"service manual"
Contents
1. Minimum remaining tread of 1 6mm across 75 of the tyre in line with current legislation MOT Not Acceptable Tyres showing uneven wear indicating steering damage i e tyre tread feathering v Remoulds and other substandard tyres Any gouge crack cut torn or plugged tyre Less than 1 6mm tread depth across 75 of the tyre including spare Cracked or distorted wheel trims Scuff chips and scratches exceeding 25mm Tyres with excessive wear not matching age or mileage of your smart Underside Our engineers will check the underside of the vehicle for any impact damage J Acceptable gt Minor dents and deformation such as stone damage as long as they have not caused major corrosion Any suspected impact damage should be investigated and dealt with professionally by a smart Retailer X Not Acceptable Significant damage or distortion to chassis components Vv Pane scratches 25mm bed Dents 13MM S s epairs on alloys Less than 1 6mm tyre tread Examples shown are of unacceptable damage Rubber Seals J Acceptable gt Normal wear resulting in a minimal amount of minor damage and splits to rubber door and other seals tierie 4 W Ni Oil Leaks A J Acceptable gt Some minor oil misting or dampness around seals or gaskets providing oil drips are not present X Not Acceptable X Not Acceptable gt Any serious oil leakage which should be rectified at the earl2. the end of your agreement our Vehicle Returns Team will be in touch to facilitate the return of your vehicle Returning the V5C Registration Document back to us applicable to Agility Operating Lease and lease amp care customers only Six weeks before return we ll send you a letter that will tell you what to do with the V5C Registration Document logbook when you return your car Please note that you must send the yellow section 9 to the DVLA after your vehicle has been collected and hand the rest of the V5C to the Collection Agent or penalty charges may apply We will also have to pass on any extra administration costs imposed by the DVLA For queries relating to your V5C please call us on 01908 697526 If you misplace your V5C document simply contact the DVLA on 0300 790 6802 to request a duplicate you should receive this within three working days gt 5 gt 6 smart Retailer Make sure your service history and MOT are up to date If your smart requires a final service before it is returned you should book this in allowing enough time for it to be carried out prior to its return If your agreement was signed after 6th October 2009 all of your vehicle services throughout your agreement must have been carried out by a smart Retailer You will also need to make sure that you have a current MOT certificate as legally all vehicles over three years old from the date of registration require a valid MOT certificate when th
3. 74y gt gt Your smart Journey A guide to your next steps 22 Use the tester card above to assess your smart car for any damage that may need to be repaired prior to returning the vehicle at the end of your agreement should you choose to do so gt gt Contents Your agreement is about to end 3 Steps for returning your smart 4 Vehicle Return Standards 10 Fair Wear amp Tear 12 How to make a complaint 18 Vehicle Return Standards Checklist 19 gt gt Important contacts Vehicle Returns Team 0370 847 0700 To arrange the return of your vehicle discuss any queries regarding the vehicle return standards or vehicle documents enquiries Lines open Monday to Friday 8 30am 5 00pm calls may be recorded First Class Finish Team 0370 847 0700 All other end of agreement enquiries Lines open Monday to Friday 8 00am 6 00pm Saturday 9 00am 5 00pm calls may be recorded smart Vehicle Enquiries 0808 000 8080 To request a brochure for a new smart or arrange a test drive Lines open 24hrs 7 days a week calls may be recorded gt gt Tick tock your agreement is about to end Useful information about what happens next We hope you ve enjoyed your smart experience Now as your agreement reaches its final stage we want to give you a little advice in terms of returning your smart to us if you choose to do so in the best possible condition or help you to purchase a brand new smart Should you
4. ass or plastic covers of lamp units are not acceptable Windscreen chip Windscreen chip Examples shown are of unacceptable damage Interior The interior of your smart must be in a good condition for the age and mileage of the vehicle J Acceptable gt Normal wear and tear to carpets trim upholstery etc gt Seat cover trim repairs to a high standard gt Texture repairs or colour matching plugs resulting from the removal of telephone accessory equipment X Not Acceptable Burns to trim seat covers headlining and floor coverings Vv requiring repair gt Stains or discolouration of a permanent nature gt Tears cuts rips and holes through seat covers headlining and floor covering gt Broken or damaged interior mouldings trim pads instrument panel sun visor or headlining etc gt Holes resulting from the removal of telephone accessory equipment Telephone fitting kits should be left in situ wherever possible gt Any extended warranty items Holes in floor covering Examples shown are of unacceptable damage Wheels and Tyres Your smart must conform to the original specification of the vehicle It must have matching tyres of a size and premium brand approved by the manufacturer on each axle for example Pirelli or Bridgestone J Acceptable Scuffed sidewalls which can be cleaned Minor scuffing or damage under 25mm to the vehicle alloy or steel rim edge or wheel face
5. cost of those repairs We will also take any relevant photographs of any damage and if you have any immediate concerns you will have the opportunity to discuss them with us at this stage If the weather conditions are poor and or your vehicle is not clean they may only be able to perform a partial inspection In this instance we would complete the inspection at a later date If we have highlighted any damage we believe is outside of our Vehicle Return Standards you will be supplied with an invoice for any applicable charges Collecting your smart A collection driver will come and collect your vehicle after the inspection The driver will then carry out a check before leaving to identify any major damage that may have occurred since your main inspection This will also help us identify any repairs you have had carried out Please ensure that the remaining part of the V5C is handed to the Collection Agent Notification of any final charges If we have highlighted any damage we believe is outside of our Vehicle Return Standards we will send you an invoice for any applicable charges It is important that you are present when your vehicle is inspected This will be your opportunity to view any damage on the vehicle they believe falls outside of our vehicle return standards Other charges that may also be applicable will be where the vehicle has i exceeded the mileage allowance stated in your agreement or ii not been serviced in acc
6. de Retailer if your agreement started after 6th October 2009 and out thoroughly before it is inspected Please ensure that your latest service print out is included in the pack before your car is returned If any stamps in the service history book or online are missing please refer back to your smart Retailer as they can provide proof of servicing If this is not provided we will view the vehicle as not having a full service history which you may be charged for All original equipment accessories and controls must be present and operate correctly including but not limited to spare keys transmitters and codes satellite navigation and in car entertainment system Secure Digital cards Bluetooth and other integrated systems alarm system locking wheel nuts parcel shelves handbook V5C and Service Manual If replacements have been necessary they must be of similar quality and specification Any missing keys will be deactivated and replaced for security reasons and further costs may apply Wherever we use the term smart Retailer in this booklet this means any workshop which provides servicing and repair services and holds an after sales smart franchise gt 7 gt 8 Step 8 Inspecting your smart Your vehicle will be inspected to our specified Vehicle Return Standards please see page 10 for further information In most cases we will be able to advise you there and then of any chargeable damage and if repairable the
7. e damage or service history related charges If you would like more information on the returns process please see the following pages gt 3 gt 4 gt gt Steps for returning your smart If you decide to return your vehicle We need you to let us know what you intend to do with your smart at the end of your agreement so that we can ensure you get the best service possible Please remember to inform us of your intentions in good time Your Retailer will be in touch towards the end of your agreement to guide you through this process To help you prepare for returning your smart please follow this simple guide It should help clarify what is required and when 12 weeks PERSONALISED STANDARD Step 1 Personalised number plates Agility and Operating Lease customers If you have a cherished number plate it s important to place it on retention with the DVLA at least 10 12 weeks before your vehicle s return call 0300 790 6802 When you have the new registration number please let Customer Services know so that they can update the vehicle s details Contract Hire customers Please inform Customer Services on 0370 847 0700 of your intention to assign retain or transfer your cherished plate at least 6 8 weeks before your vehicle s return and we will send you a form to complete and return to us to start the process y smart Retailer Step 2 We ll be in touch From seven weeks before
8. e vehicle is returned Arranging the return of your smart We will contact you to arrange for your vehicle to be inspected and returned and will remind you of what you will need to do in preparation for the return of your smart Prior to this you will also have the opportunity to have a pre maturity check two to four weeks prior to the maturity of your agreement to provide you with full transparency and the opportunity to carry out any necessary repairs If you do elect to carry out any repairs prior to returning your vehicle then we would highly recommend that you only use smart approved repairers otherwise you could still be charged for rectifying any repairs that have not been carried out to an acceptable standard by a non approved repairer If you don t wish to choose the option for a pre maturity check then we will arrange for the inspection to be performed on the same day as your return date We should advise that you will no longer have an opportunity to perform any repairs yourself Please note if you become unavailable on the day of collection you may be charged for aborting the collection Step 6 Make sure you have the keys and documentation ready Ensure that your smart is Please make sure you supply all keys along with the fully completed service record cleaned prior to inspection history which must be stamped by the servicing Retailer who should be a smart It is important that your vehicle is cleaned insi
9. ease note Anything mentioned in the Not Acceptable section of the following pages will be charged for The items below will need to be returned along with your smart please check the list to ensure you have all the items ready for return Items to be returned with your smart gt V5C log book minus section 9 which should be signed If you have a cherished number plate please ensure you put this and returned to the DVLA on retention at least 10 weeks before your vehicle is returned as gt Spare Keys you will be unable to retain the plate once the vehicle is returned gt Transmitter and codes gt Alarm system gt Locking wheel nuts gt Handbook gt Complete Service Manual gt MOT certificate if applicable gt Wheel Key gt 11 gt 12 gt gt Fair Wear amp Tear If you are returning your vehicle as part of your agreement please ensure that your vehicle meets the Vehicle Return Standards before having it collected by one of our representatives Bumpers and Body Mouldings J Acceptable gt Scuff marks up to 50mm 2 which do not adversely affect the overall appearance of your smart X Not Acceptable Discoloured loose cracked distorted gouged or split bumpers and mouldings that require replacement plastic welding or painting Vv gt Dented bumpers and or any dents penetrating through to the base material where painted gt Repairs not conforming to original finish and
10. have any questions contact your local Retailer who will be able to offer you expert advice and guidance Customers with an Operating Lease Contract Hire or lease amp care agreement gt Your Retailer will be in touch towards the end of your agreement to guide you through the end of agreement process You simply hand back your smart and battery for smart electric drive vehicles without making any further payments apart from any potential excess mileage damage or service history related charges gt You can then lease another smart or purchase one of your own Customers with an Agility agreement options are Please note your Direct Debit will be taken as normal until the end of your agreement gt Purchase your smart by paying the Optional Purchase Payment A Purchase Activation fee will be debited from your account the amount is detailed in your agreement under the other financial information section This will complete the purchase of your smart gt vV Purchase and part exchange your smart for a new model A Purchase Activation fee will be debited from your account the amount is detailed in your agreement under the other financial information section This will complete the purchase of your smart If you choose to part exchange your local Retailer can tell you how Hand back your smart at the end of your agreement without making any further payments apart from any potential excess mileag
11. iest opportunity gt Evidence of neglect or abuse If a seal becomes displaced it should be refitted immediately to avoid it becoming trapped Luggage Area ortor V Acceptable Charging Cables amp You are required to return with the vehicle all charging cables in full working order without alteration Paint scratched lu gt Light soiling from normal use X Not Acceptable gt Torn rubber aperture seals and paint scratched down to the bare metal Door Aperture Tread Area V acceptable gt Surface scoring and light blemishes that J Acceptable reflect normal use gt A minor amount of scuffing to the door and luggage area treads and sills x Not Acceptable gt Any modifications to the cable three pin X Not Acceptable plig or In Cable Control Unit gt Damaged paintwork down to bare metal and gt Evidence of neglect or abuse aperture seals that are torn Examples shown are of unacceptable damage gt gt How to make a complaint Your views are important to us If our service hasn t lived up to your expectations we want to know Stage 1 Contact us If you have reason to complain you can contact us by calling 0370 847 0700 emailing customerservices mbfs daimler com or writing to us at Mercedes Benz Financial Services UK Limited Tongwell Milton Keynes MK15 8BA We ll provide written acknowledgement of your complaint within five working days Stage 2 Our response Four week
12. on of any kind which cannot be polished out Dents on swage lines or folder edges Dents on high profile panels i e bonnets wheel arches etc Industrial chemical fall out or other forms of contamination Body panel misalignment not consistent with manufacturer s finish Previous body repairs and paint rectification if there is evidence of poor colour match ripples preparation marks visible overspray masking lines or excess dirt in paint Excess paint chips which detract from the overall appearance of the smart or panel Under body damage affecting the structural integrity of your smart or warranty Damaged aerials Drilled holes for telephone aerial fittings where the aerial has been removed Any missing caps or covers on the bodywork gt 13 gt 14 Glass WA Acceptable Vv Chips on windscreen which are less than 5mm providing they do not obscure the driver s line of vision to a maximum of two per windscreen MOT Standards Headlamp lenses with minor chips which do not detract from the overall appearance of your smart or affect the efficiency of the lamp Light scratches around periphery of the windscreen Not Acceptable Scratches and cracks in glass or stone chips with signs of cracking will need to be repaired Cracks or damage to the windscreen within the driver s line of sight Chips greater than 5mm Incompatible window etchings All lamps must be operational holes or cracks in the gl
13. ordance with the agreement or iii been retained by you for longer than the agreed term We will provide you with contact details with any invoice raised in the event that you wish to further discuss any charges that have been applied Where you had elected to have a pre maturity inspection we will undertake a basic vehicle check to record any obvious damage We will then review both this vehicle check and the original pre maturity vehicle inspection and will add any obvious damage that was not evident when the vehicle had its pre maturity inspection If you have had any repairs carried out between the pre maturity inspection and the day of collection we would recommend that you keep a copy of the relevant invoices for future reference gt 9 gt gt Vehicle Return Standards When it s time to return your smart We certainly don t want you to be caught unaware when you return your smart so please read the following pages which outline our Vehicle Return Standards and what we consider acceptable and unacceptable damage These standards can help you avoid any additional charges For visual examples of acceptable and unacceptable wear and tear The following symbols are shown throughout the brochure when the please see the hints and tips enclosed or visit the agreement end section is relevant to that vehicle type only section at uk smart com existing Electric drive vehicles only Petrol or diesel vehicles only Pl
14. s after receiving your complaint we ll write to you with the outcome of our investigation If we need to carry out further investigations we ll inform you of any delay with an estimated completion date Stage 3 What to do if you re not satisfied f the matter is not resolved to your satisfaction you may refer your complaint to the Finance and Leasing Association Complaints Handling Team They will independently explore the situation in line with their Code of Practice You can contact them at Finance and Leasing Association Imperial House 15 19 Kingsway London WC2B 6UN f your complaint is regarding Vehicle Return Standards you should instead contact the BVRLA British Vehicle Rental and Leasing Association at British Vehicle Rental and Leasing Association River Lodge Badminton Court Amersham HP7 ODD Stage 4 Independent review If we have not provided you with our final response within eight weeks of the date you first complained or if you are not satisfied with the outcome you can refer your complaint to the Financial Ombudsman Scheme for an independent review at Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR Please use the enclosed checklist prior to returning your smart to make sure you tick off all the necessary steps before arranging the return of your smart Vehicle Returns Team 0370 847 0700 To arrange collection of your vehicle discuss any queries regarding
15. specification Body scratch i Eo i Poor repairs to rust Missing body moulding Examples shown are of unacceptable damage Body and Paint There will be no charge for light damage The most severe dents will be repaired as cost effectively as possible but damage that has penetrated the base coat will be charged Any vehicle wraps or livery will need to be removed and the vehicle returned to its original factory colour J Acceptable gt Minor body dents typically those caused by door to door contact provided that gt a they are less than 13mm 4 in diameter maximum one dent per panel to maximum of two dents per vehicle for vehicles up to two years old and four dents for vehicles over two years gt b if more than two or four dents exist the most severe should be repaired gt Light surface scratches not through the top coat which can be removed by polishing touch up gt Any chipping of paintwork that can be attributed to normal usage e g chips caused by stones flying off public road surfaces provided that they do not penetrate the vehicle base coat nor show signs of corrosion gt Previous repair up to an acceptable standard X Not Acceptable gt Any excessive chipping of paintwork arising from non public road use e g gravel drives industrial sites or private roads Any chipping and scratching of paintwork that has penetrated the base coat and or has caused corrosi
16. the vehicle return standards or vehicle documents enquiries Lines open Monday to Friday 8 30am 5 00pm calls may be recorded First Class Finish Team 0370 847 0700 All other end of agreement enquiries email firstclassfinish daimler com Lines open Monday to Friday 8 00am 6 00pm Saturday 9 00am 5 00pm calls may be recorded
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