Shameful Service

Good afternoon.

I trust you are well.

I would like to express my utmost disappointment in Mercedes as a whole. I have sent my car in for Service on the 21 December 2022. After Dropping my car off at the dealership ( Mercurius Motors – Polokwane ) 7:30am, I have not heard a word from the dealership the entire day till I had to phone them at 5:00pm. Where I was told my car could be collected. Upon my arrival I was informed that they did not have the parts for my vehicle to be serviced and that they were only able to replace my vehicles oil. They apologised for my car not being washed either because someone took it out of the valet line. I was told that the parts for my vehicle will have to be ordered and then I will be booked for another service date. But I have to pay the entirety of the service Invoice before they will order my parts. I did that gladly and was told that due to stock take at Mercedes stock will only be dispatched the 1st week in January 2023. Walking towards my vehicle I noticed and oil leak coming from under my car. They took it back, had it lifted and saw it came from the Sump plug/*****. Wiped it off and stated that is was due to the car not having a wash. Taking their word for it I left the dealership. The next morning I had my insurance provider over to install a tracking system. When they opened the hood of the vehicle I noticed that the dealership did not fill the radiator fluid. Which was basically empty. I called the dealership and was told that the mechanic forgot to top it up, but I can swing by later to have that filled.

Being on my way to Cape Town I did not mind the wait for the parts for the vehicle will be stationary during my time away and I would only return the 1st week in January 2023. Upon my return to Limpopo I made numerous calls to the dealership regarding the parts and was told that there is a problem with the parts being Dispatched to Limpopo from Gauteng, another time I was informed that they are unable to get the parts for my vehicle.. for a car not even 5 years old they cannot get parts?. I have informed them that the oil leak persisted and needs to get sorted out. A couple of calls to the dealership afterwards went unanswered and I received a message from the dealership stating that my call has been missed but I will get a call back as soon as possible. No one called back. A week later (31.01.2023) I phoned and got through only to be told that the lady that is supposed to assist me is on holiday. Spoken to the Service manager and he said he will make a plan to get the problem resolved. No Luck. Got a call on 08.02.2023 stating that the parts will be here on 11.02.2023 and I will be called on 20.02.2023 to schedule service. No Call received and I phoned them on 21.02.2023 to inquire. I was told that the Sump plug/***** was not arrived. Was told that the part was ordered on 16.01.2023.

I phoned ***on 24.02.2023 to try and get answers myself from somewhere higher up and was told that I will get feedback as soon as they have spoken to Mercurius motors Polokwane. I asked to be sent a mail to be kept informed on the progress. From this, I have not received one Call not Email in this regard to date. You want to be seen as a reputable company and this is the way you treat your clients.

Well done, you should be so ashamed of yourself you could actually be proud of your achievement.