Supposed contaminated diesel - Mercedes-Benz SA refuse to pay

<p>On 31 October 2016 after my 2011 C200 CDI experienced rattling/vibrating noises and black smoke and sparks coming out of the exhaust, it was transported on a flatbed truck to Mercedes-Benz Bryanston (note that I did not choose the dealership). Daphney was appointed as my service advisor and informed me after a couple of days that the diesel needs to be sent away for testing as the technicians suspected contamination. She informed me that it will take 2-3 days for the results to come back. After 3 days, I contacted her again as to enquire about the lab results and was told it will take much longer. I was not happy with her answer and was put through to Paul, the customer/client service manager. He confirmed that it will take longer than 3 days (after being told that it will take 2-3 days by Daphney). I then insisted to deal with Eric Calverley (service manager) instead of back and forth with Paul. A week and a half later I finally received feedback that the lab results came back as 'clean'. Eric informed me that he is baffled by the outcome of the lab results as the damage to the car indicates diesel contamination. I was confused as lab report results reflected diesel as not contaminated. Eric mentioned that the kind of damage indicated that paraffin in the diesel could have caused for this but the lab results were going to be sent to Mercedes-Benz SA (MBSA) Technical to conclude a result. To be noted that Eric never called me back when he said he would and the fact that lab results reflected no contamination of diesel and his confusion about it, caused for me, to at this stage, call the dealership and asked to speak to the Dealer Principal, and was told that Bryanston doesn't have one, but that the person in charge is Alex Boavida. I informed her of the unacceptable service received from Eric and the lab results confusion. On 18 November 2016, Eric called me to inform me that MBSA Technical has concluded that due to contamination of diesel, substantial damage to my car was visible and the cost (for me or my insurance) was R126k. A detailed quote was sent to me on my request (in Word and editable). That same day I asked Eric how MBSA Technical could have come to this conclusion without any proof from the lab that the diesel in fact was contaminated and asked for the technical report to be emailed to me. His response was that the report is confidential. How can the report be confidential?? I am the legal owner of the car. I insisted that the diesel be re-tested for paraffin. Eric's response was 'I suppose I would have done the same if it was my car'. I have recorded the whole conversation on the 18th with Eric. On 21/22 November I contacted Alex and expressed my disgust at the service received from MB Bryanston to that date. She agreed that they would re-test the diesel again. At this stage I started to involved my insurance company Santam. On the 18th, I also contacted MBSA Customer services (Ref no. 1- ********** 241) and spoke to Linda. After telling her the whole story to date, she informed me that it will be escalated to Paul at Bryanston. What use is that as I have not heard a word from him?? Over yet another 2 week period, I had to nag Eric for responses on my follow-up emails. He would eventually after me asking for yet another response, reply by answering to one of my questions but not the others for example. Corresponding with him is like pulling hen's teeth. Important to note is that Alex, Paul and Daphney have been copied on all email correspondence. One would think that Paul who is Client Service manager and Alex (in charge of the dealership) would have picked up a phone to contact me during this over 4 week ordeal. On Friday 2 December 2016, after yet again having to follow, I was sent the outcome of the second lab results, together with a report from MBSA Technical. The report (bearing in mind this is the second report I have received), were sent to me as a Word document. Sanlam was mentioned as my insurance company, when it is Santam, but worst is that both reports have been sent to me in an editable format....Unprofessional!!. And guess what....lab results reflect no contamination but MBSA report indicates that 'metal and dirt' are evident in the diesel and that they will not foot the bill for the repairs of R119k. No idea why a difference from the quote I received om 18 November of R126k. My issue besides the complete lack of professionalism from Eric....1. Previously I was told that MBSA Technical department suspected paraffin in the diesel. How did they now come to the conclusion that it was metal and dirt? I get the impression that they will say anything to ensure the damage is for my account. 2. Given that the second sample shows the same results as the first sample, why was the report from MBSA Technical department w.r.t metal and dirt not shared at the time of the first sample test. 3. What does metal and dirt actually mean? In the mean time this mess is being dealt with by my insurance company as well. Highly unprofessional service from Alex B, Eric C, Paul.</p> <p><br /> </p>