Mercedes-Benz Truck & Van NI Tel: 0845 127 9331

Zero Tolerance on Downtime




 

Zero Tolerance on Downtime

We stop at nothing to keep you moving.

If a truck is off the road, it affects more than just the vehicle. Drivers, jobs, businesses, they can all come to a halt. So we make sure it doesn’t happen – keeping you on the road and moving 24/7.

55 minute average attendance time.

We’ll reach you inside 55 minutes on average in the event of a breakdown. Wherever you are in the UK. That’s an industry benchmark.

90% roadside repair rate.

Our skilled and dedicated technicians get you straight on the road and back to what you do best.

Free replacement vehicle.

Following a call to Service24h, if you have a Euro VI Truck with a complete service contract, in the unlikely event that your vehicle is not repaired within 24 hours and you require a replacement vehicle; we’ll replace it like-for-like or provide financial rental equivalent. We stop at nothing to keep you moving.


Our Roadside assistance – Service24h

What we do

On receiving a call for roadside assistance, our Customer Assistance Centre (CAC) record all of the details on their breakdown management system and search for the most appropriate S24h Technician to attend. This is a straight forward process as all of our S24h support vehicles are fitted with GPS trackers which allows the location of each vehicle to be displayed on the CAC's mapping system.

Once the appropriate Technician has been identified, the CAC notify them that there is a breakdown for them to attend. The Technician can access all of the breakdown details via their smartphone, standard issue for our S24h Technicians, which they then use to accept the case and provide an estimated time of arrival (ETA).

The CAC receive the ETA as a real-time update on their breakdown management system and relay this to the customer. The Technician continues to provide real-time updates (arrival at scene, diagnosis and repair details) to the CAC via their smartphone until the vehicle is back on the road. If the breakdown has been reported by an advisor rather than the driver, the CAC will use these updates to keep the advisor fully briefed every step of the way.

All new Mercedes-Benz Trucks receive cover for roadside assistance and/or recovery for the first year should the vehicle be stranded roadside and/or cannot be started and this has been caused by a technical defect that is covered under warranty. Beyond the first year, we will continue to support Truck customers who require roadside assistance, however, this will be on a pay-on-use basis.

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