Terrible inconveniencing service

Dear Mercedes-Benz

I am currently at the receiving end of terrible service from you.

My car sustained a tyre puncture on the N12 from Wolmaransstad to Klerksdorp. My car is a 2019 C200 coupé with run-flat tyres. The car, as per your design, does not come with a spare tyre.

I contacted Mercedes road side assistance and spoke to Nonhlanhla Ngobani. She arranged a tow truck driver who arrived within 1 hour of her arranging it.

I am a medical doctor who is due to report for duty on Monday 7 December 07:30am at JST Hospital in Rustenburg.

I asked Ms Ngobani how soon I would be able to get my tyre replaced so that I could be on my way back to Rustenburg today. She said Mercedes Benz shall only be able to replace my tire on Monday morning because the Klerksdorp dealership is closed. This was confirmed by Christo Hoepfner the service manager of Klerksdorp Mercedes Benz. So she said I would have to leave my car in the Klerksdorp Mercedes Benz dealership until Monday; and have it the tyre replaced then. On Monday I need to be in my hometown of Rustenburg ready to report for duty in an already short-staffed hospital.

Ms Ngobani promised to organize a rental vehicle for today (05/12/2020) so that I could get back to Rustenburg - but this failed.

I asked that she organizes for the towing company to take my car to Rustenburg so that my issues may be resolved there - with some convenience for me at the very least. Ms Ngobani confirmed with her manager Adolf Jonker that Mercedes Benz WILL NOT do this.

So essentially Mercedes Benz has told me that from 17:00 on a Friday until 07:00 on a Monday - if you get a tyre issue anywhere in the country , you are stuck there with no possibility of getting the tire replaced. This is unacceptable and not befitting of the brand I thought I bought into.