Freightliner Customer Care: A Complete, Practical Guide

How to reach the Freightliner Customer Assistance Center (CAC)

Freightliner’s frontline support is the Customer Assistance Center (CAC), staffed 24/7/365 for drivers, fleet managers, and owner‑operators across the U.S. and Canada. The single, toll‑free number is 1‑800‑FTL‑HELP (1‑800‑385‑4357). Calls are triaged by trained specialists who can open a case, coordinate roadside service, connect you with the nearest qualified dealer, and liaise with warranty teams. Keep this number in your phone and on your cab card; it is the fastest entry point for any urgent or non‑urgent issue.

For non‑emergency support, service information, and owner resources, start at freightliner.com/owners. To find a dealer or service point by ZIP/postal code or GPS, use the locator at freightliner.com/dealers. Daimler Truck North America (DTNA), the parent company of Freightliner, is headquartered at 4555 N Channel Ave, Portland, OR 97217, USA. The CAC supports English and Spanish, and can conference in additional resources (e.g., Detroit Connect support) when telematics or ADAS diagnostics are involved.

• Call: 1‑800‑FTL‑HELP (1‑800‑385‑4357), 24/7/365 (U.S. and Canada)
• Dealer locator: https://www.freightliner.com/dealers
• Owner resources and manuals: https://www.freightliner.com/owners
• Telematics and remote diagnostics (Detroit Connect): https://www.detroitconnect.com

Breakdowns and roadside assistance: what to expect

When you call 1‑800‑FTL‑HELP for a breakdown, have your VIN, current location, and a brief symptom description ready. CAC agents open a case number and confirm whether the situation calls for on‑site mobile repair, towing to the nearest qualified Freightliner or Elite Support dealer, or guided troubleshooting. If your truck is connected with Detroit Connect, the agent can often pull fault codes and severity in real time, which speeds triage and parts pre‑positioning.

If towing is required, the CAC will coordinate a provider and share ETA and contact details. Payment arrangements vary based on warranty status, extended service contracts, fleet billing, and roadside memberships; agents will clarify options up front. Upon arrival at a dealer, ask for an Express Assessment (see below) to secure a rapid, preliminary diagnosis and a parts/lead‑time estimate so you can plan hours‑of‑service and load commitments with fewer surprises.

Dealer and service network coverage

Freightliner operates one of North America’s largest heavy‑duty support footprints, with over 700 dealer and service locations across the U.S. and Canada as of 2024. The locator at freightliner.com/dealers filters by 24‑hour service, Elite Support certification, body repair, mobile service, and alternative fuel capability. Many locations maintain after‑hours bays and mobile trucks for roadside or yard repairs to minimize towing and downtime.

Elite Support is DTNA’s dealer certification focused on uptime. A key promise is Express Assessment: within approximately two hours of check‑in, the dealer provides a preliminary diagnosis, confirms parts availability, and offers an estimated time to repair. As of 2024, there are more than 280 Elite Support‑certified locations, and adoption continues to expand. Ask specifically for Express Assessment on arrival and request that the notes be attached to your CAC case number for unified communication.

Warranty, recalls, and service campaigns

Warranty coverage varies by model year, application (on‑highway vs. vocational), and components (chassis, cab, Detroit engine, transmission, emissions system). Because coverage terms can change, verify your exact eligibility by providing your VIN to 1‑800‑FTL‑HELP or to any Freightliner dealer’s service advisor. Dealers can check DTNA systems for standard warranty, extended service contracts, and open service campaigns tied to your VIN.

For recall checks, use the NHTSA lookup (https://www.nhtsa.gov/recalls) and your VIN; this will return both NHTSA safety recalls and manufacturer communications. If a recall or safety campaign applies, Freightliner dealers will perform the remedy at no charge according to the campaign instructions. Bring your vehicle registration, proof of ownership, and maintenance records; for fleets, a signed authorization speeds warranty adjudication and repair approvals.

Parts, documentation, and repair planning

For OEM and all‑makes parts, the DTNA e‑commerce portal Excelerator supports VIN‑based lookup, availability, and order status across Freightliner, Western Star, and Detroit dealers nationwide. Start at https://www.exceleratorparts.com. Many dealers offer same‑day pickup and next‑day delivery; if you are managing a downtime‑critical repair, ask the counter to check multi‑dealer inventory and substitute Alliance Parts equivalents where appropriate to hit your timeline and budget.

Owner’s manuals, maintenance intervals, and model‑specific guides are posted at freightliner.com/owners. Technicians and advanced owner‑operators can request access to DTNA service literature via authorized channels at participating dealers. For planning major repairs, ask your dealer for a written estimate that breaks out labor hours and parts lines; heavy‑duty shop labor commonly ranges from $150 to $225 per hour in 2024, depending on region and specialization. Getting a parts ETA in writing helps you decide between waiting, swapping to a different unit, or requesting a temporary rental.

Financing, telematics, and fleet coordination

If your unit is financed or leased, check your contract for required repair authorization steps to avoid delays. Some fleet programs include managed maintenance or national account parts pricing that the dealer can apply to your RO (repair order) once your account is identified. Bring your billing code, PO, or fleet authorization contact to accelerate write‑up.

For connected vehicles, Detroit Connect delivers fault event data, remote updates (where supported), fuel and driver analytics, and service recommendations. Enable dealer visibility to your Detroit Connect data for faster triage. When you call 1‑800‑FTL‑HELP, mention if Remote Updates are available for your calibration; in some cases, an update can be scheduled to resolve drivability or MIL concerns without a bay visit.

Tips to speed resolution and reduce downtime

• Have the essentials ready: VIN, current odometer, GPS coordinates, trailer number, and a concise symptom (warning lamp, SPN/FMI code, noises, fluid leaks, performance loss, last service date).
• Use the dealer locator to target Elite Support locations and request Express Assessment on arrival; ask for the two‑hour preliminary diagnosis and parts/ETA in writing.
• Share photos or short videos of fault lamps, leaks, or damage when offered a secure upload link by CAC or the dealer; this can trigger parts pre‑pull and technician pre‑assignment.
• If you run Detroit Connect, authorize the dealer to view fault data and vehicle health reports tied to your VIN to avoid redundant diagnostics.
• For parts‑driven repairs, check ExceleratorParts.com by VIN to confirm availability before routing; ask the dealer to source alternates (Alliance Parts, reman, or nearby dealer inventory) if primary stock is short.
• Align repair windows with HOS: schedule drop‑offs before the dealer’s morning dispatch to hit same‑day Express Assessment and maximize same‑day fix odds.

Escalation and case management

Always capture your CAC case number and the dealer RO number; reference both on every call or email to keep notes unified. If a repair stalls due to parts or complex diagnostics, call 1‑800‑FTL‑HELP and request escalation. CAC can coordinate with dealer management, parts distribution, technical support, and field service to unblock issues and may identify alternate repair locations with earlier parts availability.

For persistent concerns, ask for a supervisor review and a documented plan of action with target dates. If you need corporate correspondence, note Daimler Truck North America’s headquarters address: 4555 N Channel Ave, Portland, OR 97217, USA. Include VINs, RO numbers, and a timeline of events in any written escalation. Clear, concise documentation consistently shortens resolution time and helps Freightliner align the right resources to get your truck safely back on the road.

What is the phone number for Freightliner warranty?

1-800-FTL-HELP
At any other time, please call the Customer Assistance Center at 1-800-FTL-HELP.

What is the corporate office number for Freightliner?

Corporate Headquarters
(503) 745-8000 4555 N. Channel Ave.

What is Freightliner Elite support?

Elite Support is Daimler Truck North America’s premier service and support network for Freightliner and Western Star commercial trucks, providing high-quality maintenance and repair services across North America.

How long is the Freightliner truck warranty?

We know a warranty is an important business tool. It protects your investment and keeps you on the road and profitable. We’re so confident in the quality of our vehicles that we offer our Freightliner Used Truck Warranty for up to 48 months or 400,000 miles (643,737 km) on all eligible Freightliner heavy-duty trucks.