Orginal Mercedes heater doesn’t make it warm???

Here we have our “new” short G and I am very happy because he has a heater. So the big surprise on and after half an hour: the car is actually still freezing cold. So in the user manual read again… my husband and son activated… new attempt with fully turned-on heater and again almost no heating in the car. Our conclusion: the heater must be broken! So off with the G in the factory In advance the call that I can pick up the G again… the heater works perfectly. On my request, how that can be (whether we are too stupid to operate the part), the following answer: “If you want it to be really warm, you have to have a proper heater retrofitted… e.g. from Webasto. The Mercedes heater serves only the de-iron of the windows, it doesn’t get really warm.” But when I read the operating instructions there is: The heater h What’s right now? Do I have a heater or just what that means? Or does the workshop have a problem? I would be really grateful for your help! If you had any problems, I would be happy to help you.