Terrible and Unacceptable Service

Honestly, worst customer service by a dealership. If I could give them a zero rating I would. I took my car to the Pinetown dealership on Monday, 30 Jan 2023, to have a faulty wheel speed sensor changed. On the 02 Feb 2023, I contacted my service advisor to get an update on my vehicle and was told that there were no spares available and that she had no idea when the spares would arrive.

I had zero update on my vehicle until I contacted her again on the 09 Feb and she says that she's still in the dark as to where the spares are and when it will arrive. After both my husband and I made our frustration clear on 09 February, it was then determined that according to our SO no., the spares for my car were to have arrived on 02 Feb 2023 but it didn't and my service advisor couldn't be bothered to follow up. I was further promised an update from the Pinetown dealership and have heard nothing since 09 Feb. As of today, my car is sitting at the dealership for exactly 2 weeks and no one has contacted me with an update. I have called and left messages for my service advisor but she hasn't returned my call.

This is terrible and unacceptable customer service. Firstly, by the service advisor who continuously fails to update me and who cannot be bothered to do any follow up. You cannot tell a customer that "you are running blind" and that "your hands are tied". That is unacceptable! And secondly by Mercedes-Benz as a whole for failing to provide proper service to a loyal customer. Am I supposed to wait indefinitely for my car to be repaired? Where is the urgency to provide efficient care and service to your customers?

Unacceptable Mercedes-Benz! I am angry and truly disappointed with you.