Introduction of 247 Emergency Assistance​

Introduction​

247 Emergency Assistance Service is a round-the-clock support service for users of the Destinator Ultimate model, and is integrated into the MITSUBISHI ​CONNECT Smart Connected Car System Service Package.​

The 247 Emergency Assistance Service includes the following two services:​

1. 247 Roadside Assistance: Support is provided in the non-accident cases:​

• Technical malfunctions such as electrical or mechanical failures caused by manufacturing defects, flat tires, etc.​
• Driver-related incidents such as running out of fuel, key-related issues, or battery problems.​
• This service is provided free of charge within the scope defined in the “Benefits” section.​

2. SOS Emergency Assistance: Support is provided in the accident cases:​

• Support for contacting emergency medical services or traffic police in the event of a vehicle accident.​
• Any incurred costs shall be paid by the User.​

How to Request Assistance​

When assistance is needed, users can contact the 247 Emergency Support Call Center via in-vehicle buttons:​

1. The “SOS” button is used in emergency situations involving accidents that require immediate support, such as contacting ambulance services or traffic police​
2. The “Call MITSUBISHI Assistance” button on the in-vehicle infotainment screen is used when the vehicle encounters technical issues not caused by accidents and requires technical support or roadside assistance.​
3. the system is capable of automatically detecting accidents when the vehicle’s airbags are deployed.​

Service Coverage Area​

The 24/7 Emergency Assistance Service is applicable within the territory of Vietnam only.​

Benefits of 247 Roadside Assistance​

• These benefits apply only to vehicles that are using the MITSUBISHI CONNECT Smart Connected Car System.​
• Unlimited requests for 247 Emergency Assistance per year;​
• Unlimited requests for on-road emergency repair services per year;​
• Unlimited towing services per year;​
• Free towing to the nearest Authorized Dealer or an alternative dealer selected by the User, up to a maximum distance of 50 km. Any additional distance beyond 50 km will be charged at VND 38,000 per km, payable by the User;​
• For long-distance towing (exceeding 50 km), the 247 Emergency Support Call Center will negotiate a fixed towing fee with the service provider and obtain the User’s consent before proceeding;​
• Free 24-hour technical consultation in cases of vehicle malfunction or technical issues;​
• Smart key-related issues:​
• If the spare key is located within a radius of 50 km from the breakdown location, the 247 Emergency Support Call Center will arrange to retrieve and deliver the spare key to the vehicle location.​
• For distances exceeding 50 km, an additional charge of VND 25,000 per km will apply and be borne by the User.​
• If locksmith services are required upon the User’s request, the Call Center may arrange the service, and all related costs will be charged directly to the User.​
• Fuel delivery service: Up to 5 liters of fuel will be delivered to the User; the fuel cost itself shall be paid by the User.​
• In the event the vehicle must be towed away from the breakdown location, the Call Center will assist in arranging a rental vehicle upon the User’s request. The User shall be responsible for all rental fees and any requirements or costs imposed by the rental company.​
• If the breakdown location is more than 100 km away from the User’s residence, the 247 Emergency Support Call Center will assist in arranging:​
• Transportation for the User to return home or continue their journey;​
• Hotel accommodation as requested by the User, and transportation to the hotel by taxi or public transport.​
• Note:​
  Hotel accommodation costs, transportation to the hotel, and all travel expenses for returning home or continuing the journey shall be borne by the User.​

Exclusions of 247 Roadside Assistance Service Package​

The 247 Roadside Assistance shall not cover or be responsible for the following cases:​

1. Issues arising from accidents and natural disasters, or external impacts, including incidents involving all types of animals, are not covered under the 247 Roadside Assistance Program;​
2. Any expenses incurred without prior approval from the 247 Emergency Support Call Center;​
3. Costs that the User is normally responsible for, such as toll fees and road charges;​
4. Any expenses arising from participation in racing, demonstrations, speed trials, or time trials;​
5. Any costs resulting from the User’s vehicle being maintained in an unroadworthy condition. If the User persistently fails to keep the vehicle in a roadworthy condition, the Call Center reserves the right to refuse service coverage;​
6. Any expenses arising while the User is under the influence of alcohol, drugs, or prohibited substances;​
7. Any consequential losses arising directly or indirectly from the vehicle being immobilized;​
8. Incidents occurring in locations other than public roads, highways, regular roadways, or public/private parking areas. The following locations are excluded from service coverage: logging roads, beaches, fenced or construction areas, racetracks, or restricted roads;​
9. Benefits apply only to vehicles that are immobilized. The cost of replacement parts is not covered under the 247 Roadside Assistance Service;​
10. Services will not be provided where weather or road conditions are deemed too dangerous for service vehicles to operate;​
11. Costs associated with the deployment of more than two service personnel or vehicles are not covered by the 247 Roadside Assistance Service;​
12. Towing service is provided only for vehicles that cannot be started or safely driven using their own power;​
13. Any additional towing costs resulting from customer requests for special procedures and/or equipment beyond standard towing requirements shall be borne by the User;​
14. Ferry, bridge, and road toll fees for the User’s vehicle shall be paid by the User.​

FAQ

Contacting the 247 Emergency Support Call Center​

Q1: How can I request the 247 Emergency Assistance Service for my Destinator Ultimate?​

A1: Press the “Call MITSUBISHI Assistance” button on the infotainment screen to request 247 Roadside Assistance or press the “SOS” button on the vehicle ceiling to request SOS Emergency Assistance. If these buttons are not functioning, the User may directly call 1800 1514 and follow the operator’s instructions to connect with the 247 Emergency Support Call Center.​

Remote Technical Consultation and Support​

Q2: If I need urgent technical advice but the situation is not critical, whom should I contact?​

A2: The User may contact a Mitsubishi Motors Dealer or the 247 Emergency Support Call Center for technical consultation and support.​​

Vehicle Cannot Start Due to Battery Failure or Discharge​

Q3: If the vehicle cannot start due to a out-of-electrics battery, does the 247 Emergency Support Call Center provide jump-start support?​

A3: Yes. The 247 Emergency Support Call Center will dispatch a technician to perform an on-site battery jump-start to help restart the vehicle. This service is available 24/7 and is provided free of charge to the User.​

Vehicle Is Damaged or Unsafe to Continue Driving​

Q4: If the vehicle encounters a serious malfunction and cannot continue driving or is unsafe to operate, how will the 247 Emergency Support Call Center handle it?​

A4: The 247 Emergency Support Call Center will arrange a towing service to transport the vehicle to the nearest Mitsubishi Motors Dealer for inspection and repair.​

Tire Blowout and Spare Tire Available​

Q5: If the vehicle has a tire blowout and a spare tire is available, how does the 247 Emergency Support Service support the User?​

A5: The 247 Emergency Support Call Center will send a technician to the vehicle’s location to assist in replacing the damaged tire with the spare tire on-site, free of charge within the service coverage.​

Smart Key-Related Issues​

Q6: If the User loses the vehicle key, does the 247 Emergency Support Call Center provide any support?​

A6: The 247 Emergency Support Call Center can arrange for the delivery of the spare key from a location designated by the User (e.g. the User’s residence) to the vehicle’s current location. If no spare key is available, the Call Center will arrange towing services to transport the vehicle to the nearest Mitsubishi Motors Dealer for further handling.​​

Vehicle Runs Out of Fuel Due to User Negligence​

Q7: If the vehicle runs out of fuel due to forgetfulness or negligence, does the 24/7 Emergency Assistance Service provide support?​

A7: The MMV 247 Roadside Support Call Center will arrange delivery of up to 5 liters of fuel to the vehicle’s location to allow the User to continue driving to the nearest gas station.​

Note: The cost of the fuel shall be borne by the User.​

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