MERCEDES-BENZ SPRINTER 2010 MY10 Warranty Manual

Service and Warranty19
Where to Take Your Vehicle
A. In the United States
(We Include U.S. Possessions and Terri-
tories 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 within the
United States, warranty service may be re-
quested from any authorized Sprinter
Dealer.
If you have difficulty locating a convenient
authorized Sprinter Dealer, please contact
the Customer Assistance Center
(

Page 24). 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 Sprint-
er 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 war-
ranty repairs and parts that were in-
volved. (This receipt will be similar 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 24) 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 24) 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 documentation of
your move to the vehicle warrantor in order
to continue your warranty coverage. You
may also be required to obtain documenta-
tion 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.
How to Get Warranty Service

Service and Warranty20
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 mili-
tary 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 serv-
ices 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 reim-
burse you for the reasonable amounts you
actually paid, based on the usual and cus-
tomary charges for that service in the area
where they were provided. The vehicle dis-
tributor's determination relating to reim-
bursement 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 19) (C).
How to Get Warranty Service

Service and Warranty21
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
(

Page 23).
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 war-
rantor must repair the vehicle free of
charge.
If you want more information about getting
service under the Federal Emission War-
ranty, 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. 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 within
30 days that a performance warranty claim
is denied, the vehicle warrantor must re-
pair 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.
How to Get Warranty Service

Service and Warranty22
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 Sprint-
er Dealer is not readily available, you may
have your vehicle repaired by anyone using
any brand of repair parts. However, the ve-
hicle warrantor recommends that you do
the following before having repairs made:
• Contact the Customer Assistance Cent-
er and ask for help with emission warran-
ty service. You'll find the address and
telephone number of the Customer As-
sistance Center on (

Page 24)
• 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 arrange-
ments during your first contact with the
Customer Assistance Center for getting
reimbursed for emergency repairs (in-
cluding 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 As-
sistance 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 war-
ranty, 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 War-
ranty, 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.
How to Get Warranty Service

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).

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

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

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

Service and Warranty27
Notes

Service and Warranty28
Notes