ESP MERCEDES-BENZ SPRINTER 2013 MY13 Warranty Manual

Service and Warranty
7What’s Covered
Diesel Engine Limited Warranty
A. Who Is Covered?
You are covered by the Diesel Engine Lim-
ited Warranty for up to 5 years or 100,000
miles on the odometer, whichever comes
first.
B. What's Covered
In vehicles equipped with a Diesel Engine,
ONLY the following engine parts and com-
ponents are covered by the Diesel Engine
Limited Warranty:
• cylinder block and all internal parts
• cylinder head assemblies
• core plugs
• fuel injection pump & injectors
• gaskets and seals for listed compo-
nents
• intake and exhaust manifold
• oil pan
• oil pump
• timing gear drive belts and/or chain-
sand cover
• turbocharger housing and internal parts
• valve covers
• water pump and housingC. When It Begins
The Diesel Engine Limited Warranty be-
gins on either of the following dates,
whichever is earlier:
• the date you take delivery of the vehicle;
or
• the date when the vehicle was first put
into service - for example, as a deal-
er“demo” or as a company vehicle of
the vehicle distributor.
D. Towing Costs Are Covered
The Diesel Engine Limited Warranty cov-
ers the cost of towing your vehicle to the
nearest authorized Sprinter Dealer if your
vehicle cannot be driven because a cov-
ered part has failed. If you choose to go to
another dealership, you will be responsi-
ble for the cost if the extra distance ex-
ceeds 10 miles. For information on how
to get towing service in the United States
and Canada, see (

Page 21).

Service and Warranty
16Emission Warranties Required By Law
California Emission Warranty (cont’d)
OWNER'S WARRANTY
RESPONSIBILITIES:
As the vehicle owner, you are responsible
for the performance of the required main-
tenance listed in your Maintenance Book-
let. The vehicle warrantor recommends
that you retain all receipts covering main-
tenance on your vehicle, but the vehicle
warrantor cannot deny warranty solely for
the lack of receipts or for your failure to
substantiate the performance of all
scheduled maintenance.
You are responsible for presenting your
vehicle to an authorized Sprinter Dealer
as soon as a problem exists. The warranty
repairs should be completed in a reasona-
ble amount of time, not to exceed
30 days.
As the vehicle owner, you should also be
aware that the vehicle warrantor may
deny you warranty coverage if your vehi-
cle or a part has failed due to abuse, ne-
glect, improper maintenance or
unapproved modifications.
If you have any questions regarding your
warranty rights, and responsibilities, you
should contact the
Customer Assistance Center
Three Mercedes Drive
Montvale, New Jersey 07645-0350
1-877-762-8267
or
California Air Resources Board
9480 Telstar, Suite4
El Monte, CA 91731.A warranted part which is scheduled for
replacement as required maintenance is
warranted up to the first scheduled re-
placement point.
Prior to the expiration of the applicable
warranty, the owner must give notice of
any warranted emission control failure to
an authorized Sprinter Dealer and deliver
the vehicle to such facility for repair.
Owner is responsible for incidental costs
such as: communication expenses, meals,
lodging incurred by Owner or employee of
Owner as a result of a Warrantable Condi-
tion.
Owner is responsible for "downtime" ex-
penses, cargo damage, fines, all applica-
ble taxes, all business costs, and other
losses resulting from a warrantable condi-
tion.

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
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
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
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.