Poor cus­tomer care ser­vice

The Star Early Edition - - ASK GEORGIE! -

I AM a 69-year-old pen­sioner re­sid­ing in the North West. On April 26, I took my car in for a ser­vice at Mercedes-Benz Lifestyle Cen­tre Men­lyn in Pretoria.

Dur­ing the ser­vice, the em­ploy­ees scratched my car. They in­formed me and of­fered to re­pair it. I had to drive back to the North West with the car as I had no al­ter­na­tive trans­port that day.

On May 15, I had to drive the car back to Pretoria for it to be taken to the panel beat­ers of their choice. I was given a “loan car” which, I was in­formed, I had to in­sure at my own cost for the pe­riod dur­ing which it was in my pos­ses­sion. I was never in­formed of this un­til I had to drop my car off for re­pairs.

I am al­ready cov­ered by in­sur­ance ser­vices OUT­surance, so I called them for as­sis­tance. I was quoted R1 058.49, which was deb­ited from my ac­count im­me­di­ately. On June 1, a fur­ther R923.71 was deb­ited from my ac­count. The to­tal in­sur­ance cost was R1 982.17, ex­clu­sive of the monthly pre­mium of my car, petrol to and from Pretoria and toll gate costs.

I have in­curred so many ex­penses due to dam­ages caused by Mercedes-Benz. They ought to have been li­able for any ex­penses in re­la­tion to the re­pairs of my car, in­clud­ing in­sur­ance costs for the loan car.

I can­not af­ford all these un­planned ex­penses that were through no fault of my own. Mercedes-Benz is li­able for all the costs in­curred and should re­im­burse me, which they refuse to do.

A com­plaint was sent to Mercedes-Benz na­tional of­fice, where I was in­formed that they “do not in­ter­fere with poli­cies of their branches”. This is bad treat­ment from Mercedes, both the branch and na­tional of­fice.

I am en­ti­tled to re­im­burse­ment. Kindly look into the mat­ter. M Matjila

Newspapers in English

Newspapers from South Africa

© PressReader. All rights reserved.