2014 Mercedes Benz M Class broken steering bolts

I am now at my wits’ end ..please help ..the story..briefly.. 


My car (which is a Mercedes ML 2014)was subject to a recall by Mercedes for steering bolts to be replaced at the beginning of the year and booked in on Thursday 20th APRIL 2023 to Southport Mercedes…during this recall a bolt was snapped by the technician and I was advised that the car needed a new steering rack and this was ordered.. all to be replaced at Mercedes expense. 

There was no timescale on this and they did not know how long it would take to order but the car was now unsafe to drive…they demanded the courtesy car back that day and said they may be able to sort something out with another courtesy car at some point.This is our family car!However I duly complied and gave the car back at great inconvenience as you can imagine. 

After a week of having no car and much stress and concern and a complaint I was given a car to be used until mine was fixed..no time could be given on how long this would be..a very reasonable thing to do I thought . 

I called many times for updates on my car to be repeatedly told that they were still waiting for my part …on 28 th July I contacted them for a further update and was advised that there would be someone in contact . 
It had been nearly 4 months by then without my own car..but they had been reasonable in supplying a family car for the family so we were still mobile. 
I was contacted by the dealership several days later to inform me that there is no further update on the part and that they wanted the loan car back that day! 

This meant having no car at all…we are a family of four ??? Indefinitely. 

I am a very reasonable man and duly complied with returning the car a week later with a promise that they would keep me in mind if a new loan car was available and that the courtesy car had been “de fleeted” by Mercedes and sold and therefore if I kept the car I would be doing so illegally!I felt bullied and exhausted..the loan car was taken from my drive on 11th August ..still there is no news or delivery date on the steering rack. I have had no car since then and am using my two seater…nightmare !

I have also contacted the head office of Mercedes customer services who have been apologetic but can offer no help. The CEO’s office has been unhelpful and equally dismissive.

I have not had a family car for over 5 months .I have contacted citizens advice and the aa legal advice team but I have got conflicting advice.I have repeatedly contacted the dealership who are apologetic but advise it is “out of our hands” and can offer no help with supplying a loan car…but if one becomes available I’m first on the list ..unbelievable but true. ..still nothing!

All I want is my own car back fixed immediately or a family car to use and the common courtesy of not causing me the incredible inconvenience of having no car at all .We are a family of four with children at schools miles from each other …an impossible situation. This is outrageous and utterly unacceptable and I would welcome your advice and urgently expediting matters if possible. 
I am a very reasonable man but the unfairness of this situation brought about by one of the largest manufacturers in the world is staggering!I think this may not be an isolated case but am simply drained by it all and shudder to think what state my car will be in after more than 8 months off the road. 
Many thanks in anticipation and sorry to have to bother you but I do not know where to turn.