Mercedes-Benz Australia customer service runs through a national dealer network backed by a centralised Customer Assistance Centre. You can reach the brand by phone, online enquiry, live chat, or in person at any authorised dealership. The vehicles are well regarded, but after-sales support is where most friction shows up — so it pays to know your channels before you need them.

• Mercedes-Benz customer support phone number: 1300 762 718 — covers general enquiries, Mercedes-Benz Store purchases, and roadside assistance.
• Hours: 8:30am–5:30pm Monday to Friday, 9:00am–5:00pm Saturday (Melbourne time).
• Online support: live chat and enquiry forms via the Contact & customer support page.
• Reputation check: dealer reviews on ProductReview.com.au sit around 2.1–2.2 out of 5 from 300+ ratings, with most complaints about service speed and escalation handling rather than the cars themselves.

Patterns in Mercedes-Benz complaints Australia wide tend to cluster around after-sales service rather than the vehicles themselves — mainly repair timeframes, goodwill decisions, and how escalations are handled.

Extended Repair Downtime

• Vehicles have reportedly been off the road for weeks, and in some documented cases over 100 days, while waiting on parts.
• Owners describe continuing to pay finance and registration on cars they can't drive.

Loan Cars and Goodwill Requests

• Requests for a loan vehicle or goodwill contribution during long repairs are sometimes refused outright at first contact.
• Customers who escalate in writing report better luck securing a goodwill outcome than those who only call.

Repeat Visits for the Same Fault

• Oil leaks, dashboard warning lights, transmission concerns, and engine misfires are among the issues customers say needed multiple dealer visits.
• Outcomes vary significantly by dealership, according to reviewer reports.

Escalation Team Responsiveness

• Some customers say the Mercedes-Benz escalation team redirected them back to the dealership instead of resolving the dispute centrally.
• Follow-up response times from the escalation team are a recurring complaint. You can lodge a formal complaint if dealership-level contact hasn't worked.

Dealer Staff Conduct and Billing Disputes

• Mercedes-Benz dealer complaints frequently describe dismissive or unprofessional service advisor interactions at specific locations.
• Some customers report being billed for work, such as a battery replacement, that they say was never actually carried out.

Technology Transition Communication

• The phase-out of the older COMAND Online connectivity system drew complaints from owners who felt they weren't properly informed in advance (AutoExpert — COMAND Online).

Here's how to contact Mercedes-Benz Australia across every available channel, from phone and dealer forms through to written escalation.

Phone Support

• Call 1300 762 718, the Mercedes-Benz contact number Australia customers use for general enquiries, Mercedes-Benz Store questions, and roadside assistance.
• Available 8:30am–5:30pm Monday to Friday and 9:00am–5:00pm Saturday, Melbourne time.
• This same number handles online sales queries as well as breakdown support.

Online Contact and Live Chat

• Visit the official contact and support page (linked above) for live chat and further enquiry options.
• The Mercedes-Benz Store Help & FAQ page covers common purchase and account questions.

Dealer Contact Forms

• Use the dealer contact form to route a query directly to a specific dealership.
• Useful for service bookings, parts queries, or issues tied to a particular location.

In Person at Your Dealership

• Find your nearest dealer through the official Mercedes-Benz Australia website's dealer locator.
• Best for service bookings and issues that need a hands-on look at the vehicle.

Written Escalation

• If phone contact with the dealer hasn't resolved your issue, write directly to the Customer Assistance Centre and ask for a named case manager.
• A postal address reported for complaints correspondence is Mercedes-Benz, 44 Lexia Place, Mulgrave, VIC 3170.
• Keep every email, case number and date — a paper trail speeds up escalation reviews.

Roadside Assistance

• Call 1300 762 718 or contact Mercedes-Benz Road Care directly for Mercedes-Benz roadside assistance.
• Available 24/7 for the duration of your vehicle's warranty period.

External Escalation

• If the dealer or manufacturer can't resolve your dispute, you can escalate to the ACCC or your state consumer affairs/fair trading body.

Warranty

• Mercedes-Benz warranty Australia coverage for new passenger cars, vans and utes runs to 5 years, unlimited-kilometre, for private use.
• Commercial use of passenger cars is covered for 5 years or 200,000km, whichever comes first.
• Full details sit on the New Vehicle Warranty page.

Roadside Assistance

• Complimentary 24/7 roadside assistance is included for the duration of your warranty, up to 5 years.
• Covered through Mercedes-Benz Road Care.

Certified Pre-Owned Coverage

• Vehicles bought through the Mercedes-Benz Certified programme carry their own coverage terms, separate from new-car warranty.
• See the Certified Pre-Owned & Used Cars page for specifics.

Recalls

• Mercedes-Benz recall Australia obligations are governed by Australian Consumer Law.
• Following the Takata airbag recall, the Federal Court ordered Mercedes-Benz Australia/Pacific Pty Ltd to pay $12.5 million for not using sufficiently urgent language in owner recall notices.
• Treat any recall letter seriously and follow up directly with Mercedes-Benz if the notice is unclear (ACCC media release).

Refunds and Returns

• New-vehicle refund and cancellation terms are generally set by your individual sale contract with the dealer, alongside statutory Australian Consumer Law guarantees.
• There is no single published Mercedes-Benz Australia refund policy page — confirm specific terms with your dealer or via the Mercedes-Benz Store Help & FAQ page.
• For a fuller breakdown of how refund disputes tend to play out, see Mercedes-Benz refunds.