Regret buying a Mercedes-Benz (lack of customer service)

So we have a challenge with Mercedes - my car is booked in and awaiting parts. In the mean time I was told that I would get a courtesy car so that I am mobile. I have been waiting now over 2 days for the call from the care hire company to receive not the car but their terms and conditions. Each time i call Mercedes i get told i am part of the list and there is a HUGE backlog that they need to see to first. So as Mercedes Benz South Africa you have just one service provider for courtesy cars? My other car is a BMW and BMW South Africa has never provided a slack service like this.