Multi-Year Update (MYU) Supporting Training Documentation. MBUSA December 2015

Transcription

1 Multi-Year Update (MYU) Supporting Training Documentation MBUSA December 2015

2 Multi-Year Update Overview To provide another avenue for strengthening the relationship between the dealer s service drive and customer, and to improve low CSI scores associated with navigation maps being out of date, MBUSA introduced a Multi-Year Update Program. MY15 or newer Mercedes-Benz vehicles are eligible to receive up to two (2) map updates* per year. Update eligibility is for the first three years of ownership. Dealers will receive map data USB-sticks with reduced install time once new update is available. Labor occurred during update process will be reimbursed through the MBUSA warranty system. MBUSA will inform eligible customers of the free map update for their COMAND navigation system. *Map update availability may vary 2 MYU Communication December 2015 Subject to change at any time

3 Multi-Year Update Background & Implementation Background Map data changes frequently (up to 20% per year) Customer expects the Best or Nothing including from their COMAND system Continuing low CSI scores for NAV can be mitigated using MYU Additional customer touch point driving customer retention Implementation Customers receive cost-free map updates over a three year period MY2015 vehicles with COMAND Navigation and option code 502 are eligible Dealer to check for latest map version prior to delivery of vehicle Map update to be checked during service appointments MBUSA customer marketing to drive retention & service appointments Two updates per year are planned 3 MYU Communication December 2015 Subject to change at any time

4 Multi-Year Update Process Fresh-Map Update 1st year cost free map update 2nd year cost free map update 3rd year cost free map update 4th year classic map update Verification whether vehicle has latest NAV SW installed during PDI process. MBUSA informs eligible customers with call-to-action to visit dealership. Dealer check navigation map data during service visit. 1 Dealer checks the eligibility for free map update via VIN. 2 Maintenance sheet, requires dealers to check for available map release and to performs free map. 3 Dealer claims reimbursement for labor (2 work units) through MBUSA warranty Customer has the latest map data free of charge. Customers will purchase classic map update via Service / Parts department after three (3) years of ownership. MBUSA to inform customers of available updates for their vehicle. 4 MYU Communication December 2015 Subject to change at any time

5 How to Obtain the map Activation Code in VeDoc 1 Enter VIN of MY15+ vehicle 3 If new map version available, request activation code free of charge 2 Verify if new map data is available > If no map version shown vehicle has already the latest update installed 5 MYU Communication December 2015 Subject to change at any time

6 Installation Instructions Installation instructions are included in the Map Data Information Guide that comes with the USB map updates Installation instructions may vary by platform An extract from a Map Data Information Guide is pasted below for general information Installation instructions for the Mercedes-Benz COMAND Navigation System Map Update: The installation process can take up to 45 minutes to complete. This varies due to the size of the map data and the model year of the vehicle. We strongly recommend you update the navigation system while the vehicle is stationary. If installation is carried out with the engine turned off and a high capacity battery charger is NOT connected to the battery, the battery will not maintain a full charge and COMAND will automatically shut itself off during the process to save the battery and protect the update. In this case, restart installation with the engine running. Installation of map data: Note: Before you start the Map Update, please remove All Media from the system. Install the USB Storage Device into one of the USB Sockets within the Center Console Area. The installation will start up when the USB recognized, COMAND tests whether the map software is suitable for the system software. This may take a few seconds. The screen will show the Currently Installed version and the New Map Data on Medium version. Note: If the Map Update Currently Installed matches the New Map Data, highlight and select Cancel to exit the update process. Using the COMAND Controller, highlight and select Update to start the update process. Note: A Six Digit License Key (activation code) is required to install the Map Update into your system. It can ONLY be purchased from an Authorized Mercedes-Benz Dealer and is unique to this Map Update for YOUR vehicle. Enter the six digit License Key using the COMAND Controller and select OK. During installation, you will see a relevant message that the Navigation System can be used during the Map Update and a progress bar is also displayed. When installation has been successfully completed, you will see a message to that effect. The new Map Data is available after a System Restart. Acknowledge the OK message by pressing down on the COMAND Controller. Remove the USB Storage Device from the USB Socket. Installation is now complete. 6 MYU Communication December 2015 Subject to change at any time

7 Reimbursement Claims for MYU Dealerships may claim labor reimbursement for labor performed on MYU through MBUSA warranty system 1. Special Warranty Code 8204X 01 (8204X Damage Code Description: Map data update, COMAND) 2. The following items are valid (labor operation codes) a) update map data for navigation system (0.1 hrs) b) Maintain onboard electrical system voltage (for testing and diagnosis work) (0.1 hrs) 3. Service type 13 applies to MYU in order to allocate claims as dealer services and not warranty 4. Two work units may be claimed 7 MYU Communication December 2015 Subject to change at any time

8 MYU Customer Communication MBUSA to reach out to eligible customers via corporate blast Call to action to schedule service appointment and receive free map update (service appointment not required to receive update) Update can be performed in under an hour! (can be bundled with Express Service appointment) Upsell opportunity for other products / services! Separate dealer communications via NCU prior to new map update/product release Please note that not all customers might be contacted based on length of vehicle ownership. However, it is the dealership s responsibility to check the navigation software version during any service appointment and if needed update the database free-of-charge for eligible MY15+ customers. 8 MYU Communication December 2015 Subject to change at any time

9 MYU Important Points to Note Frequency of updates may vary based on various factors but is anticipated to be available twice a year (planned every 6 months) USB sticks can be used for regular (non MYU customer) map updates as well USB sticks will be send to attention of the dealerships parts manager (amount varies based on dealership size). To purchase additional USBs please refer to the Map Update Product Listing in ODUS. Install time may vary based on software level of COMAND system (less then 1h for every vehicle) Eligibility expires exactly three (3) years after customer takes delivery of vehicle Eligibility remains with vehicle even when ownership transfers Classic map update available after 3 years as customer-pay option Contact NetStar help NETSTAR regarding VeDoc issues Does not apply to Sprinter / Freightliner or smart models 9 MYU Communication December 2015 Subject to change at any time