Mercedes-Benz Concierge Service

Transcription

1 Mercedes-Benz CONNECT :: Convenience Service Mercedes-Benz Concierge Service High-quality personal assistance at the touch of a button. Access to high-quality, personal VIP service at any time of the day and night. Ability to launch the service both through in-vehicle button and Response Center. CONNECT. Active subscriber agreement. Vehicle GPS satellite signal required to identify location. Mercedes-Benz Concierge Service helps customers make restaurant reservations, travel related accommodations and much more. The concierge can provide a broad range of services including but not limited to airline ticket booking and purchase, hotel recommendation, booking and directions. The service provides an extra measure of luxury and convenience, with personal assistance available at the touch of a button 4 hours a day, seven days a week. By pressing the i-button, the customer connects to a Mercedes-Benz CONNECT Customer Specialist. Requested services are fulfilled by the Mercedes-Benz CONNECT Customer Specialist. In cases where immediate payment is requested, the customer may have to provide payment related information like but not limited to credit or debit card number. To avoid any fraud or abuse, each time a customer intends to book or pay for a service via the concierge, his Personal Identification Number (PIN) is required The customer either presses the i-button in the vehicle or dial the phone number of response center. Customer will be connected to the Mercedes-Benz Response Center. The Mercedes-Benz CONNECT Customer Specialist communicates with the customer regarding service needs, account information etc. The customer offer the payment related information, if it is required while booking hotels and air tickets. For cases which cannot fulfill the request instantly, the agent will in contact with the customer.

2 Mercedes-Benz CONNECT :: Convenience Service SendCar Send destinations remotely to the vehicle navigation system. Remote access from the web or smartphone. Up-to-date Point-of-Interest (POI) available. SendCar allows customers to send destinations remotely to their Mercedes-Benz in-vehicle navigation system. The customer can also send a Point-of-Interest (POI), current location, or address book information which can be loaded into the navigation system. Destination of SendCar is available under Destination Download of Mercedes-Benz Apps. CONNECT. Active subscriber agreement. Vehicle GPS satellite signal required to identify location. The mobile app is compatible with iphone 4, 4S, 5 and greater, ios 4.3 or greater ios versions, and Android.1 and greater. Internet Explorer 8 and above, Firefox 16 and above, Chrome 3 and above, Safari 5 (if using Mac OS 10.5) and 6 (if using Mac OS 10.6 and above) Using the Mobile Phone Application a The customer launches the Mobile Phone Application. b The customer clicks on the SendCar icon. c Search a Point-of-Interest (POI). d Send the Point-of-Interest (POI) to the vehicle navigation system. e As soon as the vehicle is started, the navigation system receives the list of sent addresses and proposes to the customer to download it as POI (POI). Once downloaded, each POI can be saved to the vehicle navigation system, or immediately navigated to. Using Baidu Connect to and follow instructions. This service is not available in English. Using AutoNavi Connect to and follow instructions. This service is not available in English. Dial the Mercedes-Benz CONNECT Response Center phone number a The customer dial , connecting to the agent and request a point of interest. b The agent sends the POI to the vehicle navigation system upon customer needs.

3 Mercedes-Benz CONNECT :: Convenience Service POI Search and Recommendation On-the-go route planning with personalized assistance from within the vehicle. Convenient. Quick access to Mercedes-Benz CONNECT s database of millions of Points-of-Interest (POI) including but not limited to restaurants, gas stations, shopping centers, hotels. Point-of-Interest (POI) Search and Recommendation allows the customer to plan routes on the go, transmitting accurate directions to more than 10 million POI in the Mercedes-Benz CONNECT database. By pressing the dedicated i-button, the customer is connected to a Mercedes-Benz CONNECT Customer Specialist. The Mercedes-Benz CONNECT Customer Specialist sends the POI upon customer needs to the vehicle s navigation system. The customer can then choose to immediately navigate toward one of the POI or to store it for later use. CONNECT. Active subscriber agreement. Vehicle GPS satellite signal required to identify location. 1 The customer presses the i-button in the vehicle. Relevant information is transmitted to Mercedes-Benz CONNECT Response Center including the customer s location The customer requests a specific Point-of-Interest (POI) from the Mercedes-Benz CONNECT Customer Specialist. The Specialist searches the Point of Interest (POI) for the customer. The POI is sent to the customer s in-vehicle navigation system. Once downloaded, each Point of Interest (POI) can be saved in the vehicle navigation system, or immediately navigated to.

4 Mercedes-Benz CONNECT :: Convenience Service Dealer Connect A convenient way to contact a Mercedes-Benz Dealer by pressing one button. Easy connection to the appointed dealer. Launch the service through the in-vehicle button, Mobile App, or web portal. Connect the appointed dealer through in-vehicle button, Mobile App, or web portal during the operation hours. Dealer Connect enables the customer to contact the dealer of his choice, selling dealer or closest dealer. The service can be used by pressing the dedicated i-button located in the vehicle, launching the Mercedes-Benz CONNECT mobile app, or going to the web portal. To protect the customer conversation privacy, Customer Specialist hangs up the phone while the call has been connected. This service is available according to dealership s hours of operation. CONNECT. Active subscriber agreement. The mobile app is compatible with iphone 4, 4S, 5 and greater, ios 4.3 or greater ios versions, and Android.1 and greater. Internet Explorer 8 and above, Firefox 16 and above, Chrome 3 and above, Safari 5 (if using Mac OS 10.5) and 6 (if using Mac OS 10.6 and above). 1 3 Using the i-button a The customer presses the i-button in the vehicle. b The Mercedes-Benz CONNECT Customer Specialist search dealer information upon the customer request. c Customer Specialist connects the customer to the appointed dealer, during the dealer's operation hours. d Customer Specialist hangs up and lets the customer and dealer representative enjoy a private conversation. Using the Mobile Phone Application a The customer launches the Mobile Phone Application. b The customer clicks on the Dealer Connect icon on the key fob image to initiate the service. c The customer presses call icon to connect to the dealer during the dealer hours of operation. Using Web Portal a The customer logs into the web portal and selects Online Tools. b The customer clicks on Dealer Connect button to initiate the service.

5 Mercedes-Benz CONNECT :: Convenience Service Vehicle Finder View the vehicle s current location by using the Mobile Phone Application. Easy to find where the vehicle parked. Vehicle Finder allows a Mobile Phone Application user to view the location of his vehicle assuming he grants the application permission to access the mobile device s GPS location and his vehicle is located about two kilometers from his mobile phone, otherwise it displays a message indicating the vehicle could not be located. The service is available on Mercedes-Benz CONNECT Mobile App. CONNECT. Active subscriber agreement. Vehicle GPS satellite signal required to identify location. The mobile app is compatible with iphone 4, 4S, 5 and greater, ios 4.3 or greater ios versions, and Android.1 and greater. The engine has been turned on within the last four days. 1 The customer launches the Mobile Phone Application. The customer clicks on the Locate icon on the key fob image. 3 If the vehicle is located about two kilometers the vehicle s location is displayed on a map.

6 Mercedes-Benz CONNECT :: Convenience Service Remote Horn and Lights The customer can find his vehicle by sounding the horn and flashing the lights. Easy way to locate a vehicle in a crowded parking lot. Secured remote access from Mercedes-Benz CONNECT Response Center, a smartphone or the web. The Remote Horn and Lights service assists the customer in finding his vehicle by sounding the horn and flashing the lights for five seconds. The customer has the option of using this feature either by dialing , logging into his online account on web portal or using the Mobile Phone Application on his smartphone. Each time a customer intends to use Remote Horn and Lights, his Personal Identification Number (PIN) is required. Kindly reminder: Please do not use this service in the middle of the night in residential neighborhoods as it may disturb others. CONNECT. Active subscriber agreement. Vehicle GPS satellite signal required to identify location. Normal and large devices with Android.1 or above. iphone 4, 4S and 5 with ios 4 or above. Internet Explorer 8 and above, Firefox 16 and above, Chrome 3 and above, Safari 5 (if using Mac OS 10.5) and 6 (if using Mac OS 10.6 and above). The engine has been turned on within the last four days. 1 3 Using the Mobile Phone Application a The customer launches the Mobile Phone Application. b The customer selects the Remote Horn & Lights icon on the key fob image. c The vehicle should, within a few seconds, honk the horn and flash the lights for five seconds. Dial the Mercedes-Benz CONNECT Response Center phone number a The customer calls and request the Remote Horn & Lights service. b The customer authenticates himself with Mercedes-Benz CONNECT account number, PIN, and other information as required. c The vehicle should, within a few seconds, honk the horn and flash the lights for five seconds. Using Web Portal a The customer logs into the web portal and selects Online Tools. b The customer clicks on the Honk/Flash button to initiate the service. c The vehicle should, within a few seconds, honk the horn and flash its lights for five seconds.

7 Mercedes-Benz CONNECT :: Convenience Service Mobile Phone Application Conveniently access selected services from a smartphone Convenient access around-the-clock to the services. Easy to download and use with intuitive user interfaces. CONNECT. Active subscriber agreement. The mobile app is compatible with iphone 4, 4S, 5 and greater, ios 4.3 or greater ios versions, and Android.1 and greater. The Mobile App has been installed on the smartphone. The Mobile Application login process verifies the user is an active subscriber the customer s vehicle. If the customer own more than one vehicle equipped with services, he can save multiple account numbers on the log in screen and assign nicknames to them. The Mobile Phone App supports the following functions. 1 Remote Horn and Lights: The Remote Horn and Lights service allows customers to find their vehicles by sounding the horn and flashing the lights. This is especially useful in a crowded parking lot. To use, the customer launches the Mobile App and enters his account number and PIN, and presses the Horn & Lights icon on the key fob Remote Door Unlock/Remote Door Lock: The Remote Door Unlock/Remote Door Lock service allows the customer to lock or unlock his car's doors remotely and get notified by or SMS that the requested action has been successfully performed. To use, the customer launches the Mobile App and enters his account number and PIN, and presses the lock or unlock icon on the key fob. Vehicle Finder: The Vehicle Finder Service allows the customer to view his vehicle s current location on a map as long as the vehicle is within a two kilometers range. To use, the customer launches the Mobile App and enters his account number and PIN, and presses the locate icon on the key fob. SendCar: The SendCar service allows the customer sends a destination, contact s address, or POI to his in-vehicle navigation system. View Dealer Information: The View Dealer Information service allows the customer to view information about his selling dealer (such as street address, phone number), to contact a dealer by pressing the Call button, to view a dealer s location on a map by pressing the Map button, or to send the dealer s address to his vehicle navigation system by pressing the SendCar button. Available under the Dealer tab. Find Local Dealerships: The Find Local Dealership service provides the customer the ability to locate dealerships in his current vicinity. Available under the Dealer tab by pressing the Search for Local Dealers icon. The list of up to five of the closest dealerships is displayed on the screen. The customer can select one of the dealerships to view more information, select the Map button to view the dealership s location or send the dealership s address to his vehicle navigation system.

8 Mercedes-Benz CONNECT :: Convenience Service Mobile Phone Application Conveniently access selected services from a smartphone Charging status, battery status can be retrieved remotely. For Mercedes-Benz PHEV vehicles. Please refer to PHEV section for detailed information. View Account Information: The View Account Information function allows the customer to have a look at his account information (such as account number, alarm notification method, emergency contact information and vehicle information). Available by pressing the Account icon. Roadside Assistance: Roadside Assistance is a simple way to reach Mercedes-Benz Roadside Assistance. Available under the More tab by pressing the Assistance icon and then the call button for Roadside Assistance. Mercedes-Benz CONNECT Response Center: A simple way to reach Mercedes-Benz. Available under the More tab by pressing the Assistance icon and then the call button for Mercedes-Benz CONNECT Response Center. Some services require the customer to grant Mercedes-Benz CONNECT the permission to access the smartphone s GPS location. 1 The customer starts the Mobile Phone Application on his smartphone, which can be downloaded from App Store, Android Market and other App download markets. The customer can access any function by selecting the desired tab or icon.

9 Mercedes-Benz CONNECT :: Convenience Service PHEV The plug-in hybrid electric vehicle (PHEV) mobile app allows customers to view the status of their vehicle and to remotely preset the vehicle s climate control. Conveniently access battery status and range information. Control the vehicle s air conditioner remotely from mobile app. CONNECT. Active subscriber agreement. A fully functioning power supply within the PHEV from the vehicle battery. The following services are available to customers with PHEV vehicles: 1 State of Charge This service allows customers to view the vehicle status remotely via the mobile app. Vehicle information includes charge level and status of the battery and estimated time to full charge. 3 Range This service allows customers to view the estimated vehicle range with its current charge and fuel level. The actual driving range depends on driving style, the exterior temperature, and usage of devices that consume energy. Climate Control This service allows customers to operate their vehicle's advance climate control remotely via the mobile app. Customers can choose to initiate climate control immediately or at a predetermined time. The temperature setting for the air conditioner will default to what was last set in the vehicle. Climate control is only activated when state of charge is above the factory set threshold. 1 The customer starts the Mobile Phone Application on their smartphone, which can be downloaded from the apple store and any Android app store. The customer can access PHEV functions by selecting the PHEV tab. Subject to the terms and conditions of the subscriber agreement and the disclaimer for Mercedes-Benz Connect Services. Certain features are model dependent.

10 Mercedes-Benz CONNECT :: Infotainment Service Mercedes-Benz Apps In-vehicle apps offer up-to-date information and connectivity on the go. Support to avoid traffic jam with the real-time traffic information, searching for gas stations and parking lot information. Provide the latest infotainment updates. CONNECT. Active subscriber agreement. Vehicle GPS satellite signal required to identify location. With the internet based Mercedes-Benz Apps, customers can get connected with up-to-date information all the time. Mercedes-Benz Apps include the following: 1 3 Weather information Weather services provide a quick overview of the weather forecast at the current location, predefined locations, and navigation destination. News This feature enables the customer to access a quick overview of different news categories such as top news, domestic, world, business, politics, technology, entertainment, sports, science and health. Local search Local search allows customers to search for Point-of-Interest (POI) at their current location, navigation destination, along the route or other required locations by entering street address, city, zip code or airport name information. Customers can search POI by entering a name in free text, or selecting from the category list. The result of the search includes POI information e.g.: street address and phone number. Hereafter customer is able to dial the phone number of a POI, start to navigate to a POI save the POI as personal POI or import it into Address Book. Customer can also choose Baidu Street View to get the panorama view of the POI.

11 Mercedes-Benz CONNECT :: Infotainment Service Mercedes-Benz Apps In-vehicle apps offer up-to-date information and connectivity on the go Destination download Remote downloaded POI can be found under Destination download category, and the POI can be saved as navigation destination. And the customer can call the POI for more information.customer can also choose Baidu Street View to get the panorama view of the POI. Restaurant recommendation This feature enables customers to find restaurants through the up-to-date database in China including rating information. Customers can define the search position together with the search radius for restaurant search. Restaurants can be searched by categories, name in free text or with both options. The overview of the search result can be listed according to the options of content provider s recommendation, distance to search position or average user ratings. Restaurant details include information such as restaurant name, category, address, phone number, average user ratings and photos. Customers can then call the restaurant, navigate to the restaurant or save the restaurant into the Address Book. Customer can also choose Baidu Street View to get the panorama view of the POI. WeChat-Mycar This service allows an interaction between WeChat and the head unit. After pairing the customer s mobile devices to the vehicle head unit, the customer can use WeChat to send destinations remotely from mobile devices to the vehicle head unit for navigation. Traffic summary map Customers can set desired location and graphic type for the traffic summary map. The traffic summary map alternatively presents the real-time traffic information for highway around the city, inner city expressway, major congested road in the city or large business or living area according to customer s configuration.

12 Mercedes-Benz CONNECT :: Infotainment Service Mercedes-Benz Apps In-vehicle apps offer up-to-date information and connectivity on the go. 8 9 Parking Information This feature assists customer in finding parking spots around their current location, destination and any POI, and provides the following information: address, business hour, status, rates, etc. Customers can navigate to the parking lot or save it into the Address Book. Customers can also choose Baidu Street View to retrieve the panoramic view of the parking location. Gas Stations This feature provides customers gas station information around their current location or destination, and provides the following information: brand, address, gas type, rates & payment method,etc. Customers can navigate to the gas station or save it into the Address Book. Customers can also choose Baidu Street View to retrieve a panoramic view of the gas station. 1 Access Mercedes-Benz Apps by selecting the globe icon (or the Mercedes-Benz Apps icon) on the in-dash screen. Select the desired Apps icon from the main screen.

13 Mercedes-Benz CONNECT :: Infotainment Service Live Traffic Real time traffic information for planning ahead. Covers most China large and medium-sized cities. Extensive traffic information with frequently updates. Live Traffic provides customers with real time traffic flow and incident information. Traffic flow is shown in varying colors depending on the severities of traffic congestion. Different types of incidents are represented by symbols. The service is only applicable to some models. CONNECT. Active subscriber agreement. a b Access Mercedes-Benz in-vehicle navigation by selecting the Navi function on the in-dash screen. Traffic data will be transferred to the vehicle navigation system via a communication module using a mobile internet connection; and users can check the traffic information on the map.

14 Mercedes-Benz CONNECT :: Safety and Security Service Automatic Collision Notification Mercedes-Benz Emergency Assistance Specialist receives actionable alerts in the event of an accident and provides emergency support while dispatching assistance. The car automatically connects to Mercedes-Benz Emergency Response Center when a severe accident triggers the crash sensors. A Mercedes-Benz Emergency Assistance Specialist can take action even if vehicle occupants cannot summon help by themselves. The service is available 4 hours a day, and 7 days a week. The ability to quickly locate and identify both the vehicle and the customer. Every Mercedes-Benz Emergency Assistance Specialist has rich experience on handling the emergency dispatcher and first responder. Vehicle is equipped with Mercedes-Benz CONNECT. Vehicle is ignition on. Vehicle Cellular Service. Vehicle GPS satellite signal required to identify location. Automatic Collision Notification automatically summons a Mercedes-Benz Emergency Assistance Specialist in the event of an accident, giving the customer the peace of mind that emergency assistance will be dispatched quickly to his exact location. As soon as crash sensors are triggered (1), the vehicle immediately relays the information to the Mercedes-Benz Emergency Response Center which initiates the appropriate response to the incident. A tone is sounded in the vehicle to notify the occupants that a collision notification call is being placed. As critical data is transmitted, a Mercedes-Benz Emergency Assistance Specialist speaks with the customer to assure him that help is available. These highly trained personnel link the customer to the appropriate Public Safety Answering Point (110, 119, 10) and remain on the line with the customer until emergency responders reach the vehicle. (1) Not all accidents are severe enough to automatically trigger a collision notification call. In these cases, the customer should press the SOS Button. a b c d e Once the crash sensors are triggered, the vehicle is connected to the Mercedes-Benz Emergency Response Center. Relevant information regarding the crash is transmitted to Mercedes-Benz Emergency Response Center once the Mercedes-Benz Emergency Assistance Specialist establishes voice communication with the customer. The Mercedes-Benz Emergency Assistance Specialist assure the customer that help is available and to assess the vehicle situation. The Mercedes-Benz Emergency Assistance Specialist contacts the appropriate emergency service responder and provides the vehicle s information, location, status of occupant(s) and other relevant accident related details. The emergency service responder then dispatches appropriate public safety personnel to the exact location of the customer. Subject to terms and conditions of the subscriber agreement, Disclaimer for Automatic Collision Notification Service and Disclaimer for Mercedes-Benz Connect Services. Certain features are model dependent.

15 Mercedes-Benz CONNECT :: Safety and Security Service SOS /Emergency Call One-button emergency assistance. One button connects to Mercedes-Benz Emergency Response Center. Service is available 4 hours a day, and 7 days a week. Ability to identify and locate both the vehicle and the customer. Every Mercedes-Benz Emergency Assistance Specialist has rich experience on handling the emergency dispatcher and first responder. CONNECT. Active subscriber agreement. SOS/Emergency Call lets the customer connect to a Mercedes-Benz Emergency Assistance Specialist in the event of an emergency. By pressing the dedicated SOS Button located in the vehicle above the windshield next to the roof controls, the customer is connected to a Mercedes-Benz Emergency Assistance Specialist. The vehicle immediately relays relevant information such as vehicle s location etc. to Mercedes-Benz Emergency Response Center. As critical data is being transmitted, a Mercedes-Benz Emergency Assistance Specialist speaks with the customer to assure him that help is available and assess the customer s emergency need. Once the need is established, the Mercedes-Benz Emergency Assistance Specialist contacts the appropriate emergency service provider. Not every situation requires a response from public safety officials. For example, a customer might panic when he discovers a flat tire and press the SOS Button. In the event of a non-life-threatening situation, the Mercedes-Benz Emergency Assistance Specialist will ask the customer to end the call and, according to the situation, press either the Wrench Button or the i-button The customer presses SOS Button. Relevant information is transmitted to Mercedes-Benz Emergency Response Center including the vehicle s location etc., while the Mercedes-Benz Emergency Assistance Specialist establishes voice communication with the customer. The Mercedes-Benz Emergency Assistance Specialist assure the customer that help is available and to assess the vehicle situation. If required, the Mercedes-Benz Emergency Assistance Specialist contacts the appropriate emergency service responder and provides the vehicle s information, location, status of occupant(s) and other relevant details. The emergency service responder then dispatches appropriate public safety personnel to the exact location of the customer.

16 Mercedes-Benz CONNECT :: Safety and Security Service Roadside Assistance A simple way to call for Mercedes-Benz Roadside Assistance. One button connects to Mercedes-Benz Roadside Assistance Center. Roadside Assistance available via Mobile Phone Application. Information transmitted promptly, and accelerate the roadside assistance. The service is available 4 hours a day, and 7 days a week. Ability to identify and locate both the vehicle and the customer. Every Mercedes-Benz Emergency Assistance Specialist has rich experience on handling the emergency dispatcher and first responder. CONNECT.Active subscriber agreement. Vehicle GPS satellite signal required to identify location. The mobile app is compatible with iphone 4, 4S, 5 and greater, ios 4.3 or greater ios versions, and Android.1 and greater. Roadside Assistance provides the customer with a convenient way to ask for assistance for any vehicle-related problem such as breakdown or flat tire. Roadside Assistance can be accessed either through Mobile Phone Application or by pressing the dedicated Wrench Button located in the vehicle. The Mercedes-Benz Roadside Assistance Coordinator speaks with the customer to assess the situation and to dispatch appropriate assistance to the customer s location. 1 The customer presses either the Wrench Button in the vehicle, or logs into the Mobile Phone Application on his smartphone then selects the Assistance screen and initiates a call to Mercedes-Benz Roadside Assistance Center. 3 Mercedes-Benz Roadside Assistance Coordinator works with the customer to determine what assistance is needed. Mercedes-Benz Roadside Assistance Coordinator dispatches the appropriate roadside assistance.

17 Mercedes-Benz CONNECT :: Safety and Security Service Stolen Vehicle Location Assistance Collaboration with authorities to streamline vehicle location and tracking. Stolen Vehicle Assistance helps authorities locate stolen vehicles more quickly, which increases the chance of a successful recovery. Careful handling processing, protect customer privacy. Stolen Vehicle Location Assistance gives the customer a safe and streamlined way to assist local law enforcement officials in locating and potentially recovering stolen vehicles. CONNECT. Active subscriber agreement. Vehicle GPS satellite signal required to identify location. The engine has been turned on within the last four days The customer files a report with the police on his stolen vehicle. The customer contacts the Mercedes-Benz Emergency Assistance Center at The customer provides his VIN, ID number, PIN, the case report reference number, the officer s name and badge number who filed the case, and the address of the police station where the case was filed. The Mercedes-Benz Emergency Assistance Specialist verifies the customer s credentials and stolen vehicle case information. As soon as Mercedes-Benz Emergency Assistance Specialist verifies the information, specialist will assist the local law enforcement officials to access the vehicle location. Local authorities may contact the customer regarding the status of the tracking effort according to their own procedures.

18 Mercedes-Benz CONNECT :: Safety and Security Service Automatic Alarm Notification Notifies the customer as soon as the vehicle s anti-theft alarm is triggered. Real time alarm notification and enhanced safety. The customer can specify how he would like to be notified: or SMS. Automatic Alarm Notification provides the customer with real-time alerts when the anti-theft alarm in his parked vehicle is triggered. This gives the customer additional peace of mind. If the alarm triggers, the customer is notified through an or SMS (based on the method the customer selected when activating the service). CONNECT. Active subscriber agreement. Vehicle GPS satellite signal required to identify location. The customer s contact information must be up-to-date for or SMS notifications. 1 3 The alarm system senses that someone is tampering with the parked vehicle the anti-theft alarm has been triggered. The signal is sent to Mercedes-Benz CONNECT Response Center. Mercedes-Benz CONNECT Response Center notifies the customer via his preferred communication means.

19 Mercedes-Benz CONNECT :: Safety and Security Service Remote Door Unlock / Remote Door Lock Customers can lock/unlock car doors remotely. Service is available 4 hours a day, and 7 days a week. Simple and secure process protects both the customer and his vehicle. Self-service through Mercedes-Benz CONNECT online account and Mobile Phone Application, or Mercedes-Benz CONNECT Customer Specialist assisted help. Customer can specify how he would like to be notified: or text message. CONNECT. Active subscriber agreement. Vehicle GPS satellite signal required to identify location. The mobile app is compatible with iphone 4, 4S, 5 and greater, ios 4.3 or greater ios versions, and Android.1 and greater. Internet Explorer 8 and above, Firefox 16 and above, Chrome 3 and above, Safari 5 (if using Mac OS 10.5) and 6 (if using Mac OS 10.6 and above). The engine has been turned on within the last four days. Remote Door Lock/Remote Door Unlock provides the customer with a convenient and reliable method to lock or unlock his vehicle from any location without using keys. The customer can initiate a lock or unlock either by dialing , logging into his online account on the web portal or using the Mobile Phone Application on his smartphone. To further protect the customer and his vehicle, each time the customer dials , the Mercedes-Benz CONNECT Customer Specialist performs an authentication check to authenticate the service request and, if necessary, block the service from further requests. For example, if the Mercedes-Benz CONNECT Customer Specialist receives ten requests to lock the car from the same customer within one hour, the service is blocked from further requests within that hour. Each time a customer intends to lock or unlock his vehicle, his Personal Identification Number (PIN) is required. Each time a customer's vehicle is successfully locked or unlocked remotely, the customer is notified through an or an SMS (based on the method the customer selected when activating the service).

20 Mercedes-Benz CONNECT :: Safety and Security Service Remote Door Unlock / Remote Door Lock Customers can lock/unlock car doors remotely. 1 3 Using the Mobile Phone Application a The customer launches the Mobile Phone Application. b The customer clicks on the Door Lock or Unlock icons on the key fob image. Service request has been sent out. c The customer receives a confirmation message as soon as the vehicle response successfully. Dial the Mercedes-Benz CONNECT Response Center phone number a The customer calls and request the Remote Door Lock & Unlock service. b The customer authenticates himself with Mercedes-Benz CONNECT account number, PIN, and other information as required. c The customer receives a confirmation message as soon as the vehicle response successfully. Using Web Portal a The customer logs into the web portal and selects Online Tools. b The customer clicks on the Door Lock or Unlock button to initiate the service. c The customer receives a confirmation message as soon as the vehicle response successfully.

21 Mercedes-Benz CONNECT :: Infotainment Service WiFi & Multi-Media Information Service WiFi & Multi-Media Information Service is a part of the Mercedes-Benz CONNECT services, with its official launch date subjects to Mercedes-Benz s official notice. The service can be used after you purchasing the service package. Free trial package with limited data volume may be provided to certain vehicles during a certain period, which subjects to Mercedes-Benz s official notice; and Mercedes-Benz reserves the right to cancel the complimentary data package at any time. Provide more in-vehicle internet experiences. WiFi & Multi-Media Information Service includes WiFi, and Free Browsing. This WiFi & Multi-Media Information Service Plan may be modified from time to time in the event that there are any changes to the content of WiFi & Multi-Media Information Services. After the service is officially launched, customers can press the i-button in the vehicle, or call Mercedes-Benz CONNECT Response Center at to order the package. Vehicle is equipped with Mercedes-Benz CONNECT and Mercedes-Benz CONNECT Services are activated and effectively available. Purchase the Service Package, and activate the WiFi & Multi-Media Information Service. Service Package Multi-media Service Package Connect Package Advanced Package Premier Package Data Volume Duration Price 6 GB 1 GB 4 GB 1 month 1 month 1 month Unless otherwise provided hereunder, WiFi & Multi-Media Information Service is subject to the Terms and Conditions of Services and Disclaimer for Mercedes-Benz Connect Services. Certain features are model dependent, including but not limited to WiFi & Multi-Media Information Service.

22 Mercedes-Benz CONNECT :: Infotainment Service WiFi & Multi-Media Information Service WiFi & Multi-Media Information Service is a part of the Mercedes-Benz CONNECT services, with its official launch date subjects to Mercedes-Benz s official notice. The service can be used after you purchasing the service package. Free trial package with limited data volume may be provided to certain vehicles during a certain period, which subjects to Mercedes-Benz s official notice; and Mercedes-Benz reserves the right to cancel the complimentary data package at any time. Payment Process 1 Dial the number of Mercedes-Benz CONNECT Response Center a Dial the number of Mercedes-Benz CONNECT Response Center ( ), and the customer will be connected to the customer specialist. b Verify the customer identification with vehicle VIN. c The customer offers the payment related information, as bank account number, bank reserved contact number, then confirm the Service Package required. d The call will be transferred to the vocal banking system, customer follow the IVR to complete the payment. Press the i-button in the vehicle to be connected to the Mercedes-Benz CONNECT Response Center a Press the i-button in the vehicle be connected to the customer specialist. b Verify the customer identification with vehicle VIN. c The customer offers the payment related information, as bank account number, bank reserved contact number, then confirm the Service Package required. d The call will be transferred to the vocal banking system, customer follow the IVR to complete the payment. Unless otherwise provided hereunder, WiFi & Multi-Media Information Service is subject to the Terms and Conditions of Services and Disclaimer for Mercedes-Benz Connect Services. Certain features are model dependent, including but not limited to WiFi & Multi-Media Information Service.

23 Mercedes-Benz CONNECT :: Infotainment Service WiFi & Multi-Media Information Service WiFi & Multi-Media Information Service is a part of the Mercedes-Benz CONNECT services, with its official launch date subjects to Mercedes-Benz s official notice. The service can be used after you purchasing the service package. Free trial package with limited data volume may be provided to certain vehicles during a certain period, which subjects to Mercedes-Benz s official notice; and Mercedes-Benz reserves the right to cancel the complimentary data package at any time. Payment & Refund Policy The abovementioned Multi-media service package (the Service Package ) contains prepaid services, and the WiFi & Multi-Media Information Service will be available to customers upon payment is successfully made by customers in accordance with this Service Plan. The WiFi & Multi-Media Information Service included in the Service Package will be activated within 1 working day after the payment is successfully received by the Service Provider and the valid period of such Service Package will commence therefrom. Unless otherwise required by applicable laws and regulations, the prepayment for any of the Service Package hereunder is non-refundable. Without the consent of customers, no Service Package hereunder will be automatically renewed upon expiration of its valid period or depletion of the data amount contained therein. Upon successful subscription and activation of the Service Package, data amount contained therein will always be available to the subscribed vehicle during its valid period when MB Connect Services are activated and relevant application and processing procedures are complete, regardless of whether the title of or the right to use such vehicle has been transferred. All the Multi-media Service Packages contained in this Service Plan are subject to the aforementioned Payment & Refund Policy only. In the event of any conflict between this payment and refund policy and that has been provided under the Terms and Conditions of Services, this Payment & Refund Policy shall govern the services provided hereunder. Unless otherwise provided hereunder, WiFi & Multi-Media Information Service is subject to the Terms and Conditions of Services and Disclaimer for Mercedes-Benz Connect Services. Certain features are model dependent, including but not limited to WiFi & Multi-Media Information Service.

24 Mercedes-Benz CONNECT :: Infotainment Service WiFi WiFi service makes the vehicle a hotspot, and allows the mobile devices to be connected to the network. Multiple mobile devices can be connected to the WiFi at the same time. The WiFi service will be cut-off when ignition off. The ever connected devices can be auto linked to the WiFi hotspot when ignition on again, If there is no new key had been generated. After activating the WiFi & Multi-Media Information Service, the vehicle will be a hotspot, and multiple mobile devices can be connected to the network simultaneously, when vehicle cellular service is available. CONNECT. Activate subscriber agreement. Purchase the Service Package, and activate the WiFi & Multi-Media Information Service. Tick WiFi Activate. 1 3 Enter the Vehicle menu, and choose System setting. Tick WiFi Activate click connect using security key, then the WiFi hotspot name and security key pop-up. Choose the WiFi hotspot on the device, and input the security key(case-sensitive), and then linked to the network. (If necessary, generating a new key by clicking Generate security key, then saving). Unless otherwise provided hereunder, WiFi & Multi-Media Information Service is subject to the Terms and Conditions of Services and Disclaimer for Mercedes-Benz Connect Services. Certain features are model dependent, including but not limited to WiFi & Multi-Media Information Service.

25 Mercedes-Benz CONNECT :: Infotainment Service Free Browsing Customer can visit Internet easily through browser embedded in COMAND Online. Easily access Internet from browser embedded in COMAND Online. The saved websites can be found from My Internet bookmark. After activating the WiFi & Multi-Media Information Service, the customer can visit legal website, or search information, when vehicle cellular service is available. CONNECT. Activate subscriber agreement. Purchase the Service Package, and activate the WiFi & Multi-Media Information Service. 1 3 Enter the Internet menu on the screen and choose WWW icon. Input any legal website address, i.e. Be connected to the internet. Unless otherwise provided hereunder, WiFi & Multi-Media Information Service is subject to the Terms and Conditions of Services and Disclaimer for Mercedes-Benz Connect Services. Certain features are model dependent, including but not limited to WiFi & Multi-Media Information Service.

26 Mercedes-Benz CONNECT Frequently Asked Questions(FAQ) What is Mercedes-Benz CONNECT? Mercedes-Benz CONNECT is the brand name of the connected services from Mercedes-Benz tailored for Chinese customers. It includes convenience, infotainment as well as safety and security services. Mercedes-Benz customers are offered with convenient concierge services, latest information and additional security protection. How do I use the Mercedes-Benz CONNECT services? You have multiple ways to use the services anywhere and anytime: 1 Inside Vehicle - There are three telematics service buttons: i-button, Wrench Button,(and SOS Button which are located close to the rearview mirror. Pressing any of these buttons will connect you to the telematics service. Your COMAND system provides you with Mercedes-Benz Apps that is included with the Mercedes-Benz CONNECT services. For example, you may want to know the weather forecast or be guided to an address that has been sent to your vehicle. 3 Outside Vehicle - after downloading and installing the Mercedes-Benz CONNECT Mobile App or by using the Web-Portal you can lock and unlock the doors, honk the horn and flash the lights from a distance. In addition, you can locate your vehicle on a map, as long as your vehicle is located within two kilometers from your current position. You can search Points of Interest (POI) and send it to the vehicle and use your navigation system later to guide you back to it. If you have chosen to be notified through SMS, your phone will also receive a notification, for example, if your vehicle s alarm has been triggered. You can also use any phone to call which will connect you to the Mercedes-Benz CONNECT services.

27 Mercedes-Benz CONNECT Frequently Asked Questions(FAQ) What are the functions of the telematics service buttons in the vehicle? Press the i-button to connect to a Mercedes-Benz CONNECT Customer Specialist, you will discover he can do a lot for you like POI search and download, booking a hotel room, flight or restaurant reservation, etc. Press the Wrench Button to connect to a Mercedes-Benz CONNECT Roadside Assistance Specialist whenever you are in need for vehicle assistance for a flat tire, out of gas, etc. Press the SOS Button when there is an emergency situation. The Mercedes-Benz Emergency Assistance Specialist will dispatch whatever emergency assistance that is needed. How can I download the Mercedes-Benz CONNECT mobile app to access the Mercedes-Benz CONNECT services? If your phone is an iphone 4, 4S or 5 (ios4.3 or greater), connect to the App Store, look for the application Mercedes-Benz CONNECT and install it. If your phone is Android based (release.1 and greater) connect to the Android Market and Google Play, look for the application Mercedes-Benz CONNECT and install it. Now your phone has the Mercedes-Benz CONNECT Mobile App. Note: You may also connect to for a download link. Is there a cost for the Mercedes-Benz CONNECT service? Your vehicle beginning at the date of invoice will have a three year complimentary trial period complements of Mercedes-Benz. Once the trial period is over, you may choose to continue using Mercedes-Benz CONNECT Service for a moderate cost. If you want to know more about your trial period duration, please feel free to call Mercedes-Benz Customer Response Center at

28 Mercedes-Benz CONNECT Frequently Asked Questions(FAQ) How do I know if my vehicle is equipped with Mercedes-Benz CONNECT? Mercedes-Benz CONNECT is equipped in New E-Class firstly. You will be informed of the further models equipped with Mercedes-Benz CONNECT. You can also look for the i-button which is located close to the rearview mirror. To use the Mercedes-Benz CONNECT service, you still have to ensure the service has been activated. You can press the i-button to activate the system. How do I activate the Mercedes-Benz CONNECT service? The Mercedes-Benz CONNECT can be activated as follow: 1 You can activate the service with your dealer when retrieving your vehicle for the first time or when you return to your dealer anytime. You can press the i-button located close to the rearview mirror. The Mercedes-Benz CONNECT Customer Specialist will assist you in activating the service. How will my mobile phone number and address be used? Anytime the service has to notify you, the message is sent to you using either a SMS or an (according to your preferences). For example, if your vehicle alarm is triggered, door is unlocked or your account password has been modified, you will be notified through a SMS or an . Mercedes-Benz will do their best to ensure the security of your personal information. For more details please refer to Terms and Conditions of Services for Mercedes-Benz CONNECT. Where is the Mercedes-Benz CONNECT service available? The service area coverage for vehicles sold and registered in P.R.C. is limited to the Mainland. For a person from the Mainland traveling into Hong-Kong, Macau or Taiwan; services may be limited or unavailable.

29 Mercedes-Benz CONNECT Frequently Asked Questions(FAQ) Where can I get more details about Mercedes-Benz CONNECT? For more details, visit the Mercedes-Benz CONNECT Web site at to find out more. What is WiFi & Multi-Media Information Service? WiFi & Multi-Media Information Service is a part of Mercedes-Benz CONNECT services. It includes services: WiFi and Free Browsing. How can I buy the WiFi & Multi-Media Information Service packages? Mercedes-Benz CONNECT subscribers press the i-button in the vehicle, or dial , following the instructions by customer specialist. More details please refer to the services cut-sheets payment process. Package info.: Multi-media Service Package Data Volume Duration Price Connect Package 6 GB 1 month 450 Advanced Package 1 GB 1 month 750 Premier Package 4 GB 1 month 1100 How can I know the surplus flow information of my service package? The Mercedes-Benz CONNECT subscriber reserved mobile will get the system auto SMS when your service package have been used 50%, 80% and 100%. And the information also can be got by press the i-button or dial

30 Mercedes-Benz CONNECT Frequently Asked Questions(FAQ) How to activate the WiFi Hotspot in the vehicle? Vehicle Setting - WiFi - Activate. What circumstance does the WiFi & Multi-Media Information Service is not available? The WiFi & Multi-Media Information Service will not be available, if the subscribed vehicle i) is not in the area where the cellular service obtainable, ii) doesn t purchase the multi-media service package, iii) service package is used up. Where can I check the charge status and range of my PHEV? You can check the charge status and range of your PHEV through the Mercedes-Benz CONNECT mobile app. First download mobile app through the apple store or any android store and navigate to the PHEV Page. There, you can find the State of Charge and Electric Range information. How can I operate the PHEV Climate Control? You can operate the PHEV Climate Control function through the Mercedes-Benz CONNECT mobile app. First download mobile app through the apple store or any android store and navigate to the PHEV Page. Under the Climate Control setting, you can choose to immediately turn on the air-conditioner or set the air-conditioner to activate before your departure time. The temperature setting for the air conditioner will default to what was last set in the vehicle.