Sprinter Weekly

303 Perimeter Center North
Suite 202, Floor 6
Atlanta, GA 30346
TO:
Parts Managers and Parts Advisors
Service Managers and Service Advisors
FROM: Dealer Assistance Center
RE:
Weekly Parts Update
DATE: February 2, 2018
SERVICE REQUEST VOLUME
For the week of January 22nd, the PAC received 52 service requests; 4 (8%) unnecessary calls.
ETA REQUEST VOLUME
For the week of January 22nd, the PAC processed 1,652 ETA requests – 1,473 emails/ 179 calls.
1 | Sprinter Weekly Parts Update –February 2, 2018
PROGRAMS AND PRODUCT UPDATES
Special Procurement Delays and Critical Escalation Process
Due to an unexpected bottleneck in Special Procurement, we are currently experiencing delays and ask that only
critical inquiries/escalations on SP cases be emailed to: [email protected]. Only inquiries
that meet the criteria listed below will be prioritized for handling and escalation. Please limit 1 SP case
inquiry/escalation per email.
For critical SP cases, use the following format in the subject line: “SP case /Paragon order number /Part number
/VIN number”. Include the reason for inquiry/escalation (please see below criteria for a SP case to be considered
critical) in the body of your email.
The SP case must meet one of the below criteria:
•
•
•
•
Buy back situation – Lemon Law with AOM confirmation
New customer/new vehicle (vehicle still under manufacturer warranty)
VIP customer - please provide justification and a brief description
MBUSA is paying for loaner vehicle/lease payments
For non-critical SP cases (cases that do not meet the above criteria), please wait for the weekly follow-up.
Non-critical SP cases cannot be prioritized at this time.
Please refer to the Special Procurement NCA dated January 26, 2018 for additional information.
President’s Holiday – February 19
In observance of the President’s Day holiday, MBUSA will be closed on Monday, February 19th; however, the
PAC and PDC will operate on a limited schedule, 10:00 am – 6:00 pm. VORs will have an early cut-off of 3:00
pm local PDC time.
2 | Sprinter Weekly Parts Update –February 2, 2018