Dear Mercedes-Benz Customer Service,I am writing to express my frustration and disappointment regarding the service of my Mercedes-Benz CLA, which I purchased in October 2023. When I contacted your service department in October or November 2023 to inquire about servicing the vehicle, I was informed that a service was not required for another year. Based on this advice, I did not pursue a service at that time, trusting the guidance provided by your team.However, now that a year has passed, I recently contacted your service department to arrange the scheduled service under my service plan. To my surprise, I was informed that I had missed a service that should have been conducted in February 2024. As a result, I am now being told that I need to pay for certain parts, which is both unexpected and unjust, considering I followed the advice given by your staff, and that the car was serviced in October when I brought it.I am deeply concerned about this situation for the following reasons:1. Miscommunication: I was explicitly told by your team that the next service was not due for a year. Had I been correctly informed, I would have ensured the service was completed on time.2. Service Plan: I have a service plan in place that I expect to cover necessary services and parts. Being asked to pay additional costs due to an oversight that was not communicated to me is unacceptable.3. Customer Experience: This experience has significantly impacted my confidence in the service provided by Mercedes-Benz. I expected a higher standard of communication and customer care from a brand with such a strong reputation.Given the circumstances, I kindly request that you honour the service plan I have without charging me for the additional parts, as the missed service was a direct result of the guidance provided by your staff. I believe this is a fair resolution, considering the situation was out of my control.I look forward to your prompt response and resolution of this matter. Thank you for your attention to this issue.Yours sincerely,Reece CapembaRF70CUO CLA premium plus 2021
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