Program and Reconditioning Manual - Mercedes-Benz

Transcription

Mercedes-Benz Certified Pre-Owned
Program and Reconditioning Manual
Revised February 2015
Certified Pre-Owned
by
Mercedes-Benz Certified Pre-Owned Reconditioning Manual, Revised February 2015
Mercedes-Benz
TABLE OF CONTENTS
A. MBCPO PROGRAM OVERVIEW
1. How You Can Make Your Star Shine.................................................................................................................. 1
2. The Mercedes-Benz Goal. ................................................................................................................................. 2
3. Overview........................................................................................................................................................... 2
4. Dealer Commitment.......................................................................................................................................... 6
B. WARRANTY AND ADMINISTRATION
1. MBCPO Warranties: Expressions of Confidence................................................................................................ 7
2. Mercedes-Benz Certified Pre-Owned Warranty Coverage.................................................................................. 8
3. Completing the Service and Warranty Booklet for the MBCPO Limited Warranty............................................ 12
4. Confirming Warranty Coverage....................................................................................................................... 12
5. Warranty Administration................................................................................................................................. 13
C. RECONDITIONING OVERVIEW
1. Building Customer Relationships..................................................................................................................... 14
2. Reconditioning Strategy.................................................................................................................................. 14
3. The MBCPO Vehicle Inspection and Certification Process.............................................................................. 16
D. TECHNICAL INSPECTION
1. Vehicle Appraisal: The Starting Point............................................................................................................... 20
2. MBCPO Inspection Process............................................................................................................................. 20
3. Certification Stoppers..................................................................................................................................... 22
E. APPEARANCE RECONDITIONING
1. Reconditioning is a Team Effort....................................................................................................................... 27
2. Aftermarket Alert............................................................................................................................................ 29
3. MBCPO Appearance and Reconditioning Standards....................................................................................... 30
Unacceptable Damage.................................................................................................................................... 33
4. Appearance Reconditioning Guidelines for Qualifying Vehicles
More Than 15 Months Old with More Than 18,000 Total Vehicle Accumulated Miles. ........................................................... 34
5. Appearance Reconditioning Guidelines for Qualifying Vehicles
Less Than 15 Months Old with Fewer Than 18,000 Total Vehicle Accumulated Miles............................................................ 36
F. MATERIALS AND PROCEDURES
1. Tools and Procedures for Reconditioning to MBCPO Standards...................................................................... 38
2. Repair Procedures........................................................................................................................................... 39
G. CUSTOMER CARE: THE MERCEDES-BENZ WAY
1. Building Customer Trust and Confidence through Customer Care................................................................... 43
H. PERFORMANCE REPORTING AND MEASUREMENT
1. MBCPO Compliance: Critical for Success........................................................................................................ 48
2. Process Improvement Reviews........................................................................................................................ 48
3. MBCPO Performance Guidelines Exception Reports....................................................................................... 50
4. Consequences of Noncompliance with MBCPO Standards..............................................................................51
1.
HOW YOU CAN MAKE YOUR STAR SHINE
With MBCPO, we provide a profit opportunity for you and your Dealership and the unique Mercedes-Benz ownership
experience for your Customer. Thanks to successful new-vehicle sales in recent years, Mercedes-Benz Dealers are
able to take advantage of an increasing supply of high-quality, pre-owned Mercedes-Benz vehicles returning to the
market. This represents a unique opportunity for greater profitability and growth.
We have achieved great success in the Certified Pre-Owned segment, but the market is becoming more
competitive every year as luxury and near-luxury manufacturers continue to improve their own certified pre-owned
vehicle programs. At the same time, however, demographic similarities between new near-luxury vehicle buyers
and Mercedes-Benz pre-owned buyers have opened up fresh targets for the Mercedes-Benz brand: upwardly
mobile, often young Customers who aspire to the prestige and quality of a Mercedes-Benz vehicle and who would
prefer a pre-owned Mercedes-Benz vehicle over a new, near-luxury brand.
If Dealers follow the Customer Care guidelines that have been established for the MBCPO Program (see Section
G), many MBCPO buyers will make their next purchase a new or another pre-owned Mercedes-Benz vehicle.
The MBCPO Program also is designed to accelerate demand for all Mercedes-Benz pre-owned vehicles by seeking
to increase resale values. Resale values impact new vehicle residual values. This in turn can help lower lease
payments for new vehicle Customers who lease. For new vehicle Customers who purchase, higher resale values
reinforce their purchase as a wise investment and help forge a more loyal owner. Additional pre-owned sales of
warranty-backed vehicles also can help keep Customers loyal to Dealers for maintenance and service. Optional
Extended Limited Warranties also present profit opportunities for your Dealership. All of this can help improve our
overall competitiveness—and your potential gross profits.
MBCPO presents an integrated approach to marketing and retailing Certified Pre-Owned Mercedes-Benz vehicles.
Designed to be a premier pre-owned vehicle program, it has the full and enthusiastic support and commitment of
MBUSA and Mercedes-Benz Financial.
1
2.
THE MERCEDES-BENZ GOAL Pre-owned Customers are as important as new-vehicle Customers. They are the future of our business and offer
an immediate profit opportunity. Every step of the MBCPO process is designed to help deliver the ownership
experience that Customers have come to expect of the Mercedes-Benz brand.
Manufacturers’ certified pre-owned programs have helped ease Customer concerns about buying
pre-owned vehicles. Our strategy is to surpass our competition and set a new benchmark in pre-owned vehicle
marketing. The Mercedes-Benz goal is to provide all of our Customers quality vehicles in a Customer-friendly
environment, built on trust and confidence. Most importantly, we must conduct MBCPO business with integrity.
This applies to our relationships with our Customers and our colleagues at other authorized Mercedes-Benz
Dealerships. Trust is the cornerstone of the MBCPO Program.
3.
OVERVIEW
3.1
Program Objectives It is our goal to ensure growth and increase your profitability in all areas of the business by winning
new, near-luxury buyers and other potential Mercedes-Benz owners who may aspire to Mercedes-Benz
ownership. To achieve this goal, the MBCPO Program will focus on these objectives:
• Enhance the Mercedes-Benz brand image
• Increase new-vehicle resale and residual values
• Improve the overall quality of the Mercedes-Benz vehicle population in the United States
• Increase the number of Mercedes-Benz pre-owned units sold through Dealers
• Create more F&L opportunities
• Generate more Parts and Service sales
• Achieve conquest sales in markets crucial to our future: namely new, near-luxury buyers and those
aspiring to Mercedes-Benz ownership
The information in this manual was correct as it went to press. For the most current policies and
procedures, please visit the Mercedes-Benz Certified Pre-Owned Program Web site: www.mbcpo.com.
Visit www.mbcpo.com for the most
current policies and procedures.
2
3.2
MBCPO Program Highlights
Wide Selection of High-Quality Vehicles: Eligible Vehicles
3.2.1
Up to six model years old, with less than 75,000 miles at the time of sale
•Model year eligibility is calculated as: current calendar year – six years = oldest
model year eligible
•For example: Calendar Year 2015 – 6 years = Model Year 2009 (and newer models
are eligible)
3.2.2
Vehicle must have been originally distributed and sold through MBUSA
3.2.3
Vehicle must be reconditioned and documented to meet MBCPO Standards
•Rigorous vehicle inspection and certification process
•Reconditioning performed by MBUSA-certified Dealer Technicians
3.2.4
The following vehicles are not eligible for MBCPO Certification:
•Maybach
• Fuel Cell
•SLR
• Mercedes-Benz Guard
•SLS
• Dealer demonstration vehicles
•B-Class
• Vehicles used for hire or commercial use
Consult Sections C through F of this manual for details.
3.3
Mercedes-Benz Certified Pre-Owned Limited Warranty
CONDITION
TERM
COVERAGE
If a vehicle has a
remaining New
Vehicle Limited
Warranty on the
MBCPO delivery
date (as entered
into NetStar):
•The New Vehicle Limited Warranty
remains in effect for its original term (four
years or 50,000 total vehicle accumulated
miles, whichever occurs first)
•MBCPO Limited Warranty coverage begins
after the New Vehicle Limited Warranty
expires
•MBCPO Limited Warranty coverage
expires five years after the New Vehicle
Limited Warranty start date
•As of January 2014, MBCPO Limited
Warranty has no mileage limitation
ngine,
E
transmission,
cooling system,
braking system,
electrical systems,
navigation, and
climate control1
If the vehicle
does not have a
remaining New
Vehicle Limited
Warranty on the
MBCPO delivery
date (as entered
into NetStar):
•MBCPO Limited Warranty coverage starts
on the MBCPO delivery date (as entered
into NetStar) and expires one year from
the MBCPO Limited Warranty start date
•As of January 2014, MBCPO Limited
Warranty has no mileage limitation
ngine,
E
transmission,
cooling system,
braking system,
electrical systems,
navigation, and
climate control1
ZERO
DEDUCTIBLE
TRANSFERABLE
ü
ü
ü
ü
Consult Section B of this manual and the Warranty Policy and Procedures Manual for details, terms, and limitations.
1 Refer to the Mercedes-Benz Certified Pre-Owned Limited Warranty Service and Warranty Information booklet; wear and tear items are not included.
3
3.4
Mercedes-Benz Certified Pre-Owned Extended Limited Warranties • Available only on MBCPO vehicles
• Two MBCPO ELWs are offered:
4
– One year / Unlimited vehicle miles
– Two year / Unlimited vehicle miles
•MBCPO ELW Component coverage is identical to MBCPO Limited Warranty coverage
•Coverage begins when the MBCPO Limited Warranty expires and lasts for either 12 more
months, or for 24 more months, without mileage limitations
(Unlimited mileage MBCPO ELW available after January 15, 2014)
• Zero deductible
• Available anytime after MBCPO vehicle purchase until the MBCPO base warranty ends
•Transferable from Customer to Customer in private sale only; void if transfer is to a Dealership,
broker, financial institution or other wholesale entity
Consult Section B of this manual and the Warranty Policy and Procedures Manual for details, terms,
and limitations.
3.5
Mercedes-Benz Customer Care
•Mercedes-Benz Roadside Assistance2 (Sign and Drive) is available. For more
information, please visit www.mercedesroadside.com.
•Exchange Privilege for seven calendar days/500 miles, whichever occurs first3
•Towing and trip interruption benefits for warrantable repairs for the life of the MBCPO
Limited Warranty and MBCPO Extended Limited Warranty (if applicable)4
Consult Section G of this manual and the Roadside Assistance Handbook for details, terms,
and limitations.
Roadside Assistance repairs may involve charges for parts, service, and towing. At times these services may be performed by an outside, authorized Mercedes-Benz
service provider.
2
The Exchange Privilege: All Dealers participating in the MBCPO Program have agreed to provide this exchange privilege: If a Customer is not satisfied with his or
her vehicle, he or she can bring it back within seven calendar days or 500 miles from date of sale, whichever occurs first. Under the Exchange Privilege Program,
your Customer can exchange his or her vehicle for another Mercedes-Benz Certified Pre-Owned vehicle or new Mercedes-Benz vehicle of equal or greater price. The
original vehicle must be returned to the selling Dealer. The original vehicle must be in the same condition (as determined by the Dealer) as when it was delivered. The
Exchange Privilege for a vehicle of greater price requires consumer payment of the difference in price between the two vehicles’ purchase prices. Consult Section G of
this manual for more details, terms, and limitations. Each Dealer must develop its own applicable Exchange Privilege Form and process for administering the MBCPO
Exchange Privilege. Dealers should consult their attorneys regarding state and local legal requirements relating to the Exchange Privilege.
3
T rip Interruption: If warranty repairs occur more than 100 miles from the driver’s place of residence—and repairs require the vehicle to remain overnight at an
authorized Mercedes-Benz Dealership while the warranty repairs are being done—the Customer will be reimbursed for his or her trip interruption (for a maximum
of three consecutive nights immediately following the vehicle disablement, for up to $300 per day). The funds are specifically intended to defray the costs of
accommodations, meals, and substitute travel arrangements. Trip Interruption claims must be presented to and approved by an authorized Mercedes-Benz Dealership.
Reimbursement will be provided by an authorized Mercedes-Benz Dealership upon the determination that the request falls within the parameters of the Trip
Interruption program. Eligibility for this benefit will not be finalized until it is determined that the required repairs are covered under warranty. Vehicle and repair must
be covered by the New Vehicle Limited Warranty, the MBCPO Limited Warranty, or the MBCPO Extended Limited Warranty.
4
4
3.6
Sales and Service Support for Dealers
•Advertising support in television, radio, and print media
•Available in-store displays and signage
•Vehicle Locator through NetStar
•Window label printing
•Program and Reconditioning Manuals
•Training of key Dealership personnel (consult Section 10 of the Mercedes-Benz Certified
Pre-Owned Program Manual for more information)
•Marketing planners
•Internet support via www.mbusa.com and www.mbcpo.com, and the NetStar News Channel
3.7
Customer Satisfaction Program
•MBUSA survey of each MBCPO buyer to determine Customer satisfaction
•Monthly reporting summarizing results by Dealer and Mercedes-Benz Sales Consultant
3.8
Advertising and Marketing Support
MBUSA advertising and marketing are designed to provide a consistent message, tone, and
look and feel to the MBCPO Program nationwide. MBUSA’s commitment to Dealers includes:
•Advertising using television, radio, print, and social media
•Relationship marketing
•Public relations campaigns
•Maintenance of extensive inventory information online at www.mbusa.com linked to the
Dealer Web sites
•Individual Mercedes-Benz Dealership Web sites with detailed MBCPO information and live
inventory information
•Links to partner Web sites
•Sales Ranking listed on MBCPO.com
We must hold ourselves to a high standard. Dealerships are focal points for establishing a
premium brand identity for Mercedes-Benz Certified Pre-Owned vehicles. At Dealerships,
physical displays, signage, and point-of-purchase materials are important. On-site materials
must convey an image of quality, dependability, value, affordability, reliability, security, and
safety. Distinctive MBCPO window labeling also sets MBCPO vehicles apart and provides
complete details about their features, components, warranty coverage, and price.
5
4.
DEALER COMMITMENT MBUSA is committed to providing support in the form of training, intensive advertising, and marketing to help
ensure consistent and successful execution of the Mercedes-Benz Certified Pre-Owned Program.
To maintain participation in the MBCPO Program, Dealers must comply with the Mercedes-Benz Certified PreOwned Vehicle Program Dealer Participation Agreement, which contains the following requirements, among
others:
4.1
All appropriate employees shall perform MBCPO Certification Training as required
4.2
Dealer shall maintain the minimum MBCPO inventory requirements
4.3
Dealer shall recondition and certify eligible vehicles according to the standards set forth in this
manual
4.4
Dealer shall maintain NetStar reporting of all pre-owned and Certified Pre-Owned vehicles
4.5
Dealer shall meet the MBCPO sales objectives
4.6
Dealer shall meet the MBCPO display standards
4.7
Dealer shall meet and maintain the Customer satisfaction ratings established by MBUSA
4.8
Dealer shall offer the MBCPO Extended Limited Warranties to Customers
4.9
ealer may inform Customers of the MBCPO seven–day/500–mile Exchange Privilege depending
D
on the state in which the dealership conducts business. Not all states allow the seven-day/500mile Exchange Privilege. Please verify with your legal counsel if the Exchange Privilege may be
offered to Customers who wish to purchase an MBCPO vehicle.
4.10
Dealer shall comply with the MBCPO Delivery Standards for Certified Pre-Owned vehicles
4.11
Dealer shall participate in MBUSA’s Web site program
4.12
Dealer shall perform a CARFAX Vehicle History Report® on every MBCPO vehicle
Please refer to the MBCPO Dealer Terms and Conditions for the complete requirements.
6
1.
MBCPO WARRANTIES: EXPRESSIONS OF CONFIDENCE
The Mercedes-Benz Certified Pre-Owned Limited Warranty is the foundation of Mercedes-Benz USA’s (MBUSA)
premium pre-owned program. It offers Mercedes-Benz Dealers a unique marketing tool that is exclusively theirs.
It tells the Customer that MBUSA and its Dealers have confidence in these vehicles.
The MBCPO Limited Warranty and MBCPO Extended Limited Warranties have been structured to protect
Customers and be cost competitive for Dealers. You may wish to include one of the MBCPO Extended Limited
Warranties as a Dealer-added option in the advertised price of your MBCPO vehicles. Many Dealers have
successfully maximized profits in this way.
1.1
MBCPO Warranty Benefits
The MBCPO Limited Warranty and MBCPO Extended Limited Warranties offer several benefits to Customers
and Dealers:
Security
MBCPO Warranties represent the depth of Mercedes-Benz’s commitment to the Customer. It is
value added to the purchase or lease.
ustomer
C
Convenience
There is no need to delay repairs until an adjuster can inspect a vehicle. The warranties are honored
by all authorized Mercedes-Benz Dealers across the United States.
ealership
D
Convenience
Claims are processed in the same manner as new vehicle warranty claims. Service personnel will
appreciate the fact that the damage codes and administration are familiar.
Quality
Certified Mercedes-Benz Technicians perform repairs using only genuine Mercedes-Benz Parts,
exchange units, and factory-approved accessories. These parts meet the same quality control
standards as the original equipment and comply with all applicable federal and state safety
regulations.
Zero Deductible
The Customer is not required to pay a deductible on any warranty service; pre-payments are not
necessary.
Transferability
The warranty “goes with the vehicle” when a vehicle is sold to another Customer. Transfers to
Dealerships, brokers, finance institutions including Mercedes-Benz Financial), or other wholesale
entities void the Limited Warranty and the Extended Limited Warranty. By removing the warranty and
recertifying the vehicle, we ensure consistent quality and warranty coverage for all MBCPO vehicles. All
warranties (except any remaining New Vehicle OEM warranties) are deactivated when a Mercedes-Benz
vehicle goes through an auction.
MBCPO Limited Warranties are originally distributed and sold through MBUSA, except in Florida where MBCPO
Extended Limited Warranties are administered by MVSA Company, Inc., an MBUSA subsidiary.
7
2.
MERCEDES-BENZ CERTIFIED PRE-OWNED WARRANTY COVERAGE
2.1
MBCPO Limited Warranty
2.1.1 The MBCPO Limited Warranty is not a mirror or an extension of the New Vehicle Limited Warranty
2.1.2 T he MBCPO Limited Warranty is included with the vehicle as a part of its MBCPO certification and
must be included in the base price of the vehicle; the MBCPO Limited Warranty cannot be sold as
a separate line item, and the Customer does not sign any contracts for the Warranty
2.1.3 Provided and administered by MBUSA
2.1.4 T ransferable from Customer to Customer in private sale only; void if transfer is to a Dealership,
broker, financial institution, or other wholesale entity
2.1.5 Zero deductible
2.1.6 Most major components are covered, including:
• Components for engine, transmission, rear axle assembly, electrical systems, and brake
system (excluding wear and tear components)
• ETS, ESP, ASD, ASR, 4-Matic, and G-Class 4-Wheel Drive
• Suspension, steering, soft top/retractable hardtop assembly, roll bar system, central locking
system, climate control, closing assist, cooling system, and fuel system
• Audio System: head unit, speakers, audio amplification system, and CD player/changer (cell
phone components excluded) and antenna system
• Optical Network: optics and connectors associated with optical componentry
• COMAND: control display unit, central processor, steering wheel control system,
integrated CD drive, integrated navigation process, GPS antenna system, and
navigation CD drive
Consult the Mercedes-Benz Certified Pre-Owned Limited Warranty Service and Warranty Information
booklet for a complete listing of covered parts and systems.
2.1.7 If a vehicle has a remaining New Vehicle Limited Warranty on the MBCPO delivery date
(as entered into NetStar):
• The New Vehicle Limited Warranty remains in effect for its original term (four years or
50,000 total vehicle accumulated miles, whichever occurs first)
• MBCPO Limited Warranty coverage begins after the expiration of the New Vehicle Limited
Warranty
• MBCPO Limited Warranty coverage expires five years after the New Vehicle Limited
Warranty start date
• MBCPO Limited Warranty has no mileage limitation. This program began in January 2014
Consult the Mercedes-Benz Certified Pre-Owned Limited Warranty Service and Warranty Information
booklet for terms and a full listing of exclusions and limitations.
8
2.1.8 If a vehicle does not have a remaining New Vehicle Limited Warranty on the MBCPO delivery
date (as entered into NetStar):
•MBCPO Limited Warranty starts on the MBCPO delivery date (as entered into NetStar)
•MBCPO Limited Warranty coverage expires one year from the MBCPO Limited
Warranty start date
•MBCPO Limited Warranty has no mileage limitation. This program began in
January 2014
2.2
MBCPO Extended Limited Warranties (MBCPO ELWs)
2.2.1 Available only on MBCPO vehicles
2.2.2 Two MBCPO ELWs are offered:
•One year / Unlimited vehicle miles
•Two year / Unlimited vehicle miles
2.2.3 MBCPO ELW Component coverage is identical to MBCPO Limited Warranty coverage
2.2.4 C
overage begins when the MBCPO Limited Warranty expires and lasts for either 12 more
months, or for 24 more months, without mileage limitations
(Unlimited mileage MBCPO ELW available after January 15, 2014)
2.2.5 Zero deductible
2.2.6 Available anytime after MBCPO vehicle purchase until the MBCPO base warranty ends
2.2.7 T ransferable from Customer to Customer in private sale only; void if transfer is to a
Dealership, broker, financial institution or other wholesale entity
2.3
MBCPO Warranty Exclusions
The MBCPO Limited Warranty and MBCPO Extended Limited Warranties do not cover the following:
2.3.1 A
ll items not specifically identified as covered by the MBCPO Limited Warranty or the
optional MBCPO Extended Limited Warranties
2.3.2 Damage caused by outside influences
2.3.3 D
amage due to accidents, fraud, negligence or misuse, improper adjustments, modification,
alterations, disconnection, or tampering
2.3.4 Damage due to lack of maintenance
2.3.5 Normal maintenance
2.3.6 Damage caused by other than original equipment parts
2.3.7 Altered odometer
2.3.8 Consequential damages (See Section B.2.4)
9
2.3.9 Repairs at non-authorized dealers
2.3.10 Liability from use of the vehicle
2.3.11 Taxes
2.3.12 Some major components are not covered, including:
• Paint
• Interior and exterior trim
• Glass
• Shock absorbers and support struts
• Cellular phones
• All vehicle batteries
Consult the Mercedes-Benz Certified Pre-Owned Limited Warranty Service and Warranty
Information booklet and Mercedes-Benz Certified Pre-Owned Extended Limited Warranty
application for terms and a full listing of exclusions and limitations.
2.4
Consequential Damage
Primary and Secondary Loss Definition
Primary Loss
This MBCPO Limited Warranty only covers the Primary Warranted failed part, as well as damage to
other components which are damaged as a direct result of the failed Primary Warranted part.
Secondary Loss:
Secondary losses are not covered by the MBCPO Limited Warranty. Examples of Secondary Losses
include, but are not limited to, Consequential Damages, which are damages/expenses incurred
subsequent to a primary loss.
Mercedes-Benz Certified Pre-Owned Limited Warranty
Service and Warranty Information
Consult the Mercedes-Benz Certified
Pre-Owned Limited Warranty Service and
Warranty Information booklet for complete
terms, exclusions and limitations.
Certified Pre-Owned
by
January 2014
Mercedes-Benz
10
2.5
MBCPO Warranty Scenarios
Some examples of how MBCPO Warranties will help protect your Customers—depending on the age and mileage of the MBCPO
vehicle they purchase and whether they purchase an Extended Limited Warranty—are on Section B.1.1.
cenario #1: If an MBCPO Customer purchases a two-year-old vehicle with 30,000 total vehicle accumulated miles on
S
the MBCPO delivery date (as entered into NetStar):
• T he remaining Mercedes-Benz New Vehicle Limited Warranty coverage is for two years or 20,000 more total
vehicle accumulated miles, whichever occurs first
• MBCPO Limited Warranty coverage will begin when the New Vehicle Limited Warranty expires
• M
BCPO Limited Warranty coverage will expire five years from the New Vehicle Limited Warranty start date
(with no mileage maximum during MBCPO Limited Warranty coverage)
• If your Customer also purchased an ELW (either at the time of MBCPO sale or any time before the base
warranty expires), coverage begins when the MBCPO Limited Warranty expires and lasts for either
12 more months, or for 24 more months, with no mileage maximum. (Unlimited mileage MBCPO ELW available
after January 15, 2014)
Scenario #2: If your Customer purchases a 10-month-old vehicle with 1,000 total vehicle accumulated miles on the
MBCPO delivery date (as entered into NetStar):
• The MBCPO vehicle will have received a reduced MBCPO inspection prior to certification
• T he Mercedes-Benz New Vehicle Limited Warranty will continue through its term (four years/50,000 miles,
whichever occurs first)
• MBCPO Limited Warranty coverage will start when the New Vehicle Warranty expires
• M
BCPO Limited Warranty coverage will expire five years from the New Vehicle Limited Warranty start date
(with no mileage maximum during MBCPO Limited Warranty coverage)
Scenario #3: If your Customer purchases a six-year-old vehicle with 55,000 total vehicle accumulated miles:
• The Mercedes-Benz New Vehicle Limited Warranty will have expired
• MBCPO Limited Warranty coverage starts on the MBCPO delivery date (as entered into NetStar)
Consult the Mercedes-Benz Certified Pre-Owned Limited Warranty Service and Warranty Information booklet and the
Mercedes-Benz Certified Pre-Owned Extended Limited Warranty application for terms and a full listing of exclusions
and limitations.
11
3.
COMPLETING THE SERVICE AND WARRANTY BOOKLET FOR THE MBCPO LIMITED WARRANTY
The Mercedes-Benz Certified Pre-Owned Limited Warranty Service and Warranty Information booklet provides
Customers with details on terms including all covered items, exclusions, and coverage periods for the MBCPO
Limited Warranty.
4.
o
The Dealer or a designated employee should enter the required information carefully and completely
o
Enter complete information about the Dealership including Sales, Service, and Parts Department hours,
phone numbers, and e-mail addresses
o
Enter vehicle information
o
Complete the checklist and certification date
o
On the “To the Owner” page, check the appropriate boxes: if the New Vehicle Limited Warranty is still
in effect, if an ELW has been purchased, if the Emission Control Warranty is still in effect
o
On the appropriate “General Provisions” page, fill in the appropriate information for your Customer
o
Attach appropriate business cards
o
Sign and stamp the booklet
CONFIRMING WARRANTY COVERAGE
Mercedes-Benz Certified Pre-Owned Customer Care continues beyond the sale. Warranty coverage for a
pre-owned vehicle can be confirmed through one of the following:
4.1
Valid Mercedes-Benz Certified Pre-Owned Limited Warranty Service and Warranty Information
booklet
4.2
MBCPO Limited Warranty or MBCPO Extended Limited Warranty recorded in MBUSA’s VMI system
Add-on warranty repairs should be avoided (consult the Warranty Policy and Procedures Manual).
The reconditioning process should eliminate most causes for claims in the first 60 days of service.
The warranty administration steps shown in the table in Section B.5 should be performed before a
Dealership accepts any pre-owned warranty service requests.
12
5.
WARRANTY ADMINISTRATION
CUSTOMER
REQUIRED DEALER ACTION
WARRANTY
REPORTED IN VMI?
DEALER ACTION
Has MBCPO Limited
Warranty booklet or ELW
application
Determine validity of
warranty book in VMI
Yes
Servicing Dealer: Perform eligible warranty
repairs
Selling Dealer: Perform eligible warranty
repairs
Has MBCPO Limited
Warranty booklet or ELW
application
Determine validity of
warranty book in VMI
No
Servicing Dealer: Call selling Dealer for
verification
Selling Dealer: Contact MBUSA Warranty
Services
QUESTIONS ON MERCEDES-BENZ CERTIFIED PRE-OWNED WARRANTIES?
Consult the Mercedes-Benz Certified Pre-Owned Limited Warranty Service and Warranty Information booklet and the
MBCPO Extended Limited Warranty application for terms and a full listing of exclusions and limitations. Or contact
MBUSA’s Pre-Owned Warranty Services Team, Monday-Friday, 9 a.m.-5 p.m. EST, at 877-202-6262 or through NetStar
WSG-Online (click on the “eyeball”).
13
1.
BUILDING CUSTOMER RELATIONSHIPS
When selling a Mercedes-Benz Certified Pre-Owned (MBCPO) vehicle, you are initiating a relationship built on trust
and confidence. Properly nurtured, the Customer-Dealership relationship should last many years, strengthening
brand loyalty on the part of the satisfied Customer. The strength of the relationship should encourage the
Customer to generate referrals for the Dealership and pave the way for new-vehicle purchases over time.
Building trust starts when a Customer enters your Dealership. Your integrity is a prized commodity that adds value
to your product. To protect the integrity of the brand, the product, and your Dealership, you must ensure that your
Technicians follow the MBCPO inspection and reconditioning process (see C.3 in this section) in restoring each
vehicle to MBCPO standards. The inspection and reconditioning process is discussed in this and the following
sections of this manual:
• Technical Inspection – Section D
• Appearance Reconditioning – Section E
• Materials and Procedures – Section F
2.
RECONDITIONING STRATEGY
MBUSA standards for reconditioning an MBCPO vehicle support quality vehicles and help minimize the need for
warranty repairs. These standards also help support the premium a Customer would pay for an MBCPO versus a
non-certified, pre-owned vehicle. We know that Customers’ attitudes about purchasing pre-owned vehicles are strongly
influenced by the extent of reconditioning performed.
The MBCPO Program policy is designed to ensure:
• Proper selection of vehicles for MBCPO, based on the inspection process
• D
ealer accountability for reconditioning MBCPO vehicles to MBUSA-specified standards through Process
Improvement Reviews (PIR)
• Dealer participation of Carcannon consultative reviews
14
2.1
ales of pre-owned vehicles that have been fully inspected and reconditioned according to
S
MBUSA Standards
The Dealership and its Key MBCPO Personnel must participate in all MBCPO training and
certification of personnel as required by the Mercedes-Benz Certified Pre-Owned Vehicle
Program Dealer Participation Agreement. Fluent knowledge of the MBCPO Program, includes,
but is not limited to:
• Program rules and requirements
• Vehicle reconditioning standards
• Terms, conditions, and limitations of the MBCPO Limited Warranty and the MBCPO
Extended Limited Warranties
• MBCPO Delivery Checklist (mandatory for all Mercedes-Benz Dealership individuals who
participate in any function of the MBCPO Program)
All Key Personnel—Pre-Owned Managers, Sales Representatives, F&L Managers, Service
Managers, and Reconditioning Technicians— must be MBCPO Certified. Testing is required.
Minimum test scores, as established by MBUSA, must be maintained by Key Personnel
for MBCPO Certification. Consult your local MBUSA Sales Operations Manager or Regional
Pre-Owned Manager for details on training requirements.
Certified Pre-Owned
by
Mercedes-Benz
Delivery Checklist
Customer Name ___________________________________
Model Year _____________
Present Mileage ___________________________________
Vin #
Explanation of Documents/Information
Owner’s Manual
Warranty Documents
Maintenance/Service Booklet
Roadside Assistance
Child Protection Label
Towing and Alternate Transportation
Trip Interruption
Customer Version of the MBCPO Inspection
and Certification Report with Customer,
Technician and Service Manager Signatures
Carfax Vehicle History Report with Customer
Signature
mBrace Subscription Agreement (if applicable)
Engine – Review
How to Check the Oil
How to Check the Transmission Fluid Level
(if applicable)
How to Check and Fill the Windshield Washer Fluid
Battery Location
Exterior
Recommended Vehicle Paint Care
Locking & Release (Key Infrared)
Exterior Mirror Foldback
Review Tire Pressure Label on Fuel Filler Cap
Review Diagram on How to Change the Tires
Trunk Compartment Check
Operation of Trunk Release
Location of Tool Kit (Spare Tire/Jack)
Operation of CD Changer
Interior – Review Operation of:
Model __________________
Sunroof or Hard/Soft Top
Steering Wheel
Clock (All Functions)
Cellular Phone (if applicable)
Rear Headrest Retraction
Wipers and Washers
Hood Release
Trip Odometer
Ventilation
Power Windows, Locks, Mirrors
Cruise Control
Sound System (All Functions)
Location of First Aid Kit
Rear Window Sunshade
Seats Cooling/Heating (if applicable)
Location of Blue Tec Fluid Reservoir (if applicable)
Familiarization (Brief Orientation) Drive
Starting Operation
Anti-Lock Brakes
Fuel Requirements & Level
Headlights, Dimmer & Directionals
Cruise Control
Use of Sunroof and Hard/Soft Top
Use of Navigation System (if applicable)
Use of mBrace (if applicable)
Use of Satellite Radio (if applicable)
Dealership Key Personnel must
use this checklist as part of their
MBCPO training.
Finishing Up
Familiarization (Brief Orientation) Drive
Check for Full Fuel Tank
Point Out Key Phone Number (Roadside, CAC, etc.)
Confirm Set of Keys
Introductions of Service Department Personnel
Door Panel Controls
Lights (All Interior, Headlights & Fog)
Dashboard Instruments
Climate Control and Defroster
Seats Adjustment (& Memory)
Not Applicable for All Mercedes-Benz Vehicles
CPO-97-869 (Rev 8/14)
15
3.
THE MBCPO VEHICLE INSPECTION AND CERTIFICATION PROCESS
MBUSA requires authorized Mercedes-Benz Dealers to follow each step of the Mercedes-Benz Certified
Pre-Owned Vehicle Inspection and Certification Process:
3.1
Dealer appraisal of the Mercedes-Benz pre-owned vehicle.
3.2
Before a Dealer considers a pre-owned Mercedes-Benz vehicle for MBCPO inventory, a brief visual
inspection of the vehicle and review of its documentation should be conducted.
Every vehicle that is appraised for certification must pass MBUSA’s “Certification Stoppers.”
MBUSA has a stated policy that any of five critical conditions immediately eliminates vehicles from
potential certification (see page 23 for details).
• Vehicle has more than 75,000 miles or is more than six model years old (model year
eligibility is calculated as the current calendar year minus six years equals the oldest model year
eligible; for example, Calendar Year 2015 – 6 = MY 2009).
• Vehicle Master Inquiry (VMI) indicates a discrepancy with the MBUSA warranty history of
the vehicle (buyback in progress, buyback completed, stolen vehicle, totaled vehicle/warranty review,
warranty voided). Demonstration vehicles and vehicles not originally distributed and sold in the United
States as a new vehicle by MBUSA are ineligible for the MBCPO Program.
• C
ARFAX Vehicle History Report® is not “clean” (branded titles, flood-damaged vehicles, odometer
rollback, salvage history). Vehicles previously used “for hire” and for other commercial purposes are
ineligible for the MBCPO Program. When a CARFAX Vehicle History Report® is ordered from CARFAX
by a Dealer, the report also is made available free of charge to Customers visiting the CARFAX Customer Web site, the MBUSA corporate Web Site, and the MBUSA-sponsored Dealer Web site. Ninety
(90) days after a Dealer orders a CARFAX Vehicle History Report®, the report will cease to be
available to Customers free of charge on all three Web sites. For the report to become available to
Customers through all three Web sites again, the Dealer must reorder the report (the average turn
rate for MBCPO vehicles is much less than 90 days, so a second request may not
be necessary).
• The true mileage is unknown (TMU) because documentation does not exist to confirm the mileage
on the vehicle’s odometer.
• There is identifiable structural damage (ISD) of any kind.
3.3
Dealer-specified staff member decides which appraised vehicles will be reconditioned according to
A
MBCPO Standards.
3.4
An MBCPO-Certified Technician inspects the vehicle using the Inspection and Certification Report
(ICR). Technicians are certified through an online testing process. The Technician must be entered into MBUSA’s
online TEAM System before taking the MBCPO certification test.
16
3.5
The
ICR process is conducted. During the ICR process, the Technician checks off each item as it is
inspected and records on the ICR whether that checklist item:
• Passed inspection,
• Was repaired or replaced,
• Was or must be serviced according to MBUSA’s maintenance schedule for the vehicle, and
• D
oes not apply to the vehicle. On the last page of the ICR, the Technician must note any
additional repairs that require authorization for repair.
T he Technician must pass the ICR report to the person at the Dealership responsible for authorizing such
MBCPO repairs before certification. A Dealer-specified staff member reviews the ICR and authorizes
or denies any repairs/reconditioning appearing in the Notes section. If so authorized, the Certified
Technician performs additional reconditioning.
On the back of the ICR, all items on the vehicle that are excluded from the MBUSA warranty because they
are non-Mercedes-Benz or aftermarket components and/or accessories are checked by the Technician.
The ICR must also list in the Notes section any body repairs of a cumulative value in excess of 10 percent
of the vehicle’s current market value.
If the vehicle does not need additional repairs, or if additional repairs were authorized and completed, the
Technician signs the ICR and gives it to the Service Manager for signature. For a vehicle to be certified,
the ICR and all reconditioning work must be performed on a qualifying vehicle to bring it up to MBCPO
Standards using Mercedes-Benz Genuine Parts, exchange units, and factory-approved accessories. The
original completed, signed ICR and supporting repair orders (ROs) must be maintained in Dealer Service
files, and a copy must be placed in the vehicle file.
3.6
The consequences of noncompliance with MBCPO Standards are stated in Section H of this manual.
Consult Sections D and E for MBCPO mechanical and appearance reconditioning standards. The
Dealership Service Department’s Workshop Information System (WIS) should be consulted for the latest
information and standards for inspection and repair procedures, tools, materials, and safety procedures
for specific models and model years.
The Dealer applies any warrantable charges to an existing MBCPO Base warranty.
Any vehicle purchased through auction will have all new vehicle ELW, CPO base and CPO ELWs
de-activated.
Effective June 2006, Dealers are authorized to apply warrantable charges to an existing MBCPO Base
warranty of any MBCPO vehicle acquired into inventory with remaining MBCPO Base warranty. This does
not apply to any remaining MBCPO Extended Limited Warranty and is offered for only 30 days from the
date of vehicle acquisition. If you have questions regarding this policy, please contact the Pre-Owned
Warranty Services team at 877-202-6262.
3.7
T he Service Manager signs the ICR that establishes the vehicle as certified according to MBCPO
Standards.
17
3.8
The ICR is placed in both Sales and Service files.
The ICR lists all items checked during the ICR, non-Mercedes-Benz accessories (not covered by warranty),
and body repairs of a cumulative value in excess of 10 percent of the vehicle’s current market value. The
selling Dealer is responsible for all MBCPO warranty claims submitted against any vehicle that was sold
as an MBCPO vehicle without completion of an ICR and for vehicles sold without an original ICR on file
at the Dealership. Any warranty claims processed within 60 days following delivery will be reviewed by
MBUSA.
Consult Section H for details on the consequences of noncompliance with MBCPO Program Standards.
MBUSA monitors Dealer vehicle certification and documentation through Process Improvement Reviews (PIR)
and Warranty Compliance Audits.
3.9
T he Dealer enters the vehicle into NetStar pre-owned inventory as certified. MBUSA recommends
that vehicles be certified within 72 hours of Dealership vehicle acquisition.
Recertification is required if an MBCPO vehicle is unsold 180 days after the original certification date as
entered into NetStar. NetStar automatically flags MBCPO vehicles that must be recertified and prevents
data entry of the vehicle as an MBCPO sale. Activation of MBCPO Limited Warranty and Extended Limited
Warranties also is blocked in NetStar until a vehicle ICR is performed and the vehicle is re-entered into
NetStar as certified. Dealerships that choose not to recertify the vehicle must immediately remove all
vehicle labels and showroom materials identifying the vehicle as certified.
Certification is transferable for MBCPO vehicles traded* from authorized Mercedes-Benz Dealer to
authorized Mercedes-Benz Dealer. The six-month recertification rule noted above applies. The original,
signed MBCPO Inspection and Certification Report must accompany the vehicle and be retained in the
selling Dealer’s Service file. Claims resulting from a lack of reconditioning will be denied by MBUSA.
* In order for certification to transfer from one authorized Mercedes-Benz Dealer to another, the “Dealer Trade” function in
NetStar must be used. Certified vehicles which are sold/bought between Dealers will not retain their certifications.
3.10
T he MBCPO Certification Label is applied to the driver’s-side doorjamb or B-pillar of the
MBCPO vehicle.
3.11
An MBCPO Window Label is printed and placed in the vehicle’s rear driver’s-side window or
rear windshield.
• An MBCPO vehicle must never be displayed without its NetStar-generated MBCPO Window Label.
• As required by the terms of the Mercedes-Benz Certified Pre-Owned Vehicle Terms and
Conditions, the Dealership’s retail price must be displayed on the MBCPO Window Label.
• The Window Label must not be removed until after delivery (see step 9 for exceptions).
• If an MBCPO vehicle is traded, the NetStar-generated MBCPO Window Label must be removed to prevent improper representation of the vehicle if and when it is displayed at an auction or other automotive environment where the MBCPO warranty does not apply to the vehicle.
18
3.12
3.13
An FTC buyer’s guide label is placed next to the MBCPO Window Label on the rear
driver’s-side window.
The guide is federally mandated but state specific. Dealers are responsible for acquiring and using the
correct guide for their state.
T he MBCPO vehicle’s official delivery date as entered into NetStar initiates the MBCPO Limited
Warranty that comes with every MBCPO vehicle.
If an MBCPO vehicle retail sale is not reported via NetStar within 30 days of the sale, a $500
administration fee is entered on the Dealer’s Consolidated Dealer Statement.
The MBCPO Limited Warranty and MBCPO Extended Limited Warranty (ELW) are transferable only
from Customer to Customer. Title transfers to Dealerships, brokers, finance institutions (including
Mercedes-Benz Financial) or other wholesale entities void the MBCPO Limited Warranty, ELW (if
applicable) or maintenance plans. Dealers are advised to check their state and local laws regarding
the transferability of MBCPO warranties. For details on terms, limitations, cancellation policies, and
Dealership responsibilities, consult Section B of this manual and the Warranty Policy and
Procedures Manual.
3.14
A copy of the signed MBCPO ELW application (if purchased) must be provided to the buyer at
the time of sale or during delivery.
3.15
A Dealership Sales Consultant follows the Delivery Checklist outlined in this manual.
3.16
Prior to vehicle sale:
• Provide Inspection and Certification Report to Customer
• Disclose any prior repair and service history
• Provide supporting repair orders for CPO reconditioning
3.17
3.18
aterials are provided to and explained to the Mercedes-Benz Certified Pre-Owned buyer prior
M
to vehicle delivery by a Dealership Sales Consultant. Materials include:
• CARFAX Vehicle History Report®
• MBCPO Limited Warranty booklet
• CARFAX Buyback Guarantee®
• Service & Maintenance booklet
• Vehicle Owner’s Manual
• Consult Section D for details
rocess Improvement Reviews (PIR) and the consequences of noncompliance are outlined in
P
Section H of this manual.
MBUSA Market Managers are responsible for reviewing PIR summary reports with Dealer Management
and ensuring that Dealers agree to and complete the resulting action plans for improvement. MBUSA
issues periodic MBCPO Performance Guideline Exception Reports to Regional Management, which is
responsible for conferring with Dealer Management on any criteria that fall below MBCPO Standards.
Mercedes-Benz USA, LLC, reserves the right to make changes to the MBCPO process and standards without
prior notice.
19
C. RECONDITIONING
OVERVIEW
1.
VEHICLE APPRAISAL: THE STARTING POINT
MBCPO inspection really starts with the vehicle’s initial appraisal. Since the process varies among Dealers,
a formal MBCPO appraisal process or report does not exist. A sample checklist is included in this manual
(see Section D.3) to assist Dealers in creating their own appraisal forms.
The appraiser is the first to determine the eligibility of a Mercedes-Benz pre-owned vehicle for MBCPO.
Your Dealership’s appraiser should verify that each vehicle passes the first two Certification Stoppers (see
Section D.3).
The skill level of individual appraisers will vary according to their ability to determine identifiable structural
damage, paint drips, powertrain soundness, etc. Improving this skill through training will help Dealers to better
ascertain and control reconditioning expenses.
2.
MBCPO INSPECTION PROCESS
Under the rules of the Mercedes-Benz Certified Pre-Owned (MBCPO) Program, MBUSA-Certified Technicians must
use the Inspection and Certification Report (ICR) during the MBCPO inspection and certification process. The ICR
is a printed checklist from Star Tec Info that helps ensure that all major components and systems are inspected
and repaired as required by MBCPO standards. It combines the mechanical systems and appearance components
into one comprehensive examination.
There are two versions of the ICR report:
2.1
full report for qualifying vehicles more than 15 months old with more than 18,000 total vehicle
A
accumulated miles
2.2
A reduced inspection report for qualifying vehicles less than 15 months old with fewer than 18,000
total vehicle accumulated miles
20
You need to perform a thorough inspection and ensure that your pre-owned vehicles meet all the MBCPO
standards. To increase efficiency, two Technicians could work together.
During the ICR process:
o
The Technician logs into Star Tec Info and creates a new Online ICR using the VIN, mileage and Stock
Number of the vehicle.
o
The Technician completes the first page of the online ICR, which is an online checklist of the MBCPO
Certification Stoppers. (The incomplete ICR Input Form may be printed at any time to facilitate the
inspection process.) It is advisable for the Technician to periodically “Save” any changes made to the
input form of the Online ICR. “Saving” allows the Technician to leave and return to the same ICR at a later
time if needed.
o
Once “Submitted,” the online ICR may not be changed. All complete and incomplete ICRs are saved in
the system at MBUSA by Dealer Code and VIN.
o
On the last page of the ICR there is a blank section for notes. After printing, the Technician must note any
additional repairs that require authorization for repair and then must give the reports to the person at the
Dealership responsible for authorizing such MBCPO repairs before certification.
o
A Dealer-specified staff member reviews the ICR and authorizes or denies any repairs/reconditioning
appearing in the “Notes” section of the ICR.
o
If so authorized, the Certified Technician performs additional authorized reconditioning, signs the ICR,
and gives it to the Service Manager for signature.
o
The ICR must be reviewed with the Customer prior to sale.
o
Items on the vehicle that are excluded from the MBUSA warranty because they are non-Mercedes-Benz or
aftermarket components and/or accessories should be checked off by the Technician on the online form.
o
The online ICR must include (in the “Notes” section) any body repairs of a cumulative value in excess of
10 percent of the vehicle’s current market value.
For a vehicle to be certified, the appropriate ICR and all reconditioning work must be performed on a
qualifying vehicle to bring it up to MBCPO standards using Mercedes-Benz Genuine Parts, exchange units,
and factory-approved accessories. The original completed, signed technical ICR and supporting repair
orders (ROs) must be maintained in Dealer Service files. The consequences of noncompliance with MBCPO
standards are stated in Section H of this manual.
Consult your shop’s Workshop Information System (WIS) for the latest information and standards for
inspection and repair procedures, tools, materials, and safety procedures for specific models and
model years.
21
CERTIFICATION STOPPERS AT A GLANCE
Before considering a pre-owned Mercedes-Benz vehicle for your MBCPO inventory, conduct a brief visual inspection of the
vehicle and review its documentation. The Certification Stoppers support rigorous inspection.
Five critical factors immediately eliminate a vehicle from the MBCPO program:
1. Vehicle has more than 75,000 miles or is over six model years old
2. Vehicle Master Inquiry (VMI) indicates:
• A discrepancy with the MBUSA warranty history of the vehicle (buyback in progress, buyback
completed, stolen vehicle, totaled vehicle/warranty review, warranty voided)
• The vehicle was not originally distributed and sold in the United States as a new vehicle by MBUSA
3. T
he CARFAX Vehicle History Report® is not “clean” (branded titles, flood-damaged vehicles, odometer rollback,
salvage history), or the vehicle was used for hire or other commercial use
4. T
he true mileage is unknown (TMU) because documentation does not exist to confirm the mileage on the
vehicle’s odometer
5. There is identifiable Structural Damage of any kind
3.
CERTIFICATION STOPPERS
Certification Stopper 1: Ineligible Vehicle (more than 75,000 miles—more than six model years old)
To qualify, a vehicle must be no more than six model years old and must have fewer than 75,000 total vehicle
accumulated miles. To determine a vehicle’s eligibility for the MBCPO Program, subtract six (6) from the current
calendar year to calculate the last year a vehicle may be certified.
Example: Calendar Year 2015 – 6 = MY2009
Certification Stopper 2: Discrepancy in Vehicle Master Inquiry (VMI)
The following VMI Warranty Status (WARR STAT) codes bar a vehicle from being entered into MBCPO:
WARRANTY STAT
MEANING
WARRANTY STAT
MEANING
3
Buyback in Progress
8
Totaled Vehicle, Warranty
Review
6
Buyback Completed
9
Warranty Voided
7
Stolen Vehicle
VMI also will flag as ineligible a vehicle not originally distributed and sold in the United States as a new vehicle by
Mercedes-Benz USA.
22
Certification Stopper 2: Discrepancy in Vehicle Master Inquiry (VMI) - continued
Dealer Demonstration Vehicles/Loaners/CVP Vehicles
The following are the eligibility criteria for CVP service loaners and demo vehicles:
VEHICLE TYPE
CVP Vehicles
ELIGIBILITY CRITERIA
•Must be retired from CVP loaner status and have CVP loaner indicator flag removed.
•Must be reconditioned and entered into Dealer’s pre-owned inventory as a Certified
Pre-Owned vehicle.
•Eligible for low-mileage certification program if <15 months and <18,000 miles.
•Eligible for any special finance rates applicable for that vehicle through the
Mercedes-Benz Certified Pre-Owned Market Support Program.
Dealer Demos
(new car)
•These vehicles are still listed as “New Vehicle” Demonstrators.
•When sold, they will be reported as a New Vehicle sale and therefore are not eligible for
the Mercedes-Benz Certified Pre-Owned Program.
Dealer Demos
(Vehicles originally
reported sold to the
Dealership under
Market Assistance
Programs)
•Must be entered into Dealer’s P.O. inventory when originally reported sold to the
Dealership.
•When sold to the ultimate Customer, must be reported as a pre-owned or Certified
Pre-Owned sale via NetStar.
•Eligible for low-mileage certification program if <15 months and <18,000 miles.
•Eligible for any special finance rates applicable for that vehicle through the
Mercedes-Benz Certified Pre-Owned Market Support Program.
•When sold as Certified, eligible for a Certified Pre-Owned Extended Limited Warranty
(ELW); not eligible for a New Vehicle ELW.
Certification Stopper 3: Discrepancy in CARFAX Vehicle History Report®
CARFAX is an independent company that maintains the largest and most extensive pre-owned vehicle database in North
America. The database features more than three billion vehicle history records from thousands of nationwide data sources
and can help uncover hidden problems such as salvage history, flood, odometer rollback, major accident damage, washed
titles, and more.
In a CARFAX Vehicle History Report®, an “alert” entry associated with one of the problem categories indicates that the
vehicle in question has a potential problem (e.g., that the vehicle does not have a “clean” history). Vehicles flagged by
CARFAX as previously used “for hire” or for other commercial purposes are also ineligible under the MBCPO Program.
All Dealers must obtain a “clean” CARFAX Vehicle History Report® for a Mercedes-Benz vehicle being considered for
inclusion in the MBCPO program.
23
Certification Stopper 3: Discrepancy in CARFAX Vehicle History Report® - continued
The CARFAX Vehicle History Report® includes information such as:
• Title records
• Odometer readings
• Records from salvage auctions
• Make and model confirmation
• Service and maintenance records
Only vehicles eligible for the CARFAX Buyback Guarantee™ are eligible for certification by MBUSA. Complete CARFAX
Buyback Guarantee™ terms and conditions are available at www.carfaxonline.com/buyback.
Running a CARFAX Vehicle History Report®
To run a CARFAX Vehicle History Report®, you’ll need the vehicle’s 17-character VIN and access through the NetStar
System. CARFAX reports are available 24 hours a day, 365 days a year from the CARFAX Dealer Web site
(www.carfaxonline.com). For assistance running reports or more information about alternative access methods, contact
CARFAX at 800-274-2277.
When a Dealer orders a CARFAX Vehicle History Report®, the report is also made available free of charge to
Customers visiting the CARFAX consumer Web site, the MBUSA corporate Web Site, and the MBUSA-sponsored Dealer
Web site. Ninety days after a Dealer orders a CARFAX Vehicle History Report®, the report ceases to be available to
Customers free of charge on all three Web sites. For the report to be available to Customers through all three Web sites
again, the Dealer must reorder the report. (The average turn rate for MBCPO vehicles is much less than 90 days,
so a second request may not be necessary.)
CARFAX Buyback Guarantee
CARFAX will buy back any vehicle that had a severe problem reported by a DMV that was not identified in the CARFAX
Vehicle History Report®. Problems include salvage, junk, rebuilt, dismantled, fire damage, flood damage, hail damage,
not actual mileage, exceeds mechanical limits, and manufacturer buyback/lemon history. CARFAX will pay the full
purchase price of the vehicle, including tax, tags, and fees up to 110 percent of Kelly Blue Book value. Not covered under
the guarantee are warranties, insurance, reconditioning, aftermarket accessories, parts and services purchased, and
other additional incidentals.
As a Dealer, you are protected by the Buyback Guarantee once you run the full CARFAX Vehicle History Report® (VHR).
To transfer the Buyback Guarantee to your Customers, provide them with a copy of the report and ensure that the
guarantee is registered with CARFAX.
It is recommended to obtain the Customer’s signature on the CARFAX VHR and maintain a copy of the
Customer-signed CARFAX VHR in the Vehicle Sales file.
24
Certification Stopper 3: Discrepancy in CARFAX Vehicle History Report® continued
There are two ways to register the guarantee with CARFAX:
• The Customer can access www.carfax.com and register the guarantee within 90 days of purchasing
the vehicle
• The Dealer can access www.carfaxonline.com (Dealer Web site) and register the guarantee on behalf of the
Customer within 90 days of sale
Retain one copy of the CARFAX Report in the MBCPO Delivery Folder and a second report to file with the completed
MBCPO Inspection and Certification Report in the Service Department’s Vehicle Folder. For free Customer brochures that
explain the CARFAX Report and the Buyback Guarantee, contact CARFAX at 800-274-2277.
CARFAX Vehicle History Report® data and the CARFAX Buyback Guarantee™ are provided by CARFAX. MBUSA makes
no representation regarding such information or services. There may be significant events in a vehicle’s past such as
accidents, repairs, or routine maintenance that haven’t been obtained by CARFAX. Neither CARFAX, its affiliates, nor
any of their respective employees, agents, third-party content providers, or licensors warrant the accuracy or reliability
of any information, service, or materials provided through the CARFAX Web sites or the CARFAX Vehicle History
Report®. Complete terms and conditions are available at carfaxonline.com.
Certification Stopper 4: True Mileage Unknown
If a vehicle’s true mileage is unknown, it will not qualify for the MBCPO Program.
Certification Stopper 5: Identifiable Structural Damage
When a vehicle is involved in a significant collision, its overall width or length may be reduced because the vehicle’s
shape has been distorted. To correct this damage properly, the vehicle’s deformed structural members must be pulled
using an approved dedicated fixture bench. Then the deformed components can be removed and the new replacement
components are held in the correct position for installation. Damage requiring such repair constitutes frame damage.
If the collision damage is severe enough and was not repaired using an approved dedicated fixture system, the
vehicle’s performance could decline substantially. Occasionally, improper repair pulls occur and distort the structure even
more. For these reasons, even if repaired properly, identifiable structural damage is an MBCPO Certification Stopper.
Because most Mercedes-Benz vehicles are based on a unibody design, they rely on welded-together structural
components rather than a ladder-type frame for body strength and support. The unibody design provides ride and
handling characteristics that the traditional body-on-frame design does not. Many models have bolt-on-front crumple
zones and bolt-on-front cross members that can be replaced without welding or paint.
25
Certification Stopper 5: Identifiable Structural Damage continued
The National Auto Auction Association, Inc. (NAAA) has established a recommended Structural Damage Policy that
MBUSA also recommends as a minimum standard. The MBCPO structural damage standards include additional structural
components over and above those listed by NAAA. You can find the NAAA’s Ethics & Standards Manual at www.naaa.com.
Identifying Structural Damage
On Mercedes-Benz vehicles, it’s relatively easy to identify structural damage because crumple zones absorb energy during
a collision and help dissipate it from the passenger compartment. These crumple zones are built into the front and rear
frame rails and front side aprons, ahead of the shock towers and behind the core supports. Frame rails that have been in
a collision will be deformed immediately behind where the bumpers bolt to the rail, and side aprons will be deformed.
To identify structural damage or an improper repair, look for:
• Damaged flanges where the bumper reinforcements bolt to the frame rails
• Broken or pulled factory spot welds where core supports are welded to aprons and rails
• Any deformities in sheet metal, such as fenders, quarter panels, and rocker panels
• C
racked or stressed seams and seam sealers that don’t match the vehicle’s other side, especially in the trunk
compartment and under the hood
Signs That Structural Damage Has Been Repaired
Even if structural damage has been properly repaired, the vehicle is ineligible for certification as an MBCPO
vehicle. Any of the following clues require close examination for structural damage:
• Welding that’s not done at the factory weld point
• Reshaping
• Drilling or fitting of non-standard brackets or braces
• Different or mismatched tires
• A missing emissions label on the underside of the hood (indicates the hood may have been replaced)
• Missing original labels on the radiator support
• Loose, missing or unmatched bolts (some may be painted, some not painted, some may have
different heads)
• B
olt heads with scratches, scratches around the bolt, or indentations on the vehicle body (indicate that the
bolt may have been removed and replaced)
• New part stickers where they shouldn’t be (they were not removed when a new part was installed)
• Grind marks on a frame rail or slight indentations (indicating a hammer was used)
• Original production spot welds that appear to have been ground down and spray painted
• Masking tape left behind by a body shop
• Paint that doesn’t match painted areas next to it
26
SECTION NAME
1.
RECONDITIONING IS A TEAM EFFORT
This manual is designed to provide you with the information you need to recondition every MBCPO vehicle
according to MBCPO Program requirements. Consistently achieving this goal takes teamwork and understanding
that quality work and speed are both important in the reconditioning process. First, Customers expect their
vehicles to be a reflection of the Mercedes-Benz name and tradition. And once your department has determined
that a vehicle can be brought to MBCPO standards, it’s critical that the reconditioning work be done as quickly
and efficiently as possible for the following reasons:
• The Dealer wants the vehicle back in the sales area quickly so it can be sold.
• The Pre-Owned Manager wants to maximize profit on the vehicle.
• The Service Manager must keep vehicles flowing through the service area.
• The Technician must keep labor within the specified operation code time.
1.1
General Policies
Successful teams have rigorous rules and procedures. Your team needs a set of policies to be successful
as well. The following are some suggested general policies:
1.1.1
The MBCPO Inspection and Certification Reports (ICR) must be used for every MBCPO vehicle and
maintained in the Vehicle Service File (missing reports result in chargebacks during an audit).
1.1.2
The ICR must be displayed on the vehicle and reviewed with the customer prior to sale.
1.1.3
ll MBCPO mechanical reconditioning—except body work—should be done within 72 hours of
A
the vehicle being taken into Dealer inventory.
1.1.4
An MBCPO vehicle will not be offered for sale until it’s been fully inspected and reconditioned.
1.1.5
The Service Department will make repairs using only Genuine Mercedes-Benz Parts, exchange
units, and factory-approved accessories.
1.1.6
If a dedicated Pre-Owned Service Department is not set up at your Dealership, an
MBCPO-Certified Technician performs the mechanical reconditioning.
1.1.7
The Service Department should treat the Pre-Owned Department like a business partner.
1.1.8
Once a vehicle has been reconditioned to MBCPO quality, it must be reinspected and
reconditioned if it is not retailed within six months.
1.1.9
Body repairs performed on a vehicle as part of the reconditioning process whose cumulative
value exceeds 10 percent of the vehicle’s current market value must be described in the Notes
section of the ICR.
27
1.2
Your Role on the MBCPO Team
Whether you’re a Detailer, Service Technician, Mercedes-Benz Representative, or Manager, it is important for
you to understand your role and responsibilities. Below are some examples of responsibilities crucial to MBCPO
reconditioning that reflect the Mercedes-Benz standard. Beyond your specific duties, your job is to examine every
MBCPO vehicle from the Customer’s perspective and ask yourself: “Does this vehicle reflect the quality synonymous
with the Mercedes-Benz brand name?”
TEAM MEMBER
RESPONSIBILITIES
Pre-Owned Manager
•Selecting proper vehicles
•Submitting the required paperwork on the vehicle to be reconditioned to the Service
Department immediately upon receiving the vehicle
•Withholding potential MBCPO vehicles from sale until they have met MBCPO standards
•Monitoring the entire reconditioning process
•Ensuring quality and timeliness throughout the process
•Entering vehicles into NetStar within 60 days of the sale
Service Manager
•Designating one person to administer the entire Service Department process
•Expediting the vehicle through the process
•Keeping the Pre-Owned Manager or designated person informed of the current status of
the vehicle while it is in the process
•Approving repairs in a timely fashion
•Performing the required inspection on each vehicle presented for reconditioning and
reporting to the Pre-Owned Manager or designated person the extent and estimated
costs of the repairs
•Ensuring MBCPO-quality repairs
•Returning the vehicle to the Pre-Owned Department or Detail Department, as directed,
immediately upon completion of repairs
•Ensuring that the Pre-Owned Manager or designated person receives the actual
reconditioning costs when receiving the vehicle
Service Technician
•Performing all of the needed mechanical repairs noted on the MBCPO Inspection and
Certification Report applicable to the vehicle
•Ensuring work is done in a timely fashion
•Performing the work according to outlined procedures and returning the vehicle to the
Pre-Owned Department
•Performing appearance reconditioning only after all mechanical, body, and paint work is
completed
•Ensuring that only Mercedes-Benz-approved quality cleaning products are used
•Replacing tires that are not OEM equivalent and DAG approved. See tire list on www.
mbusatire.com
28
2.
AFTERMARKET ALERT
Only Mercedes-Benz-approved products (such as AMG) are authorized and covered by the Mercedes-Benz
Vehicle Service Parts and Accessories Limited Warranty. The Warranty covers factory-approved accessories,
except tires, installed on a Mercedes-Benz vehicle operated in the United States under normal use and service to
be free from defects in material and workmanship for 12 months, (and unlimited mileage) from the date of original
purchase of the accessory. Please consult the Mercedes-Benz Warranty Policy and Procedures Manual for details.
2.1
Non-Mercedes-Benz aftermarket accessories that may be unacceptable include, but are not limited to:
• Grilles
• Audio equipment
• Wheels
• Cellular telephones
• Tires
• Ground effects
• Tail lamps
• Interior trim items
• Video equipment
• Fog lamps
The MBCPO Inspection and Certification Report has an Exclusion Notice for aftermarket accessories. This section
must be filled out by the Technician or Service Manager noting the aftermarket accessories upon completion of
the MBCPO inspection. The Mercedes-Benz Representative reviews it with the Customer prior to sale.
29
3.
MBCPO APPEARANCE AND RECONDITIONING STANDARDS
Because Customers are first attracted to a vehicle’s appearance, MBCPO vehicles must meet the most stringent
of appearance standards. Be guided by the following examples of MBCPO Appearance Standards.
3.1
Sheet Metal Areas
LOCATION
INSPECTION
RECONDITION
Deep Scratches
Identify deep scratches (more than
0.5 mil) that do not penetrate to the
base metal.
Repair scratches.
Deep Scratches
Identify deep scratches that
penetrate to the base metal.
Repair scratches.
Paint Transfers
Locate all paint transfers.
Remove and buff.
Scuffs and Mars
Identify scuffs and mars that
penetrate the paint and/or base
metal.
Repair.
Paint Chips
Identify scratches that are greater
than 0.25 inches but do not
penetrate to the base metal.
Repair.
Paint Chips
Identify scratches that penetrate to
the base metal.
Repair.
3.2
Plastic and Urethane Areas
LOCATION
INSPECTION
RECONDITION
Surface scratches
Identify any surface scratches in
plastic and urethane areas.
Repair per MBCPO standards.
Paint transfer
Identify paint transfer markings.
Remove and buff.
Deep scratches
Identify scratches longer than 2.5
inches that do not penetrate the
cladding.
Repair.
Mars and scuffs
Identify mars and scuffs that do not
penetrate cladding or bumper.
Repair.
Paint chips
Identify paint chips that do not
penetrate the cladding or bumper.
Repair according to your Dealership
policy.
Paint chips
Identify paint chips that penetrate
the cladding or bumper.
Repair.
Surface dents
Identify dings and dents.
Repair according to your Dealership
policy.
30
3.3
Glass and Glass Replacement
LOCATION
INSPECTION
RECONDITION
Windshield:
Non-OEM Factory glass must be
replaced
Windshield must be OEM Factory
to allow MBCPO Certification
erform in-depth inspection
P
of windshield inside and out
evaluating condition and ensure
windshield is OEM Factory and
conforms to specific vehicle
equipment such as rain sensor
and Night Vision. Windshield
must have OEM Factory stickers
present signifying windshield is
OEM Factory glass.
• Replace if windshield is non-OEM Factory
windshield.
• Replace windshield if there is damage
that would prevent passing a state safety
inspection.
• Replace windshield if there is a crack
anywhere in the windshield.
• Replace windshield if there are any
defects in the windshield or glass such as
separation of windshield or glass material.
• Replace windshield if chipped (larger
than 0.25 inch in diameter). Repair chips
smaller than 0.25 inch in diameter.
• Buff all minor scratches that could impair
vision or detract from the vehicle’s
appearance.
Door and Side Glass:
replaced
Door and Side glass must be
OEM Factory to allow MBCPO
Certification
erform in-depth inspection of
P
all door glass, inside and out,
evaluating condition and ensuring
glass is OEM Factory glass. Glass
must have OEM Factory stickers
present signifying glass is OEM
Factory glass.
• Replace if glass is non-OEM Factory glass.
• Replace glass if chipped (larger than inch
in diameter) with OEM Factory glass.
• Replace cracked glass with OEM Factory
glass.
• Repair or polish small scratches and chips.
appearance.
Rear Glass:
replaced
Rear glass must be OEM Factory
to allow MBCPO Certification
erform in-depth inspection
P
of rear glass, inside and out,
evaluating condition and ensuring
glass is OEM Factory glass.
Glass must have OEM Factory
stickers present signifying glass
is OEM Factory glass.
• Replace if glass is non-OEM Factory glass.
• Replace glass if chipped (larger than 0.25
inch in diameter) with OEM Factory glass
• Replace cracked glass with OEM Factory
glass.
• Repair or polish small scratches and chips.
appearance.
31
3.4
Grille
LOCATION
Grille
INSPECTION
Check for bent or misaligned
grills, discoloration, chipping or
corrosion.
RECONDITION
Replace grille.
3.5
Wheels and Tires
LOCATION
INSPECTION
RECONDITION
Wheels
Evaluate each and check for bent
or cracked wheels.
Replace affected wheels.
Wheels
Determine if the wheels are steel
construction.
Clean with steel wool and an acid-based
cleaning solution.
Wheels
Determine if the wheels are alloy
construction.
Clean each tire thoroughly with Meguiar’s
Wheel Care.
Wheels
Visually inspect all wheels for
any disfigurements such as cuts,
gouges, or scuffing on the outside
surface.
Repair.
Wheels
Check for any area of the rim
whose rims are chipped or cut to
the extent that they could lead to
leaks or bend in the wheel shape.
Replace affected wheels.
Tire Surface
Visually inspect all tires to
ensure an “original equipment”
appearance.
Clean tires with Meguiar’s Interior Care.
Tire Surface
Inspect all tires, including the
spare, for damage that may affect
safety. Inspect for previously
repaired damage such as patches
or plugs.
Replace as needed.
Tire Wear
Inspect all tires, including the
spare, for wear that may affect
safety; evaluate if tire has aged
beyond its useful life.
Replace as needed.
32
3.6
Unacceptable Damage
Customers who purchase MBCPO vehicles have high expectations for the Mercedes-Benz brand. The following
types of damage must be repaired or cleaned (as appropriate) per MBCPO standards:
LOCATION
UNACCEPTABLE DAMAGE
Bumpers
Damage to the bumper that penetrates the outer bumper covering so the
underlying foam material is visible
Lamp Lenses
Interior and exterior lamp lenses that have surface cracks
Sheet Metal Surfaces
Scratches that penetrate the sheet metal finish to the primer or metal
Chipping
Chips that penetrate to the bare metal on door edges, door frames or body
edges as well as any chipping, dents, or dings that penetrate to the base
sheet metal surfaces
Mirror Housings, Trim, and Molding
Scrapes or scratches on the mirror housings; damage to the moldings or
trim
Mirror Glass (Interior and Exterior)
Must be free from damage according to MBCPO OEM Factory standards for
Glass in the section above
Cockpit and Trunk Carpeting
Stain on the carpeted surfaces or floor mats
Upholstery
Marring, cuts, or scuffing to leather seating surfaces
3.7
Final Detail
LOCATION
INSPECTION
RECONDITION
Door jambs
Inspect for wax.
Remove with a detail brush or
toothbrush.
Crevices
Inspect for wax.
toothbrush.
Chrome
Inspect for wax and spots.
toothbrush and clean as necessary.
Moldings
Inspect for wax and spots.
Clean as necessary.
License plate frames
Inspect for wax residue.
Clean as necessary.
All surfaces except painted
Check for surface dirt and water
spots.
se Meguiar’s Interior Care to
U
clean, and wipe down the body with
Meguiar’s Quick Wipe.
All surfaces
Visually inspect all parts of the
vehicle.
Return the vehicle to the pre-owned
department.
33
4.
APPEARANCE RECONDITIONING GUIDELINES FOR QUALIFYING VEHICLES MORE THAN 15 MONTHS OLD
AND WITH MORE THAN 18,000 TOTAL VEHICLE ACCUMULATED MILES (FULL REPORT)
Note: The qualifying vehicle must have a Mercedes-Benz New Vehicle Limited Warranty start date more than
one year old (as entered into NetStar).
4.1
Engines
For the best results it is suggested that you use professional cleaning products like Meguiar’s
All-Purpose Cleaner at full strength.
o
Spray heavy-duty engine cleaner/degreaser throughout the engine compartment*
o
Soak for five minutes
o
Dry with air gun
o
Clean the air cleaner and replace if necessary
* For Hybrid Vehicles—Prior to cleaning the engine compartment, ensure to protect electrical components and connectors from contact with water and cleaning agents. Corrosion protection such as MB
Anticorrosion Wax may be applied to the engine compartment after every engine cleaning. Before
applying, all control linkage bushings and joints should be lubricated. The poly-v-belt and all pulleys
should be protected from any wax.
4.2
Exterior & Wheels
LOCATION
INSPECTION
RECONDITION
Entire vehicle and wheel wells
Wash.
Wash entire vehicle with a product such
as Meguiar’s All-Purpose Cleaner; dilute
per directions.
External body and wheels
Inspect for road tar, old wax, etc.
Remove with standard wax and grease
remover.
Paint
Examine the paint and note whether
it needs wet sanding, compound, or
cleaner.
Apply wet sanding, compound, or cleaner
as needed before waxing the vehicle.
Entire vehicle and chrome areas
Wash.
Buff, polish, and wax the vehicle and
chrome areas with products such as
Meguiar’s polish products.
34
4.3
Interior
LOCATION
INSPECTION
RECONDITION
Interior
Check for any trash and debris.
Remove.
Interior surfaces
Identify unnecessary stickers not
legally or MBUSA mandated.
Remove.
Door jambs, hinges, kick panels,
visors, etc.
Check for grease or dirt spots.
Degrease and clean.
Dash, panels, etc.
Check for dirt, smudges, fingerprints, Leather or vinyl dress all exposed
etc.
areas.
Rugs and floor mats
Carefully inspect for dirt, spots,
odors.
Vacuum and clean the rugs and floor
mats with odor treatment and cleaner;
use spot cleaner and degreaser on any
grease.
Under the seats
odors.
Vacuum and shampoo under the seats.
Vents, between controls, and other
hart-to-get small areas
Inspect for dirt and residue.
Clean.
Leather seats
Clean all surfaces of leather seats.
Apply Meguiar’s Leather Care product
to clean, nourish, and protect.
Headliner
Check headliner for any dirt or spots. Clean if necessary.
Ashtray
Confirm that ashtray is functioning
properly.
Clean thoroughly; replace if missing or
broken.
Lighter
Confirm that lighter is functioning
properly and determine if it appears
to have been used.
Replace if missing or appears used.
Knobs
Check throughout interior for missing Replace.
knobs.
Ashtray assembly
Wipe assembly and surrounding areas
with smoke treatment.
Interior glass
Inspect for any fingerprints, dirt,
water spots, smudges, etc.
Clean all class with glass cleaner.
Mirrors
Check all mirror mounts.
Tighten if necessary.
Screws
Check all interior screws.
Tighten or replace as necessary.
Seats, carpets
Evaluate any seat or carpet damage.
Repair as necessary.
Carpets, carpeted floor mats, other
surfaces
Identify stains and discoloration
which cannot be removed.
Replace.
Leather surfaces
Identify worn or scuffed leather
areas.
Re-dye or replace.
Instrument panels, leather seats,
Inspect carefully and identify any
door panels, floor carpeting, wood
cuts, rips, cracks, or fraying.
trim, headliner, upholstery, sun visors
Repair according to MBCPO standards
or replace.
35
5.
APPEARANCE RECONDITIONING GUIDELINES FOR QUALIFYING VEHICLES LESS THAN 15 MONTHS OLD
WITH FEWER THAN 18,000 TOTAL VEHICLE ACCUMULATED MILES (FULL REPORT)
Note: The qualifying vehicle must have a Mercedes-Benz New Vehicle Limited Warranty start date less than one
year old (as entered into NetStar).
5.1
Engines
For the best results, it is suggested that you use professional cleaning products like Meguiar’s
All-Purpose Cleaner at full strength.
o
Spray heavy-duty engine cleaner/degreaser throughout the engine compartment*
o
Soak for five minutes
o
Dry with air gun
o
Clean the air cleaner and replace if necessary
* For Hybrid Vehicles—Prior to cleaning the engine compartment, ensure to protect electrical
components and connectors from contact with water and cleaning agents. Corrosion protection such
as MB Anticorrosion Wax, may be applied to the engine compartment after every engine cleaning.
Before applying, all control linkage bushings and joints should be lubricated. The poly-v-belt and all
pulleys should be protected from any wax.
5.2
Exterior & Wheels
LOCATION
INSPECTION
RECONDITION
Entire vehicle and wheel wells
Wash.
Wash entire vehicle with a product such as
Meguiar’s All-Purpose Cleaner; dilute per
directions.
External body and wheels
Inspect for road tar, old wax, etc.
Remove with standard wax and grease
remover.
Paint
Examine the paint and note whether
it needs wet sanding, compound, or
cleaner.
Apply wet sanding, compound, or cleaner
as needed before waxing the vehicle.
Entire vehicle and chrome areas
Wash.
Buff, polish, and wax the vehicle and
chrome areas with products such as
Meguiar’s polish products.
36
5.3
Interior
LOCATION
INSPECTION
RECONDITION
Interior
Check for any trash and debris.
Remove.
Interior surfaces
Identify unnecessary stickers not
legally or MBUSA mandated.
Remove.
Door jambs, hinges, kick panels,
visors, etc.
Check for grease or dirt spots.
Degrease and clean.
Dash, panels, etc.
Check for dirt, smudges, fingerprints, Leather or vinyl dress all exposed
etc.
areas.
Rugs and floor mats
odors.
Vacuum and clean the rugs and floor
mats with odor treatment and cleaner;
use spot cleaner and degreaser on
any grease.
Under the seats
odors.
Vacuum and shampoo under the seats.
Vents, between controls, and other
hart-to-get small areas
Clean.
Leather seats
Clean all surfaces of leather seats.
Apply Meguiar’s Leather Care product
to clean, nourish, and protect.
Headliner
Check headliner for any dirt or spots. Clean if necessary.
Ashtray
Confirm that ashtray is functioning
properly.
Clean thoroughly; replace if missing or
broken.
Lighter
Confirm that lighter is functioning
properly and determine if it appears
to have been used.
Replace if missing or appears used.
Knobs
Check throughout interior for missing Replace.
knobs.
Ashtray assembly
Wipe assembly and surrounding areas
with smoke treatment.
Interior glass
Inspect for any fingerprints, dirt,
water spots, smudges, etc.
Clean all class with glass cleaner.
Mirrors
Check all mirror mounts.
Tighten if necessary.
Screws
Check all interior screws.
Tighten or replace as necessary.
Seats, carpets
Evaluate any seat or carpet damage.
Repair as necessary.
Carpets, carpeted floor mats, other
surfaces
Identify stains and discoloration
which cannot be removed.
Replace.
Leather surfaces
Identify worn or scuffed leather
areas.
Re-dye or replace.
Instrument panels, leather seats,
Inspect carefully and identify any
door panels, floor carpeting, wood
cuts, rips, cracks, or fraying.
trim, headliner, upholstery, sun visors
Repair according to MBCPO standards
or replace.
37
1.
TOOLS AND PROCEDURES FOR RECONDITIONING TO MBCPO STANDARDS
Whether you’re repairing a deep paint scratch or shampooing the rugs, the right tools and supplies help
you do a higher-quality, more efficient reconditioning job that meets MBCPO standards. If you’re a relatively new
Mercedes-Benz Reconditioning Technician, you’ll find some helpful tips and procedures in this section. If you’re
an experienced Mercedes-Benz Paint Repair Technician, you’ll find this information a helpful “refresher course.”
Regardless of your experience level, you may find products referred to in this section that can add more luster
to the exterior paint and more life to interior materials such as leather and wood.
1.1
Tools and Supplies
Be sure to have these tools and supplies on hand:
EQUIPMENT / TOOLS
• Portable work bench on wheels
• High-pressure spray washer
• Electric or pneumatic-powered, dual-action polisher
• Wet/dry vacuum—standard nozzle and crevice tools
• Pad-cleaning tools
• Low-pressure sprayer
• Assorted soft detailing brushes
• Pressurized spray atomizer
• Fluorescent trouble light
• Heat gun
• E
lectric or pneumatic variable-speed rotary buffers
with a maximum speed of 1800 rpm
• Wet shampoo extraction system
MISCELLANEOUS SUPPLIES
• Foam buffing pads for rotary and
dual-action polishers
• Pre-softened 100 percent cotton
terry towels
• Terry cloth-covered sponge
applicator pads
• Cotton and foam swabs of various sizes
• 100 percent velcro-anchored lamb’s
wool cutting pads
• Washing mitts and bug pads
• Spray lubricant such as WD-40
• Assortment of spout funnels
• Variety of adhesive materials
• Compressed air blower and 50-foot hose with
blowgun valve
• Applicator squeeze bottles with yorker dispenser tip
• Glass scraper with single-edge razor blades
• Plastic scrub brushes of various sizes
• Sprayer system for engine coating
38
2.
REPAIR PROCEDURES
Before you begin repairs, have the vehicle washed and cover any vehicle surface not being repaired. Make sure all
the windows are fully closed.
Paint damage can be divided into two major classifications. In general, minor paint damage affects the top coat
only and can be repaired without a complete repainting. When paint damage intrudes beyond the first coat, it is
usually considered major paint damage and requires repainting.
Before you start repairing the paint damage, you’ll need to know the paint thickness. To determine this, you’ll need
several items:
• A combination coating thickness measurement gauge as described in the MBUSA Standard Service
Equipment Program Catalog to indicate the amount of surface paint
• A felt-tip marker
• Masking tape
To prepare for a high-quality repair, follow these procedures:
2.1
o
To find a starting point, use the mil gauge at a number of locations on the body panel
o
Record the paint thickness in the area of the damage
o
With the felt-tip marker, write your measurements on masking tape
o
Place the tape at the locations you’ve measured
o
While you’re doing the repairs, use the gauge occasionally to verify how much paint you’ve removed
Surface Scratches
You can usually repair surface scratches by buffing or polishing. You’ll need:
• A
set of foam buffing pads with fine, medium, and coarse surfaces (remember that wool pads are
more abrasive than foam pads)
• A full array of products recommended through your Dealership, from mild to abrasive
• Use products from the same manufacturer during a repair to help ensure your desired results
• It’s recommended that you use the Meguiar’s line of Mercedes-Benz car care products
Consult your shop’s Workshop Information System (WIS) for the latest information and standards for inspection
and repair procedures, tools, materials, and safety procedures for specific models and model years.
39
2.2
Least Aggressive Scratch Removal Process
Follow this process before trying more aggressive methods:
2.3
o
After the paint surface has been cleaned and prepared, apply some polish onto the paint
(if you’re using a new or dry pad, also apply a small amount of polish on the pad)
o
Trap the polish under the pad by starting the buffing wheel over the paint surface
o
Use a back-and-forth motion two to three times the size of the buffing pad
o
Maintain a buffing pad spinning speed of 1800 rpm or less for more control and less
paint removal
o
Let the polish and the buffer’s weight repair the paint; don’t use a lot of force on the
paint’s surface
o
Since the body edges and body lines don’t have as thick a layer of paint as other body
surfaces, polish up to these areas but not on them
o
When the polish turns cloudy and hazy, stop buffing and wipe the surface with a clean
cloth
o
Stop buffing before the polish dries; a dry buffing pad might scratch the paint
o
Examine the paint under artificial light and daylight to see if flaws remain
o
If the paint needs more buffing, use the mil gauge to check the paint’s depth. If the
paint depth is sufficient, apply more polish
More Aggressive Scratch Removal Process
If the “Least Aggressive Process” doesn’t produce acceptable results, you will need use a
more aggressive repair process:
o
It’s important to use a different pad with each polish; label each pad with your marker
so you can tell them apart
o
Keep checking the paint thickness with your mil gauge
o
If your buffing pad gets dirty, it can add to the paint damage; a short soft nylon bristle
brush will clean it
o
If a wool buffing pad gets dirty, a star wheel will clean it
40
2.4
Paint Chipping
First, chemically clean the chipped area to ensure the paint will adhere properly. Then follow
these steps:
o
Identify the correct color
o
Use a small brush that’s appropriate for the chipped area
o
Rather than try to fill the chip with one heavy application (such attempts are usually noticed
because the area’s color is much darker than the surrounding area) use a number of light
coats, let each coat dry for about five minutes before applying the next, and fill the chipped
area until it’s just below the surface
o
Clearcoat application techniques
• Fill chipped clearcoat areas just a little above the surface
• Let five minutes pass between each layer
o
Buffing and polishing
• W
hen the touch-up is completely dry, buff and polish using the least aggressive buffing
and polishing method
• Use your gauge to check paint thickness
2.5
Deep Scratches
Your Dealership’s body shop should repaint and refinish surfaces with deep scratches.
2.6
Scuffing and Marring
You can repair scuffing and marring by following the processes for surface scratches. If these
don’t work, it might be necessary to repaint and refinish the panel.
2.7
Dings and Dents
Dings and dents may require body work, depending on whether they’re in the sheet metal or
polyurethane areas. If you attempt a repair that involves manipulating the ding or the dent, make
sure you don’t harm the factory-applied, anti-corrosion protection. And never drill into body
panels to remove dings or dents!
41
2.8
Acid Rain Damage
Neutralize the acid by spraying a solution of one tablespoon of baking soda per quart of water over the damaged area; wipe with a clean cloth or saturate a cloth with the solution and
wipe the area.
If the paint damage is deep enough, sanding might be necessary to repair acid rain damage:
2.9
o
To soften the backing and prevent the grit from flaking off, soak #1500-2000 grit
sandpaper in clean, soapy water for an hour
o
Always use a flexible sanding pad to hold the sandpaper to prevent uneven sanding that
may occur when you use your bare hands
o
Use light pressure to sand the paint in a straight line only
o
Constantly use a spray bottle to spray water to wash away potentially damaging abrasive
grit particles that could scratch the surface
o
Measure, and if the top coat is still level, sand until the scratch vanishes
o
After sanding, the surface will feel smooth but look dull
o
Use the mildest buffing/polishing compound to blend the finish
Examining the Repairs
After buffing, painted surfaces will usually look smooth and shiny. There may be some fine
swirl marks or the paint may appear cloudy.
o
To remove swirl marks or bring out the final gloss, buff with a fine polish
o
Compare the repaired area with the other panel; if you can see a difference, your
Customers will see it, too
o
Examine the painted surface in natural daylight or color-corrected lighting; if you have
access, use different kinds of light sources
o
Check for hidden scratches by removing any unseen filler material
o
Spray the repaired area with a 50/50 mixture of water and rubbing alcohol; dry with a
clean 100 percent cotton terry cloth and re-examine for scratches
o
Use a scratch-removing polish to remove fine buffing marks
42
1.
BUILDING CUSTOMER TRUST AND CONFIDENCE THROUGH CUSTOMER CARE
Knowing that your Dealership and MBUSA are there for them throughout the ownership experience makes a
Customer’s decision to buy a Mercedes-Benz Certified Pre-Owned vehicle even easier. The MBCPO Limited
Warranty and Extended Limited Warranties are the basis for Customer Care, which includes eight critical elements
(see the following pages).
There are ways in which you can enhance the MBCPO Program to further solidify your Customer interaction and
their satisfaction with your Dealership and their purchase decision. For example, extend the services you already
provide for new vehicle Customers to pre-owned Customers to ensure their satisfaction as well. A free first service
for lube, oil, and filter change, and a free vehicle wash with each service visit are bonuses that will surprise and
delight your pre-owned Customers. Service loaners, pickup and delivery service, and text message updates are
other services that help build loyalty to your Dealership Service Department and Customer satisfaction with their
Mercedes-Benz Certified Pre-Owned vehicle. Options like these will set you apart from your competition and
attract new Customers to your Dealership. MBUSA research indicates that Dealers who have implemented these
types of policies have been very pleased with the results.
43
EIGHT CRITICAL ELEMENTS OF MBCPO CUSTOMER CARE
Customer satisfaction with your pre-owned operation is as essential to the future financial performance of your Dealership
as it is for your new vehicle business. Mercedes-Benz Certified Pre-Owned (MBCPO) Customer Care is designed to put
authorized Mercedes-Benz Dealers out in front of the competition in all areas of after-sale Customer relations. The key
elements of MBCPO Customer Care include:
1. Excellence in all Dealership/Customer interactions to provide Customers with a sales and ownership experience
that reflects the Mercedes-Benz name and reputation.
2. The MBCPO Limited Warranty and the MBCPO Extended Limited Warranties.
3. Special financing and leasing rates available from Mercedes-Benz Financial.
4. A seamless, attentive delivery process.
5. Exchange Privilege allowing MBCPO Customers an opportunity for redress if they decide they are not satisfied
with their purchase. (Not valid in all states. Check with Dealership legal counsel if the MBCPO Exchange can be
used in your state.) Within seven days and/or within 500 miles of the date of purchase, Customers may exchange the
vehicle for another MBCPO vehicle of equal or greater price or a new Mercedes-Benz vehicle of equal or greater price
(the Customer must pay the difference for a vehicle of greater price).
If an MBCPO Extended Limited Warranty was purchased for the original vehicle:
• Within the seven-day Exchange Privilege window, the Dealer must request cancellation of the original ELW
through NetStar’s Electronic Contract System
• If the ELW cancellation request meets all requirements, the Dealer will be reimbursed by MBUSA. If the
ELW cancellation request meets all requirements and state law requires, the Customer will be reimbursed by
the Dealer
• Dealers should consult the applicable MBCPO Extended Limited Warranty application for cancellation policies
that may be mandated in their state
Vehicles are ineligible for the Exchange Privilege Program if:
• The MBCPO Exchange Privilege cannot be honored in the Dealer’s state of business
•The vehicle is not in the same condition (as determined by the Dealer) as when it was delivered
• The vehicle is not free and clear of all liens and/or encumbrances
• The vehicle was used for livery, taxi, or delivery services after MBCPO delivery
• The Customer has returned an MBCPO vehicle within the previous 12 months to any authorized
Mercedes-Benz Dealer
During the delivery process, it is important that the Exchange Privilege be clearly explained to your Customers. Also,
the selling Dealer must cancel the ELW in NetStar’s Electronic Contract System within the seven-day window of the
Exchange Privilege for a refund. Dealer requests made after the seventh day will be denied by MBUSA (except in
those states that mandate a longer cancellation time period).
44
5. Exchange Privilege - continued
The Exchange Privilege must be developed in full detail by the Dealer and must be in compliance with all applicable
state and local laws. When a Customer requests the benefit, the Dealer must supply an Exchange Privilege Form
applicable to the Dealership’s state and local laws. Full terms and conditions may vary by state.
You will need to work with Mercedes-Benz Financial and any other financing institutions you use to gain cooperation
in processing retail and lease contracts during this grace period. In many cases, finance or lease contracts will not
have been funded and the exchange will be relatively simple. In other cases a “substitution of collateral” may be
necessary. For titling requirements, check with the appropriate government agency in your state.
6. Mercedes-Benz Roadside Assistance and Trip Interruption for all MBCPO owners.
Mercedes-Benz Roadside Assistance1 (Sign and Drive) is available. For more information, please visit
www.mercedesroadside.com. Also, see Section G.1.3.
Towing for the life of the MBCPO Warranties, reimbursing the Customer for breakdowns related to a warranted
condition only. The servicing or selling Dealer is responsible for administrating payments to towing companies.
Trip Interruption Program for the life of the MBCPO Warranties. If warranty repairs occur more than 100 miles
from the owner’s residence and repairs require that the vehicle remain overnight at an authorized Mercedes-Benz
Dealership while the warranty repairs are being done, the Customer will be reimbursed for his or her trip interruption
(up to $300 per day for a maximum of three consecutive nights immediately following the vehicle disablement).
Funds are specifically intended to defray the costs of accommodations, meals, and substitute travel arrangements.
Customer requests for reimbursement must be presented to and approved by an authorized Mercedes-Benz Dealer.
See Section G.1.2.
7. The Authorized Mercedes-Benz Dealer Network, ensuring that warranted repairs can be made at authorized
Mercedes-Benz Dealerships anywhere in the U.S. without any pre-approval.
8. mbrace® provides on-the-road confidence for Customers with the touch of a button, delivering:
• E
mergency assistance to summon police, ambulance, or paramedics (including if the driver is incapacitated,
through automatic notification to the response center when an airbag or seatbelt-tensioning device is activated)
• Tracking of a stolen vehicle
• A Roadside Assistance Representative
• C
oncierge service (helps arrange hotel and dinner reservations, tickets for a flight, or entertainment, sends
flowers or gifts, finds a babysitter, and more)
• Answers to questions about vehicle operation and service
• Note: mbrace services require activation. Due to continual development of mbrace, features and services
may vary by model year and class.
1
Roadside Assistance repairs may involve charges for parts, service, and towing. At times those services may be performed by an outside, authorized
Mercedes-Benz service provider.
45
1.1
MBCPO Customer Care Exchange Privilege
(Not valid in all states. Check with your Dealership’s legal counsel to determine if the MBCPO Exchange
Privilege can be used in your state.)
Customers who are not satisfied with a vehicle for any reason may return the vehicle within seven
calendar days or 500 miles from the date of physical delivery of the vehicle, whichever occurs first,
subject to the following terms:
1.2
1.1.1
our Customer can exchange his or her vehicle for another Mercedes-Benz Certified Pre-Owned
Y
vehicle or new Mercedes-Benz vehicle of equal or greater price (as compared to the original
purchase price).
1.1.2
The original vehicle must be returned to the selling Dealer.
1.1.3
T he Exchange Privilege for a vehicle of greater price requires Customer payment of the price
differential between the two vehicles (as compared to the purchase price of the original
vehicle). The monthly finance or lease payment for the replacement vehicle may exceed the
monthly payment under the original contract.
1.1.4
T he Customer is responsible for other charges that may be incurred due to any difference
between the purchase price of the original vehicle and the purchase price of the replacement
vehicle. Customers are also responsible for any early lease or finance termination charges
assessed under the original contract, and any additional taxes, license, title, documentary
fees, registration, insurance, optional equipment, finance charges, rent charges, and service
contracts assessed under the replacement contract.
Trip Interruption Benefits
Take the following steps if a Customer requests Trip Interruption benefits:
dvise the Customer that eligibility for Trip Interruption benefits depends on whether the repair is
A
covered under the terms of the New Vehicle Limited Warranty, the MBCPO Limited Warranty, or the
MBCPO Extended Limited Warranty (if applicable).
o
Recommend that the Customer save all related travel expense receipts until eligibility is
determined
o
Obtain all receipts from the Customer
o
Contact your local MBUSA Market Team to expedite eligibility
o
Reimbursement will be provided to the Customer by the authorized Mercedes-Benz Dealer upon
determination by the Dealership’s Service Manager that the request falls within the parameters of
the Trip Interruption Program.
Note: Canadian pre-owned vehicles are not covered by the MBUSA Roadside Assistance Program,
Canadian pre-owned warranties and Extended Limited Warranties are not honored in the United States.
However, Canadian vehicles are covered by Sign and Drive while traveling in the United States. Consult
the Mercedes-Benz Warranty Policy and Procedures Manual for details on U.S.-authorized
Mercedes-Benz Dealership responsibilities concerning Canadian new and pre-owned vehicles.
46
1.3
Roadside Assistance Charges and Limitations
Your Customers should be advised and reminded that there will be charges for some Roadside
Assistance repairs.
• Any parts used
• Towing, if necessary
If the repair is covered under the terms of the New Vehicle Limited Warranty and/or the MBCPO
Warranty, normal reimbursement and warranty procedures will apply.
Payment methods (cash, credit card, or personal check) depend on the policies of the Mercedes-Benz
Dealer or other service provider.
A Dealer Technician will not be expected to make warranty decisions at the scene of a vehicle
disablement. The Customer should be advised of this by the Mercedes-Benz Representative and told to
keep copies of all receipts. Dealerships will provide the appropriate refund to the
Customer in qualifying cases.
Every effort should be made to assist Mercedes-Benz Certified Pre-Owned vehicle owners in a breakdown
situation. However, the authorized Dealer Technician or the tow service provider will, on a case-by-case
basis, determine the accessibility of the vehicle. Additional charges may be applied for a breakdown
location that is not a reasonably accessible roadside location, as determined by the authorized Dealer
Technician or tow service provider.
47
1.
MBCPO COMPLIANCE: CRITICAL FOR SUCCESS
Pursuant to the terms of the Mercedes-Benz Certified Pre-Owned Vehicle Program Dealer Participation
Agreement, participating Mercedes-Benz Dealerships must comply with MBCPO policies and procedures,
designed to foster lifelong Mercedes-Benz Customers. Satisfied Customers can become loyal Customers and
bring new Customers into your Dealership simply by word of mouth. Please become thoroughly knowledgeable on
the MBCPO policies in this manual. Process Improvement Reviews, designed to facilitate Dealer compliance with
MBCPO Program Standards and guidelines, are discussed on Sections H.2 and H.3 below, as well as PIR Vehicle
Review Activities.
The consequences of noncompliance are outlined in Section H.4.
2.
PROCESS IMPROVEMENT REVIEWS
Process Improvement Reviews (PIR) are designed to facilitate Dealer compliance and MBCPO performance. There
are two sections of the review that are conducted on site at the selected Dealership: vehicle-specific reviews
and Dealership process reviews. Selection of Dealerships for PIRs is based on a review of MBCPO Performance
Guideline Exception Reports (see below). Not all Dealers receive a PIR in any one year. A dealer may also receive
a PIR due to Carcannon consultation scoring.
2.1
PIR Vehicle Review Activities
During a PIR, randomly selected MBCPO vehicles are thoroughly inspected and their documentation is
reviewed:
Vehicle Selection—The Reviewer selects up to 30 VINs from the Dealership’s MBCPO inventory from
NetStar. A maximum of 15 VINs are chosen to achieve a representative mix of all model years and classes
that are eligible for the MBCPO Program.
2.1.1
Vehicle Inspections—The Reviewer performs a physical inspection of each of the selected
MBCPO vehicles. Each inspection includes 33 categories that cover compliance with selective
Program Standards for exterior and interior appearance, as well as mechanical operation.
Within each category there are specific vehicle items reviewed. For example, under Category 1
Glass, the windshield, driver-front, driver-rear, passenger-front, passenger-rear, and rear window
are all checked to see if they are chipped, cracked, scratched, or “other.” The Reviewer assigns
a pass/fail grade for each category.
48
2.2
2.1.2
Vehicle File Reviews—For each vehicle, the following files and documents are reviewed:
Inspection and Certification Report (I&CR), certification status of the Technician completing
the I&CR, additional repair orders, VMI status codes, CARFAX Vehicle History Report®,
reconditioning documentation, short diagnostics evaluation test, compression test (if
necessary), and glove box materials.
2.1.3
Carcannon Reporting Reviews—Depending on the results of the periodic Carcannon
Consultations, a PIR may be scheduled with the dealer. Vehicle file reviews will be conducted by
MBUSA as well as inspection of certified vehicles in dealer inventory.
2.1.4
Hot Alerts—When a Certification Stopper is found on a vehicle, in the CARFAX Vehicle History
Report®, or in a VMI Vehicle History Report during the vehicle reviews, the Reviewer immediately
notifies the MBUSA Market Manager and the Dealer to initiate corrective action. (Consult
Section H.4 for the consequences of noncompliance with MBCPO Program Standards. Consult
Section D.3. for a full discussion of the Certification Stopper conditions that immediately bar a
vehicle from potential MBCPO certification.)
PIR Dealership Review Activities
Inventory, certification training, MBCPO Extended Limited Warranty applications, Dealership
capacity, and point-of-sale material assessments are also reviewed:
2.2.1
Inventory Reconciliation—The Dealer Management System (DMS) and NetStar are reconciled
to determine whether the Dealership’s inventory and the NetStar inventory match (thereby
assessing proper inventory and sales reporting).
2.2.2
Certification Training Review—The Reviewer determines whether the current Pre-Owned
Manager, Service Manager, and F&L Manager have completed appropriate MBCPO online
training. The Reviewer also determines if the appropriate Dealership Representatives who sell
new vehicles, pre-owned vehicles, or both are trained and certified according to
MBCPO Standards.
2.2.3
Extended Limited Warranty Process Review—The review process includes reviewing the
timeliness and accuracy of MBCPO Extended Limited Warranty (ELW) reporting to MBUSA on
vehicles chosen for review if CPO ELWs are present.
2.2.4
Process Improvement Reviews—The Sales Operations Manager reviews and discusses with the
Dealership inconsistencies in the Dealership’s MBCPO Program process. The discussion topics
include reconditioning, inventory control, electronic ELW submission, delivery, and Customer
relationships.
2.2.5
Pre-Owned Capacity—If necessary, MBUSA specifies Dealership showroom, sales office, vehicle
storage, and frontline display capacity requirements in the Dealer Operating Agreement. The
PIR Reviewer compares the actual capacity to the Standards.
2.2.6
Point-of-Sale/Point-of-Purchase Material Review—PIR Reviewers inspect MBCPO point-of-sale
and point-of-purchase materials and placement at the Dealership and determine if sufficient
quantities are on hand and if current branding standards are met.
49
2.3
PIR Debriefing Meeting
After completing the PIR at a Dealership, the Reviewer and the MBUSA Sales Operations Manager (SOM)
jointly prepare a brief summary report of the observed strengths and opportunities for improvement at
the Dealership and discuss them with Dealership Management. The MBUSA SOM and Regional
Pre-Owned Manager (RPOM) are sent the final PIR Report. The report is divided into different sections,
with “pass/fail” ratings shown as graphs. User-friendly, yet comprehensive, the report includes a detailed
explanation of the scoring system.
The summary report includes:
• Vehicle, process, and overall Dealership compliance scores • Top five noncompliant vehicle categories; if less than five categories are noncompliant, those
categories are listed
• Vehicle file and documentation findings (documentation present, etc.)
• Vehicle inspection graphs for exterior appearance, interior appearance, and mechanical
• Electronic Extended Limited Warranty (number of days from delivery to DDR, Customer
signature, etc.)
• Inventory reconciliation
• Reasons vehicle was unavailable for inspection by PIR Reviewers
• Training certification report
• Pre-owned capacity report
• Point-of-sale (POS) materials report
• Top 25 problem categories
• Vehicle level reporting (individual vehicle condition report)
The SOM is responsible for the following: (1) reviewing the final PIR Report with the Dealership’s General
Manager, Dealer Principal, Pre-Owned Manager, or any other Manager as required, (2) ensuring that
Dealers agree to and complete the resulting action plans for improvements, (3) entering the plans into the
Dealer Network Information Resource (DNIR), and (4) periodically reviewing the Dealership’s status.
3.
MBCPO PERFORMANCE GUIDELINE EXCEPTION REPORTS
MBUSA issues periodic MBCPO Performance Guideline Exception Reports to Regional Management Regional
Market Teams are responsible for conferring with Dealer Management regarding any criteria that fall below
MBCPO guidelines. The reports identify Dealerships that are not meeting Customer satisfaction guidelines and
MBCPO certification training guidelines for their Key Personnel (Pre-Owned Manager, Sales Representatives, F&L
Manager, Service Manager, and Technicians). Dealers’ performance against business objectives that have not met
MBCPO guidelines (such as MBCPO-to-new vehicle sales ratios) are also identified.
50
4.
CONSEQUENCES OF NONCOMPLIANCE WITH MBCPO STANDARDS
Every step of the MBCPO process is designed to help deliver the ownership experience and the vehicle quality,
safety, reliability, durability, and lasting value that Customers expect of the Mercedes-Benz brand. To help
ensure consistent MBCPO vehicle reconditioning, ICR documentation, and MBCPO-recommended Customer
handling, MBUSA has clearly defined Program Standards and guidelines for all authorized Mercedes-Benz
Dealers.
To enforce the MBCPO Standards, MBUSA has stated in the Mercedes-Benz Certified Pre-Owned Vehicle Terms
and Conditions Agreement certain conditions that may affect an authorized Mercedes-Benz Dealer’s continued
participation in the MBCPO Program.
4.1
Noncompliance that Results in Improper Representation of the Vehicle
Through noncompliance with MBCPO Program Standards and guidelines, an authorized
Mercedes-Benz Dealer may improperly represent a Mercedes-Benz vehicle as an MBCPO vehicle
to Customers (in any way, including but not confined to representation in NetStar, on Web sites,
in advertising, on the vehicle, or through showroom materials). Noncompliance that may result in
improper representation of the vehicle may include, but is not limited to, the following:
4.1.1
Inclusion or “certification” of a vehicle that is ineligible for the MBCPO Program1
4.1.2
Failure to provide a clean CARFAX Vehicle History Report® for a vehicle, e.g.,
• No report performed for the vehicle
• No report on file for the vehicle
• No “clean” report for the vehicle2
4.1.3
Failure to run a VMI Vehicle History Report or a Report that contains a
“Certification Stopper”1
4.1.4
Failure to inspect and recondition a vehicle according to MBCPO standards, e.g.,
• No inspection and reconditioning performed
• Poor inspection
• Incomplete or poor repairs
• Missing repair order to support the Inspection & Certification Report (ICR)
4.1.5
Failure to provide an ICR, e.g.,
• The ICR is inaccurate
• An ICR was not on file for the vehicle at the time of review
• ICR was not reviewed with Customer prior to sale
• Missing ICR signatures
Vehicle eligibility rules and MBCPO Certification Stoppers (five critical conditions that immediately eliminate vehicles from certification) are
outlined in sections A and D.
1
In a CARFAX Vehicle History Report®, an “Alert” entry associated with one of the problem categories indicates that the vehicle in question has a
potential problem (e.g., that the vehicle does not have a “clean” history).
2
51
4.2
The consequences of the above actions or inactions may include, but are not limited to, the following:
If the vehicle is eligible for the MBCPO Program but has not been inspected, reconditioned, or certified
according to MBCPO standards—and it has not been sold and delivered to a Customer:
4.2.1
MBUSA’s applicable regional Market Team will immediately strip the vehicle of certification in
NetStar and notify the Dealer.
4.2.2
T he Dealer will be responsible for immediately removing all MBCPO identifying labels and
point-of-purchase materials from the area surrounding the vehicle and for pulling all advertising
and Web site representation of the vehicle as certified. The Dealer will not represent the vehicle
as an MBCPO vehicle until and unless the Dealer inspects, reconditions, and certifies the
vehicle according to MBCPO Standards.
If the vehicle has been sold and delivered to a Customer, and MBUSA determines that the vehicle would
have been eligible for certification if the proper inspection and reconditioning had been done:
4.2.3
MBUSA’s applicable regional Market Team will immediately notify the selling Dealer.
4.2.4
T he Market Team will be responsible for immediately notifying the Customer in
writing to:
(1) arrange for the vehicle to be brought to the selling Dealership for proper MBCPO inspection
and reconditioning, using the process steps detailed in MBCPO Standards and guidelines, and/
or
(2) achieve a harmonious resolution. It must be clearly communicated to the Customer that it
is the Customer’s decision either to stay in the vehicle or to have the vehicle purchased by the
selling Dealer for a full refund.
4.2.5
If the Customer chooses not to keep the vehicle:
• Market Team will immediately strip the vehicle of certification in NetStar,
• Selling Dealer must buy back the vehicle from the Customer,
• S
elling Dealer will be financially responsible for all claims for MBCPO Limited
Warranty and Extended Limited Warranties (if applicable),
• S
elling Dealer will not represent the vehicle as an MBCPO vehicle until and unless
the Dealer inspects, reconditions, and certifies the vehicle according to MBCPO
Standards, and
• S
elling Dealer should obtain legal guidance regarding any legal requirements prior
to selling or wholesaling the vehicle in question.
52
4.2.6
If the Customer chooses to keep the vehicle:
• The vehicle must be brought in for proper inspection and certification,
• The MBCPO Limited Warranty and Extended Limited Warranty (if applicable
will stay in force with their original start date(s) and end date(s), and
• The
Customer must sign an acknowledgement that the vehicle has now been
properly certified and that he or she holds MBUSA and the authorized Mercedes-Benz
Dealer harmless.
• The authorized Mercedes-Benz dealer may be charged a $500 administration fee
on its Consolidated Dealer Statement.
• If an ELW application has been submitted and the vehicle is bought back from the
Customer by the selling Dealership, the authorized Mercedes-Benz Dealership
will be charged a $500 administration fee on its Consolidated Dealer Statement.
The Dealership will forfeit the cost of the ELW and will reimburse the Customer
the cost of the ELW.
If the vehicle has been sold and delivered to a Customer and it is determined that the vehicle
is ineligible for the Program:
4.2.7
MBUSA’s applicable regional Market Team will immediately notify the selling Dealer.
• T he selling Dealer will immediately contact the Customer to arrange to buy back the
vehicle. The Dealer will also be financially responsible for all claims submitted for
MBCPO Limited Warranty and Extended Limited Warranties (if applicable).
• T he vehicle will then be immediately stripped of certification in NetStar. If applicable, a
warranty code must be entered into VMI.
• T he Dealer should obtain legal guidance regarding any legal requirements prior to
selling or wholesaling the vehicle in question.
• If an ELW application has been submitted, the authorized Mercedes-Benz Dealership
will be charged a $500 administration fee on its Consolidated Dealer Statement. The
Dealership will forfeit the cost of the ELW and will reimburse the Customer the cost of
the ELW.
4.3
Noncompliance with MBCPO NetStar Reporting Standards
The following actions or inactions qualify as noncompliance:
4.3.1
MBCPO vehicle not DDR’d in NetStar within 30 days of Customer purchase
4.3.2
Inaccurate reporting
4.3.3
Vehicle DDR’d with incorrect or missing ELW package
In the event of noncompliance of reporting standard, the selling Dealership will be charged a $500
administration fee on its Consolidated Dealer Statement for each vehicle.
53
4.4
Noncompliance with MBCPO Program Standards for Dealership Personnel Training
and Certification. The Dealership and its employees must participate in all training and certification of Key Personnel
(Pre-Owned Managers, Pre-Owned Representatives, F&L Managers, Service Managers, and
Reconditioning Technicians) as required by the MBCPO Program. Knowledge of and fluency in the MBCPO
Program includes, but is not limited to, the Program rules and requirements; vehicle reconditioning
standards; terms, conditions, and limitations of the MBCPO Limited Warranty and the MBCPO Extended
Limited Warranties; and the MBCPO Delivery Checklist.
All Key Personnel must be MBCPO certified. Minimum test scores, as established by MBUSA, must be
maintained by Key Personnel for MBCPO certification.
Noncompliance with any of the MBCPO Training and Certification Standards can result in the Dealership
losing the right to participate in the MBCPO Program
54
Mercedes-Benz USA, LLC
One Mercedes Drive
Montvale, NJ 07645
CPO-08-00 Version 2/2015
All information in this publication is correct as of publication date. The details are subject to change.
All rights reserved. Reproduction or translation in whole or part is not permitted without written authorization from the publisher. Printed in USA.
2015 Mercedes-Benz USA, LLC, Daimler AF, Stuttgart, Federal Republic of Germany

Program and Reconditioning Manual - Mercedes-Benz

Transcription

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