I spoke to an agent tried multiple times to explain the issue . he could not understand. even getting the correct spelling of my name after repeating it over 5 times was a struggle. Then came the vin number . total time on phone was 45 minutes now. He said he will call me back in a day after checking with his superiors. Calls me 2 days later with absolutely no help. He was clueless of the automotive industry.after 30 minutes of wasted time he now tells me he cant find my vin number lol . i realized i was talking to a totally incompetent individual. Not sure how he even got the job. Is this the hiring standards benz sets for customer service lol what a joke. Before you decide to buy a Mercedes benz after watching an excellent crafted commercial on tv. Call their customer service.