Mercedes Benz SA NO Accountability!!

Mercedes Benz SA – why do you bother having a “Customer Service” Department, when they provide anything BUT! I own a 2008 CL63AMG, which if you check your records, is regularly serviced and looked after. I have in fact owned a number of Mercs as can be seen by my history, all of which I regularly serviced. I usually take my car to Mercedes Menlyn as it’s close to work. About a year and a half ago, I got a message on my car which said “Check the engine oil when next refuelling”. I then took my car to Menlyn and they apparently sorted the issue out... It’s now a year and a half later and approximately R26 000 later and this is still not fixed! After telling me there was too much oil (this by the Service Manager) and too little oil and who knows what myriad of excuses, it was finally decided that the Sensor needed to be changed. When this diagnosis was made, it was said “It’s PROBABLY the sensor”!! I then said I do not want PROBABLY, I want for sure if I am to pay R26 000 for this! Everything I am telling you, you are welcome to check as apparently “all calls are recorded”! I was then assured this was the problem. I duly took my car in to have the sensor changed and paid the R26 000 odd. When I got my car back, the door sensor was no longer working, which was 100% fine when I took it in! I have NEVER in all the years I have had this car, ever unlocked the car – I always just open the car door due to it having the sensor. I immediately phoned Shaun Coetzer (the service advisor I always deal with) and told him the door sensor was no longer working. He assured me it just needed to be put on the computer and be reset. I was obviously not too worried then, and he said I should bring the car in when I had time. I work between Menlyn and Midrand as a consultant, so my time is limited. Needless to say a couple weeks later the oil light came on again! I took the car back to Menlyn and questioned why I spent R26 000 when it was obviously NOT the sensor!! I was assured that when the car was in the previous time, they had not put ENOUGH oil in it. I asked him to sort the door sensor out too. I then got a call to say that the sensor was broken and that I had to pay R6000 to fix it! This sensor was NOT broken when I took my car in!! Mercedes Menlyn must be the worst dealership I have ever dealt with! Naturally it wasn’t even a couple weeks later and the light was on again! I then decided I had given Menlyn enough money and time to sort this out and they obviously had no clue as to what the problem was! This can also be verified by the phone calls as I said this to Shaun who reluctantly agreed they did not know what the problem is. I then logged this issue with Mercedes Benz SA (CS-***), only to have it investigated and be told that I “the customer”, must pay to have a diagnostic run on my car. So to summarise, I the customer need to pay to help Mercedes Technical do their job, which after R26 000 and more than a year of trial and mostly error, they have been too useless to do!!! Added to that, my car is due for a service, so I cannot do anything until this issue is sorted out, nor can I drive my car! Your “customer service” staff (Eunice Sibiya), does not bother to reply to my calls. I have phoned 3 times as I sent a reply to her mail asking for the job cards and also the contact person who investigated and decided on this case. I want to know why after all this, it is deemed to be for my account! After a week and a half and 2 calls later, I eventually managed to get hold of Eunice who informed me that they are NOT ALLOWED to give me the calls or the job cards. Mercedes Benz SA decide it is for my account based on these very things, yet I the CUSTOMER am not allowed to see what you base your diagnosis on!! Customer Service???? I don’t think so!!!! This is the exact reason why people leave Mercedes to buy cars from the 2 other major car companies!! As can be seen by the age of my car, I am in the market for a new car and I was specifically looking at the S series. After this experience, I can promise you that an M8 is looking like a good choice! You lose customers because your service is terrible, as can be seen by the number of complaints on Hellopeter. These are obviously not even bothered with, by the fact that Mercedes doesn’t even bother to respond!! I would like this sorted out. Take RESPONSIBILITY for your lack of service!!!