Mercedes · India

Mercedes customer care and complaint escalation, India

Mercedes customer care

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  1. ComplainLog it once, in the app.
  2. EscalateThe app tells you when and where to escalate next.
  3. ResolveTrack it until it is closed.
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Also in the app

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How to escalate a complaint with Mercedes

If the first response isn’t good enough, here’s the path to a resolution.

Mercedes-Benz India offers multiple customer support channels including a toll-free helpline, email, and a dedicated Grievance Redressal Officer. For unresolved issues, escalate through the company's internal grievance mechanism and then to India's consumer protection authorities.

  1. Contact Mercedes-Benz India Customer Care

    Reach out via the toll-free helpline or email for general inquiries, complaints, or support. This is the first point of contact for any issues.

    Toll-Free Helpline
    0008000501888 Available Mon-Sat, 9am-7pm
    Customer Support Email
    cs.ind@cac.mercedes-benz.com For customer support inquiries
    Customer Connect Email
    customerconnect@mercedes-benz.com Alternative email for complaints
    • Keep records of all communication, including dates, times, and reference numbers.
    • Clearly describe the issue and desired resolution.

  2. Escalate to Grievance Redressal Officer

    If the issue is not resolved by customer care, escalate to the Grievance Redressal Officer for formal complaint handling.

    Grievance Redressal Officer
    abhishek.kaushik@mercedes-benz.com Name: Abhishek Kaushik
    • Provide all previous correspondence and details of your complaint.
    • Mention that you are escalating after unsatisfactory response from customer care.
    We can draft this escalation for you →

  3. External Escalation via Consumer Protection Routes

    If the company fails to resolve the issue, approach India's consumer grievance mechanisms: National Consumer Helpline or the Consumer Commission under CPA 2019.

    National Consumer Helpline
    1915 Toll-free helpline for consumer complaints
    National Consumer Helpline Website
    https://consumerhelpline.gov.in Online complaint registration
    • File a complaint online or via the helpline with all supporting documents.
    • If the matter involves financing, you may also approach the RBI Ombudsman.
    • For vehicle safety defects, you can report to the Ministry of Road Transport & Highways.

Tips for a stronger escalation

  • Always keep a written record of your complaint, including dates, names, and reference numbers.
  • Be clear and concise about the issue and the resolution you expect.
  • Give each level a reasonable time to respond before escalating.
  • Use email or written communication for formal complaints to have a paper trail.
  • If you have purchased through financing, check if the issue is with the financier and escalate separately.
  • For safety-related defects, report to the relevant government authority.

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