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Mercedes-Benz Metris and Sprinter emergency call sends wrong location

NHTSA campaign 21V055000 · Reported 2021-02-05 · Daimler Vans USA, LLC

medium How serious is it? About this label

Failure of the eCall system may result in emergency responders being dispatched to the wrong location, increasing the risk of injury following a crash. The notice does not tell owners to stop driving.

What's wrong, in plain English

These vans have an automatic emergency call system that dials for help after a crash and tells responders where you are. A software problem in the van's communication unit can send the wrong location. If you crash and cannot call for help yourself, ambulances and police could be sent to the wrong place, delaying the help you need. Everything else about the van works normally. A dealer will load corrected software at no cost.

What you should do

1. Look up your VIN at nhtsa.gov/recalls to confirm your van is covered. 2. Call Daimler Vans USA at 1-877-762-8267 (recall VSXHERMPOS) or your dealer to schedule the software update. 3. Get the update installed — it is free.

Affected vehicles (5)

Who to contact

Mercedes-Benz — official Mercedes-Benz recall lookup

Customer service: 1-800-367-6372

Any franchised dealer for the brand can do the repair. Phone numbers are taken from manufacturer sites and recent NHTSA notices; if one has changed, the number in your own recall letter is the one to use.

The bigger picture

Official notice

Component
ELECTRICAL SYSTEM:SOFTWARE
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.
Safety risk
Failure of the eCall system may result in emergency responders being dispatched to the wrong location, increasing the risk of injury following 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.

Verify your specific vehicle by VIN at nhtsa.gov. Recall repairs are free of charge by law.