Called MBUSA to complain that dealer had crashed my $200K Mercedes in his shop causing tens of thousands in damage and I haven't heard from anyone in management at the dealership about the accident. Just a call from the service assistant that the car would be late because they smacked it. My calls to the dealer went un-responded. When I called MBUSA for assistance the MBUSA Customer care agent did not know what an SL model was and obviously knew little to nothing about autos in general. She promised to get back in 24 hours but did not as of 22 hours later . When I called she had yet to speak to anyone at the dealership, knew nothing of the accident other than what I had told her and asked me " well what would you like Mercedes to do about this"? I said that I'd like to know why a car being repaired was driven by someone who left it in reverse running inside a repair shop allowing the driverless car to smash into a pole? Her response was that she would move it "upstairs" for handling and they would reach out in 24 hours. No call again. When I reached out they said it had been moved to the dealer for handling....the same dealer who crashed the car and hadn't even called me back yet. Did she really believed I called MBUSA so they could pass it back to the dealer for handling? It turns out that's all these people do. MBUSA customer care is a call center loaded with unknowledgeable personnel who haven't the foggiest idea of anything automotive let alone the Mercedes line they represent. Their mission it seems is to frustrate the complaint by burying it into a series of calls with long hold times where they pretend to be doing something but really just have you on hold with elevator music hoping you'll hang up frustrated and go away. When they come back on the tel line they actually ask , "are you still there" and if so (to their surprise) have no new info. They even forget the details of case because of the long hold time and need to be reminded who is on hold. All of this needs to go to competition. This info needs to go to BMW. Lexus, Cadillac. Audi, Infiniti to prompt one of them at least to use it as a competitive weapon. All the competitor has to do is playback MBUSA customer care calls. Every long term Mercedes owner has had a likely encounter like this and any quality auto maker promising to have an informed customer care group that's responsive and HAS CONTROL OVER THEIR DEALER NETWORK WHICH MERCEDES DOES NOT, would easily win these customers over.