February 5, 2021 NHTSA CAMPAIGN NUMBER: 21V055000
Inaccurate Vehicle Location for Emergency Services
Failure of the eCall system may result in emergency responders being dispatched to the wrong location, increasing the risk of injury following a crash.
NHTSA Campaign Number: 21V055
Manufacturer Daimler Vans USA, LLC
Components ELECTRICAL SYSTEM
Potential Number of Units Affected 84,345
Summary
Daimler Vans USA, LLC (DVUSA) is recalling certain 2016-2020 Mercedes-Benz
Metris and 2019-2020 Mercedes-Benz Sprinter vehicles. The software design of the communication module may fail to communicate the correct vehicle location for the emergency call system (eCall) in the event of a crash.
Remedy
DVUSA will notify owners, and dealers will update the software communication module for the automatic emergency call system, free of charge. The recall began on May 5, 2021. Owners may contact DVUSA customer service at 1-877-762-8267. DVUSA’s number for this recall is VSXHERMPOS.
Notes
Owners may also contact the National Highway Traffic Safety Administration Vehicle Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153), or go to www.safercar.gov.
Check for Daimler Vans Recalls
| TO: Mercedes-Benz Principals, Freightliner Principals, General Managers, Sales Managers, Service Managers, Parts Managers | FROM: Anthony Washington, Department Manager, Regulations and Certifications |
| Re: Initial Recall Campaign Notification Models 447(Metris), 907 (Sprinter) Model Years 2016-2020 eCall Software Update | DATE: February 12, 2021 |
IMPORTANT RECALL CAMPAIGN INFORMATION
Please see the attached documents related to the campaign listed above
| Campaign No. : | Campaign Desc. : | eCall Software Update | |
| 2021020024 | PDGHERMPOS | ||
| This is to notify you of an upcoming Recall Campaign concerning the eCall Software Update on approximately 82,011 MY16-20 Mercedes-Benz Metris and Sprinter vans. The recall campaign will be visible on the www.safercar.gov website and may generate questions from customers. All affected VINs will be flagged “PENDING” in VMI and cannot be sold. | |||
|
Background | |||
| Issue | Mercedes-Benz AG (MBAG), the manufacturer of Mercedes-Benz and Freightliner vehicles, has determined that on certain on certain Model Year (“MY”) 2016 – 2020 Metris and Sprinter vehicles (447, 907 platform), the software design of the communication module may fail to communicate the correct vehicle’s location for the emergency call system (“eCall”) in the event of a crash. | ||
| What We’re Doing | As a precautionary measure, MBAG will update the software of the communication module for the automatic emergency call system on the affected vehicles. All customers will receive official recall notification letters. For vehicles that are subscribed to the Mercedes Me/Mercedes Pro service, this software update will be performed over-the-air and with no workshop visit required. For vehicles that are not subscribed to the Mercedes Me/ Mercedes Pro service, the notification letter will advise the customer that he/she may opt out of the over-the-air update and visit an authorized workshop to have the update performed. If the customer does not opt out within the specified period, the update will be sent to the vehicle thereafter. | ||
| Parts | Parts are still being verified.
An additional notification will be sent when parts are available for repair. | ||
|
Vehicles Affected | |||
| Vehicle Model Year(s) | 2016-2020 | ||
| Vehicle Model (s) | Sprinter(907) and Metris (447) | ||
|
Vehicle Populations | |||
| Total Recall | 82,011 | ||
| Dealer Inventory | 3,159 | ||
| Given this notice, it is a violation of Federal Law for a dealer to sell or lease any new Sprinter and/or Metris vehicles in dealer inventory covered by this notification until the vehicle has been repaired.
Loaner and demonstrator vehicles may continue to be driven, but must not be retailed until repaired.
Additionally, given this notice, it is a violation of Federal Law for rental companies to rent new Sprinter and/or Metris vehicles covered by this notification until the vehicle has been repaired.
| |||
|
Next Steps/Notes | |||
| Customer Notification Timeline | An owner notification letter will be mailed in mid-February 2021. | ||
| AOMS/SOMS | AOMs – This recall may generate questions from your dealers. Please forward this notice to your dealers ASAP. | ||
| Rental Fleet Partners | This recall may affect vehicles in your fleet. Please contact your respective MBUSA/DVUSA fleet representative for further information and next steps. For repairs, please contact your preferred MBUSA/DVUSA dealer. | ||
| While we regret any inconvenience this may cause, we are determined to maintain a high level of vehicle quality and customer satisfaction. | |||
SEOCONTENT-START
IMPORTANT SAFETY RECALL INTERIM NOTICE
This notice applies to your vehicle, VIN: 123456
Update “eCall” Software
NHTSA Recall #21V055
April, 2021
21V055
123456
Dear Valued Mercedes-Benz Sprinter Owner:
This notice is sent to you in accordance with the requirements of the National Traffic and Motor Vehicle Safety Act.
Mercedes-Benz AG (“MBAG”), the manufacturer of Sprinter vans, has decided that a defect which relates to motor vehicle safety
exists in certain Model Year 2019 – 2020 Mercedes-Benz Sprinter vehicles. Our records indicate that your vehicle is included in
the affected population of vehicles.
MBAG has determined that on certain Mercedes-Benz Sprinter vehicles, the software design of the communication module may fail
to communicate the correct vehicle’s location for the emergency call system (“eCall”) in the event of a crash. Depending on the
crash scenario, a temporary drop in the on-board electrical voltage system may occur. If this occurs, the wrong location may be
transmitted during an eCall. As a result, the arrival of emergency responders could be delayed, which could increase the risk of
injury.
Nevertheless, the other functions of the automatic and manual emergency call function are not affected by this issue.
As a precautionary measure, MBAG will update the communication module software for the automatic emergency call system on
the affected vehicles.
Unfortunately, the software to remedy this issue is currently not yet available.
We are working to obtain the necessary parts to correct this condition as quickly as possible. As the parts become available, we will
send you another letter asking you to take your vehicle to an authorized Mercedes-Benz dealer to have the recall completed free of
charge.
Should you have any concerns or questions regarding your vehicle before you receive the next recall letter when parts are
available, please contact an authorized Mercedes-Benz dealer. If for any reason a dealer is unable to remedy your situation, we
are always happy to hear from you. Please contact us at 1-800-367-6372. A new vehicle identification number (VIN)-based recall
lookup tool on our MBUSA.com website, offers a search function that will indicate whether a vehicle has been subject to a safety
recall, and whether that vehicle has had the free remedy performed.
Please visit https://www.mbvans.com/en/recall-information and enter your 17 digit VIN in the VIN Look-up tool.
We also encourage you to sign up for recall alerts at www.nhtsa.gov/alerts.
In the event that you are no longer the vehicle owner, or have had a change of address, please complete the reverse side and return
the updated information in the enclosed envelope. If this is a leased vehicle and the lessor and registered owner receive this notice,
please forward this information by first class mail to the lessee within 10 business days to comply with Federal Regulations.
We apologize for any inconvenience this situation may cause you.
Sincerely,
• A safety defect exists in your vehicle.
• Remedy software is not yet available for your
vehicle.
• We will contact you again once the software
is available
Mercedes-Benz USA, LLC
Robert Veit
Managing Director
Vans USA
Mercedes-Benz USA, LLC
A Mercedes-Benz AG Company
One Mercedes-Benz Drive
Sandy Springs, GA 30328
Phone (770) 705-0600
IMPORTANT
If for any reason YOU NO LONGER OWN THIS VEHICLE OR have a CHANGE OF ADDRESS, please COMPLETE THE SECTION
BELOW, place in the ENCLOSED ENVELOPE, and DROP IN ANY MAIL BOX. If possible, provide the name and address of the
present owner so that we may contact them.
! EXPORTED
! LEASE, VEHICLE RETURNED
! SCRAPPED
! SOLD
! STOLEN
! OTHER
! NEW OWNER INFORMATION ! MY NEW NAME OR ADDRESS IS:
Last Name, First Name
Street Apt
City State ZIP
Email Address
Phone (numbers only) Mobile (numbers only)
———————————————– ———————————————————————————-
Date Signature
VIN: 123456
******************************************************************************************************************
IMPORTANT SAFETY RECALL INTERIM NOTICE
This notice applies to your vehicle, VIN: 123456
Update “eCall” Software
NHTSA Recall #21V055
April, 2021
21V055
123456
Dear Valued Mercedes-Benz Metris Owner:
This notice is sent to you in accordance with the requirements of the National Traffic and Motor Vehicle Safety Act.
Mercedes-Benz AG (“MBAG”), the manufacturer of Metris vans, has decided that a defect which relates to motor vehicle safety
exists in certain Model Year 2020 Mercedes-Benz Metris vehicles. Our records indicate that your vehicle is included in the
affected population of vehicles.
MBAG has determined that on certain Mercedes-Benz Metris vehicles, the software design of the communication module may fail to
communicate the correct vehicle’s location for the emergency call system (“eCall”) in the event of a crash. Depending on the crash
scenario, a temporary drop in the on-board electrical voltage system may occur. If this occurs, the wrong location may be
transmitted during an eCall. As a result, the arrival of emergency responders could be delayed, which could increase the risk of
injury.
Nevertheless, the other functions of the automatic and manual emergency call function are not affected by this issue.
As a precautionary measure, MBAG will update the communication module software for the automatic emergency call system on
the affected vehicles.
Unfortunately, the software to remedy this issue is currently not yet available.
We are working to obtain the necessary software to correct this condition as quickly as possible. As this becomes available, we will
send you another letter asking you to take your vehicle to an authorized Mercedes-Benz dealer to have the recall completed free of
charge.
Should you have any concerns or questions regarding your vehicle before you receive the next recall letter when the remedy is
available, please contact an authorized Mercedes-Benz dealer. If for any reason a dealer is unable to remedy your situation, we
are always happy to hear from you. Please contact us at 1-800-367-6372. A new vehicle identification number (VIN)-based recall
lookup tool on our MBUSA.com website, offers a search function that will indicate whether a vehicle has been subject to a safety
recall, and whether that vehicle has had the free remedy performed.
Please visit https://www.mbvans.com/en/recall-information and enter your 17 digit VIN in the VIN Look-up tool.
We also encourage you to sign up for recall alerts at www.nhtsa.gov/alerts.
In the event that you are no longer the vehicle owner, or have had a change of address, please complete the reverse side and return
the updated information in the enclosed envelope. If this is a leased vehicle and the lessor and registered owner receive this notice,
please forward this information by first class mail to the lessee within 10 business days to comply with Federal Regulations.
We apologize for any inconvenience this situation may cause you.
Sincerely,
• A safety defect exists in your vehicle.
• Remedy software is not yet available for your
vehicle.
• We will contact you again once the software
Is available
Mercedes-Benz USA, LLC
Robert Veit
Managing Director
Vans USA
Mercedes-Benz USA, LLC
A Mercedes-Benz AG Company
One Mercedes-Benz Drive
Sandy Springs, GA 30328
Phone (770) 705-0600
IMPORTANT
If for any reason YOU NO LONGER OWN THIS VEHICLE OR have a CHANGE OF ADDRESS, please COMPLETE THE SECTION
BELOW, place in the ENCLOSED ENVELOPE, and DROP IN ANY MAIL BOX. If possible, provide the name and address of the
present owner so that we may contact them.
! EXPORTED
! LEASE, VEHICLE RETURNED
! SCRAPPED
! SOLD
! STOLEN
! OTHER
! NEW OWNER INFORMATION ! MY NEW NAME OR ADDRESS IS:
Last Name, First Name
Street Apt
City State ZIP
Email Address
Phone (numbers only) Mobile (numbers only)
———————————————– ———————————————————————————-
Date Signature
VIN: 123456
SEOCONTENT-END
13 Affected Products
Vehicles
| MAKE | MODEL | YEAR |
| MERCEDES-BENZ | METRIS | 2016-2020 |
| MERCEDES-BENZ | SPRINTER 1500 | 2019-2020 |
| MERCEDES-BENZ | SPRINTER 2500 | 2019-2020 |
| MERCEDES-BENZ | SPRINTER 3500 | 2019-2020 |
| MERCEDES-BENZ | SPRINTER 4500 | 2019-2020 |
11 Associated Documents
Defect Notice 573 Report
RCLRPT-21V055-9108.PDF 215.471KB
Recall Acknowledgement
RCAK-21V055-4003.pdf 645.907KB
Manufacturer Notices(to Dealers,etc)
RCMN-21V055-8390.pdf 678.933KB
ISSUED Owner Notification Letter(Part 577)
RCONL-21V055-7516.pdf 167.526KB
ISSUED Interim Owner Notification Letter(Part 577)
RIONL-21V055-3172.pdf 95.585KB
ISSUED Interim Owner Notification Letter(Part 577)
RIONL-21V055-4702.pdf 166.589KB
Recall Quarterly Report #2, 2021-3
RCLQRT-21V055-2502.PDF 211.249KB
Recall Quarterly Report #1, 2021-2
RCLQRT-21V055-9510.PDF 211.249KB
ISSUED Interim Owner Notification Letter(Part 577)
RIONL-21V055-8241.pdf 166.38KB
Recall Quarterly Report #2, 2021-3
RCLQRT-21V055-9864.PDF 211.342KB
Recall Quarterly Report #3, 2021-4
RCLQRT-21V055-9852.PDF 211.342KB
Latest Recalls Documents
Mercedes-Benz Reprogramming
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