Mercedes Benz South Africa

Complaint Regarding Ongoing Noise Issue – Mercedes-Benz C180 (2021 Model)

I drive a Mercedes-Benz C180, 2021 model. About a year after purchasing the car, I began to notice a noise coming from the front wheels. I took the vehicle to Mercedes-Benz Stellenbosch, where I was told that the issue was caused by the tyres and that I needed to replace them. I did so, and while the noise went away temporarily, it returned shortly afterward.

When I went back to the dealership, they drove the car only around the yard and claimed they could not hear anything. The noise continued to get louder, so I returned once again and insisted that they drive with me for at least 2 km. During that test drive, the staff member clearly heard the noise. He took the car in for inspection, and afterward I was told the noise was due to feathering of the tyres and that “there is nothing they can do” because the tyres were still in good condition.

I then contacted Mercedes-Benz Customer Care to report the issue. Customer Care contacted the dealership, who at first denied that I had ever been there. I returned to the dealership, and only then did they admit that they “do not record such cases” and therefore had forgotten — later acknowledging my visits to Customer Care.

Despite all of this, both the dealership and Customer Care concluded that I have only two options: 1. Replace my tyres again, even though they are still in good condition, or 2. Continue driving the car with the noise.

Below is the response provided to me by Customer Care, summarizing the dealership’s position:

“Kindly see below the feedback we received from Riaan: Hi, Yes, the customer was here. I explained to her that because of the design of the suspension and the sharp turning angle, this causes slight feathering on the front tyres. I also explained that she has narrow and wide tyres, so they cannot be rotated from front to back. On normal cars with the same size tyres front and back, the wheels can be rotated, which prolongs tyre life and reduces the chance of feathering when rotated frequently. I did not say her tyres are new. I said that the tyre tread depth is still good.”

This explanation makes no sense to me as a customer. I cannot accept being told that to avoid the noise I must continuously replace tyres that are still in good condition. This is completely unreasonable for a premium brand like Mercedes-Benz.

At this stage, to say that I am unhappy with Mercedes-Benz South Africa is an understatement. This matter will not end here — I will be seeking further advice, including publicly sharing my experience.

This was my first and will be my last Mercedes-Benz purchase. I will never buy a Mercedes-Benz again.