Customer Care

At Mercedes-Benz, we strive to handle all customer needs, from providing genuine parts to having qualified automotive technicians repair our vehicles. Mercedes-Benz Client Care is devoted to providing complete customer satisfaction and, as today’s vehicles have become increasingly advanced, our service facilities have changed with the times.

There is nothing better than the feeling of a new Mercedes-Benz, and the way to maintain that feeling is to insist on genuine parts and accessories fitted by factory trained technicians at authorized Mercedes-Benz dealers.

We are committed to making the overall ownership experience of a Mercedes-Benz vehicle the best in the automotive industry. The Mercedes-Benz Canada Roadside Assistance Program is an integral part of this commitment.

Beyond the services and assistance provided through our dealer network, Mercedes-Benz Canada has a nationwide auxiliary support network with the sole purpose of providing Mercedes-Benz owners with peace of mind wherever and whenever they need it.

Emergency Roadside Assistance is available virtually anywhere in Canada or the continental United States. Specific coverage details can be obtained by calling the Mercedes-Benz Roadside Assistance number 1-800-387-0100.

Emergency Roadside Repair Service is also available in major metropolitan areas within a 50-km radius of your Mercedes-Benz dealer by calling 1-800-387-0100. Please contact a dealer for details and hours of service.

Vehicle identification number (VIN)

For either Emergency Roadside Assistance or Emergency Roadside Repair Service, the vehicle identification number (VIN) will be required at the time of the initial call.

The VIN is easy to find and is located on the automobile registration, on the dashboard viewed from outside the front of the windshield on the drivers side, or below the door latch on the drivers-side door pillar. This last eight digits of this number are needed to access customer records.

(Example of VIN: WDBAA23C4MB567890. The last eight digits MB567890 are required to identify the vehicle records.)

The optional Tele Aid system provides help when it’s needed most. Tele Aid is available 24 hours a day and no phone is required. GPS satellites pinpoint the current location of the car and a cellular link provides contact with the Mercedes-Benz Customer Service Centre.

Three buttons in the car assist in communication: the SOS button for emergency aid, the “i” button for information, and the wrench button for Roadside Assistance. In addition, the system will automatically call for help should any air bag or Emergency Tensioning Retractor deploy.

If a non-accident related breakdown occurs during the warranty period that requires the vehicle to be towed by Mercedes-Benz Roadside Assistance to an authorized Mercedes-Benz dealership for repairs, drivers are covered. If the breakdown occurs more than 80 km from home, reimbursement up to $500 for hotel accommodations and up to $600 for alternate transportation expenses is provided while your car is being repaired at an authorized Mercedes-Benz dealership.

Authorized Mercedes-Benz dealers can provide complete details.

* Trip interruption benefits only available on 2009 or newer smart fortwo models up to $200 per incident. Roadside Assistance expiration on smart vehicles is subject to the SMART Retail Renewal Program. Please contact your local smart dealership for more information. Trip interruption benefits do not apply to Sprinter or Metris vehicles.
** Tows for tire issues are not considered mechanical breakdowns, and are not eligible for Trip Interruption benefits.

The Mercedes-Benz High Mileage Award program has been developed to recognize and reward brand loyalty and vehicle durability. The High Mileage Award is available free to Mercedes-Benz owners who have surpassed the 250,000 km, 500,000 km or 1,000,000 km milestone(s).

After successfully completing the award application, owners must take the car to a Mercedes-Benz authorized dealer for odometer verification. Mercedes-Benz owners should expect to receive their grille badge along with a presentation folio with a High Mileage Award certificate in 4-6 weeks time.

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