Eunice N

bad customer service from Mercedes benz constantia kloof

I took my car to Mercedes-Benz Constantia Kloof on the 20th of June for repairs. Nigel called me on the 21st of June to give me an update regarding my car and said he would send everything to my insurance, which he didn't. I then called the dealership on the 24th of June to follow up, but still no feedback was received from the consultant Nigel. On the 25th of June, I called the insurance to find out what was missing, and I was advised that nothing was sent. They were going to close the case/claim if nothing was sent. I then called and sent an email to Nigel and advised him. He responded and said all documents would be sent by close of business that day, which he still didn't do. I always have to follow up with him as he doesn't send the required information to the insurance. I haven't had a car for the past three weeks, now going on four next week Thursday. He doesn't seem to care. He only managed to send the required documents two weeks later, on the 5th of July, because I had lodged a complaint with MBSA, which also has not been of any assistance to my complaint. The lady by the name of Busisiwe who was dealing with my case was off sick, which I understand, but the two consultants Precious and Nthabiseng have been so unhelpful and useless. I had to always call and follow up with them. I have not received any call from Mercedes-Benz SA until today when Busisiwe returned to work. What's the point of having a customer service consultant if they cannot help customers? It's ridiculous. This is by far the worst service I have received from Mercedes-Benz. I need this to be resolved ASAP. What upsets me the most is when I asked why my documents were not sent, he said they had been short-staffed and he was the only consultant working in front. That is insane. Now, we as customers need to be inconvenienced because of a lack of staff from Mercedes? They have no sense of urgency, and as a result, I am being affected by all of this. What annoys me the most is the fact that I have to wait for over four more weeks as the parts need to be ordered from Germany. And when I tell them that I need a courtesy car, I am told that my car is out of warranty and MBSA can't assist, and the dealership says they currently don't have any cars available to assist me. This is so pathetic, really. Mercedes-Benz knows nothing about customer service. I will never, ever recommend this brand to anyone because they don't live up to their values of putting customers first. I cannot survive for two months or more without a car as that car is my only means of transportation, and I have a daughter who goes to creche every day, and I work far from home. How am I expected to move around? This is ridiculous. You are not putting your customers first and don't care about customer service. I need someone to call and assist me urgently. I am upset to the core!