Mechanical/Wearable
True/False: If the customer has Carvana Care and goes to a repair facility inside our network, they must pay a deductible of $350
False
True/False: We cover the imperfections listed in the 360-degree view
False
DAILY DOUBLE. Answer in the form of a talk-off.
Customer says: "I love my car and don’t want to exchange, however, it smells like cigarettes really bad. How did my car pass the 150 inspection? (Customer is on last day of 7DMBG)."
"I am very sorry to hear your vehicle arrived dirty! That is certainly not how we want your experience to be. We take this feedback seriously and we will be sure to pass this information on to our teams. Our vehicles are meant to be fully detailed and arrive clean. I can offer you $100 to help get the car detailed and remove the odor."
You are trying to find the ASR claims that are open, pending, and closed. Where can you find these cases?
On the Cases Tab in Carma or the Customer Stats component.
How many days can you extend a customer's 7DMBG for?
2 days
What does the Manufacturer's Powertrain Warranty cover?
It covers major components of the powertrain, including the engine, transmission, and drive axle
A customer calls in to explain that they have not received an update regarding a cosmetic claim submitted 5 days ago (within the 7DMBG). Upon further investigation, you notice that the claim was never submitted. Customer is still within the 7DMBG. As an advocate, what should you do?
Submit the claim on behalf of the customer through their My Cars Dashboard.
Where can a customer see the warranties remaining on their vehicle?
My Cars Dashboard
What happens when a customer has a claim opened with SilverRock and calls in wanting an update?
Explain the ASR process and answer their questions before advising the customer to reach out to SilverRock to get an update.
DAILY DOUBLE. Answer in the form of a talk-off.
Customer says: "I wanted sunset red and the car that was delivered yesterday is clearly ruby red… color is super important to me. What are you going to do about this?" (VDP lists the vehicle accurately as “red”)
"I know you spent time picking out this vehicle, and it can be disappointing when it doesn’t arrive how you expect it to look. I’m sorry that happened. I did pull up the vehicle’s details page and I do see we listed the vehicle as “red”, so it is represented and priced accurately. I am happy, however, to help search for another vehicle that is the perfect shade of red that you can exchange into."
SilverRock can review claims for wearable items within ___ days or ___ miles?
30 days or 1000 miles
When does the ability to submit a cosmetic claim become unavailable in the My Cars dashboard?
After the 7DMBG expires.
A customer calls in on day 2 and just noticed a chip in the windshield. They want to know how they can get that replaced. What are the next steps you should take?
DAILY DOUBLE. Answer in the form of a talk-off.
Customer says: "I got my car 4 days ago and I just noticed it has dog hair everywhere and my daughter is allergic! Is there anything you can do?"
"I am sorry to hear there is dog hair in your car. That is not the experience we want you to have. We take this feedback seriously and we will be sure to pass this information on to our teams. Our vehicles are meant to be fully detailed and arrive clean. Since you are within the 7-Day Money Back Guarantee, Carvana can address this issue. If the vehicle is not up to our cleanliness standards, we can provide compensation to cover cleaning costs. We will need you to submit images of the cleanliness issue for review."
Your customer calls in after having their vehicle for 3 weeks. They explain that the car was dirty when they got it. What are you gonna do?
Empathize with the customer and explain we cannot offer compensation. Cleanliness needs to be brought up in the 7DMBG.
DAILY DOUBLE. Answer in the form of a talk-off.
Customer says: "My vehicle arrived yesterday with trash underneath the seats. I thought you guys were supposed to detail the vehicle before delivering!"
"I am very sorry to hear your vehicle arrived dirty! That is certainly not how we want your experience to be and we appreciate you telling us right away. Our vehicles are meant to be fully detailed and arrive clean. Because of this I would be happy to send you a $100 that you can use towards a premium car wash. I will go ahead and submit for it now and it will be sent out after your 7 Day Money Back Guarantee."
True/False: Customers can take their vehicle to an out-of-network facility for an approved cosmetic claim.
False: Customers must go to one of the in-network facilities our Internal Limited Warranty team provides for them.
DAILY DOUBLE. Answer in the form of a talk-off.
Customer says: "I picked my car up last night and I noticed the low oil pressure light is already on my dashboard. Did you guys even check the oil in the inspection?"
"Thank you for bringing this to our attention. I am sorry to hear that the oil pressure light is on so early in your purchase. This is not the experience that we want you to have. During our 150-point inspection, we change the oil of every vehicle that passes through our inspection centers. But just to make sure nothing is wrong, you can take your vehicle to one of our Preferred Repair facilities which I can help you locate so they can check the oil light. The mechanic will then process a claim through SilverRock who will review it. I’ll be happy to help you find a repair facility closest to you."
A customer calls reporting an issue with their vehicle, but they no longer have the 100DLW, CarvanaCare, or manufacturer's warranty. What would we tell the customer?
Apologize for the issues they are experiencing with the vehicle. Let the customer know that, without any active warranties or protection on the vehicle, the repair or replacement will not be covered and will therefore be an out of pocket expense.
A customer calls in upset that their vehicle was delivered with half a tank of gas and not a full tank. They want to know how you will rectify this issue.
Use the HEAT method to de-escalate and advise the customer we will not offer any compensation. We only compensate if the vehicle was delivered with below 1/2 a tank of gas.
Explain the difference between an Inspection and a Diagnostic.
Diagnostic: is a review performed by a certified mechanic to find the root cause of a specific problem.
Inspection: is a visual general review of the vehicle as a whole.
DAILY DOUBLE. Answer in the form of a talk-off.
Customer says: "I received my car 3 days ago and it rains a lot where I live. I turned on my wiper blades and they barely work! How am I supposed to see while I’m driving?"
"Thank you for bringing this to our attention, and I am sorry they arrived in this condition! We want to make sure you feel safe driving your vehicle in the rain, so I will be sending you a $65 check to purchase new wiper blades for your vehicle. I’m submitting it now and it will be sent to you after your 7-Day Money Back Guarantee is complete."
The customer has had their vehicle for 10 days and the check engine light just came on. They do not have Carvana Care. What is their deductible if they take it to a preferred repair facility?
$0 since they are within the first 14 days.
A customer calls in complaining that their cosmetic claim was denied. You realize that it was submitted on day 9. How will you respond?
"I'm so sorry that you had this cosmetic issue with your vehicle. Even though these are previously loved vehicles, I know it is new to you and that must be frustrating to know the concern won't be addressed. Carvana gives our customers 7 days to really get to know their vehicles, and it looks like this concern was submitted after that time frame. We only repair/ recondition cosmetic issues that fall outside industry-wide pre-owned standards as a way to pass savings onto our customers.
The VDP states the vehicle had a back up camera, but the customer is stating that it does not. What can we offer?