MERCEDES-BENZ SPRINTER 2013 MY13 Warranty Manual

Service and Warranty
18Emission Warranties Required By Law
California Emission Warranty (cont’d)
Coverage
IX. On-Board Diagnostics
Instrument Cluster (Malfunction Indicator
Lamp)LONG-TERM EMISSION-RELATED
PARTS (CA, CT, MA, MD, ME, NJ, OR, PA,
RI, VT, WA):
Part Description:
Charge Air Distribution Line
DEF Control Module
DEF Delivery Pump (with Pressure Sensor)
DEF Tank (with Temperature Sensor and
Fluid Level Gauge)
Diesel Oxidation Catalyst (and/or Diesel
Particulate Filter)
EGR Cooler
EGR Valve
Electric Intake Air Throttle (with Throttle
Valve Step Motor)
Engine Control Module
Exhaust Manifold
Exhaust Pipe (Front)
Fuel Injector
Fuel Pressure Regulator
Fuel Pump (Electric)
Fuel Rail
Fuel Tank (with Integrated Vent Valve and
Fill Neck)
High Pressure Pump
Instrument Cluster (Malfunction Indicator
Lamp)
Intake Port Shutoff
NO
X Sensor
Selective Catalytic Reduction Catalyst
Transmission Control Module
Turbocharger

Service and Warranty
19Emission Warranties Required By Law
California Emission Warranty (cont’d)
Emergency Repairs
In the case of an emergency where an au-
thorized Sprinter Dealer is not available,
certain warranty related repairs may be
performed by any available repair location
or by any individual using any replacement
parts. A part not being available within 30
days or a repair not being complete within
30 days constitutes an emergency. The
vehicle warrantor will reimburse the own-
er for expenses (including diagnosis), not
to exceed the vehicle warrantor's sug-
gested retail price for all warranted parts
replaced and labor charges based on the
vehicle warrantor's recommended time al-
lowance for the warranty repair and the
geographically appropriate hourly labor
rate. Replaced parts and paid invoices
must be presented as a condition of reim-
bursement for emergency repairs not per-
formed by an authorized Sprinter Dealer.
Warranty Limitations
The vehicle warrantor is not responsible
for failures or damage resulting from what
the vehicle warrantor determines to be
abuse or neglect, including, but not limit-
ed to: operation without adequate cool-
ants or lubricants; overfueling;
overspeeding; lack of maintenance of
cooling, lubricating or intake systems; im-
proper storage, starting, warm-up, run-in
or shut down practices; unauthorized
modifications to the engine. The vehicle
warrantor is also not responsible for fail-
ures caused by incorrect oil or fuel or by
water, dirt or other contaminants in the
fuel or oil. The vehicle warrantor is not responsible
for failures resulting from improper repair
or the use of parts which are not Genuine
Mercedes-Benz approved parts.
The vehicle warrantor is not responsible
for the material and labor costs of emis-
sion control parts and assemblies re-
placed during scheduled manitenance of
the vehicle as specified in the Mainte-
nance Booklet.
THIS WARRANTY, TOGETHER WITH THE
EXPRESS LIMITED WARRANTIES ARE THE
SOLE AND EXCLUSIVE WARRANTIES
MADE BY THE VEHICLE WARRANTOR.
THERE ARE NO OTHER WARRANTIES, EX-
PRESS OR IMPLIED, OR OF MERCHANTA-
BILITY OR FITNESS FOR A PARTICULAR
PURPOSE.

Service and Warranty
20How to Get Warranty Service
Where to Take Your Vehicle
A. In the United States
(We Include U.S. Possessions and Ter-
ritories as Part of the United States for
Warranty Purposes):
Warranty service must be done by an au-
thorized Sprinter Dealer. We strongly rec-
ommend that you take your vehicle to
your Selling authorized Sprinter Dealer.
They know you and your vehicle best, and
are most concerned that you get prompt
and high quality service. If you move with-
in the United States, warranty service may
be requested from any authorized Sprint-
er Dealer.
If you have difficulty locating a convenient
authorized Sprinter Dealer, please con-
tact the Customer Assistance Center
(

Page 25). They can help you find the
closest authorized Sprinter Dealer.
B. In Canada and Mexico:
If you are traveling temporarily in Canada
or Mexico, and your vehicle remains regis-
tered in the United States, your New Vehi-
cle Limited Warranty still applies. Service
may be requested at any authorized
Sprinter dealership.
C. In a Foreign Country Outside of
North America:
If you are traveling temporarily outside of
North America, and your vehicle remains
registered in the United States:
• You should take your vehicle to an au-
thorized Sprinter Dealer. They should give you the same limited warranty serv-
ice you receive in the United States.
• If the authorized dealership charges you
for repairs which you feel should be cov-
ered under your limited warranty,
please get a detailed receipt for the
work done. Make sure that this receipt
lists all warranty repairs and parts that
were involved. (This receipt will be simi-
lar to the one used by the dealer who
normally services your vehicle.)
• When your vehicle returns to the United
States, contact the Customer Assist-
ance Center (

Page 25) for reimburse-
ment consideration. You will need to
provide a copy of the receipt, your vehi-
cle registration and any other relevant
documents.
• Reimbursement will not be considered
if the vehicle does not return to the
United States.
D. If You Move:
If you move to another country, be sure to
contact the Customer Assistance Center
(

Page 25) and the customs department
of the destination country before you
move. Vehicle importation rules vary con-
siderably from country to country. You
may be required to present documenta-
tion of your move to the vehicle warrantor
in order to continue your warranty cover-
age. You may also be required to obtain
documentation from the vehicle warrantor
in order to register your vehicle in your
new country.
Your vehicle is eligible for the remainder
of the limited warranty coverage provided
in the destination country after it has been
re-registered in that country.

Service and Warranty
21How to Get Warranty Service
Where to Take Your Vehicle (cont’d)
E. Notice:
If your vehicle is registered outside of the
United States, and you have not followed
the procedure set out above, your vehicle
will no longer be eligible for warranty cov-
erage of any kind. (Vehicles registered to
United States government officials or mil-
itary personnel on assignment outside of
the U.S. will continue to be covered.)
How To Get Tow Service - U.S. or Cana-
da Only
A. What To Do:
If your vehicle requires towing due to a de-
fect covered under the New Vehicle Limit-
ed Warranty or the Diesel Engine Limited
Warranty, dial toll-free 1-800-367-6372.
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 authori-
ties.B. If Unable to Contact 24-Hour Towing
Assistance:
If you are unable to contact 24-Hour Tow-
ing Assistance and you obtain towing
services on your own, you may submit
your original receipts from the licensed
towing or service facility, for services ren-
dered within 30 days of the occurrence.
Be sure to include your vehicle identifica-
tion number, odometer mileage at the
time of service and current mailing ad-
dress. 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 pro-
vided. The vehicle distributor's determina-
tion 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
(

Page 20) (C).

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.