07/10/2021
Dear Mercedes Benz team Mercedes-Benz Mercedes-Benz Malaysia Mercedes-AMG Petronas Formula One Team Mercedes-Benz G-Class Mercedes-Benz Research & Development North America, Inc. ,
Ref: CS-2-20059974550
Our company purchased a brand-new Mercedes Benz GLE450 on the 24th of June 2021 from a Mercedes Benz authorised dealer in Klang, making it our third vehicle purchased from Mercedes Benz within these 9 years. The car was hardly used due to the limited travels during the current MCO situation. However, we realised that there were creaking sounds on all four doors, which I believe is some sort of friction sound at the door areas and hence sent the vehicle back to Mercedes so they can resolve this issue. 10 days later, when I collected my car on the 18th of September, the issue was still not resolved. They informed me that they have done some adjustments on the doors, which now, not only still has the creaking sound, but the doors are more difficult to close.
Since then I have sent an email to Mercedes Benz saying that I want to return my car and would want a full refund for it. They then took my car again on the 21st September 2021, to rectify the same issue and till today (7th October 21) it has been another 17 days and I have not gotten any concrete answer saying the issue is resolved. Another email was sent to Mercedes Benz on the 30th September to follow up on our complaint and request for a refund, however all received was a mere a standard email saying that the email was well received and they will look into the issue, and I have not received any reply from Mercedes Benz Malaysia since then to addressing the issues with the vehicle.
My brand-new car with a mileage below 3000km has been kept in your center for 26 days in total with no result. In the 26 days the car was kept by Mercedes Benz, I have still continued to pay my bank loan repayment. Such an issue is not acceptable for a reputable and trusted brand like Mercedes Benz with all the hassle that I was put into, the financial loss and the trust that I have lost with Mercedes Benz.
The Mercedes Benz's authorised dealer informed us over the phone, that they have rectified the issue yesterday. However, we are not convinced that this issue is fully resolved, as we have faced multiple bad experiences with our previous two vehicles purchased from Mercedes Benz. We would demand Mercedes Benz to provide us with an official statement saying that this issue has been resolved and if this problem does arise again, we will have our refund for the vehicle at purchase price, inclusive of accessories that we have spent on the car and interest losses on the loan.
We are truly disappointed with the multiple quality issues we have faced with Mercedes Benz with all our 3 vehicles within these 3 years and there seems to have NO emphasis on having high quality parts on Mercedes Benz parts to justify the inflated prices of their cars. We purchased a brand-new car that was the first batch of the new GLE450 model (CKD) in Malaysia, and had high expectations in terms of quality on a car we purchased for about half a million Ringgit Malaysia. However, with only minimal usage of below 3000 KM in these 2 months, we are already facing an unwanted issue where our brand-new car has been with Mercedes Benz for almost a month, as we continue to repay the bank loan for it.
A truly disappointed customer.
