Persistent problems with Mercedes

Dear Sir or Madam

Since February this year, I have been struggling with persistent problems with my car, WDD***R386110.

I urgently need your assistance to escalate the matter to a senior manager.

• The abovementioned car is my third (3) and our family’s seventh (7th) Mercedes Benz. My husband and I drive Mercedes and we have been very loyal customers for a long time. • The above car, 2018 C200, initially did not cause any problems until its 60 000 km service in January. • Since then, the car has broken down continuously and repeatedly. • The car loses power and does not accelerate, followed by a myriad of error messages (Break Assist inoperable etc.). It has been “repaired” only to recur within days of the vehicle being returned to me. The last “repair” entailed replacing the control system – for the second time. The car was returned to me last Wednesday, 3 August. • As unbelievable as it may seem, my car is again not running smoothly. It sometimes does not accelerate and loses power and speed. Just like before; • This is how the problems start every time, and from experience with this problem, I know it is only a matter of time before it will not accelerate and breaks down. • Since the problems started, the accelerator sensor has been replaced, the control system replaced, the wiring redone, and the control system replaced again. It was returned last week, and already there is a problem. Again; • The car spent more than two (2) months in the workshop in total, and I have suffered numerous breakdowns; • During the last breakdown, I received no response from MBSA and had to rent a car for a week at my own expense. • I am truly fed up. I have been stranded next to the road due to this problem, suffered massive inconvenience and was treated badly. • The entire experience since the beginning of the year is in complete contrast to the perception I, a loyal customer, had of the Mercedes brand. • My husband’s practice is in another town, and my children and I rely on my vehicle for transport during the week. The car is unreliable. • There is clearly a problem with this car that has not been addressed over all these months, and I have lost all trust in the vehicle. • The problem needs to be escalated and fully addressed.

The situation is unacceptable and cannot continue any longer.

I trust you will escalate the matter and provide me with contact details for a senior manager at MBSA who can assist.

Regards Haidee Swanepoel