Mercedes-Benz of Stevens Creek - Service Center

I purchased a CPO 2018 C300 4Matic on 1/15/2022 along with 3 years of extended warranty and 3 years maintenance package. Within 3 weeks of driving it and figuring out the different features of the car, I with 3 years of extended warranty and 3 years maintenance package. Within 3 weeks of driving it and figuring out the different features of the car, I realized that the Dynamic Select button and the auto start/stop button felt rigid to use whenever I used it (hard to press or move it). Also I noticed that the car was getting progressively noisier and especially at freeway speeds. So on 2/11/2022 I called to schedule a service appointment to get the car inspected. They told me that the earliest available appointment was for Mar 16 (5 weeks out). I took that appointment. When I came in on Mar 16, the first service engineer who looked at my car said my front tires were "yellow" and the tread was not in good shape, that may be what is contributing to the increased noise coming from the car. I told him the car is just two months old at this point and 2500 miles driven from when I bought it + it is a certified pre owned, so how is that possible? He said the tires must have met the specifications when they certified it. After this he offered to call a technician and do a road test with the car to determine if that is really the issue. The technician on the road test told me the tires are okay to go for a couple thousand miles more even if they are "yellow" and the increased noise is just an "airflow" problem and that is the case with all 2018 C 300s. Its a design flaw with the car. About the rigid buttons he said that someone must have spilt a drink on the panel and that button panel will have to be replaced and that is not covered by warranty. I told them that the car was barely a month old when we found out the problem and it was this way from the first time we ever used the button - also nothing was spilt on it in those 3 weeks. He said, it is possible the previous owner may have spilt a drink on the panel. I then asked, how was it certified then? He said the service team might have found the problem when they inspected it, but the sales team must have decided that the problem is okay to have and still go ahead with certification. He asked me to talk to sales and ask them to take care of the cost to fix the issue, since my CPO warranty would not cover it. He also told me the estimate to fix the problem is around $700 and I would have to foot the bill if sales refused to fix it - despite the problem being pre existing in the car. When I tried to talk to the sales manager, a person in the showroom told me that the used car sales manager, Iyad was not in office today and to check back the next day. The next day I called the showroom a total of 9 times out of which a person called Shawn answered the phone 4 times, with the other times the phone being unanswered. Shawn transferred me to Iyad the first 3 times and then no one picked up the phone. On my last successful try, Shawn noted down my name and number and assured me he put it on Iyad's desk and that Iyad would call me back. I did not receive a call back. The day after I went to the showroom at around 5 pm and asked to talk to Iyad, I was told he was away for lunch and offered to wait for him in the coffee area. When Iyad finally came, I explained the problem with the buttons and he assured me that he would look into the issue and if there was this problem documented in the original inspection report of the car, they would take care of it. This was on Friday (3/18). He told me that the guy who handles all the reports had already left at 4pm so he would check and get back to me on the following Monday or latest by Tuesday (3/22). I am writing this review on Thursday (3/24) and Iyad has not gotten back to me yet. From my experience the only thing I can say is do not buy a car from this showroom - they certify a car with the bare minimum of standards and my just 3 month old CPO car needs front tires and the Dynamic select button panel replaced. Conveniently the problems they did not fix are the ones not covered by warranty. Also, good luck trying to get someone to answer the phone here or follow up on any issue raised. More