Dismal customer experience, Undisclosed damages to vehicle after service

My experience at Mercedes-Benz Sandton has been somewhat distressing.

The interior and exterior of my vehicle was damaged whilst booked in for a service over two days. I was not informed that my vehicle had been damaged upon collection. Had I not taken photographic evidence shortly before booking in the vehicle, I would have not been able to disprove that the damage was preexisting.

Dees Moodley, who ironically holds the position of Customer Relations Manager, was rude, abrupt and unprofessional in the manner he addressed the issue. Whilst he was not directly accountable for the dishonesty of those responsible for the damage, I did not appreciate being told, "I apologised, what must we do now?" as if he was doing me a favour in repairing the damage caused by the gross negligence and lack of care taken in handling my vehicle at the dealership.

Furthermore, I was then offered a courtesy vehicle subject to a client liability of R20,000 excess should any damage be caused. I was then told that this is the risk he(sic) is taking with my vehicle (which is insured) and so I would be liable in event that there is a "windscreen chip or stoning as it costs R15,000 to replace a Mercedes windscreen" in reference to the courtesy vehicle which he didn't have at the time and would need to arrange. Its quite concerning that he would be so quick to refer to this particular scenario (has someone fell victim to this before? why is this not covered under business insurance?) Bottom line is that my vehicle was damaged, I was to be without a vehicle for another two days to have it repaired, and further inconvenienced as I was discouraged from taking up the courtesy vehicle due to this risk. Given the apathetic attitude and unprofessional mannerism he demonstrated, I opted to rather take my vehicle to the repairer myself as I would not trust my vehicle in the custody of Mercedes-Benz Sandton again.

@Mercedes-Benz South Africa, @Sandown Motors, this is not the customer experience to which I've been accustomed as a premium brand or expected from a flagship dealership. I do understand that these mistakes do happen however the lack of transparency and honesty is unacceptable. It is concerning that in this event, those liable get away without consequence or remorse as from what I was told, damages of this nature occur frequently. Furthermore I am most disappointed that a representative of your customer relations management fails to show common courtesy and respect towards your clients.