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Vehicle delivery delay
Mercedes-Benz

Bought a vehicle and Mercedes-Benz delayed the delivery? See what the CDC (Brazilian Consumer Protection Code) allows you to demand and how to file a complaint.

Updated on

What to do, step by step

  1. Gather the contract, the purchase order, the proposal, the payment receipts and the messages with the delivery deadline promised by Mercedes-Benz.

  2. Notify Mercedes-Benz in writing asking for a firm date and keep the protocol number.

  3. Offers and advertising bind whoever made them (arts. 30 and 35 of the CDC); if they are not honored, the consumer may demand delivery, accept another equivalent product or withdraw from the purchase with a refund of the amounts paid, without prejudice to damages.

  4. If the deadline is still not met, file a complaint with Procon and on consumidor.gov.br.

  5. Avoid signing a termination agreement (distrato) or amendments without carefully reading the penalty and refund clauses.

Official channels: Mercedes-Benz

Official website
mercedes-benz.com.br
Customer service (SAC)
0800 721 9966
Regulator
Procon · 151
consumidor.gov.br
Official government platform; filing a complaint is free

Frequently asked questions

Can the dealership change the delivery deadline?

The deadline stated in the offer or the contract binds the supplier. Changes must be clearly communicated and, as a rule, accepted by the consumer. Each case must be analyzed individually.

Can I cancel the purchase because of the delay?

Where an offer is not honored, the CDC provides for the possibility of terminating the contract and receiving back what was paid, with damages when proven (art. 35).

What if I have already paid a deposit or down payment?

Keep the receipts and ask Mercedes-Benz in writing for its position on the deadline. Refunds and any amounts retained depend on the contract and on the analysis of the case.

What are the official customer service channels of Mercedes-Benz?

Official channels of Mercedes-Benz: Official website: mercedes-benz.com.br; Customer service (SAC): 0800 721 9966. Write down the protocol number of every contact and, if the problem persists, file a complaint with Procon.

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