Gargash - Mercedes-Benz Passenger Cars Service Centre, Deira

I am writing to express my deep disappointment with the service I recently experienced at your repair dealership- Deira. On March 12th at 09:15, I had an appointment with Mr. Waqart for a repair on my vehicle. Despite my demanding work schedule, I arrived on time, checked in at the reception, and waited in the designated area. When Mr. Waqart arrived, he was informed of my presence, but instead of acknowledging me, he continued conversing and joking with the receptionist for several minutes. I patiently waited, yet no effort was made to acknowledge my presence. When he eventually approached me, he inquired about my concerns, and I explained that my 360° camera was inoperative and few other defects. I even provided a picture for reference, but his immediate response was dismissive, insisting that the issue was normal. While I am not a mechanical or technical expert, I was certain something was not functioning as expected. His approach raised concerns about his technical knowledge and professionalism. During our inspection of the car, Mr. Waqart carelessly opened the driver’s door, causing it to hit nearby wooden sticks. This lack of attention to my vehicle’s care was alarming. He then took my contact details, promising to follow up within two days but did not provide his own contact information or a business card. After waiting for six days without any communication, I had to reach out through a mutual acquaintance at Mercedes to request a follow-up. Only then did I receive a call from Mr. Waqart while I was overseas. I asked him to send the details via WhatsApp for convenience, but no message was ever received. Even after seven days, I remained uninformed about my car's status. Upon returning from my trip, I had to escalate the matter to Mercedes Customer Care on March 19th at 14:12 over the phone, after which I finally received a call with the necessary information. As a Mercedes customer, should I have to chase after your staff for basic updates? Is this the level of customer service and professionalism expected from your team? The lack of communication, hospitality, and accountability throughout this experience was highly disappointing. Compared to my past experiences with Ford and Mini Cooper, this was frustrating. Due to Mr. Waqart’s lack of responsibility, I was unable to plan my work effectively, further adding to my dissatisfaction. I brought my car brand new, few months ago and I had to go for repair for these kind of incidents and Mr. Waqart informed me that one of the repair was declined stating it is not under the warranty. (Fix of the frame inside the car) Brand new car but warranties are invalid? I hope Mercedes takes this feedback seriously and implements necessary improvements to prevent such experiences for other customers in the future.

I had an outstanding experience at the Mercedes car service center in Deira. Adil, my service consultant, demonstrated exceptional professionalism and expertise throughout the entire process. He provided clear explanations, kept me informed at every step, and ensured my car was serviced to perfection. What truly stood out was his commitment to delivering on promises, including arranging home delivery of my car as assured. Adil’s dedication to excellence makes him a trusted service provider for anyone seeking top-tier service. I will undoubtedly return and highly recommend him to others.

Lack of professional service. no communication with the customer regarding an update of the service. The service representative told me my car will be ready by 1100 , I am at the service centre at 1330 and still the car not cleaned and I have to wait. If the communication was clear the customer service representative would call at 1100 and advice me with an update but it's a failure from Mercedes side. And no returns of phone calls I called twice to check on the service and the phone representative told me the send the customer service representative 2 email to call me back but it shows how professional Mercedes in Dubai.

My service advisor was Mr Adel at Deira Mercedes Gargash . He did exceptional job . He explained me everything in detail about what needed to be replaced in my car and was very honest . I definitely recommend him

When you pay a premium, you expect premium service. Sadly, that’s not what I got. Let me share my recent experience with Benz after-sales: Engine light came on April 25. Nearest service appointment? One week later. Dropped the car off on May 1. Got a call on Friday May second: it’ll cost XYZ and take 4-5 days. But wait — the workshop closes on weekends. So actual work starts Monday, May 5 and finishes Friday, May 9. When I asked why the labour cost is so high, the agent said: “The nature of the repair takes time.” What about my time? The inconvenience? The rental car costs? I invested in a Benz for reliability and service. This is neither. High labour costs should be matched by high service quality. A Benz owner expects value through courtesy, hospitality, and smooth after-sales service in line with the brand’s legacy. No wonder the brand is losing market share. #CustomerExperience #MercedesBenz #DoBetter #TimeMatters #LuxuryServiceShouldFeelLuxurious