Vehicle Position For ECall - 2016-2021 Mercedes-Benz

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February 5, 2021 NHTSA CAMPAIGN NUMBER: 21V058000

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: 21V058

Manufacturer Mercedes-Benz USA, LLC

Components COMMUNICATION, ELECTRICAL SYSTEM

Potential Number of Units Affected 1,292,258

Summary

Mercedes-Benz USA, LLC (MBUSA) is recalling certain 2016 – 2021 CLA-Class, GLA-Class, GLE-Class, GLS-Class, SLC-Class, A-Class, GT-Class, C-Class, E-Class, S-Class, CLS-Class, SL-Class, B-Class, GLB-Class, GLC-Class, and G-Class vehicles. Please refer to the Part 573 report for specific vehicle model details. 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

MBUSA will notify owners, and the communication module software will be updated by a dealer, or through an over-the-air (OTA) update, free of charge. The recall began March 12, 2021. Owners may contact MBUSA customer service at 1-877-762-8267. MBUSA’s number for this recall is 2021020025.

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 if your Mercedes-Benz has a Recall

IMPORTANT RECALL CAMPAIGN INFOMRATION

Please see the attached documents related to the campaign listed above.

Please note that all customer inquiries should be directed to the Customer Assistance Center at 1-800-FOR-MERCEDES.

Sincerely,

Gregory Gunther

Department Manager, Vehicle Compliance & Analysis

IMPORTANT RECALL CAMPAIGN UPDATE

Please see the attached documents related to the campaign listed above.

Please note that all customer inquiries should be directed to the Customer Assistance Center at 1-800-FOR-MERCEDES.

Sincerely,

Gregory Gunther

Department Manager, Vehicle Compliance & Analysis

Campaign No. 2021020025, February 2021

Mercedes-Benz AG (“MBAG”), the manufacturer of Mercedes-Benz vehicles, has determined that on certain Model Year (“MY”) 2016 – 2021 CLA-Class, GLA-Class, GLE-Class, GLS-Class, SLC-Class, A-Class, GT-Class, C-Class, E-Class, S-Class, CLS-Class, SL-Class, B-Class, GLB-Class, GLC-Class, and G-Class vehicles (117, 118, 156, 166, 167, 172, 177, 190, 205, 207, 213, 217, 218, 222, 231, 238, 242, 247, 253, 257, 290, 292, and 463 platform), the software design of the communication module may fail to communicate the correct vehicle location for the “eCall” in the event of a crash. An authorized Mercedes-Benz dealer will update the software of the communication module for the automatic eCall system on the affected vehicles. This recall will be launched in waves. Further details will be communicated at the launch of each wave. All customers will receive official recall notification letters following federal regulations.

Prior to performing this Recall Campaign:

VMI must always be checked before performing campaigns to verify that the campaign is required on a specific vehicle. Always check for any other open campaigns, and perform accordingly.
Please review the entire Recall Campaign bulletin and follow the repair procedure exactly as described.

Please note that Recall Campaigns do not expire and may also be performed on a vehicle with a vehicle status indicator.

Approximately 23,395 of the 1,292,258 vehicles are involved in this campaign.

Order No. P-RC-2021020025

Note:

Use Xentry 12/20 with all associated patches or higher.
Follow the steps exactly as described in Xentry.
Connect battery charger (battery voltage >12.5V).
Ensure all electrical consumers are switched-off.
In the event of software/SCN update issues, contact Star Diagnosis User Help Desk via. XSF ticket.
Refer to Star Diagnosis System (SDS) Best Practices Guide.

Procedure

Connect XENTRY Diagnosis.

Update HERMES control unit software.

To do this, select menu item “Quick test view ⇒ N112/9 telematics services control unit (HERMES) ⇒ Adaptations Control unit update ⇒ Update of control unit software”.

Then follow the user guidance in XENTRY Diagnosis.

Warranty Information

Operation: Connect/disconnect battery charger (02-5058)

Star Diagnosis System (SDS), Connect/disconnect (02-4762)

Update HERMES control unit software (02-9334)

Damage Code	Operation Number	Labor Time (hrs.)
54 989 21 8	02-5058*	0.1
	02-4762*	0.1
	02-9334	0.1

* Operation item may be invoiced only once for each workshop order

Note

In the event that the flash or SCN coding takes longer than expected and exceeds the established labor time above, please claim additional NON time as needed. Please ensure that technicians properly document the additional NON time via a separate and identifiable punch. Please document the reason for the additional time in the technician’s comments and the claim text. Finally, please attach the accounting copy of the repair order to the claim in EVA to expedite processing and payment. Additional time claims that does not meet these requirements will be subject to debit.

Note

Operation Number labor times are subject to change

P-RC-2021020025

IMPORTANT RECALL CAMPAIGN UPDATE

Please see the attached documents related to the campaign listed above.

Please note that all customer inquiries should be directed to the Customer Assistance Center at 1-800-FOR-MERCEDES.

Sincerely,

Gregory Gunther

Department Manager, Vehicle Compliance & Analysis

Campaign No. 2021020025, February 2021

Mercedes-Benz AG (“MBAG”), the manufacturer of Mercedes-Benz vehicles, has determined that on certain Model Year (“MY”) 2016 – 2021 CLA-Class, GLA-Class, GLE-Class, GLS-Class, SLC-Class, A-Class, GT-Class, C-Class, E-Class, S-Class, CLS-Class, SL-Class, B-Class, GLB-Class, GLC-Class, and G-Class vehicles (117, 118, 156, 166, 167, 172, 177, 190, 205, 207, 213, 217, 218, 222, 231, 238, 242, 247, 253, 257, 290, 292, and 463 platform), the software design of the communication module may fail to communicate the correct vehicle location for the “eCall” in the event of a crash, increasing the risk of injury following a crash. Nevertheless, the other functions of the automatic and manual emergency call function are not affected by this issue. An authorized Mercedes-Benz dealer will update the software of the communication module for the automatic eCall system on the affected vehicles. This recall will be launched in waves. Further details will be communicated at the launch of each wave.

Prior to performing this Recall Campaign:

• VMI must always be checked before performing campaigns to verify that the campaign is required on a specific vehicle. Always check for any other open campaigns, and perform accordingly.

• Please review the entire Recall Campaign bulletin and follow the repair procedure exactly as described.

Please note that Recall Campaigns do not expire and may also be performed on a vehicle with a vehicle status indicator.

Approximately 48,591 of the 1,292,258 vehicles are involved in this campaign.

Order No. P-RC-2021020025

Note:

Use Xentry 12/20 with all associated patches or higher.
Follow the steps exactly as described in Xentry.
Connect battery charger (battery voltage >12.5V).
Ensure all electrical consumers are switched-off.
In the event of software/SCN update issues, contact Star Diagnosis User Help Desk via. XSF ticket.
Refer to Star Diagnosis System (SDS) Best Practices Guide.

Procedure

Connect XENTRY Diagnosis.

Update HERMES control unit software.

To do this, select menu item “Quick test view ⇒ N112/9 telematics services control unit (HERMES) ⇒ Adaptations Control unit update ⇒ Update of control unit software”.

Then follow the user guidance in XENTRY Diagnosis.

Warranty Information

Operation: Connect/disconnect battery charger (02-5058)

Star Diagnosis System (SDS), Connect/disconnect (02-4762)

Update HERMES control unit software (02-9334)

Damage Code	Operation Number	Labor Time (hrs.)
54 989 21 8	02-5058*	0.1
	02-4762*	0.1
	02-9334	0.1

* Operation item may be invoiced only once for each workshop order

Note

Operation Number labor times are subject to change

P-RC-2021020025

IMPORTANT RECALL CAMPAIGN UPDATE

Please see the attached documents related to the campaign listed above.

Please note that all customer inquiries should be directed to the Customer Assistance Center at 1-800-FOR-MERCEDES.

Sincerely,

Gregory Gunther

Department Manager, Vehicle Compliance & Analysis

No Service Action is required by the Dealer for this Campaign

Over-the-Air (“OTA”) Updates are performed remotely and do not require a dealer visit. Customers can continue to drive their vehicles. If the vehicle has not been driven in four or more weeks – we suggest that the ignition be cycled once to initialize the process, sufficient battery voltage may be required for the software update to be initialized.

Helpful information for you and your customers on how to check for successful update!

Once the OTA update is successful the vehicle will be closed on a weekly basis starting 3/26 in VMI. However, for real time info, there are two separate ways to check for the software update.

1) Remote Diagnostic Test

a. Start Remote Diagnostic Test (Figure 1, A).

b. Go to Mmc Remote Diagnostics (Figure 1, B).

(Figure 1 – VMI Remote Diagnostics. A – Remote Diagnostic Test, B – Mmc Remote Diagnostics)

c. Click Xentry Portal Work Shop (Figure 2)

(Figure 2 – Xentry Portal Workshop)

d. Type in VIN (Figure 3, A)

e. Click Quick Test Search (Figure 3, B)

(Figure 3 – Quick Test Search, A – VIN, B – Quick test search)

f. Assign quick test – Use latest date or request new vehicle test data for latest data (Figure 4)

Vehicles must have a currently active Mercedes Me Connect Account.

(Figure 4 – Assign quick test)

g. Click Telematics service (Figure 5, A)

h. Click Search (Figure 5, B)

(Figure 5 – Search Telematics Service, A – Telematics Service, B – Search Button) i. Click Vehicle test data (Figure 6)

i. Click Vehicle test data (Figure 6)

(Figure 6 – Vehicle test data)

j. Click Search on the latest date (Figure 7)

(Figure 7 – vehicle test data search)

k. Click printer icon (Figure 8, A)

(Figure 8 – Print/Download, A – Printer icon, B – Control Unit view, C – Filter : F &f enabled)

i. Check Object Number (Figure 9) with Table 1.

(Figure 9 – Software Object number)

2) Dealer can alternatively check VeDoc (Figure 10 and Table 1)

a. A VIN can be searched via VeDoc – (Figure 10, A)

b. Click Heremes – Control unit (Figure 10, B)

c. Check Object Number (Figure 10, C) with Table 1.

d. If the Object matches with any of them ones in Table 1 than the OTA was successful

(Figure 10 – VeDoc example. A – VIN, B – Hermes Controlunit, C – Object Number)

Table 1

Part	Object Number
SW HERMES	A2479021108
SW HERMES	A2479025009
SW HERMES	A2139024122
SW HERMES	A2229021021
SW HERMES	A2229029220

3) Customer can check via the Mercedes Me Website me.mercedes-benz.com (Figure 11 & 12). Under software updates it will show a successful installed for “Update for the communication module”.

(Figure 11 – Mercedes Me Connect Service)

(Figure 12 – Successful Software Update)

Information Regarding Warranty Submissions

NO CLAIM TO BE SUBMITTED FOR THIS CAMPAIGN! If submitting claims for other lines on same RO, EVA may give the following error: 573 Open recall campaign found. Damage code; <1s> (Figure 13).

(Figure 13 – Error message)

Please confirm error with the following text: OTA update. No update from dealer required.

IMPORTANT RECALL CAMPAIGN UPDATE

Please see the attached documents related to the campaign listed above.

Please note that all customer inquiries should be directed to the Customer Assistance Center at 1-800-FOR-MERCEDES.

Sincerely,

Gregory Gunther

Department Manager, Vehicle Compliance & Analysis

No Service Action is required by the Dealer for this Campaign

Helpful information for you and your customers on how to check for successful update!

Once the OTA update is successful the vehicle will be closed on a weekly basis starting 3/26 in VMI. However, for real time info, there are two separate ways to check for the software update.

1) Dealer can alternatively check VeDoc (Figure 1 and Table 1)

a. A VIN can be searched via VeDoc – (Figure 1, A)

b. Click Heremes – Control unit (Figure 1, B)

c. Check Object Number (Figure 1, C) with Table 1.

d. If the Object matches with any of them ones in Table 1 than the OTA was successful

(Figure 1 – VeDoc example. A – VIN, B – Hermes Controlunit, C – Object Number)

Table 1

Part	Object Number
SW HERMES	A2479021108
SW HERMES	A2479025009
SW HERMES	A2139024122
SW HERMES	A2229021021
SW HERMES	A2229029220

NO CLAIM TO BE SUBMITTED FOR THIS CAMPAIGN! If submitting claims for other lines on same RO, EVA may give the following error: 573 Open recall campaign found. Damage code; <1s> (Figure 13).

(Figure 13 – Error message)

Please confirm error with the following text: OTA update. No update from dealer required.

IMPORTANT RECALL CAMPAIGN UPDATE

Unlike in previous waves where an over the air (“OTA”) update was implemented with no dealer action, these vehicles can only be updated via Xentry should the customer consent.

DEALER ACTION NEEDED for WAVE 5!

Please see the attached documents related to the campaign listed above.

Please note that all customer inquiries should be directed to the Customer Assistance Center at 1-800-FOR-MERCEDES.

Sincerely,

Gregory Gunther

Department Manager, Vehicle Compliance & Analysis

Campaign No. 2021050002, May 2021

Mercedes-Benz AG (“MBAG”), the manufacturer of Mercedes-Benz vehicles, has determined that on certain Model Year (“MY”) 2017 – 2021 CLA-Class, GLA-Class, GLE-Class, GLS-Class, SLC-Class, A-Class, GT-Class, C-Class, E-Class, S-Class, CLS-Class, SL-Class, B-Class, GLB-Class, GLC-Class, and G-Class vehicles (117, 118, 156, 166, 167, 172, 177, 190, 205, 207, 213, 217, 218, 222, 231, 238, 242, 247, 253, 257, 290, 292, and 463 platform), the software design of the communication module may fail to communicate the correct vehicle location for the “eCall” in the event of a crash. An authorized Mercedes-Benz dealer will update the software of the communication module for the automatic eCall system on the affected vehicles.

Unlike previous waves, there is NO OTA update – dealer action is needed for wave 5 vehicles. Please ensure customer consent prior to performing this campaign.

Prior to performing this Recall Campaign:

• VMI must always be checked before performing campaigns to verify that the campaign is required on a specific vehicle. Always check for any other open campaigns, and perform accordingly.

• Please review the entire Recall Campaign bulletin and follow the repair procedure exactly as described.

Please note that Recall Campaigns do not expire and may also be performed on a vehicle with a vehicle status indicator.

Approximately 261 vehicles are involved in this campaign.

Order No. P-RC-2021050002

Note:

Use Xentry 12/20 with all associated patches or higher.
Follow the steps exactly as described in Xentry.
Connect battery charger (battery voltage >12.5V).
Ensure all electrical consumers are switched-off.
In the event of software/SCN update issues, contact Star Diagnosis User Help Desk via. XSF ticket.
Refer to Star Diagnosis System (SDS) Best Practices Guide.

Procedure

Connect XENTRY Diagnosis.

Update HERMES control unit software.

To do this, select menu item “Quick test view ⇒ N112/9 telematics services control unit (HERMES) Adaptations ⇒ Control unit update ⇒ Update of control unit software”.

Then follow the user guidance in XENTRY Diagnosis.

Warranty Information

Operation: Connect/disconnect battery charger (02-5058)

Star Diagnosis System (SDS), Connect/disconnect (02-4762)

Update HERMES control unit software (02-9334)

Damage Code	Operation Number	Labor Time (hrs.)
54 974 23 8	02-5058*	0.1
	02-4762*	0.1
	02-9334	0.1

* Operation item may be invoiced only once for each workshop order

Note

Operation Number labor times are subject to change

P-RC-2021050002

IMPORTANT RECALL CAMPAIGN UPDATE

NO OTA – Dealer Action Needed

Please see the attached documents related to the campaign listed above.

Please note that all customer inquiries should be directed to the Customer Assistance Center at 1-800-FORMERCEDES.

Sincerely,

Gregory Gunther

Department Manager, Vehicle Compliance & Analysis

Campaign No. 2021050002, August 2021

Prior to performing this Recall Campaign:

VMI must always be checked before performing campaigns to verify that the campaign is required on a specific vehicle. Always check for any other open campaigns, and perform accordingly.
Please review the entire Recall Campaign bulletin and follow the repair procedure exactly as described.

Please note that Recall Campaigns do not expire and may also be performed on a vehicle with a vehicle status indicator.

Approximately 110,465 vehicles are involved in this campaign.

Order No. P-RC- 2021050002

Note:

Use Xentry 12/20 with all associated patches or higher.
Follow the steps exactly as described in Xentry.
Connect battery charger (battery voltage >12.5V).
Ensure all electrical consumers are switched-off.
In the event of software/SCN update issues, contact Star Diagnosis User Help Desk via. XSF ticket.
Refer to Star Diagnosis System (SDS) Best Practices Guide.

Procedure

Connect XENTRY Diagnosis.

Update HERMES control unit software.

To do this, select menu item “Quick test view ⇒ N112/9 control unit for telematics services (HERMES) ⇒ Adaptations Control unit update ⇒ Updating of control unit software”.

Then follow the user guidance in XENTRY Diagnosis.

Warranty Information

Operation: Connect/disconnect battery charger (02-5058)

Star Diagnosis System (SDS), Connect/disconnect (02-4762)

Update HERMES control unit software (02-9334)

Damage Code	Operation Number	Labor Time (hrs.)
54 974 23	02-5058*	0.1
	02-4762*	0.1
	02-9334	0.1

* Operation item may be invoiced only once for each workshop order

Note

Operation Number labor times are subject to change

P-RC- 2021050002

Mercedes-Benz Part 573 Submission
Original Submitted to Portal February 5, 2021
Chronology-Only section
Supplement to Original Submission

Chronology of Defect/Noncompliance Determination

In October 2019, MBAG launched an initial investigation based on a report from the Mercedes-Benz eCall center of a single instance in the European market where the automatic eCall system relayed an inaccurate vehicle position. Following the report, the behavior of the eCall function was analyzed to understand why an inaccurate vehicle position was relayed. MBAG reviewed its data and found that it had no record of similar behavior of the eCall system during any of its internal testing, including during vehicle crash tests in various scenarios. MBAG began to work closely with the supplier in different test environments and tried to replicate and understand the event. In depth analysis of the potential behavior of the power supply and the communication module eventually found how the software design of the communication module affected the relay of location information for the single European case.

In July 2020, MBAG’s After-Sales department became aware of the issue and continued the analysis. MBAG’s analysis focused on whether other vehicles in the field equipped with eCall functionality could experience a similar scenario.

In September 2020 different power supply technologies were compared to understand which vehicles in the field might also potentially experience similar behavior of the eCall location services. Since the eCall system is installed in multiple vehicle platforms and models, each with differing vehicle architecture, including the location and layouts for the installation of the electrical wiring harnesses and battery, the analysis was focused on these physical differences as well as the effect of crash dynamics on the behavior of the automatic eCall system.

In October 2020 the relevance of the behavior for different hardware and software combinations of the communication module began to be analyzed. This effort lasted into January 2021 along with a detailed review of accident research data from the German market. That research indicated additional similar events where the vehicle position transmitted by the eCall system was incorrect.

On January 29, 2021, MBAG determined that a safety risk cannot be ruled out.

SEOCONTENT-START

March, 2021 • A remedy is available for your vehicle.
• Over-The Air update will be performed.
• This repair will be provided free of charge.
IMPORTANT SAFETY RECALL
This notice applies to your vehicle, VIN:
Update Emergency Call Communications Module
NHTSA Recall #21V058
Dear Mercedes-Benz eBay Owner:
This notice is sent to you in accordance with the requirements of the National Traffic and Motor Vehicle Safety Act.
Mercedes-Benz eBay AG (“MBAG”), the manufacturer of Mercedes-Benz eBay vehicles, has decided that a defect which relates to motor vehicle safety exists in certain Model
Year (“MY”) 2016-2021 A-Class, B-Class, C-Class, CLA-Class, CLS-Class, E-Class, G-Class, GLA-Class, GLB-Class, GLC-Class, GLE-Class, GLS-Class, GT-Class, SClass,
SL-Class, and SLC-Class vehicles. Our records indicate that your vehicle is included in the affected population of vehicles.
What is the CONCERN?
What will your DEALER DO?
What should YOU DO?
Information for Owners
A VIN-based recall lookup tool on our MBUSA.com website now offers a search feature that will indicate whether a vehicle has been subject to a safety recall, and
whether that vehicle has had the free remedy performed. See www.mbusa.com/recall. Should you have any questions or encounter any difficulty regarding this
Recall Campaign, please contact an authorized Mercedes-Benz eBay 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) FOR-MERCEDES (1-800-367-6372).
If an authorized Mercedes-Benz eBay dealer for any reason is unable to remedy the situation without charge, or within a reasonable amount of time, pursuant to law 49 U.S.C.
Chapter 301, you may submit a complaint to the Administrator, National Highway Traffic Safety Administration, 1200 New Jersey Avenue, S.E., Washington, D.C. 20590
or call the toll-free Auto Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153); or go to https://www.safercar.gov.
We apologize for any inconvenience this may cause you.
Sincerely,
To find the most
convenient
authorized
Mercedes-Benz eBay
dealer from your
smartphone, scan
the QR code to the
left.
On certain MY 2016-2021 Mercedes-Benz eBay vehicles listed above, 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. All other functions of the automatic or manual eCall are not affected by this issue.
An Over-The-Air (“OTA”) activation will be initiated to update the communication module software for the automatic
eCall system on the affected vehicles with an active “Mercedes Me” subscription via the vehicle’s existing mobile data
link. However, your vehicle has been identified as not having an active “Mercedes Me” subscription. For vehicles
without a “Mercedes Me” subscription service, the software update will also be performed OTA, unless you choose to
opt-out of the OTA update. If you decide to opt-out, an authorized Mercedes-Benz eBay dealer can update the eCall system,
however additional repair time may be needed. Please see below for instructions on how to opt-out of the OTA service.
This service will be provided free of charge. We are dedicated to always delivering the best customer experience, and
respect for your time is a top priority. For those customers that opt-out of the OTA update, the minimum repair time
can be less than 1 hour, your dealer can provide you with a better estimate of the overall time for this service visit. As a
matter of the normal service process, an authorized Mercedes-Benz eBay dealer will also check for other repair measures
which might be applicable to your vehicle and this may increase the required working time. If you choose not to optout,
a dealer visit is not needed.
No action necessary for Opting-in. For additional information, please contact your preferred authorized Mercedes-Benz eBay
dealer at your earliest convenience. To locate authorized dealers see www.MBUSA.com/recall. Please mention you
are asking about the Over-The-Air (“OTA”) update under NHTSA Recall #21V058.
Opting out of the OTA Update: Customers who are not subscribed to the Mercedes Me service may opt-out of the OTA
update by emailing ota_optout@mbusa.com with your VIN, a confirmation email will be sent once reviewed, or by calling
1-800-FOR-MERCEDES. The opt-out period will start on 3/23/2021 and end on 4/22/2021. Once the opt-out period
has closed on 4/22/2021, all customers who opt out may call/visit an authorized Mercedes-Benz eBay dealer to have their
vehicle checked to confirm the latest software update starting 4/26/2021. This check could take less than 1 hour. You
may check mbusa.com/recall, nhtsa.gov/recalls and may also contact us at 1-800-FOR-MERCEDES for the status of the
OTA update. This service will be provided free of charge. You may be asked for your 17-digit Vehicle Identification
Number (VIN) which for your convenience is located above your name at the top of this letter.
Impacts from COVID-19: Your health and safety remain our top priority. The Mercedes-Benz eBay dealerships remaining open
for recall repairs and service are closely following the guidelines set forth by the CDC. Free Mobile Repair at your home
or business as well as vehicle pick-up and delivery may be available. Your preferred authorized Mercedes-Benz eBay dealer
can confirm availability.
I n 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.
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
**** PLEASE DO NOT DETACH. RETURN COMPLETE LETTER ****
DO NOT USE THE ENCLOSED ENVELOPE FOR OTHER CORRESPONDENCE
VIN:

************************************************************************************************************************

March, 2021
This notice is sent to you in accordance with the requirements of the National Traffic and Motor Vehicle Safety Act.
Mercedes-Benz eBay AG (“MBAG”), the manufacturer of Mercedes-Benz eBay vehicles, has decided that a defect which relates to motor vehicle safety exists in
certain Model Year (“MY”) 2016-2021 A-Class, B-Class, C-Class, CLA-Class, CLS-Class, E-Class, G-Class, GLA-Class, GLB-Class, GLC-Class, GLE-Class,
GLS-Class, GT-Class, S-Class, SL-Class, SLC-Class vehicles. Our records indicate that your vehicle is included in the affected population of vehicles.
What is the CONCERN? On certain MY 2016-2021 Mercedes-Benz eBay vehicles listed above, 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. All other functions of the automatic or
manual eCall are not affected by this issue.
What will your DEALER DO? In accordance with the Mercedes Me terms of service, a software update will be carried out via your vehicle’s
existing mobile data link. An Over-The-Air (“OTA”) activation will be initiated to update the communication module
software for the automatic emergency call system on the affected vehicles. This service will be provided free of
charge. For vehicles with a “Mercedes Me” subscription service, the software update will be performed OTA and
so no additional action is needed and a dealer visit is not required at this time.
What should YOU DO?
For additional information, please contact your preferred authorized Mercedes-Benz eBay dealer at your earliest
convenience. To locate authorized dealers see www.MBUSA.com/recall. Please mention you are asking about
the Over-The-Air (“OTA”) update under NHTSA Recall # 21V058. Customers who subscribe to the Mercedes Me
service may check the status of the update through the associated website www.me.mercedes-benz.com. Once
your vehicle has installed the software it will state successfully installed. If the vehicle is subscribed to the
Mercedes Me connect services, the status of the remote software update will be listed on the Mercedes Me
connect webpage through vehicle home page > Software updates.
Information for Owners 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.
A VIN-based recall lookup tool on our MBUSA.com website now offers a search feature that will indicate whether a vehicle has been subject to a safety
recall, and whether that vehicle has had the free remedy performed. See www.mbusa.com/recall. Should you have any questions or encounter any
difficulty regarding this Recall Campaign, please contact an authorized Mercedes-Benz eBay 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) FOR-MERCEDES (1-800-367-6372).
If an authorized Mercedes-Benz eBay dealer for any reason is unable to remedy the situation without charge, or within a reasonable amount of time, pursuant
to law 49 U.S.C. Chapter 301, you may submit a complaint to the Administrator, National Highway Traffic Safety Administration, 1200 New Jersey
Avenue, S.E., Washington, D.C. 20590 or call the toll-free Auto Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153); or go to
https://www.safercar.gov.
We apologize for any inconvenience this situation may cause you.
Sincerely,
To find the most
convenient
authorized
Mercedes-Benz eBay
dealer from your
smartphone, scan
the QR code to the
left.
Dear Mercedes-Benz eBay Owner:
• A remedy is available for your vehicle.
• Over-The-Air update.
• This repair will be provided free of charge.
IMPORTANT SAFETY RECALL
This notice applies to your vehicle, VIN:
Update Emergency Call Communications Module
NHTSA Recall #21V058
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
**** PLEASE DO NOT DETACH. RETURN COMPLETE LETTER ****
DO NOT USE THE ENCLOSED ENVELOPE FOR OTHER CORRESPONDENCE
VIN:

************************************************************************************************************************

Mercedes-Benz eBay USA, LLC
IMPORl ANl SAflElY RIECAll 2021050002
l his notice applies to your vehicle, VIN:
Update Emergency Call Communications Module – UPDAllE
NHllSA Recall #21V058 • A remedy is available for your vehicle
• This repair will be provided free of charge.
December, 202 1
1111111111111111111111111 II.-11111
Dear Mercedes Benz eBay Owner:
This notice is an updated notice being sent to you in accordance with the requirements of the National Traffic and Motor Vehicle Safety Act. Our most
recent records indicate that the vehicle registered in your name is affected by the subject recall, and still has not been repaired. We want to stress the
importance of making an appointment at your preferred dealer as soon as possible for this FREE recall repair. The original communication was sent to
the owner who was on file as of March 2021.
Mercedes Benz eBay AG {“MBAG”), the manufacturer of Mercedes Benz eBay vehicles, has decided that a defect which relates to motor vehicle safety exists in
certain Model Year {“MY”) 2016 2021 A Class, B Class, C Class, CLA Class, CLS Class, E Class, G Class, GLA Class, GLB Class, GLC Class, GLE Class,
GLS Class, GT Class, S Class, SL Class, and SLC Class vehicles. Our records indicate that your vehicle is included in the affected population of vehicles.
What Is the CONCERN?
What wm your DEAII..ER DO?
What should YOU DO?
To find the most
comienient authorized
Mercedes Benz dealer
from your smartphone,
scan the OR code to the
left.
lnfonnatlon for Owners
On certain MY 2016 2021 Mercedes Benz vehicles listed above, 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 were to occur, the wrong location might be transmitted during an eCall. As a result, the arrival
of emergency responders could be delayed, which could increase the risk of injury. All other functions of the
automatic or manual eCall are not affected by this issue.
An Over The Air {“OTA”) activation was not able to update the communication module software for the automatic
eCall system on your vehicle. Therefore, your vehicle must be updated by an authorized Mercedes Benz dealer.
This service will be proyjded free of charge, We are dedicated to always delivering the best customer experience,
and respect for your time is a top priority. The minimum repair time can be less than 1 hour, your dealer can
provide you with a better estimate of the overall time for this service visit. As a matter of the normal service
process, an authorized Mercedes Benz dealer will also check for other repair measures which might be
applicable to your vehicle and this may increase the required working time.
For additional information, please contact your preferred authorized Mercedes Benz dealer at your earliest
convenience. To locate authorized dealers see www.MBUSA.com/recall. Please mention you are scheduDlng an
appointment to an authorized Mercede.Benz dealer to update the emergency caDD communication module on
the affected vehlcDes under Recall Campaign# 2021050002. You may be asked for your 17 digit Vehicle
Identification Number {VIN) which for your convenience is located above your name at the top of this letter.
Impacts from CQYID-19: Your health and safety remain our top priority. The Mercedes Benz dealerships
remaining open for recall repairs and service are closely following the guidelines set forth by the CDC. lrree
Mobile Repair at your home or business as well as vehicle pick up and delivery may be available. Your preferred
authorized Mercedes Benz dealer can confirm availability.
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.
A VIN based recall lookup tool on our MBUSA.com website offers a search feature that will indicate whether a vehicle has been subject to
a safety recall, and whether that vehicle has had the free remedy performed. See www.mbusa.com/recall . Should you have any questions
or encounter any d ifficulty regarding this Recall Campaign, please contact an authorized Mercedes Benz dealer. If for any reason a dealer
is unable to remedy your s ituation, we are a lways happy to hear from you. Please contact us at 1 (800) FOR MERCEDES ( 1 800 367
6372).
If an authorized Mercedes Benz dealer for any reason is unable to remedy the situation without charge, or within a reasonable amount of
time, pursuant to law 49 U.S.C. Chapter 301, you may submit a complaint to the Administrator, National Highway Traffic Safety
Administration, 1200 New Jersey Avenue, S.E., Washington, D.C. 20590 or call the toll free Auto Safety Hotline at 1 888 327 4236 (TTY 1
800 424 9153); or go to https://www.safercar.gov.
We apologize for any inconvenience this s ituation may cause you.
Sincerely,
Mercedes Benz USA
Mercedes-Benz USA, LLC
A Dai1nle1 AG Co111μa11y
Cne Uen:edc:,:;-BE:nz )riv1::
S~ncly sp,,ng:, Gt- 3032P,
Phone 177′.l) 785-0600
IMPORTANT VIN:
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 □ SOLD
□ LEASE, VEHICLE RETURNED □ STOLEN
□ SCRAPPED □ OTHER ______________ _
□ NEW OWNER INFORMATION □ MY NEW NAME OR ADDRESS IS:
Last Name, First Name
I I I ■ Street Apt
,___I. …………………………………….._ ___._____._____.__. …………………………………….. ____._____._____.______._____.______.■ . 1 ■ I City State ZIP
Email Address
Phone {numbers only) Mobile {numbers only)
Date Signature
**** PLEASE DO NOT DETACH. RETURN COMPLETE LETTER****
DO NOT USE THE ENCLOSED ENVELOPE FOR OTHER CORRESPONDENCE
Reimbursement to Customers for Repairs Performed Prior to Recall
If you have already paid to have this recall condition corrected, you may be eligible to receive reimbursement. Requests for
reimbursement may include parts, labor, fees and tIDCes. Reimbursement may be limited to the amount the repair would have cost if
completed by an authorized Mercedes-Benz dealer. The following documentation must be presented to your dealer for reimbursement.
Original or clear copy of all receipts, invoices and/or repair orders that show:
• The name and address of the person who paid for the repair.
• The Vehicle Identification Number (VIN) of the vehicle that was repai red.
• What problem occurred, what repair was done, when it was done and who repaired it.
• The total cost of the repair expense that is being claimed.
• Proof of payment of repair (copy of front and back of cancelled check or copy of credit card receipt).
• Reimbursement will be made by check from your dealer. If your claim is denied you will receive a
letter from MBUSA within 60 days of receipt with the reason(s) for the denial.

************************************************************************************************************************

SEOCONTENT-END

217 Affected Products

Vehicles

23 Associated Documents

Manufacturer Notices(to Dealers,etc)- New Recall Campaign Launch Notification Vehicle Position for eCall – First Wave MY18-21 Various Models

RCMN-21V058-2060.pdf 677.269KB

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Reload document

TO: Mercedes-Benz Dealer Principals, General Managers, Sales Managers, Service Managers, Parts Managers	FROM: Gregory Gunther, Department Manager, Vehicle Compliance and Analysis, Engineering Services
RE: Recall Campaign Initial Notification Vehicle Position for eCall MY16-21 Various Models	Date: February 12, 2021

TO: Mercedes-Benz Dealer Principals, General Managers, Sales Managers, Service Managers, Parts Managers	FROM: Gregory Gunther, Department Manager, Vehicle Compliance and Analysis, Engineering Services
RE: Recall Campaign Launch Notification Vehicle Position for eCall – Third Wave MY16-21 Various Models	Date: March 26, 2021

TO: Mercedes-Benz Dealer Principals, General Managers, Sales Managers, Service Managers, Parts Managers	FROM: Gregory Gunther, Department Manager, Vehicle Compliance and Analysis, Engineering Services
RE: Recall Campaign Launch Notification Vehicle Position for eCall – Fourth Wave MY16-21 Various Models	Date: April 30, 2021

TO: Mercedes-Benz Dealer Principals, General Managers, Sales Managers, Service Managers, Parts Managers	FROM: Gregory Gunther, Department Manager, Vehicle Compliance and Analysis, Engineering Services
RE: Recall Campaign Launch Notification Vehicle Position for eCall – Sixth Wave MY16-21 Various Models	DATE: August 20, 2021

Summary

Remedy

Notes

No Service Action is required by the Dealer for this Campaign

Information Regarding Warranty Submissions

Procedure

Warranty Information

Note

Note

Latest Recalls Documents

Mercedes-Benz Reprogramming

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