedes Assist breakdown support

<p>Mercedes Assist Complaint</p> <p>I am highly disappointed in the slack behaviour of Mercedes assist. When I bought my vehicle from Stellenbosch dealership in March this year , I was told that it's compulsory to make use of Mercedes roadside assist.<br />As my job requires extensive travelling, I need a trustworthy and reliable breakdown services, who is putting my safety first.<br />However, I was left for 3 hours, no sight of any breakdown services, my safety compromised and such a waste of my time.<br />I had no follow up call during waiting period, to reassure me that help is on its way or to show interest in my safety.</p> <p>This incident happened on Thursday, 25 May 2017 in Athlone, when I noticed that my vehicle front left was flat at about 16h20.<br />I pressed the button indicating breakdown inside my vehicle, received call 17h10 from technician Grant Inglis, discribe problem & confirmed towing services should arrive in 45 minutes time.<br />I also contacted the Mercedes SA call centre, & discovered my vehicle details were incorrect; (CA 866683, C250CDI)<br />I asked Pearl to please load correct details: GLC 250d, my registration CY 115842.<br />After this call, I received sms Mercedes breakdown services should arrive estimated time 18h27,which is already half hour later that promised.<br />At 18h52,no tow truck in sight,& I phoned technician, to find out that there was a misunderstanding at the towing company.<br />I phoned the call centre, as at this stage as I was panicking, call centre agent was going to contact technician herself.<br />I contacted the call centre again, as now I am really frustrated, to hear from all parties there was a misunderstanding & it was well past 19h30.<br />At this stage , as Mercedes breakdown services could not assist me, due to a their misunderstanding, I had to make alternate arrangements.<br />I requested from call centre and technician, to receive a call the next day, to voice my dissatisfaction and what will be my future options for breakdown services.<br />I contacted the call centre again on Friday 26 May 2017, after 11 am, was told nobody will contact me as I cancelled the breakdown services call out & no follow up is required.<br />After this event I went on website to view what Mercedes roadside assistance offer to their clients, turned out I have not experienced any of those promises as a customer.<br />My question at this stage, what is response time in the city?<br />If I am out of town travelling, in need of breakdown services,what will be the minimum response time?<br />So you get left as a customer, to hear some stranger phoning you, " my dear there was some misunderstanding, leave your key at hospital reception, I will get key from them"<br />Who in his right mind would even think to make a suggestion like this.<br />Did I signed up for a third party to give me such pathetic service?<br />I would never imagine my first encounter to request support, would be of such low class.</p> <p> </p>