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Mercedes-Benz Sprinter emergency call system may stop working

NHTSA campaign 22V360000 · Reported 2022-05-20 · Daimler Vans USA, LLC

medium How serious is it? About this label

Less urgent than a mechanical problem since the van drives normally, but an emergency call may not go through, so get the free software update done.

What's wrong, in plain English

Your van has a built-in feature that can call an emergency call center for help. A software mistake on the SIM card inside the van's communication unit can keep it from connecting to the mobile network, which shuts that emergency calling feature off. The van itself drives normally. But if you are in a crash or another emergency, the van may not be able to place that call, so help could take longer to arrive.

What you should do

1. Look up your VIN at nhtsa.gov/recalls to confirm your van is affected.
2. Watch for the update to arrive over the air, or contact your dealer to have it installed.
3. Questions? Call Daimler Vans USA at 1-877-762-8267 and reference VS2SIMKOM/VS3SIMKOM — the update is free.

Affected vehicles (4)

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 2019-2021 Freightliner Sprinter, Mercedes-Benz Metris, and Mercedes-Benz Sprinter vehicles. An error in the communication module's SIM card software can cause a mobile network connection failure, disabling the emergency call (eCall) system.
Safety risk
A disabled eCall system would prevent a vehicle occupant from contacting the emergency services call center in an emergency, potentially delaying emergency responders and increasing the risk of injury.
Remedy
The communication module software will be updated through an Over-the-Air (OTA) update, or by a dealer, free of charge. Owner notification letters were mailed October 13, 2022. Owners may contact DVUSA at 1-877-762-8267. DVUSA's number for this recall is VS2SIMKOM/VS3SIMKOM. (over-the-air software update)

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