This information replaces SI60.00-D-0005AK (Service Information: Vehicles with customer request code equipment).
Since 2006 Mercedes-Benz vehicles have been sold as closed and open vehicle model designations with customer request code information on the body. The information for the customer request code (KW code) is located in VeDoc under the "Bodies"tab. It presents the vehicles body status ex-factory. Daimler AG is fully responsible to the customer for the overall vehicle including the body.
The marketing of these vehicles has resulted in the after-sales division introducing a new process between the workshops and the body manufacturers (ABH).
This means that the workshops will be responsible for the following:
1 Coordination and support of Mercedes-Benz vehicles with body manufacturer scopes for:
Service and repair,
Warranty/warranty operations with maximum repair limits.
2 Coordination of procedure with body manufacturer prior to performing repair (who, deadlines, costs, replacement part procurement, possible replacement vehicle), where possible in writing.
3 Settlement of warranty claims with available KW code-specific damage codes for repairs with maximum repair limits.
4 Creation of invoices for service and repair.
5 Coordination with body manufacturer (ABH) for performing repair work, if maximum repair rate (refers to repairs with damage code) unable to be maintained.
The body manufacturer is obliged to conduct the following services as part of the system partnership:
1 Provision of a technical hotline (central contact person) for the Mercedes-Benz authorized workshops for the following topics:
Service, repair, replacement parts supply, warranty processing,
Clarification of technical circumstances.
2 Creation or insertion of body manufacturer's operating instructions incl. maintenance information.
3 Provision of vehicle-specific technical documentation for respective customer request code (drawing, replacement part list, prices, assembly instructions).
4 Workshop support through order-related on-site service.
5 Information about training-course dates and requirements if a workshop wishes to become a service partner to the body manufacturer.
6 Prompt information from Daimler AG in event of any product-liability relevant circumstances. This also includes intended field measures by the body manufacturer.
7 Support of Daimler AG during field measures.
General agreements with body manufacturers
1 Search term for the hotline: vehicle identification number.
2 Aftermarket add-on parts-/installations are performed and documented by the body manufacturer.
3 The replacement parts supply is performed by the body manufacturer.
4 Training courses can be booked directly from the body manufacturers if necessary.
Vehicle information
Information on the body is available in VeDoc under the "Bodies" tab. Additional information such as contact data for the body manufacturer and a link to the homepage are stored on this tab.
Cross-reference to the warranty manual:
WR 08 01 130 (Vans with customer request codes)
WR 08 01 040 (Changes to new vehicle package)
WR 04 03 170 (Handling of ancillary costs)
WR 02 01 069 (Arobus)
Damage codes
Damage codes for body manufacturer scopes are available in the damage code file (Group 60). Repair scopes which do not have a damage code, cannot be settled through the simplified efficient warranty processing (VEGA). In this instance, the repairs must be coordinated with the body manufacturer in advance (Recommendation: In writing). Cost settlement will be effected directly with the body manufacturer.
If these requirements are not observed, the costs will be redebited.
The regulations in article WR 08 01 130 apply in this context (vans with customer request codes). The invoices for ancillary costs must be attached to the claim in VEGA. Invoices for installed body manufacturer replacement parts must be submitted with the net prices as ancillary costs.
Replacement part procurement
The replacement parts supply is performed by the body manufacturer itself. Information on the procurement addresses is available in VeDoc under the "Bodies" tab and in the EPC (with entry of the VIN).
It must also be noted that with regard to replacement part delivery, the body manufacturer may have included an instruction to have certain removed parts returned. The transport costs shall be borne here by the body manufacturer.
Additional instructions for bodies with cargo liftgates
Warranty operations may only be conducted by authorized workshops and trained personnel. Documentation of the maintenance conducted must be completely available for all warranty operations (maintenance booklet/invoices). Warranty processing is settled directly with the cargo liftgate manufacturer.
Additional instructions for tilting bodies from the Dautel and Meiller companies
Before replacing a hydraulic cylinder or a hydraulic unit, contact must be made with the manufacturer's Service department and the repair scope and procedure clarified.
Removed parts from warranty repairs must be returned to the manufacturer if requested (Information available on delivery papers for replacement part order).
Cost settlement will be effected directly with the body manufacturer. Please attach a screenshot of the VeDoc screen from the "Bodies" tab to the component in question with a descriptive technician's findings report. Use the manufacturer's free return management process for part transport. Collection will be with a period of 10 workdays.
Service at Dautel company, Tel. +49-7131-407-222
Service at Meiller company, Tel. +49-89-1487-2450
Service at Cars company:
Contact and parts ordering via https://infoservice-vmc.cars-gmbh.de/de/ or via the body manufacturer homepage button in VeDoc.
Additional information for refrigeration assemblies from the Kerstner company
Warranty operations may only be conducted by Kerstner authorized workshops and trained personnel. Documentation of the maintenance conducted must be completely available for all warranty operations (maintenance booklet/invoices).
Additional information for refrigeration assemblies from the Winter company with DIAVIA refrigeration system
Warranty operations may only be performed by authorized service workshops and skilled personnel from the WAECO company. Documentation of the maintenance conducted must be completely available for all warranty operations (maintenance booklet/invoices).
Cost settlement is carried out directly with the WAECO company. Information on Service Centers of the WAECO company is available by phone at +49-6659-9646-19.
Additional information for refrigerated box bodies from Kiesling company (Thermo King system)
Warranty operations may only be conducted by Thermo King authorized workshops and trained personnel. Documentation of the maintenance conducted must be completely available for all warranty operations (maintenance booklet/invoices).
Cost settlement is carried out directly with Thermo King. Information on Thermo King service centers is available on the website or by phone.
Additional information on bodies/modifications by VMC (Van Modification Center)
This information also applies to codes PL9 (VMC air suspension master code) and PB2 (VMC retarder master code).
Vehicles with price information text in Daimler AG single invoice transactions
Equipment information is documented in VeDoc under the "Bodies" tab. Settlement for these scopes is effected directly with the body manufacturer.