Mercedes-Benz Sandton - Shocking Customer Experience

Having been one of the first Agility customers from Mercedes Sandown, on the 31st of August I returned my C220 and took delivery of a pre-owned GLC250D and have had a series of back and forths with Mercedes Sandown resulting in an extremely poor customer experience, this is not the type of experience I would expect from a company who's brand is 'The best or nothing'.

Right from the onset there were a number of items that could have been handled better: Only two weeks before my C220 was due to be returned was I contacted by Mercedes to find out what I wanted to do with the vehicle. I personally feel this process should have been started early as I had to reshuffle a number of items around to arrange for discussions with Mercedes and have inspection of the C220 carried out. Once I had chosen the 'new' vehicle, I had requested the pre-inspection delivery report to be provided to me, after numerous requests this has still not been furnished. I also requested all the tyres be replaced to which only the front tyres were replaced. On the day of delivery when going through the finance contract, incorrect numbers had been used and not the ones I had signed on the OTP, which needed to be corrected. There was a dent on the rear of the vehicle which I needed to take time out of work to have a dent specialist come and repair, why was this not done beforehand. There were a number of back and forth exchanges to get the vehicle details, i.e. VIN number etc so that I could update my vehicle insurance. Two days after driving the vehicle, I noticed the AdBlue tank was empty, why was this not checked? Two weeks later and now driving around with a warning message, I am still yet to receive the AdBlue refill. After being promised that the license disk would be provided a few days after taking delivery, two weeks later I have still not received the license disk and had to return the car last week for them to do a roadworthy inspection, why was this not done beforehand? When I returned the car, I was told I would be given a loan car which I was, however it turned out to be a staff members A class which was filthy and full of their personal belongings, unacceptable in my opinion. I also opted in for the 4-in-1 protection package, which I had to return the car to be redone, because the smash and grab film was poorly installed on all windows and had to be re-done. The car care consultant admitted that the job was shockingly done and apologised profusely, however, when I went to collect the vehicle, the second smash and grab installation still had bubbles in the rear window. After being told that the rear window would be redone for the 2nd time, I am still waiting for confirmation when this will be done.

I have informed Mercedes South Africa of my experience and seriously hope something will be done about this. I hope Mercedes SA can appreciate that the series of issues I have had should not have happened and I would like some action to be taken specifically I would like my license disk provided immediately, the rear window film re-fitted, the AdBlue refilled to full, the pre-delivery report provided (and if any serious items are on that report, to be addressed immediately), the rear tyres replace and a suggestion of what Mercedes SA intends to do regarding the time lost and opportunity cost that I had as a result of these events. I personally feel that I should be refunded my money for the 4-in-1 package as a penalty to Mercedes Sandown for the disappointing service.