toban

Just a note to let everyone know it’s been almost 3 weeks now and no callback from customer service on my reference number which they said would take no longer than 5 days?
This is really bad and makes you wonder who heads up this division of Mercedes Benz. The customer service is next to no good.

And, the really annoying thing is, Mercedes seems to be making no effort to correct the problem for all their customers. Customer service is not a priority for them I guess.

Guess they are too busy luring the next customer.

Toban

kvelez

Try it again and this time your complaint is the first ticket didn't get answered. The only time they promised to call me it I got call within hours.

toban

Well, the agent told me they had to send the info to the tech dept and it could take up to 5 days for a reply. Nothing. It’s been 3 weeks. I’ve figured it out for myself but am waiting now to see if they will get back to me and how long. Someone said on this forum you won’t hear from them.

Toban

Sigp232

Try again…..
https://mercedes-benz.custhelp.com/app/ask
Or
Don’t know if there still with MBZ but it doesn’t hurt to reach out.

Executive Contacts
Primary Contact
Christian Treiber
Vice President, Customer Services
303 Perimeter Center North, Suite 202
Atlanta, GA 30346
christian.treiber@mbusa.com

Chief Executive
Nicholas Speeks
Chief Executive Officer
303 Perimeter Center North, Suite 202
Atlanta, GA 30346
nicholas.speeks@mbusa.com

Bombard everyone with emails

toban

Thanks

BACnMercedes

..........just so I can, keep up.

superswiss

In my experience they do eventually respond, but it takes quite a while depending on the issue. Anything they have to send to Germany can take a while before a response comes back. COVID is partially to blame. In the past I had good success with the chat feature, but that hasn't been working for me lately. I've gotten a response on all of my reported issues, and they all got resolved eventually, but they did take quite a bit of time. My live traffic was down for pretty much 2 months earlier this year, but eventually got fixed and they followed up to let me know that they found the issue. Things are a bit in turmoil, though at the moment, as they are busy rewriting much of the Mercedes me connect platform. I recently inquired about the status of various services that had disappeared from the web portal supposedly being moved to the phone app, but hadn't shown up on the phone yet and the following is the response I got within 24 hours. In the meantime the app was updated and the software updates section was finally added, but still waiting for some of the other services such as geofencing etc. to become available in the new app. They are regularly updating the app, though, so it's much better than it used to be with the older app. They need to roll out the store to everyone first as the first models with Mercedes me connect (MY2019) are soon approaching the end of the complimentary 3-years of service, and there is currently no way to renew online.