I am sending this e-mail to you looking forward to your support as currently, I am in a horrifying state with the service of my local Mercedes service center (Gargash Enterprises, Sheikh Zayed Road branch). This is regarding my Mercedes Benz C200 Avant-garde 2008. I had purchased this car through a private seller in 2010 and he had in turn bought it from our Mercedes dealership in U.A. E GASRGAH Enterprises.
About 3 months ago, when I tried to switch on my car normally, it wouldn’t start and the steering wheel got locked. I had taken it to a Mercedes specialist in UAE to check it as I had heard horrifying stories about GARGASH Service center where they rip you off your money by claiming unnecessary costs. The Mercedes specialist had told me that the ignition switch needs to be replaced, he would reprogram it after he receives it which needs to be ordered from Germany and would take approximately 15 days, it would solve the problem. (cost of the ignition switch-2800 aed, programming cost-600 aed without discount). However I had called Gargash enterprise to inform them about the problem in order to get an estimate. They had asked me to just get a check of the problem in their service center and get an estimate as sometimes the problem could only be a minor one as advised by the other specialists outside Gargash. As I wanted a fast recovery. I had taken it for to their service center On 12 nov. (Many had adviced me not too.) They had called after 2 day saying that the parts have been removed by the Mercedes specialist outside and would need to do a complete check in order to check for the control units not to be damaged, (cost for the check up 650 AED).
I was NOT surprised and felt that now the whole famous Gargash rip off is going to begin. I however gave a go ahead and told them to check everything and let me know what would be the exact problem. 10 days later they came back to me saying we have checked all the control units and are perfectly fine and they would just need to go ahead and replace the ignition switch along with the programming key and then re program it with their software and that would solve the problem.
Below is the mail mentioning the exact costs of the parts and labour from Gargash service center, stating this is the only problem and I would be receiving my car after 15 days. Although the costs were more, I just wanted to receive my car ASAP so I thought I would go ahead with security.
They had asked me for my passport copy to order the parts from Germany, I had given it to them, I did not receive any call or follow up from them for a week, I had called them to check on the progress, to my surprise they told me the visa copy page will be expiring so we need the new copy. I was furious saying no one ever followed up and you all slept on the job where every day I have been struggling without a car adding up to my costs as my work is in Abu Dhabi and i live in Dubai. After a month of failing to get the parts done I had contacted the warehouse manager Mr. Tracy and written him an email which is attached below asking for help and compensation, Gargash had provided me with a rent a car to compensate, After a few days passed no one called me again, I used to wonder why would it take so long to order a part which they promised in 15 days even though they had slept on the job a month has passed by. Then I got a call from them stating the programming key ordered is not responding to the system as in Germany they did not program it accordingly so they need to re order it. I told them just get my car fixed as soon as possible. They came back after a day again saying a fuse has been damaged and it would cost an extra 1500 dhs, I understood where this was going and told them to fix my car as I was going to take this matter up to the higher authorities. Today being 25th of January I have still not received my car. I had got a call from them yesterday 24th January saying they have bad news and the steering mechanism has to be switched (WHICH COSTS 7800 AED), I was horrified, I was so furious after months Gargash kept coming to me by adding costs from 4000 aed to almost 15000 aed. When I had given the car to Gargash enterprise I repeatedly asked them after check up if there could be something else that would come up as u have done a complete check up, they had assured me that this is only the problem and ignition switch has to be replaced where as the steering wheel mechanism and ignition switch cannot go wrong together it has to be either of them.
I have heard umpteen number of such stories in Gargash service center where they use a car as guinea pig do tests on them, fail and end up spoiling the parts and put the blame on the customer. My car is no guinea pig. I have been suffering majorly emotionally and financially due Gargash enterprise.
I completely disagree and fail to accept with the new costs added to my car as Mercedes being a premier brand Gargash enterprise would have had test parts to check for the complete check up when I sent the car on 12th Nov and they came back to me with a solution of the ignition switch only to be replaced, today they have come back with so many parts and labor. They have taken my car as a hostage just like they do to many customers who have the same horrifying story. They have spoiled the parts and trying to recover the rent a car costs which they have provided me. I had to always follow up with Gargash for my car, I never used to receive any calls from them, when I did they would wake up from their sleep and tell me they don’t know where the parts are and they have no tracking system for it, they have ordered wrong parts, spoiled more parts in the process and now taking me and my car as hostage.
I also know the kind of lame back up they would come up for their defense saying I did not service the car in Gargash while I got it done outside at more experienced, and care taking Mercedes specialist outside at little lower costs then what they charge. And also that the ignition switch was removed when I had provided it to them from the Mercedes specialist, they tried to be smart with me but I had told them to check every single part and unit and tell me the damage and solution, that’s when they came to me saying only ignition switch is to be replaced along with the ignition key and everything will be working and there is no damage done. But today is a different story by the way they have been failing.
A very good and strong example of the situation I am in today by letting them take care of my car is a solid defense for me today with what im facing with them. As a authorized service center of a premier brand I had a little faith in them. As they had all the facilities to check my car and provide me with a solution once and for all. But true to the customers experiences they had with gargash I am in the same horrifying situation, the reason why I am using horrified so many times is because I am in a state of shock with the costs and their service.
I would kindly request you to look into this matter with top priority. Please help me to get out of the agony I am facing since more then three months that hopefully you will restore my confidence in Mercedes and remove the doubts that I am currently having that I did a wrong investment when I switched to the Mercedes brand in 2010. Believe me, I am totally dissatisfied and started to feel that I am doing the wrong investment when I am buying cars of the Mercedes brand, especially that I am planning to do another big investment in a new E300 car model However, I am giving you and myself the chance to see if this bad performance is due to the Local Company and that the International Company will be capable and interested to correct it, satisfy and retain its customers.
Awaiting your positive and immediate reply.
Thanks and best regards,
Mohammed Ismail Khan
Sales and Marketing
Emirates Float Glass LLC,
PO Box 8869, Abu Dhabi, UAE
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