Page 25 of 32
Service and Warranty23
Steps to Take
A. In General
Normally, warranty problems can be re-
solved by your authorized Sprinter Dealer’s
sales or service departments. That’s why
you should always talk to your authorized
Sprinter Dealer’s service manager or sales
manager first. But if you’re not satisfied
with your authorized Sprinter Dealer’s re-
sponse to your problem, the vehicle war-
rantor recommends that you do the
following:
Step 1: Discuss your problem with the
owner or general manager of the dealer-
ship.
Step 2: If your dealership still can not re-
solve the problem, contact the Customer
Assistance Center. You’ll find the address
on (
Page 24).
B. What The Vehicle Warrantor Will Do
Once you have followed the two steps de-
scribed on (
Page 23) (A), the vehicle
warrantor will review your situation. If it’s
something that the vehicle warrantor can
help you with, the vehicle warrantor will
provide your authorized Sprinter Dealer
with all the information and assistance
necessary to resolve the problem. Even if
the vehicle warrantor can not help you, the
vehicle warrantor will acknowledge your
contact and explain it's position.C. If Your Problem Still Is Not Resolved*
If you can not resolve your warranty prob-
lem after following the two steps described
on (
Page 23) (A), and you live in Arkan-
sas, Idaho, Kentucky or Minnesota ONLY,
you can contact the Better Business Bu-
reau AUTO LINE
® in your area.
D. Notice Under State Lemon Laws
Some states have laws allowing you to get
a replacement vehicle or a refund of the
vehicle’s purchase price under certain cir-
cumstances. These laws vary from state to
state. If your state law allows, the vehicle
warrantor requires that you first notify us
in writing of any service difficulty that you
m a y h a v e e x p e r i e n c e d s o t h a t w e c a n h a v e
a chance to make any needed repairs be-
fore you are eligible for remedies provided
by these laws.
In all other states, we ask that you give us
written notice of any service difficulty.
Send your written notice to the Customer
Assistance Center at the address on
(
Page 24).
How to Deal with Warranty Problems
* For Customers Residing in Arkansas, Idaho, Kentucky and Minnesota ONLY:
(NOTE: This Process is not available for residents of other states).
Page 26 of 32
Service and Warranty24
Steps to Take (cont’d)
Helpful Addresses and Telephone Num-
bers
Here is the address and telephone number
of the Customer Assistance Center that
can help you wherever you happen to be.
Contact:
Customer Assistance Center
Three Mercedes Drive
Montvale, NJ 07645-0350
1-877-762-8267
How to Deal with Warranty Problems
Page 27 of 32
Service and Warranty25
Optional service contracts available
through the vehicle distributor offer valua-
ble protection against repair costs when
these warranties do not apply. They com-
plement but do not replace the warranty
coverages outlined in this booklet. Several
plans may be available, covering various
time-and-mileage periods. (Service con-
tracts are not available if you live in a U.S.
possession or territory.) Ask your author-
ized Sprinter Dealer for details.
Optional Service Contract
Page 28 of 32
Service and Warranty26
General Information
It’s your responsibility to properly maintain
your new vehicle. Follow the instructions
contained in the Maintenance Booklet.
Regular, scheduled maintenance is essen-
tial to trouble-free operation. If there is a
dispute between you and the vehicle war-
rantor concerning your maintenance of
your vehicle, the vehicle warrantor will re-
quire you to provide proof that your vehicle
was properly maintained.
For your convenience, the vehicle's Main-
tenance Booklet contains a confirmation
section. It is included in the Owner's Liter-
ature Package. You should use the mainte-
nance confirmation pages to keep track of
scheduled maintenance, either by routine-
ly having the repairs entered in the confir-
mation pages, or by keeping receipts or
other documentation of work you’ve had
done on your vehicle in your Maintenance
Booklet.Where to Go For Maintenance
The vehicle warrantor recommends that
you return to the authorized Sprinter Deal-
er from whom you bought your vehicle for
all maintenance service both during and af-
ter the warranty periods. Although you can
get warranty service from any dealer who
sells your particular make, returning to
your selling dealer will help ensure that all
your service needs are met and that you're
completely satisfied. The dealership tech-
nicians are specifically trained to profi-
ciently perform maintenance and repair
procedures on your vehicle.
Authorized Sprinter dealers will help en-
sure that all your service needs are met
and that you’re completely satisfied. The
vehicle warrantor strongly recommends
you use Genuine Mercedes-Benz parts to
maintain your vehicle.
Maintenance
Page 29 of 32
Service and Warranty27
Notes
Page 30 of 32
Service and Warranty28
Notes
Page 31 of 32
Service and Literature
Internet
Models Reprinting, translation and copying, even
of excerpts, are not permitted without our
prior authorization in writing.
Press time August, 2010
Printed in U. S. A.
For further information please visit
www.mbsprinterusa.com.
2500, 3500
Page 32 of 32
Order No. 4515-5111-13 Edition A 2011, © 2010 Mercedes-Benz USA, LLC, A Daimler Company
