Poor service: Road Assistance

I have an electrical breakdown with my Mercedes Benz on 19 May 2015.I phoned Emer. Road Assist. approx 13:45. Gave my details, locality etc. Operator promised assistance within 45 minutes. After 1.5 hours no help arrived. I phoned again. Operator told me my report not on system. Promised again to sort out my problem. After 1.5 hours still no help.I phone again. Operator told me my problem not on system but will report back. After 30 min no feed back. I phoned Mercedes Benz Constantia in Roodepoort. Worshop manager promised to find out problem at Call Centre. He told me my report not registered on system. He promised to take over and will send a technician immediately. Within 25 min. technician from Constantia arrived and sort out my electrical problem. I sent an e-mail to Mercedes Benz complained about the poor service. No feedback from them to date. If this happened to me and my family on the open road, we would have been hijacked or killed. I am very upset from the poor service I received from Mercedes Benz.This is my first Mercedes Benz vehicle after 28 years with BMW without any problems.