Warranty service

I booked my car in for a service on 21/04/2022, however I was informed that I would have to pay for the service due to my service plan having expired. It was also explained to me that I did not do enough mileage on my car, and therefore even if I had brought my vehicle in for a service before the expiry of my service plan, the service would still have not been honoured. Mercedes did not notify me at any point that my service plan was expiring and I needed to bring my car in before said date. My car notified me on 14/04/2022 that I had 30 days before my service was due. This means I was well within this time frame when I took my car in for the service.

I lodged a complaint with Mercedes on 21/04/2022 and as of today, 5 June 2022 (46 days later), I have still not received any correspondence nor acknowledgement of my complaint from Mercedes. Over the past month I have made countless calls to the headoffice and sent many emails following up. No email was ever rep**** to, and each call was met with the same line ("We apologise and we will get the case manager to respond"). This is still not true. Each time I called I was also informed that the email response was drafted and they were awaiting for approval before the email could be sent. Does it take 46 days to approve an email?

For such an expensive brand the service is absolutely disgusting. It's no wonder Mercedes is losing so much of their market share to rival brands. The service i have received is truly disappointing, more so when I consider how much i paid for my vehicle. Based on this experience I would definitely not recommend purchasing or upgrading to another mercedes.