I contacted the “Head of Global Service” in Germany. He replied that he would assign the case to a representative in Atlanta. After that person had my complaint for 3 weeks, he wrote an email asking me “what do you want me to do?”. I said call the dealership and find out what’s going on. Unknown whether he did. The last reply I received from him and the man in Germany was advising me that since the car wouldn’t start, they were unable to find a “code” that would help diagnose the problem! That’s when the Service Director at the dealership said she would experiment and try a new “computer module”. Who knows if they installed anything because a car owner has no way of confirming the repair was even made. It was after that work on a Friday, that on Tuesday it was towed in again because this time the car started, but would not drive because it was signaling that the parking break was “on” which it wasn’t. That’s when my serviceman said the technician had made a mistake in programming the computer module. Now, even if I got my money back, there are no new Porsche’s, BMW, or Audi convertibles available. Plus, the used car prices are all inflated by 20% -30%. I’m stuck. Now, whenever I park, I do so to allow room enough for a tow truck.That is unacceptable! I would advise you to contact Mercedes -Benz in Germany, they usually do not stand for such abysmal customer service.
The contact details are below, and personally I would write a detailed account of the problems with your car and the treatment that you have received and send it using the FAX number. Unless you are a fluent German speaker, the FAX option is sure to get you noticed.
Service / Mercedes me Support.
Service hotline (Mercedes-Benz Customer Assistance)
00800 9 777 7777
(daily from 9 a.m. to 6 p.m.)
+49 (0) 69 95 30 7255
Mercedes-Benz Customer Assistance
Center Maastricht NV
6201 BL - Maastricht