Poor Customer Service - Mercedes Benz 92 Rivonia Road - Your latest Flagship!!!

I have been a Mercedes Benz client for the last 8 years. I have always had impeccable service from your Bryanston branch during this period. Unfortunately your HQ decided to close the Bryanston branch and merge it with your new flagship dealership in Sandton 92 Rivonia Road. According to me, the first mistake as you did not take any of your customers living in the North of Johannesburg into consideration. My engine light came on and I was advised not to drive the vehicle on Monday 13th May. I immediately phoned the branch, held on for 10 minutes got cut off 3 times trying to be transferred from the CR Manager, to the Service Manager to a Technician. I was finally transferred to Road Side Assist. Johan came to my rescue 2.5 hours later only to find that his recently "updated" diagnostics machine could not pair with my vehicle and I actually had to drive my car to your dealership now situated in 92 Rivonia Road which is a great concern for me as your manual stipulates that one SHOULD NOT be driving your vehicle in this case as we were not sure of the extend of the damage at the time. I then booked my vehicle in to be serviced or check out. At 3pm that afternoon I had to phone the dealership to obtain the status of my car and was informed by Dwayne the Service Advisor that they haven't looked at my car as yet and will only revert on Tuesday. On Tuesday I proceeded to phone again to establish the status of my car, once again to actually try and get someone to answer the phones was a challenge and then being cut off again trying to locate someone with information was an absolute frustration. I finally left a message for Dwayne to please call me. I then received a call at 3pm to inform me that the vehicles thermostat was faulty and this need to be replaced however the vehicle is still on the diagnostics machine and should be ready today, Wednesday 15th May. I once again attempted to phone the dealership this morning to try and obtain information about my car and experience a huge delay with your phones being attended to and to speak to my service advisor and had to leave a message to receive a call back from Dwayne. I may not be one of your top end customers but I can tell you one thing for certain your new flagship branch that must have set you up for Millions will NEVER ever see me again. I suggest you address the following points as a matter of urgency as you will be seeing a major decrease in your customer base should you not action on this immediately: 1) Provide extensive training to your switchboard staff to take calls and make sure they transfer calls properly and that the switchboard is manned properly as this is your first customer interface 2) Have remote phones available for your Service Advisors 3) Take your Northern Suburbs customer base into consideration by opening up your branch on a Saturday morning to drop off vehicles, as traffic in Sandton is a nightmare 4) Train your service advisors to provide feedback to customers on a regular basis 5) Make your customers feel like you have their best interest at heart