Urgent Attention Required: Appalling Service Received on 15 November 2024

Dear Mercedes-Benz Sandton Management],

I am writing to express my deep dissatisfaction with the service I received from your dealership, following my car's service on Friday, 15 November 2024. I trusted your team to address the issues I raised during the service booking, but I have since discovered that some of these concerns were not addressed, leaving me frustrated and disappointed.

After the service, I participated in your customer survey and rated the experience poorly. I also requested a call from a Service Manager to discuss my feedback. Regrettably, to date, I have not received any response or acknowledgment of my concerns. This lack of follow-up reinforces my initial disappointment with the service provided.

Today, 20 November 2024, I brought the car back to personally demonstrate the unresolved issues, particularly the persistent and annoying squeaky sound. Instead of receiving a solution-focused response, I was asked to sign for a diagnostic fee before the issue could be assessed. This approach felt insensitive and aggravating, especially considering this problem should have been investigated during the initial service last week.

Additionally, I noticed that the odometer reading was not reset to reflect the post-service status, which is a deviation from the standard practice I have come to expect from Mercedes-Benz. This oversight further undermines my confidence in the quality of your service.

I urge you to take immediate action to resolve the following: Investigate and address the unresolved issues with my vehicle without imposing additional diagnostic fees. Explain the lack of follow-up on my survey feedback and ensure proper communication going forward. Ensure that the standard servicing protocols, including odometer resets, are consistently upheld. As a loyal Mercedes-Benz customer, I expect service that reflects the premium reputation of your brand. Unfortunately, my recent experiences have fallen far short of this standard. Please get in touch with me at your earliest convenience to discuss how these matters will be rectified.