Pathetic Service: Wonderboom Mercedes-Benz

This complaint is with regards to the service experience on Friday, 18 February 2022.

I took my car in for service at Mercedes-Benz Wonderboom, in Pretoria, I received the 1st call from the service consultant ***), Helen Nakedi, at 15:19, to inform me that my vehicle is now going into the workshop. She assured me that the vehicle would be done at around 5pm and that she’d call to confirm once it was ready. I had also reported that my PDC was not functioning, she said she would call me back to let me know the outcome of the diagnostic test. No call was made out to me. She also forgot to inform me when my car was ready.

At 17:50, I received a WhatsApp message from Helen’s cellphone asking if I am still coming to fetch my car, the dealership is closed. I immediately responded that I had been waiting for her all along, understanding that there could have been delays since they started late to work on the vehicle. I then called the dealership 3 consecutive times, with no answer, at 17:52, 17:54 and 17:56. I then called Helen on her cellphone. She informed me that the dealership is locked, I must tell my cab driver to turn back. In the conversation, she was rude and unprofessional, it was appalling. Since I needed to travel the next morning, I insisted on getting my car back, so after much persistence, she forwarded me the service manager’s contact number, then blocked my number.

I had to call yet another cab to take me back to the dealership, and received my car at 18:50 from the manager, Stefan Jones.

Stefan promised to look into the matter and contact me back on Monday morning, 21 Feb 2022. He also took my sensor back with the service documentation that I signed. As at 2 March 2022, I have still not heard from him. The PDC sensor had to be replaced, which he showed me that they need to have it painted before fitting into my car… they have forgotten that too! So the work that needed to be done is still incomplete and the management cannot give feedback, but I guess they forgot.

The dealership still does not offer shuttle services “due to covid”, which is a poor excuse. Other Mercedes-Benz dealers have reinstated this service long ago, such as Constantia Kloof, to name one. Customers must rely on e-hailing services, which have proven to be unsafe and unreliable in South Africa, particularly to female passengers.

Regards Mpho ***