Star National Automotive Kattameya – Mercedes-Benz

I am extremely disappointed with the service I received from Mercedes-Benz Katameya Service Center. I own a 2024 Mercedes-Benz CLE 200 bought new with a 3-year warranty. With only about 11,000 kilometers the car developed a mechanical problem in the front drivetrain. When I first contacted the Mercedes-Benz hotline, I was told the earliest appointment was two weeks away, despite the seriousness of the issue. Only after I escalated my case to Mercedes-Benz headquarters in Germany did I receive a call, informing me that the hotline representative had been incorrect. I was told cars with urgent mechanical problems should be brought in immediately. After I dropped off the car, I was told that diagnostics alone would take 48 to 72 hours. I requested a courtesy vehicle since my car is nearly new and under warranty, but my request was denied. I paid over 5 million pounds for this vehicle, expecting not only engineering excellence but also the premium customer service Mercedes promises. Instead, I’ve been left without transportation, with poor communication, and little sense of urgency. This experience has fallen far below the standard I expect from a luxury brand. I hope Mercedes-Benz Egypt improves its customer service, communication, and support for customers dealing with warranty repairs. Rating:1 out of 5.
Update: The vehicle has been in the shop for 4 working days with no information. That location Manager Sherif Nabil runs a very inefficient shop and his performance has a lot to be desired. This review is being updated on 8-23-2026. Going into the third week with the car in the shop, I was finally informed that there was a bulge in one of the front tires and needed replacement. I was also informed that a similar tire wasnt available in the same make and size and it is better to replace both tires and I have to pay for the second one. I contacted Lidea the assigned engineer who is most of the time out of the office and received no information when asked about the cost and tire details. This place is poorly run and the shop manager is in dire need of replacement.
August 27 2026, (24 days the car is in the shop) I received a message from Lidia the car was ready. When asked if all repairs were done she said she was going to order one of the parts which needed replacement. No words can describe my frustration!

I would like to extend my sincere thanks and appreciation to all the staff at the maintenance branch of star elwatnya – benz Katameya.

Special thanks to Eng. Isam, the Reception Manager in the Maintenance Department, and Eng. Ledya , the supervisor of the maintenance operations, for their outstanding efforts, professionalism, and the prompt completion of procedures for all customers not just myself.

What truly stood out was the absence of any discrimination or negligence, along with the dedication shown by everyone, including the security personnel at the gate and their commitment to implementing all necessary safety and security procedures.

Thank you all for your hard work and dedication. I pray that your efforts are rewarded and counted among your good deeds.

Thank you, star elwatnya-benz. 🌷