Cellular Phone - Dealership OSS Support Guidelines
REF. NO. MBNA 82/79BDATE: May 1996
(supercedes S.I. MBNA 82/79A, Dec. 1994)
TO: ALL MERCEDES-BENZ PASSENGER CAR DEALERS
Revision:
The telephone contact names have changed as shown.
SUBJECT:
MODELS 129 AND 140 WITH CTEL
OKI SERVICE STATION (OSS) SUPPORT FOR MERCEDES-BENZ CTEL
The OKI Service Station (OSS) Support Program allows authorized Mercedes-Benz dealers to engage, for a fee, the assistance of authorized OSS's in the installation, programming, diagnosis and repair of the Mercedes-Benz integrated CTEL installed in model year 1992 and newer model 129 and 140 vehicles.
Participation in this program is based strictly at the discretion of the Mercedes-Benz dealership.
OSS Support Program Guidelines
^ A representative from the MB dealership must act as the liaison between the MB customer and the OSS. It is not the intent of this program to refer MB customers directly to the OSS, as this would compromise customer confidence in the Mercedes-Benz service network.
^ All parts required for installation or repair of the CTEL must be obtained through Mercedes-Benz. OKI distributes the Mercedes-Benz CTEL system and spare parts only through MBNA and its authorized dealer network.
^ The replacement component(s) must be supplied by the MB dealer to the OSS, and claimed by the MB dealer to MBNA.
^ Labor charges incurred for component replacement performed by an OSS will be paid by OKI directly to the OSS. Labor claims for labor only repairs must be claimed by the MB dealer to MBNA.
^ Installation and programming charges are not covered by the warranty, and must be paid by the MB dealership to the OSS. The applicable Work Instructions for installation and the programming guide(s) must be supplied by the MB dealer to the OSS.
NOTE:
The most important piece of test equipment for CTEL diagnosis is the Cell Site Simulator. Should any Mercedes-Benz dealer desire to purchase a simulator and be trained in its use, please contact your Market Manager.
OSS Support Program Details
1. The Mercedes-Benz customer will bring his vehicle to an authorized MB dealership for CTEL installation, programming or diagnosis.
2. The MB dealership will decide if the work to be performed could be accomplished at the dealership with the tools available through Mercedes-Benz, or would require the use of an authorized OSS. If the MB dealership decides that an OSS will be used, the dealership liaison will bring the customer's vehicle to the OSS and explain what work is needed, or what observations the customer has made regarding performance.
3. The OSS will perform any necessary work, using equipment and training provided by OKI regarding the MB CTEL system.
4. If parts are required to perform an installation or to complete a repair, the OSS will obtain those parts through the MB dealer.
5. For installation and programming:
The MB dealer will pay the OSS directly for services rendered (non-warranty expense).
For repairs involving defective CTEL components (not including vehicle prewire harnesses):
Parts will be provided by the MB dealer to the OSS, and the parts claimed on a MBNA warranty claim. The defective components will be returned to MBNA Warranty Receiving by the MB dealer. In lieu of payment for warranty work on detective components, the OKI warranty claim form must be attached to, and promptly returned with the MBNA Parts Return Envelope (W-420), along with the defective component(s). OKI will make direct payment to the OSS. If the OKI warranty claim form is not returned in a timely manner, the MB dealer will be liable for payment to the OSS.
For repairs involving labor only:
The MB dealer will pay the OSS directly and claim the labor charges as a sublet repair to MBNA (sublet code: Repairphone).
6. If the MB CTEL is out of warranty (see Limited Accessories Warranty for CTEL, S-0417-T93), the use of an OSS is strictly at the discretion of the Mercedes-Benz dealership. Any fees incurred for services are the responsibility of the MB dealer and the customer.
The following OKI contact personnel will provide the names of the nearest OSS best suited to handle the needs of the Mercedes-Benz dealership.