Customer support is a joke
Dear Customer Care Team,
Your response is a clear demonstration of the points I have previously raised. Regarding the facts of the matter:
For the past year and a half (since I took delivery of the Mercedes CLE Coupé), I have reported through all appropriate channels—first to Mercedes and subsequently to you—that the vehicle suffers from serious quality and safety defects.
At no point has this situation been taken seriously by your team.
On my own initiative, I commissioned a technical assessment by a court-appointed expert. With the assistance of technicians and diagnostic equipment from an official Mercedes garage, it was demonstrated (supported by photographs and error messages from the onboard control unit) that the vehicle has malfunctions originating from a "severe" defect in the main electronic motherboard.
During the joint inspection, your "independent technician" offered no counter-argument, stating generically: "It cannot be ruled out that the system may react excessively in certain situations, depending on the configuration parameters (out of an abundance of caution)." This is an admission that the fault exists, but has simply been reclassified by you as a "configuration for caution."
Therefore, the claim that I did not contact you is false; the reality is that you were unable to provide an adequate response.
Regarding the provision of services: In accordance with our contract, I requested authorization for a routine service, which was DENIED. As I am responsible for the proper upkeep of the vehicle you own, I proceeded to have the service performed by Mercedes at my own expense. Once again, you are either misinformed or not representing the facts accurately.
Ultimately, if the safety of your customers were truly your priority, you would have accepted our proposal.
Sincerely,
Ivano
9 January 2026
Unprompted review
