Policy - Warranty Claims

REF. NO. MBNA 58/81

TO: OUR MERCEDES-BENZ PASSENGER CAR DEALERS

DATE: March 1995

SUBJECT:
Procedure for Processing of MB Special Tool Warranty Claims





This Service Information outlines the procedures for processing of MB Special Tool Warranty Claims.





1.0 Filing of MBNA Form S-0485-95B "Warranty Claim for MB Special Tools"

1.1 Preparation Instructions
When a warranty claim is filed, the dealer should complete MBNA
Form S-0485-95B (see attachment). This form must be signed by the dealer, or person designated by the dealer, who has full responsibility for transactions.

The claim form must indicate the MBNA Special Tool number, description, invoice number and date. A brief description of the tool's defect should be provided.

The warranty claim is to be accompanied by a copy of invoice or delivery note (proof-of-purchase).

1.2 Mailing Instructions

Send the top two (2) copies of MBNA Form S-0485-95B and the defective tool, via parcel post to the address listed below:

Mercedes-Benz of North America, Inc.
Service Engineering/Tool Warranty
One Glenview Road
Montvale, N.J. 07645

2.0 Warranty Claim Handling of Mercedes-Benz Special Tools:

2.1 Tagging of Tools
Each individual item being returned as defective is to be identified with a Warranty Return I.D. Tag, MBNA Form W-420, which is to be properly completed and attached to the tool. The tag must indicate the MBNA Special Tool number and description, as well as the pertinent dealer identification information.

2.2 Packing Instructions
All items must be cleaned and degreased prior to packing and drained of fuel/lubricants, if applicable.

3.0 Notice of decision on Warranty Claims Filed:

3.1 Approved Claims
On approved warranty claims, the returned item will be replaced, repaired or reimbursed at MBNA's discretion. The dealer will be notified/advised as to the action taken on the claim.

3.2 Claims Not Approved
Claims requiring additional information, correction and/or clarification will be returned along with the affected tool to the dealer, along with an indication of the additional information, correction and or clarification required. The necessary correction and/or additional information requested must be indicated on the claim and should be resubmitted within 30 days.

4.0 Termination of Dealer Sales and/or Service Agreement

Upon termination of dealer sales and/or service agreement with MBNA, all rights of the dealer under the claims procedure set forth herein shall end.