Mercedes-Benz Certified
2 Year Warranty
Contents
Introduction 04
Your Warranty 04
Warranty Period 05
Cancelling this Warranty 05
What is covered 07
Servicing your vehicle 08
Making a claim 09
Warranty Exclusions 10
Warranty Exclusions 11
Mercedes-Benz Certified Vehicle Road Care 12
Validity 13
Scope of Mercedes-Benz Road Care Services 14
Procedure in the event of a breakdown 17
Road Care Exclusions 18
Authorisation and reimbursement of costs 19
Retailer Stamp.
Dear Customers,
Congratulations on the purchase of your vehicle, which comes with
a Mercedes-Benz Certified Warranty. This booklet sets out the terms,
conditions and limitations that apply to the warranty.
Before completing the Customer Consent Form, please read this booklet
carefully in order to gain an understanding of what is covered.
This paragraph applies if the consumer guarantees apply to the vehicle.
Our goods come with guarantees that cannot be excluded under the
Australian Consumer Law. You are entitled to a replacement or refund for
a major failure and for compensation for any other reasonably foreseeable
loss or damage. You are also entitled to have the goods repaired or
replaced if the goods fail to be of acceptable quality and the failure does
not amount to a major failure. The benefits of this warranty are in addition
to any other rights and remedies you have under a law in relation to
the vehicle. In addition to those statutory guarantees and other rights
and remedies, we offer this warranty for your vehicle in Australia.
The way we handle your personal information
We collect personal information from you for the purpose of providing you
with vehicle sales and service, warranty, marketing, promotional, insurance
and financial products and services and for the processing and assessing
of any claims in relation to these products or services. You can choose not
to provide this information, however, this may impair our ability to provide
you with the product or service you have requested. We may disclose
information we hold about you to retailers, the vehicle manufacturer,
insurers, related companies, third party service providers (under conditions
of confidentiality), warranty administrators, credit providers or as required
by law. In the event of a claim, we may disclose information and/or collect
additional information about you to or from investigators/legal advisors.
Personal information you provide to us will be handled in accordance with our privacy policy.
A full copy of our privacy policy can be found at www.mercedes-benz.com.au. If you wish to
update or access the information we hold about you then please contact us on (03) 9566 9266.
1
Definitions
Authorised a Mercedes-Benz retailer authorised by MBAuP to repair
Mercedes-Benz retailer your vehicle.
Covered component means a component of your vehicle that was originally
covered by the manufacturer’s vehicle warranty, but excludes
those components described under “Exclusions” or those
components excluded elsewhere in this warranty booklet,
in particular, these items are excluded:
a. Consumable items such as brake pads, tyres and wipers.
Defect means the malfunctioning of a covered component, such
that the covered component manifestly fails to perform the
function it is intended or designed to perform (but excludes
malfunctioning due to normal wear and tear).
Delivery date means the date on which you take possession of the vehicle
from the authorised Mercedes-Benz retailer.
Loss means any damages, debt, loss, foregone profit, penalty, fine,
expense, downtime, liability or costs (whether direct, indirect,
incurred, consequential or contingent).
Manufacturer’s Vehicle means the standard manufacturer’s vehicle warranty provided
Warranty by MBAuP that covered the components of your vehicle
when it was first sold as a new car, which at the time of your
purchase of the vehicle may or may not have expired.
Normal wear and tear means the reduction in operating performance of a covered
component that results from normal use, having regard to
the age of the vehicle and the total distance the vehicle has
travelled since new (this includes corrosion, perforation
and rust).
Vehicle means the Mercedes-Benz Certified vehicle that is described
in the Customer Consent Form.
Warranty administrator means us or any other entity that we authorize to administer
this warranty from time to time.
Warranty period This warranty period commences on the later of:
1. The date you purchased the vehicle; or
2. The date that the manufacturer’s vehicle warranty expired.
This warranty will expire 2 years after the commencement
date of this warranty.
We, us, our, MBAuP means Mercedes-Benz Australia/Pacific Pty Ltd
(ABN 23 004 411 410).
You, your means the person(s)/company named in the Customer
Consent Form being the purchaser and registered owner
of the vehicle.
2
Customer Consent
I am interested in receiving direct marketing from Mercedes-Benz
Australia/Pacific Pty Ltd in the following manner:
Email SMS/MMS/IM Regular mail Phone
To change your preferences at any time or to obtain a copy of our full Privacy Policy,
please contact the Data Protection Officer at Mercedes-Benz Australia/Pacific Pty Ltd,
44 Lexia Place, Mulgrave, Victoria, 3170, or via our website: www.mercedes-benz.com.au
Title:
First name:
Surname:
Business name: (if used for mailing address)
Preferred mailing address:
Suburb:
State: Post code:
Email address:
Phone number:
Vehicle Registration transfer date:
VIN:
Registration no.:
Vehicle make:
Model:
3
Introduction
Provided that you have:
a. Completed the Customer Consent Form;
b. Not received a letter declining cover,
Then MBAuP agrees to repair or (at the absolute discretion of MBAuP)
replace (or have one of its authorised Mercedes-Benz retailers repair or
replace) any covered component that suffers a manufacturing defect
during the warranty period, subject to the terms, conditions and exclusions
set out in this booklet. To the full extent permitted by law, MBAuP shall not
be liable under this warranty or otherwise for any loss whatsoever
(including any indirect, contingent or consequential loss, including without
limitation penalty rates, downtime and freight/load loss) resulting or that
may result from any defect. Our liability in all circumstances will, whenever
permitted by law, be limited to the repair or replacement of any defective
part or parts, or the payment of the cost of any such repair or replacement
as we in our sole discretion determine to be appropriate. Our total liability
under this warranty is limited in aggregate to the purchase price of the
vehicle (excluding the value of third party goods and services).
Your Warranty
This warranty is between you and MBAuP. It is made up of:
a. The Customer Consent Form; and
b. This booklet.
Together these documents set out the terms, conditions and exclusions of
your warranty. It is your responsibility to ensure that the details contained
in the warranty application are correct.
4
cont.
Warranty Period
This warranty is only valid during the warranty period.
The duration of the warranty period will depend on how much of the
manufacturer’s vehicle warranty remains (if any) when the vehicle is
delivered to you. Please ensure that you understand how the warranty
period is calculated, and MBAuP takes this opportunity to ask you to
familiarise yourself with the definition of “warranty period”.
CPO Warranty is not transferable if the retailer trades in the vehicle.
New CPO warranty must be applied for every new CPO sale.
Cancelling this Warranty
You may cancel this warranty at any time by writing to MBAuP to request
cancellation. In which case, the warranty will cease to apply from the date
we receive your written request.
We may cancel this warranty in any of the following circumstances:
a. At
any time when you have not fully complied with the conditions
of the warranty; or
b. If we reasonably believe that a claim made under this warranty is
fraudulent, misleading or deceptive in any respect.
If we cancel the warranty, the warranty will not apply to any claim made
by you if that claim has not been processed by the date of cancellation.
5
This warranty will be void and automatically cease to operate
if the vehicle:
1. is
modified from the manufacturer’s original specifications, unless
approved in writing by MBAuP;
2. is
not serviced throughout the warranty period as recommended by
us (see section ‘Servicing your vehicle’);
3. is
at any time used or tested in preparation for any form of motor
sport, competition, rally or race;
4. if the vehicle is being used for commercial hire, commercial
driver instruction or conveyance of passengers for fare or
reward, courier purposes, commercial carpooling or ride sharing
arrangements; the warranty concludes when the vehicle reaches
200,000kms on the odometer;
5. is used as a police or other emergency vehicle;
6. is used outside Australia;
7. is used for a purpose for which it was not designed;
8. at any time the odometer reading cannot be determined as accurate
by virtue of it having been inoperative, tampered with, altered,
disconnected or removed from the vehicle;
9. is damaged or destroyed so as to be classified as a write off,
repairable write off, a total loss or listed on an Australian state and
territory road transport authority as a major insurance claim;
10. is sold at public auction by any party other than MBAuP; or
11. becomes un-roadworthy or unregistered.
6
What is covered?
MBAuP agrees to repair or (at the absolute discretion of MBAuP) replace
(or have one of its authorised Mercedes-Benz retailers repair or replace)
free or charge any covered component that suffers a manufacturing defect
during the warranty period, subject to the terms, conditions and exclusions
set out in this booklet. The warranty does not cover any servicing,
maintenance, adjustment, upgrade, modification, and/or re-programming
required to any covered component, or the cleaning of any covered
component (including the removal of any algae, carbon, or sludge).
Parts used in repairing your vehicle may either be new or reconditioned
(at our option) and will be commensurate with the age and condition of
your vehicle. Reconditioned parts may be reconditioned other than by
the vehicle’s manufacturer.
There will be some instances where repairs cannot be authorised until
your vehicle has been dismantled. In these cases, we will need your
authority to dismantle your vehicle for proper diagnosis prior to
commencing any repairs. Provided that the problem is covered by
warranty, repairs will be authorised and you will not be charged anything
extra for dismantling and reassembling your vehicle. In instances where
the problem is not covered by this warranty, you will be responsible for
all costs associated with dismantling and reassembling your vehicle.
7
Servicing your vehicle
You must ensure that all services recommended by the manufacturer are
performed in accordance with Mercedes-Benz requirements, this is found
in the vehicle’s Maintenance Booklet or Digital Service Booklet.
Either the vehicle Digital Service Booklet or Maintenance Booklet must be
updated/stamped and dated with the correct kilometres by the repairer
that performs the servicing. This information will be needed in the event
of a claim. Failure to produce this or comply may void your warranty.
We recommend that all repairs and servicing be performed by an
authorised Mercedes-Benz retailer. These workshops are well equipped
with qualified personnel that will help to ensure quality service for you
and your vehicle. You are free to go elsewhere, but you risk the warranty
no longer applying if your non-authorised repairer causes a fault.
All malfunctioning covered components removed from your vehicle as
a result of being replaced under this warranty are the property of MBAuP.
If you do not comply with these servicing requirements, MBAuP may
(at its absolute and unfettered discretion) refuse a claim or cancel
this warranty.
8
Making a claim
To make a claim under this warranty:
1. Return the vehicle to an authorised Mercedes-Benz retailer.
2. Provide details of this warranty when delivering your vehicle to the
authorised Mercedes-Benz retailer and ask the service personnel
to lodge a claim on your behalf.
3. Complete a claim form if requested. Other documentation such as
proof of servicing, invoices etc. may also be required. We will ask
for this documentation if we decide that it is required.
4. When travelling away from home, in the event that your vehicle
requires emergency repair work and you are unable to deliver your
vehicle to an authorised Mercedes-Benz retailer please contact
Mercedes-Benz Roadside Assistance on 1300 762 718.
9
Warranty Exclusions
What is not covered by this warranty:
1. Any defects due to misuse, intentional damage, neglect and normal
wear and tear.
2. Items fitted to the vehicle which aren’t genuine approved parts
or options and resulting damage.
3. Defects or repairs required as a result of operating the vehicle
and ignoring warning indicators.
4. Defects attributable to repairs performed by any person other
than an authorised Mercedes-Benz retailer.
5. Defects attributable to a car accident.
6. Defects caused by contaminated or wrong grade or specification
of fuel and lubricants.
7. Defects caused or contributed to by a non-covered component.
8. Rectification of rattles, squeaks, adjustments and water entry.
9. The replacement of consumable items sitems such as brake pads,
tyres and wipers.
10. Any maintenance, upgrade, adjustment, modification and/or
reprogramming required to any covered component.
11. Damage due to natural, external and/or environmental influences
including but not limited to climatic conditions, bird or animal
droppings, road salt, plant and animal substances and pollution.
12. Damage caused by improper care, improper cleaning methods,
cleaning materials and spray waxes not recommended by us.
13. Damage caused by use of the vehicle beyond its engineered and
stated capability in regards to use, application and load capacity.
14. Goods not manufactured by us (including but not limited to the
goods and services of body builders and other suppliers). Defects in
or consequential to the use of such goods are the responsibility of
the third party manufacturer or supplier. We will provide the name
and contact details of any such manufacturer or supplier on request
and it is your responsibility to make claims under such warranties.
15. Defects or repairs required if you continue to operate the vehicle
after a defect arises.
10
Warranty Exclusions
Customer complaints on normal wear and tear and the usual wear scopes
cannot be claimed under CPO warranty. Aging and operational wear that
occur due to the normal usage of the vehicle under the appropriate service
and environmental conditions may have the below.
The consequences can be:
1. Soiling and material discoloration.
2. Other
visual changes due to usage such as signs of wear and tear
in the vehicle.
3. Interior,
on the paint and on the soft top.
4. Changes to the body and suspension settings.
5. Premature failures of suspension components e.g. brake disks,
shock absorbers.
11
Mercedes-Benz Certified
Vehicle Road Care
Mercedes-Benz Road Care applies during the Mercedes-Benz Certified
warranty period and is offered to provide owners with assistance in case
of a breakdown anywhere in Australia, 365 days a year.
In case of a breakdown simply call our 24 hour Toll Free
Telephone Number.
1300 762 718
Mercedes-Benz Road Care
12
Validity
Mercedes-Benz Road Care applies to Mercedes-Benz passenger cars
with a current Mercedes-Benz Certified warranty.
The period of Mercedes-Benz Road Care cover will be equivalent
to the Mercedes-Benz Certified warranty period specified on the
warranty application.
The Mercedes-Benz Road Care programme applies where the vehicle,
whilst in the course of a journey, suffers a breakdown anywhere in
Australia. Additionally the vehicle must be undriveable or otherwise
unable to complete the journey.
13
Scope of Mercedes-Benz Road Care Services
Situation Road Care Cover
1a. Breakdown A journey which you have We will arrange for breakdown
assistance commenced is interrupted due to assistance to be provided. Costs for
any of the following: flat tyre, flat travel to and from your vehicle are
battery, run out of fuel, lost keys or covered. In addition minor repairs up
keys locked in car or any unknown to a maximum of $200 (labour/parts/
cause (except traffic accident). taxes) per breakdown are preformed
free of charge.*
1b. Traffic accident Your vehicle is undriveable as the We will arrange for a tow truck to
result of a traffic accident. take your vehicle to a repair shop
and organise for a taxi to take you
to your destination. Towing and taxi
charges are payable by you.
*Please refer exclusions on page 19.
2. Messages/ If your breakdown or traffic We will notify your appointment
appointment accident may cause you to miss partner, re-book your flight
an appointment or airline booking. (at your cost), and pass on any other
messages to persons concerned.
3. Towing/vehicle If your vehicle breaks down We will arrange for your vehicle to be
recovery and cannot be driven any further towed or transported to the nearest
or repaired on the road side. authorised Mercedes-Benz Certified
retailer (if practicable) or to another
such repair facility as we, at our
discretion, select up to 40km.
Alternatively, you may choose for
your vehicle to be towed to another
authorised Mercedes-Benz retailer
and we will cover the costs up to
40km from the nearest authorised
Mercedes-Benz retailer.
4. Remote area* A journey which you have We will arrange for breakdown
breakdown assistance commenced is interrupted due assistance to be provided at
to any of the following: flat battery, owner’s cost.
flat tyre, run out of fuel, lost keys or
keys locked in car or any breakdown
caused by driver negligence, improper
use or accident related situations.
14
cont.
Situation Road Care Cover
5. Remote area* Your vehicle breaks down in “Unlimited” towing will only be
towing/recovery a remote area and cannot be driven applicable to breakdowns as a direct
any further or repaired on site. result of a mechanical or electrical
failure that is covered by the vehicle’s
warranty. A maximum dollar limit of
$5,000 applies to any single incident.
Towing will not be covered for failure
caused by the improper fitment of
accessories, failures of non-genuine
accessories and driver negligence.
*Remote areas – an area which normally is accessible only by 4WD vehicles or which requires specialised heavy equipment.
6. Taxi As a direct result of the breakdown Cost of taxi journeys to either home,
it is necessary to make a short airport, railway station, hotel, original
taxi journey. destination, car hire centre or
workshop, up to a maximum value
of $200 per breakdown.
7. Legal assistance You require guidance on legal issues We will provide advice on legal
relating to the ownership and use requirements and formalities
of a motor vehicle. regarding registration, insurance,
stamp duty, leasing regulation or
interstate traffic regulations.
8. Medical assistance Within Australia you are We will provide advice on medical
more than 100km from home questions, arrange referral to local
and require medical assistance. doctor, referral to local emergency
services, help organise hospital
admission, arrange transfer of
medical records, monitor treatment
and progress, arrange transport to
an appropriate place of treatment
liaise with family practitioner,
relatives and friends.
15
Situation Road Care Cover
9.
Hire vehicle, train If your vehicle cannot be repaired Please note: hire vehicle is not
flight, overnight on the day of the breakdown for available if this breakdown occurs
accommodation a reason other than as a result of less than 70km from home base.
a traffic accident or similar physical
damage, one of the following options
will be provided to you and the other
occupants of the vehicle:
1. We will arrange a hire car for the Hire car costs exclusive of fuel and oil
continuation of your journey. up to $1000 per breakdown, until your
vehicle has been repaired. Provision of
the hire car ceases at 5pm on the day
you are notified that your vehicle has
be repaired and all hire car costs
relative to a period after that time
will be your responsibility.
2. You can continue your journey Reimbursement of travel costs up to
using public transport to $500 per person and per breakdown
reach your original destination (driver plus 4 passenger limit).
or residence.
Please note: Alternative transport not
available if the breakdown occurs less
than 70km from home base.
3. You wish to wait until your 3a. Reimbursement for
vehicle has been repaired and accommodation costs including
stay overnight for this reason. breakfast up to a maximum of
4 nights up to $200 per person
per night.
Please note: Accommodation not 3b. If your vehicle is still not repaired
available if the breakdown occurs after the first night, you may
less than 70km from your intended choose option 1 or 2 instead of
destination or home base.
further accommodation under
section 3a.
10. Obtaining
Your vehicle cannot be repaired Freight costs of obtaining the parts
replacement parts immediately because the necessary necessary to repair the vehicle (air
parts are unavailable. freight and express delivery charges).
16
Procedure in the
event of a breakdown.
Please call our Road Care 24 hour number
1300 762 718
You will be required to give the following details:
a. Name
of Road Care member.
b. Vehicle Identification No. (VIN), (see maintenance booklet,
Mercedes-Benz Road Care plastic card member number,
or on vehicle – location dependent on model).
c. Nature of breakdown.
d. Location of immobilised vehicle.
e. Phone contact for return call (if available).
After receiving assistance under the terms of Mercedes-Benz
Road Care you may be asked to sign a claim form.
If you incur any expenses for items covered under Mercedes-Benz
Road Care, please retain receipts and call 1300 762 718 to arrange
for reimbursement, or contact your Mercedes-Benz retailer.
17
Road Care Exclusions
Mercedes-Benz Road Care does not cover breakdowns which are:
1. The result of an accident, except as provided in paragraph 1b.
2. Caused intentionally or by negligence on the part of the owner,
the driver or one of the occupants of the vehicle.
3. Due to the use of non-authorised parts or due to alterations to
the vehicle which have not been authorised by Mercedes-Benz.
4. Caused by the theft of vehicle or vehicle components.
5. Due to participation in motor sport events or the practice
for such events.
6. The result of war, terrorism, civil unrest, earthquake, storm,
or other acts of nature.
7. Provision of a hire vehicle is not covered:
a. Within 70km radius of home address, as a result of breakdown.
b. The vehicle is at the retailer for prearranged service or
repair work.
c. If service or repair work down time is due to parts or
labour shortages.
d. If the retailer is unable to supply a loan or courtesy vehicle
whilst performing service or repairs.
8. Where the total repair cost per breakdown exceeds $200
(labour/parts/taxes), then the entire repair cost will be
the vehicle owner’s responsibility.
For situations that are not covered by Mercedes-Benz Road Care please
remember that the services of our extensive network of Mercedes-Benz
Certified authorised Mercedes-Benz workshops are available to you
throughout Australia. In these cases the customer will be responsible for
the costs. In order to obtain a rental vehicle it will be necessary for you to
leave an imprint of a credit card with the rental company. All rental vehicle
running costs, i.e., petrol, toll charges, fines, insurance excess reduction
and consumables are your responsibility. In the event of an accident, the
accident excess is also your responsibility. The hire will be subject to the
vehicle rental company’s usual terms and conditions.
18
Authorisation and
reimbursement of costs*
In situations where an owner intends to incur costs for any services
offered, the cost of which may be covered by Mercedes-Benz
Road Care, authorisation must be obtained by calling:
1300 762 718
Reimbursement can be arranged by also calling this number,
or contacting a Mercedes-Benz Certified authorised
Mercedes-Benz retailer.
*Please refer to exclusions on page 19.
19
Effective date 3rd March 2021.
Information contained in these materials is subject to change without notice.
Mercedes-Benz Australia/Pacific Pty Ltd. 44 Lexia Place, Mulgrave, Victoria, 3170. ABN 23 004 411 410.
and Mercedes-Benz are registered trademarks of Daimler AG, Stuttgart, Germany.
