Pathetic Service

Hello

Mercedes-Benz Constantia Kloof

---------- Forwarded message --------- From: Trishnee Thumboo <thumbootri****mail.com> Date: Thu, Apr 13, 2023 at 7:52 PM Subject: Fwd: JL51ZNGP To: Inbound Email SouthAfrica 1 <***>

Good day

Please urgently refer to the below and assist.

Regards, Trish

---------- Forwarded message --------- From: Trishnee Thumboo <thumbootri****mail.com> Date: Wed, Mar 29, 2023 at 4:42 PM Subject: Re: JL51ZNGP To: Carike Calitz <***>, Inbound Email SouthAfrica 1 <***>

Good day

Its now a week later that I brought the car in for a service and was given commitment when collecting the vehicle by the service manager that he will review the pictures of the vehicle when it was brought in for just the sunroof to be lubricated and he committed that feedback will be provided and to date no feedback has been given.

I’ll make it very clear again when the car came in for the sunroof it was fully operational and was opening and closing but slowly. I don’t think I need to give the history again as per above however I don’t understand Mercedes has declined the claim 3 times when the issue was caused by Mercedes. The only conclusion I can come to you is that you’ll have not given sufficient information when the claim was submitted.

As I stated last week Wednesday that your service at this branch is extremely pathetic especially managers who make false commitments and others who done even return your calls.Unfortunately the Mercedes brand is being tarnished because of this type of service level.

I would appreciate if Mercedes South Africa can get involved instead of me going back and forth with your *********** team.

I have been more than patient and accommodating over these past few months.

Regards, Trish

On Thu, 16 Mar 2023 at 18:14, Trishnee Thumboo <thumbootri****mail.com> wrote: Hi

Yes,on Wednesday (22.03.2023).

Thanks

On Thu, 16 Mar 2023 at 17:03, Carike Calitz <***> wrote: Sensitivity - Operational

Hi Mrs. Thumboo,

Can we book it for next week rather?

Kind Regards,

Carike Calitz Service Advisor

Mercedes-Benz Constantia Kloof

T: +***0 | ***| www.motus.co.za

Cnr Hendrik Potgieter & William Nicol Road, Roodepoort

From: Trishnee Thumboo <thumbootri****mail.com> Sent: Thursday, March 16, 2023 4:58 PM To: Carike Calitz <***> Subject: Re: JL51ZNGP This email originated from outside the Motus network. Please use discretion with the content or any links in the email. Hi

Please advise if I can bring in the car tomorrow.

Will this be for the service and the Sun roof?

Regards Trish

On Fri, 03 Mar 2023 at 18:08, Trishnee Thumboo <thumbootri****mail.com> wrote: Good evening

I will be available on Monday the 13.03.2023 and will be there @ 08:30.

I’m in Cape Town the whole of next week.

Regards, Trish

On Fri, 03 Mar 2023 at 15:24, Carike Calitz <***> wrote: Sensitivity - Operational

Dear Mrs. Thumboo,

Trust you are well.

I understand your frustration and apologies for the inconvenience caused.

Kindly advise if it will be possible to bring the vehicle on Tuesday 7/3/2023.

Kind Regards,

Carike Calitz Service Advisor

Mercedes-Benz Constantia Kloof

T: +***0 | ***| www.motus.co.za

Cnr Hendrik Potgieter & William Nicol Road, Roodepoort

From: Trishnee Thumboo <thumbootri****mail.com> Sent: Friday, March 3, 2023 12:46 PM To: Carike Calitz <***>; *** <***> Cc: Dave Rivett <***>; Vicky Louw <***>; Denver Thumboo <***> Subject: Re: JL51ZNGP This email originated from outside the Motus network. Please use discretion with the content or any links in the email. Hello

It is extremely disappointing at the current service that Mercedes-Benz are providing to its customers ,especially when the customer must continuously phone in to find out on progress. My vehicle is currently overdue by 2400 km’s and it is awaiting the A4 service due to the part shortage .My concern is that we now need to travel and how safe is it for us to use this vehicle to travel far distances and use it daily.

My other concern is that in November 2022 the vehicle was taken in to lubricate the sunroof ,it was fully functional but was slow when opening .The service consultant at that time was Nishal ,unfortunately I have no idea what the technicians did on the sun roof because when the car was returned the sun roof can no longer open. It was then accessed again, and Nishal submitted the claim to Mercedes-Benz. Again, no communication and after numerous calls, in January2023 , I was notified that the claim was declined only to be told that it will be re-looked at when the car is brought in for service whenever that is going to be. I must now be responsible for *********** staff at Mercedes-Benz.

I left numerous calls for Dave,Nishal and even spoke to Vicky (who was supposed to get back to me but did not, I called and left a message as well again).This is not a service that should be provided by a brand like Mercedes-Benz.

Regards,

Trish

On Tue, Feb 21, 2023 at 10:23 AM Trishnee Thumboo <thumbootri****mail.com> wrote: Good day

Please provide an update on the below.

The mileage is already over 1****m. Can you not get the part from another branch?

Regards, Trish

On Wed, Feb 8, 2023 at 10:41 AM Carike Calitz <***> wrote: Sensitivity - Operational

Dear Mrs. Thumboo,

Trust you are well.

As per our telephonic discussion earlier.

My apologies for the delay in getting back to you.

The service items for your vehicle is still on order.

I will advise once parts arrive.

The motor plan will not be affected as we will use the original job card on which the parts were ordered on.

When the vehicle returns for the service, we will then have another look at the sunroof again.

Kind Regards,

Carike Calitz Service Advisor

Mercedes-Benz Constantia Kloof

T: +***0 | ***| www.motus.co.za

Cnr Hendrik Potgieter & William Nicol Road, Roodepoort