Mercedes Benz leave their customers stranded

I am currently working in Tianjin, China and will only return to South Africa at the end of July 2018. My Mercedes Benz's key need to be replaced and since mid April 2018 the vehicle is unusable. According to Mercedes Benz my husband is not allowed to complete the documentation on my behalf due to their policy of eliminate the "******** element". The problem is the following. Firstly, my husband work on a weekly basis outside Pretoria and this is our only reliable vehicle. Secondly, except Mercedes Benz's totally unwillingness to take our situation under consideration, if I return at the end of July 2018 their is a possibility that the key will not arrive before I have to return to China. In the mean time, I will not have a vehicle to my disposal and this Mercedes Benz also do not care about. Thirdly, I have to complete the documentation in person and not scanned copies will be accepted. If I post the documentation from China, I will arrive in South Africa before the documentation. Furthermore, in China they do not verify documentation at the Police Station, thus sending original documents from here will be a fertile exercise. I have send my first formal request on 26 May 2018 to Mercedes Benz, and after resending this message 7 times, they only responded on 18 May 2018. Nearly one month later. I have comprehensively written my problem to them, but they keep informing me about their policy and the ******** element. No solutions are provided for our dilemma. I proposed numerous solutions, but they do not even want to discuss nor take this into consideration. I hereby want to inform any existing or prospective Mercedes Benz owner of the following. (I) They will not inform you that if your vehicle keys broke, it needs to be imported from Germany on your cost when you buy a vehicle from them. (II) They will not take merit cases into consideration, nor are willing to provide superior customer satisfaction as they put in writing or advertise. (III) They will totally not care whether you are inconvenienced or not and I quote: "whilst at the same time every effort is made to ensure that these processes do not impact too heavily on our valued customers". (IV) They will not care whether you are stranded nor not. (V) They will not care if your family have to rely on unsafe vehicles which pose a safety problem on the road, whilst you own a reliable vehicle which you cannot drive due to their "******** element" policy and I quote: "We continuously strive to improve these processes in an effort to stay ahead and curb the "******** element" . (VI) My case clearly indicate that the following is totally false: "pride ourselves in offering a superior customer experience". I only receive a first response from Mercedes Benz 23 days after I have formally send my request. (VIII) Mercedes Benz will indicate the following in their communication to you and I quote: "We would like to assure you of our commitment to resolving this matter". This is also nonsense. I was told come back to South Africa, complete the documentation, you will most probably not receive your key during you visit to South Africa and then when I asked if my husband will be able to pick up the key no answer again. This is a totally unacceptable situation without any workable solution from Mercedes Benz. We were planning to buy a new Mercedes Benz this year, but after this terrible experience, serious thought will be given where a presumably reliable motor manufacturer, priding them on service leave their customers stranded and the only solution is their policies and ******** elements. In the end the owner feels like a ********. I will gladly provide any other Mercedes Benz owner or prospective owner with my documentation and records of this case which is still unresolved if it can assist you to make a decision to buy a Mercedes Benz or not.