Mercedez Benz South Africa Service

6 October 2020 - vehicle booked for service and brakes. 98196 kilometers. Service was not done. Informed that it is not due yet. Service advisor informed that the vehicle would display a message when the vehicle was due for a service.

23 October 2020 - telephoned Mercedes Me Connect and spoke to an advisor who informed me that I had a leeway of 1500 kms before and after 100 000 to book the vehicle in for a service. The call was via the vehicle telephone and was recorded. The call took place at around 10:50.

On 23 October 2020 the vehicles mileage was 99974 and the on screen display prompting that the service was due still stated that the vehicle was not yet due for service.

26 October 2020 - Vehicle booked for service, allocated date for 29 October 2020.

29 October 2020 - Grand Central Motors informed me that they would do the service under the motor plan as I had exceeded 100 000 kms. I was advised to escalate issue to Mercedes Benz warranties department. The mileage on the vehicle was around 100 300. I immediately lodged a complaint with Mercedes Benz and I was informed that they will pull recordings and revert.

I received no feedback until I was contacted by Buhle on 25 November 2020 and she stated that she took so long to come back to me because they did not have my correct contact details. I relayed the story again to her and she stated that she will get in touch with the service advisor and give feedback. To date I have received no feedback.

I have contacted Mercedes Benz on the following dates: 10 December, 15 December, 17 December and 28 December 2020 and it was only today that I was informed verbally by Buhle that because the dealership did not capture my mileage when my vehicle was booked for the service on 29 October 2020 they will not pay for the service.

I have my vehicle fleet records which indicate the mileage when pouring petrol and when I poured petrol on 23 October 2020 my mileage was 99974 and I again poured mileage on 30 October and my mileage was 100693.

I re**** on the advice from the service advisor who handled my brakes replacement on 10 October 2020 that my vehicle was not yet due for service and that the vehicle will prompt me with a message when the vehicle is due. All prior services were scheduled when the vehicle displayed the message that the vehicle as due for a particular service and the vehicle was accordingly serviced.

I further got advice from the Mercedez Me Connect advisor on 23 October 2020 during our recorded telephone call that there was a 1500km leeway before and after the 100 000 limit.

Mercedez refuses to cover the service. A service which should have been conducted had it not been for the incompetence of its staff.