2013 MERCEDES-BENZ SPRINTER MY13 Warranty Manual

Service and Warranty
22How to Get Warranty Service
Further Steps You Can Take and How
to Get More Information
If you think your authorized Sprinter Deal-
er has wrongly denied you emission-war-
ranty coverage, follow the steps described
on (

Page 24).
The vehicle warrantor will reply to you in
writing within 30 days after receiving your
complaint (or within the time limit re-
quired by local or state law). If the owner
is not notified within 30 days that a per-
formance warranty claim is denied, the ve-
hicle warrantor must repair the vehicle
free of charge.
If you want more information about get-
ting service under the Federal Emission
Warranty, or if you want to report what
you think is a violation of these warran-
ties, you can contact:
Manager, Certification and Compliance
Division Warranty Claims
Environmental Protection Agency
1200 Pennsylvania Avenue, NW
Mail Code 6403J
Washington, D. C. 20460Getting Service Under the California
Emission Warranty
A. What to Do If You Fail a Smog Check
If a vehicle fails a state Smog Check test
during the coverage period, the vehicle
warrantor will repair the vehicle so that it
will pass a State Smog Check re-test. The
owner should take the vehicle to any au-
thorized Sprinter Dealer for warranty re-
pairs and give a copy of the failed Smog
Check test report to the authorized Sprint-
er Dealer. If the owner is not notified with-
in 30 days that a performance warranty
claim is denied, the vehicle warrantor
must repair the vehicle free of charge.
B. What to Do to Get Warranty Service
To get warranty service - even if you're
traveling - take your vehicle to any author-
ized Sprinter Dealer. (The vehicle warran-
tor recommends that you take your
vehicle to an authorized Sprinter Dealer
who sells the same make of vehicle as
yours.) That authorized Sprinter Dealer
will perform any warranty service without
charging you for diagnosis, parts or labor.

Service and Warranty
23How to Get Warranty Service
Getting Service Under the California
Emission Warranty (cont’d)
C. Emergency Emission Warranty Ser-
vice
If you need emergency service under this
limited warranty and an authorized Sprint-
er Dealer is not readily available, you may
have your vehicle repaired by anyone us-
ing any brand of repair parts. However,
the vehicle warrantor recommends that
you do the following before having repairs
made:
• Contact the Customer Assistance Cent-
er and ask for help with emission war-
ranty service. You'll find the address
and telephone number of the Customer
Assistance Center on (

Page 25).
• The Customer Assistance Center will
recommend an authorized servicing
Sprinter Dealer or help you find a quali-
fied independent servicing dealer.
• If you are going to have to use an inde-
pendent servicing dealer, make ar-
rangements during your first contact
with the Customer Assistance Center
for getting reimbursed for emergency
repairs (including labor and diagnosis).
You will need to get and keep the re-
placed parts, as well as the original in-
voice marked "paid".
• You should review with the Customer
Assistance Center any questions you
have about the emission warranty.
Reimbursement for parts will be based on
the parts distributor's suggested retail
price. Reimbursement for labor will be
based on the vehicle warrantor's recom-
mended time allowance for the repair and on the appropriate hourly labor rate in the
geographic area where you had the work
done.
Before the vehicle warrantor will reim-
burse you for emergency repairs under
this warranty, you will have to provide the
vehicle warrantor with details on why the
situation was an emergency and why au-
thorized Sprinter Dealer service was una-
vailable. Under this warranty, an
emergency occurs if a part will not be
available within 30 days or if a repair can-
not be completed within 30 days.
D. How to Get More Information
If you want more information about get-
ting service under the California Emission
Warranty, you can contact one of the fol-
lowing:
Customer Assistance Center
One Mercedes Drive
Montvale, NJ 07645-0350
1-877-762-8267
or
California Air Resources Board
9480 Telstar, Suite 4,
El Monte, CA 91731.

Service and Warranty
24How to Deal with Warranty Problems
Steps to Take
A. In General
Normally, warranty problems can be re-
solved by your authorized Sprinter Deal-
er’s sales or service departments. That’s
why you should always talk to your author-
ized Sprinter Dealer’s service manager or
sales manager first. But if you’re not satis-
fied with your authorized Sprinter Dealer’s
response to your problem, the vehicle
warrantor 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 25).
B. What The Vehicle Warrantor Will Do
Once you have followed the two steps de-
scribed on (

Page 24) (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 Re-
solved*
If you can not resolve your warranty prob-
lem after following the two steps de-
scribed on (

Page 24) (A), and you live in
Arkansas, Idaho, Kentucky or Minnesota
ONLY, you can contact the Better Busi-
ness Bureau AUTO LINE
® in your area.
D. Notice Under State Lemon Laws
S o m e s t a t e s h a v e l a w s a l l o w i n g y o u t o g e t
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 vehi-
cle warrantor requires that you first notify
us in writing of any service difficulty that
you may have experienced so that we can
have a chance to make any needed re-
pairs before 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 25).
* For Customers Residing in Arkansas, Idaho, Kentucky and Minnesota ONLY:
(NOTE: This Process is not available for residents of other states).

Service and Warranty
25How to Deal with Warranty Problems
Steps to Take (cont’d)
Helpful Addresses and Telephone
Numbers
Here is the address and telephone
number of the Customer Assistance Cent-
er that can help you wherever you happen
to be.
Contact:
Customer Assistance Center
Three Mercedes Drive
Montvale, NJ 07645-0350
1-877-762-8267

Service and Warranty
26Optional Service Contract
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. Sever-
al 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.

Service and Warranty
27Maintenance
General Information
It’s your responsibility to properly main-
tain your new vehicle. Follow the instruc-
tions contained in the Maintenance
Booklet. Regular, scheduled maintenance
is essential to trouble-free operation. If
there is a dispute between you and the ve-
hicle warrantor concerning your mainte-
nance of your vehicle, the vehicle
warrantor will require you to provide proof
that your vehicle was properly main-
tained.
For your convenience, the vehicle's Main-
tenance Booklet contains a confirmation
section. It is included in the Owner's Lit-
erature Package. You should use the
maintenance confirmation pages to keep
track of scheduled maintenance, either by
routinely having the repairs entered in the
confirmation pages, or by keeping re-
ceipts 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
after 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 dealer-
ship technicians are specifically trained to
proficiently perform maintenance and re-
pair 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.

Service and Warranty
28Notes

Order No. 4515- 5131- 13 Edition A 2013, © 2012 Mercedes- Benz USA, LLC, A Daimler Company