Mercedes-Benz Centurion – Is This Really “The Best or Nothing”?

I am extremely disappointed with the customer service I received from Mercedes-Benz Centurion today. I took my Mercedes-Benz in for its service, as I normally do. Usually, I am provided with an Uber voucher to get to work and return to the dealership to collect my vehicle.

Today, I was offered a driver who would take me to work. Before leaving the dealership, I specifically asked the driver whether I would be collected from work later when my car was ready. I was told YES.

Based on that confirmation, I left the dealership.

This afternoon, when I needed to collect my vehicle, I was suddenly told that the service was one-way only.

Excuse me? 🤔

I specifically asked before leaving. I was given an answer. Now, when I need to get back to the dealership, I am left without transport.

I tried calling Mark and Norman, both managers, for assistance. My calls were ignored/not answered. I explained that I had no means of getting to the dealership. The response was essentially that they would wait for me.

I was literally prepared to WALK to the dealership to collect my own vehicle.

This is not about an Uber. It is about communication, accountability and basic customer service.

I am a loyal Mercedes-Benz customer and someone who has actively supported and promoted the brand. I am part of a group of ladies with Mercedes-Benz vehicles Huns With Mercs on Tik Tok, and we regularly showcase and promote the brand for FREE. I have also been involved in charity work connected to the community with the same group.

We give the brand free exposure, proudly drive the vehicles and support the Mercedes-Benz name — yet this is how a customer is treated when she needs assistance?

Mercedes-Benz markets itself around the philosophy “The Best or Nothing.”

Today, I experienced the opposite.

I have also contacted Mercedes-Benz South Africa because I could not get the assistance I expected from the dealership.

Mercedes-Benz Centurion, is this genuinely the level of customer service you believe your customers deserve?

I would like a proper explanation and accountability from management and Mercedes Benz SA