Sold me a dream

Dear Mercedes-Benz Customer Service,I am writing to express my concern and disappointment regarding the recent issue with the knee airbag on my Mercedes GLB. The airbag is an essential safety feature, and I was surprised to learn that the cost of repairing or replacing it is not covered by yourselves as a goodwill gesture.I would like clarification on the following points:Do you consider it acceptable for such a critical safety component to fail on a premium vehicle like the GLB in such a relatively short period of time?What is the reasoning behind making customers pay for repairs to a system that is designed to protect their lives?As a customer who chose Mercedes-Benz for its reputation for quality and safety, I find this situation unacceptable. I believe safety-related items should be prioritised and supported by the manufacturer. Both my father and brother have been Mercedes Benz drivers and they have always told me how great the mechanical engineering and customer support is, which led me to buy my first Mercedes Benz. The current situation has not filled me with confidence regarding either of these.Please provide a detailed explanation of your policy and confirm whether you will reconsider covering the cost of this repair.I look forward to your prompt response.

Great experience

Firstly, Our salesman Lee is a genuinely pleasant person to speak with.However, we must be honest in saying that the overall service left significant gaps.We were not provided with relevant or comprehensive information about the vehicle. We only later realised that the car is electric, and much of the interaction felt focused on making a sale rather than ensuring we understood the product we were purchasing.In some respects, this could be viewed as mis-selling, as we left the dealership without a clear understanding of the key features of the vehicle—and even found the previous owner’s Bluetooth details still logged in.With past Mercedes purchases, the salesperson would take time to walk us through the vehicle’s features to ensure we were receiving value for money.Unfortunately, this did not happen on this occasion, and the information we did receive was confusing and incomplete.We were also not presented with different finance options to choose from. Instead, it felt as though a decision was made on our behalf simply because I had previously enquired about an old offer. We weren’t given the opportunity to understand what options were actually available.Regarding the contract, we raised concerns at the time, but we were tired and wanted to wrap up. The feedback we received afterwards felt dismissive—as though the message was simply, “It’s done; we don’t deal with this anymore, contact the finance company.” There were clear discrepancies between what we were told by yourself, what the contract is saying and what the finance representative explained. It felt rushed, and not focused on providing the correct service.We only learned some details after signing, including:* the actual price of the car* the fuel/energy type* that the vehicle is electric/hybrid online when we got home* that the contract chosen may not be the suitable for us which we highlighted* and we were not even offered a test driveOverall, it came across as a “take it or leave it” approach.Additionally, I became frustrated when my own details—which I provided solely to retrieve a past offer—were instead used for my husband’s paperwork. This demonstrated a lack of attention to detail.To be completely honest, with the overall experience; Yes we didn’t plan to buy a car but we needed one hence we came to you in the first place but, It felt like we had to extract information rather than being guided properly through the process, and too many key details were only pointed out after the fact or left for us to discover ourselves and or we will never know…And since we are not comfortable we now need to figure out who our DDR is with and pay the bill off. Which is our only way out.

Do you guys sell left-hand side drive?Sent from my iPhone

I am writing to raise a formal complaint regarding the service I received today during my booking for wheel tracking alignment. My appointment was scheduled for the 11:00am–1:00pm slot, and I made it clear that I urgently needed the vehicle completed on time as I had to return to Redditch to pick up my disabled son from his care setting. Despite this, at 13:20 my car was still on the ramp, and it was not finally released to me until 13:50, nearly an hour past the agreed time.This delay caused significant stress and left me unable to collect my son on time. This is completely unacceptable given the circumstances that I explained when booking. I relied on your stated time slot being honoured, and the lack of communication and disregard for the urgency of my situation caused a serious inconvenience for my family.I expect an explanation as to why my appointment overran so substantially, why I was not informed or updated during the delay, and what steps you will take to ensure this does not happen again. I also expect appropriate compensation for the disruption and distress caused.I look forward to your prompt response.

I was 95% way through a deal with the team, and was just awaiting the deposit link to confirm my interest, and I specifically asked when I’d be able to collect as I was off work a couple of days later and would be travelling from Bolton to collect, in which I was told, the employee would be out the car by the end of the week. About 40 minutes later, I was contacted back to tell me there was an issue with the deal and that because the car I was interested in was a company car, I couldn’t have it until January 2026 as the employee would be without a car until she received a brand new one in January. I was then told, if I did want the car, I would be able to re-enquire in January, however the car would be the exact same cost, even though the mileage would obviously be up as she would continue to use it. I just think the whole situation was badly communicated, the company lost out on a cash payment for the sake of an employee not having a new car to drive (surely there would be something on site for her for the sake of 6/7 weeks). I was offered absolutely no incentive to put a deposit down for January, felt very much like they weren’t bothered about my business/interest as they knew the car would be highly wanted regardless of my interest.

Good service unfortunately it was out of my price range maybe another time

Subject: Follow-Up on Customer Service Experience – Mercedes-Benz StourbridgeDear Andrew,Thank you for your response and for looking into my concerns.As previously mentioned, my experience relates to the Mercedes-Benz Stourbridge dealership. The vehicle registration number for my car is GV19 PKX.To provide a bit more context, I was initially contacted by an agent from the Stourbridge branch regarding the possibility of upgrading my car, given that I had been on a PCP agreement for over two years. I expressed interest in potentially finding cheaper deals, as I felt my current monthly payments were too high. However, after this initial contact, I have not heard anything back, despite waiting for almost a month. This lack of follow-up and transparency led to my frustration and subsequent review.I would appreciate it if you could look into this matter and ensure that my concerns are investigated thoroughly. If any further information is required, please don’t hesitate to let me know.Thank you for your attention to this issue. I look forward to response.Thanks.Daninder rai

Kelsey Knox very helpfull and knowlegable