Pathethic Service Delivery from Mercedes Benz SA

I am writing this to convey my disappointment with my experience I have received from Mercedes.

I purchased a Mercedes A200D amg in 2021.

On the 9th of Jan 2023, a engine warning light came on (this was not the first time since purchase please check service data)....and the fan started making a loud noise, I had contacted Mercedes and they had advised to take the vehicle in. I had taken the car in to Merecedes Bryanston, Johannesburg, immediately. The service advisor at the Brystanston branch in Johannesburg then turned me away and said they are too busy and cannot attend. I then contacted Mercedes SA call centre and they had advised me that a technician will be sent out. The call centre phoned me over 3 times to confirm that the car isnt under warranty. Mind you i bought the car in 2021 brand new with full service warranty etc. They has put me under so much stress when they kept insisting the car isnt under warranty so I kept calling until someone found the proper records.

Finally they sent out a technician and he said that the Nox sensor has to be replaced and to take the vehicle back to Bryanston. We then spoke to the Manager and he said that we must leave the vehicle there and they will source the part. I required my vehicle the next day as I was mean to drive down to KZN for an emergency situation. They could not sort out my vehicle in time and could not authorize a car hire due the fact that they did not know if the part could be sourced locally.

I had then received a call the next week saying that the part would need to be ordered via Germany and a car hire would need to be arranged. The Car hire was also a disappointment as the agent messed up the delivery address and this caused a three day delay. I have had no feedback from Mercedes to inform me about the arrival of the part unless I call in to enquire.

They then respond with they do not know when the part will arrive and they cannot track this. I have been without my vehicle for more than 30 days now with no timeline/ETA as to when it will be ready. My vehicle is a premium vehicle and I would expect the dealer to keep parts or source them quicker than three weeks. I cannot convey my disappointment enough and expect much more from Mercedes. I am still expected to pay a full vehicle installment for a vehicle I do not know when I will receive back. I would expect to be compensated and updated for the terrible inconvenience.