1) Bought two new NCV3's. Total cost > $100k.
2) One arrived our facility with a bad right mirror. Driver called to complain about it shortly after leaving dealership in MI. Didn't want to waste time sending him back, because I assumed that dealer would not have a mirror motor in stock. Figured I'd just take it to the Dodge dealer we like and have it fixed there.
3) Unfortunately, Dodge dealers cannot perform warranty repairs on vehicles newer than 2010.
4) Took it to Hoffman Estates MB. Tech there refused to perform repair, stating that we had damaged the mirror by applying an adhesive convex mirror to the mirror glass.
5) Submitted a customer service issue to MBUSA via their website. Explained that dealer's diagnosis was wrong and that defect existed before convex was applied. MBUSA called the dealer, then called us to parrot the dealer's erroneous diagnosis. MBUSA refused to undertake the repair, which would consist of $60 part and maybe 1/2 hour - 1 hour labor.
6) I provided MBUSA with driver's trip sheet showing the time and mileage departing MI dealer, time and mileage arriving our facility and a VIDEO of the vehicle arriving and immediately having its mirror thoroughly inspected, including having mirror glass removed to inspect mirror motor. I certainly cannot think of any reason someone would immediately inspect a mirror upon arrival of a new vehicle, unless there was something wrong with it.
7) Despite this rather compelling evidence that the mirror problem was preexisting, MBUSA has not offered to undertake the repair or reimburse us for the cost of the part and the labor to install it.
This would have never happened if Napleton Dodge could service > 2010 Sprinters. We have taken all of our first 7 Sprinters there and have been happy as pie with their service. Now that we have to deal with MBUSA, things are no longer so peachy. Can't believe MBUSA didn't fall all over itself trying to make good. They should have swiftly agreed to resolve the problem in order to keep a repeat customer happy, instead of needlessly destroying accrued goodwill.
2) One arrived our facility with a bad right mirror. Driver called to complain about it shortly after leaving dealership in MI. Didn't want to waste time sending him back, because I assumed that dealer would not have a mirror motor in stock. Figured I'd just take it to the Dodge dealer we like and have it fixed there.
3) Unfortunately, Dodge dealers cannot perform warranty repairs on vehicles newer than 2010.
4) Took it to Hoffman Estates MB. Tech there refused to perform repair, stating that we had damaged the mirror by applying an adhesive convex mirror to the mirror glass.
5) Submitted a customer service issue to MBUSA via their website. Explained that dealer's diagnosis was wrong and that defect existed before convex was applied. MBUSA called the dealer, then called us to parrot the dealer's erroneous diagnosis. MBUSA refused to undertake the repair, which would consist of $60 part and maybe 1/2 hour - 1 hour labor.
6) I provided MBUSA with driver's trip sheet showing the time and mileage departing MI dealer, time and mileage arriving our facility and a VIDEO of the vehicle arriving and immediately having its mirror thoroughly inspected, including having mirror glass removed to inspect mirror motor. I certainly cannot think of any reason someone would immediately inspect a mirror upon arrival of a new vehicle, unless there was something wrong with it.
7) Despite this rather compelling evidence that the mirror problem was preexisting, MBUSA has not offered to undertake the repair or reimburse us for the cost of the part and the labor to install it.
This would have never happened if Napleton Dodge could service > 2010 Sprinters. We have taken all of our first 7 Sprinters there and have been happy as pie with their service. Now that we have to deal with MBUSA, things are no longer so peachy. Can't believe MBUSA didn't fall all over itself trying to make good. They should have swiftly agreed to resolve the problem in order to keep a repeat customer happy, instead of needlessly destroying accrued goodwill.
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Not a great way to kick things off for future repair work i hope things will improve for you and your sprinters. 
