The purpose of this post is to enlighten owners to the shameful care received from MB if something goes wrong and to highlight their lack of responsibility for their product. As most who have been to a dealership will know you are treated like royalty until you have an issue. Below is an email chain with Mercedes Benz Germany and finally Australia. This is a long standing complaint regarding a 2006 CLK 63 with less than 62,000kms and which spent 5 months out of 12 in the workshop. I just want to be treated respectfully and fairly and for someone to take responsibility for a car which was/is a lemon, but as you can see I am still battling for this to happen. I have been threatened with legal action by the dealer, accused of telling "untruths" by MB and am still waiting for an apology and after sending documentation to MB Germany detailing my issues I received the responses below:
Sent: Friday, 27 September 2013 5:15 PM
Subject: Mercedes-Benz CLK 63 AMG
Dear Ms Burch,
Thank you for your most recent letter address to Dr. Dieter Zetsche regarding your 2006 Mercedes-Benz CLK 63 AMG.
Firstly, we would like to thank you for taking the time to write to us expressing your dissatisfaction and experience with one of our authorised dealers and the concerns you have experienced with your Mercedes-Benz vehicle. We confirm that we received all your previous correspondence sent to our Board of Management and after reviewing that correspondence, we felt that Mercedes-Benz Australia/Pacific Pty Ltd was best placed to investigate the matter and respond to you directly on our behalf. We confirm that Mercedes-Benz Australia/Pacific Pty Ltd kept us informed.
We have reviewed your latest correspondence and understand your concerns.
You are entitled to receive a high level of customer service and satisfaction in relation to your dealings with B********d Motor and we recommend you continue your communication with B********d Motor to reach an amicable resolution of your concerns.
Once again, thank you for your letter and we hope that you and the dealer are able to reach a satisfactory resolution soon.
Dr. Roland Komes
Sent: Sunday, 29 September 2013 8:33 PM
Subject: RE: Mercedes-Benz CLK 63 AMG
Dear Dr Komes, it is unfortunate that although you state my correspondence has been reviewed it is very obvious that this cannot possibly be the case.
Not unsurprisingly your company Mercedes Benz again wash their hands of any responsibility for their product and claim that my concerns are with the authorised dealer. Although this is very much the case, my dissatisfaction and complaint is also with Mercedes Benz whether it be in Germany or Australia. As appears to have been ignored, I have also clearly stated and provided documentation confirming that both B********d and Mercedes Australia will no longer correspond with me. As such I would appreciate your input as to how I can move forward and as you recommend ‘continue communication’ with B********d to reach a resolution.
I await your advice.
Good morning, as I have not received any response regarding the below email is anyone able to advise?
[mailto:firstname.lastname@example.org] On Behalf Of email@example.com
Sent: Tuesday, 8 October 2013 4:38 AM
Good Morning Mrs Burch
As advised to your previously, please refer to our formal and final response letter dated 4 February 2013 and our response email dated 27 September 2013 from Dr Komes, Daimler AG Board of Management.
Our recommendation is that you continue your communication with B********d Motor to reach an amicable resolution of your concerns.
Mercedes-Benz Australia/Pacific Pty Ltd in conjunction with Daimler AG Board of Management have stated our position and will not engage in further correspondence with you.
And the latest 9/9/2013 - Mercedes-Benz Australia/Pacific Pty Ltd in conjunction with Daimler AG Board of Management have stated our final position and will not engage in further correspondence with you.
We deem this matter now resolved.
Customer Assistance Centre