2014 MERCEDES-BENZ SPRINTER MY14 Warranty Manual

22How to Get Warranty Service
How To Get Tow Service - U.S. or
Canada Only
A. What To Do:
If your vehicle requires towing due
to a defect covered under the New
Vehicle Limited Warranty or the Diesel
Engine Limited Warranty, dial toll-free
1-877-762-8267. Provide your name,
vehicle identification number, model year
and color of vehicle, telephone number
where you can be reached, disabled
location of vehicle, and a description of
the problem.
You will be given the name of the service
provider and an estimated time of
arrival. If you feel you are in an “unsafe
situation”, please let us know. With your
consent, we will contact local police or
safety authorities. B. If Unable to Contact 24-Hour Towing
Assistance:
If you are unable to contact 24-Hour
Towing Assistance and you obtain
towing services on your own, you may
submit your original receipts from the
licensed towing or service facility, for
services rendered within 30 days of the
occurrence. Be sure to include your
vehicle identification number, odometer
mileage at the time of service and
current mailing address. We will process
the claim based on vehicle and service
eligibility. If eligible, we will reimburse you
for the reasonable amounts you actually
paid, based on the usual and customary
charges for that service in the area
where they were provided. The vehicle
distributor’s determination relating to
reimbursement are final. Correspondence
should be mailed to:
Customer Assistance Center
Three Mercedes Drive
Montvale, New Jersey 07645-0350
1-877-762-8267
Emergency Warranty Repairs
If you have an emergency and have to
get a warranty repair made by someone
other than an authorized Sprinter Dealer,
follow the reimbursement procedure on
(
e Page 21) (C).
Service and Warranty

23
How to Get Warranty Service
Further Steps You Can Take and How
to Get More Information
If you think your authorized Sprinter
Dealer has wrongly denied you emission-
warranty coverage, follow the steps
described on (
e Page 25). The vehicle
warrantor will reply to you in writing within
30 days after receiving your complaint
(or within the time limit required by local
or state law). If the owner is not notified
within 30 days that a performance
warranty claim is denied, the vehicle
warrantor must repair the vehicle free of
charge.
If you want more information about
getting service under the Federal
Emission Warranty, or if you want to
report what you think is a violation of
these warranties, you can contact:
Manager, Certification and Compliance
Division Warranty Claims
Environmental Protection Agency
1200 Pennsylvania Avenue, NW
Mail Code 6403J
Washington, D. C. 20460 Getting 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 authorized Sprinter Dealer for
warranty repairs and give a copy of the
failed Smog Check test report to the
authorized Sprinter Dealer. If the owner
is not notified within 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
authorized Sprinter Dealer. (The vehicle
warrantor 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

24How to Get Warranty Service
Getting Service Under the California
Emission Warranty (cont’d)
C. Emergency Emission Warranty
Service
If you need emergency service under
this limited warranty and an authorized
Sprinter Dealer is not readily available,
you may have your vehicle repaired
by anyone using any brand of repair
parts. However, the vehicle warrantor
recommends that you do the following
before having repairs made:
• Contact the Customer Assistance
Center and ask for help with
emission warranty service. You’ll find
the address and telephone number
of the Customer Assistance Center
on (
e Page 26).
• The Customer Assistance Center will
recommend an authorized servicing
Sprinter Dealer or help you find
a qualified independent servicing
dealer.
• If you are going to have to use
an independent servicing dealer,
make arrangements 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
replaced parts, as well as the original
invoice 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
recommended 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
reimburse 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 authorized Sprinter Dealer
service was unavailable. Under this
warranty, an emergency occurs if a part
will not be available within 30 days or if
a repair cannot be completed within 30
days.
D. How to Get More Information
If you want more information about
getting service under the California
Emission Warranty, you can contact one
of the following:
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

25
How to Deal with Warranty Problems
Steps to Take
A. In General
Normally, warranty problems can be
resolved 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 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
dealership.
Step 2: If your dealership still cannot
resolve the problem, contact the
Customer Assistance Center. You’ll find
the address on (
e Page 26).
B. What The Vehicle Warrantor Will Do
Once you have followed the two steps
described on (
e Page 25) (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
cannot help you, the vehicle warrantor will
acknowledge your contact and explain its
position. C. If Your Problem Still Is Not
Resolved*
If you cannot resolve your warranty
problem after following the two steps
described on (
e Page 25) (A), and
you live in Arkansas, Idaho, Kentucky or
Minnesota ONLY, you can contact the
Better Business Bureau 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
circumstances. 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 may have experienced so that
we can have a chance to make any
needed repairs 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
(
e Page 26).
* For Customers Residing in Arkansas, Idaho, Kentucky and
Minnesota ONLY: (NOTE: This Process is not available for residents
of other states).
Service and Warranty

26How 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
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
Service and Warranty

27
Optional Service Contract
Optional service contracts available
through the vehicle distributor offer
valuable protection against repair costs
when these warranties do not apply.
They complement but do not replace
the warranty coverages outlined in this
booklet. Several plans may be available,
covering various time-and-mileage
periods. (Service contracts are not
available if you live in a U.S. possession
or territory.) Ask your authorized Sprinter
Dealer for details.
Service and Warranty

28Maintenance
General Information
It’s your responsibility to properly
maintain your new vehicle. Follow
the instructions contained in the
Maintenance Booklet. Regular, scheduled
maintenance is essential to trouble-free
operation. If there is a dispute between
you and the vehicle warrantor concerning
your maintenance of your vehicle, the
vehicle warrantor will require you to
provide proof that your vehicle was
properly maintained.
For your convenience, the vehicle’s
Maintenance Booklet contains a
confirmation section. It is included in the
Owner’s Literature 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 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 an authorized Sprinter
Dealer for all maintenance service
both during and after the warranty
periods. The dealership technicians are
specifically trained to proficiently perform
maintenance and repair procedures on
your vehicle.
Authorized Sprinter dealers will help
ensure 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

Part no. 906 584 17 03 Edition A 2014, © 2013 Mercedes- Benz USA, LLC, A Daimler Company