To
The Customer Complaint Pesonnel; Mercedes Benz International
Subject: Complaint against M/S Shahnawaz (Pvt) Limited; Authorized General Distributor of Mercedes
Benz in Pakistan
Dear Person
I, MIAN GHULAM SARWAR, resident of village Kotla Sheikh Natha, District Kasur Pakistan, am an old customer of Mercedes Benz as I purchased my first car of this esteemed brand during 2009. Recently, I intended to purchase a new Mercedes-Benz C-2000, for which I placed an order (No. 0186700186) with the firm cited above on June 29, 2011, revised on June 30, 2011 without changing specs of the vehicle agreed with the firm. As per requirement of the firm, I deposited a sum of Pak Rs. 1 Million (Roughly equal to US$ 11400) as down payment. I have been in contact with the firm after that till I finally received a letter from the firm that the vehicle is ready for delivery and I was advised to deposit the balance amount, to which I agreed. Thereupon, I visited firm’s showroom on October 4, 2011 to settle the payments and have a look at my vehicle. I was shocked to see that the vehicle shown to me was not as per agreed specs, most importantly; its color. The agreed color, which was also mentioned in all correspondence between me and the firm, was ‘Magnetite Black’ while the vehicle shown to me was white.
When I told the firm that this vehicle is not as per agreed specs, they tried to threaten me and asked me to sign an amendment of our agreement to change agreed specs for accommodating the vehicle shown to me instead of supplying me a vehicle with pre-agreed specs. I, nevertheless, remained steadfast and refused to sign any amendment in agreement despite their threats of extreme consequences, in the presence of their armed guards as a symbol of threat. The firm has gone beyond limits by communicating me that my down payment is being forfeited on charges of not conforming to the agreement on my part. On the contrary, I confirmed to pay the balance amount vide my email in response to the firm’s letter to me informing me that vehicle is ready for delivery. I only refused to pay after looking at the vehicle that was not as per agreed specs.
The objective of narrating above facts, and enclosing all the relevant documents and correspondence between me and the firm, is to bring to your notice as to what kind of customer dealing is being undertaken by the firm authorized to represent an esteemed brand Merced Benz in Pakistan. Fully cognizant of the value that Mercedes-Benz gives to consumer satisfaction, I am confident that you will probe into the whole matter and address my grievances.
Looking forward to hear soon from you.
Mian Ghulam Sarwar Village Kotla Sheikh Natha Tehsil And District Kasur Pakistan
Cell +923008485666 Email: mianghulamsarwar@hotmail.com