Sunroof shattered without any cause and Merc wont even look at the footage.

I had the unfortunate circumstance where the sunroof of the C220CDI just shattered into thousands of pieces while driving. I took it to Sandown Motors Sandton where they told me because it was 2016 it was not covered in the warranty. I escalated it to customer service where they would look at it. I got a call from Lance Mooney who is the customer service manager who was very abrasive, not helpful and denied any accountability for this. My large concern is that I have a dashcam footage with audio and photos, he didn’t even send an email or request my version which proves there was no neglect from my end. I was simply driving and it crashed while closed. No investigation was even contemplated despite mentioning the proof I have and a very poor attitude that says he is mandated by the top to not assist in regards to glass without even investigating further. He refused to let me escalate this further into Mercedes Benz and said I should take it to the Ombudsman as he is not willing to help me.

To me this is a blatant insult to someone who spends a lot of money on a vehicle and then not even willing to look at the evidence (photos & footage) of what actually happened. I have been a loyal customer and bought 2 Mercedes Benz in the past 4 years. This is not going to the shop to buy a consumable but rather a 5 year commitment and to have this handled in this manner was truly appalling.

I then had to try so many times to get to the customer relationship manager who then declined it due to the following reason

"Such a snug fit will transfer a certain structural force or load on the various mounting components. These forces are, however, accommodated within the design parameters of the related carriers and mounting points. It is not inconceivable, therefore, that during a sudden, catastrophic failure of a large glass panel such as a sunroof, consequential damage may occur to the sunroof sliding rails or other adjacent components through a release of kinetic energy. Accordingly, such damage to adjacent parts is considered consequential, and unfortunately is not covered under the terms and conditions of our Warranty and Maintenance contract."

from the video it BLATANTLY shows zero neglect when driving and this was just some poor excuse to not cover what is clearly a manufacturing fault on the vehicle but hiding behind some clause. To add insult to injury it costs R52 000 from there dealership to replace a piece of tempered glass where when you buy the car its less than R20 000. This just a money making strategy from a company who is NOT interested in helping its loyal customers.