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
A customer called in because he received his car two days ago and noticed the tires were worn out. What type of problem is this?
This is a maintenance/wearable issue.
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.
How long can you extend the 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. As an advocate what should you do?
Assist the customer in submitting a cosmetic claim on their PSD(Post-Sale Dashboard)
Where can a customer see the warranties remaining on their vehicle?
Post-Sale 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 Silver Rock to get an update.
How much can we offer for missing wiper blades?
$65
SilverRock can review claims for wearable items within ___ days or ___ miles?
30 days or 1000 miles
When does the cosmetic claim get removed from the post-sale 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. You don't see any notes from the field advocate regarding this.
Use the HEAT method and advise the customer we cannot cover glass concerns after the delivery. Recommend going through their insurance provider.
A customer calls in to inform us that their vehicle makes a strange noise whenever they accelerate. They are still within their 100DLW but outside their 7DMBG. They also acquired Carvanacare. What are their next steps?
They must take their vehicle to the closest in-network repair facility. The repair facility must contact Silver Rock to open the claim. They will have a $0 deductible.
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.
Which CarvanaCare package includes oil changes and tire rotations (for a certain amount of time)?
CarvanaCare Premier
Where can a Cosmetic Claim extension be granted?
Carma Purchase Component
There is a tear on the upholstery of the customer's car. What type of ASR is this?
Cosmetic
If a customer doesn't have the 100DLW, CarvanaCare, and manufacturer's warranty, what happens next?
This will become 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 the problem.
Inspection: is a visual review of the vehicle.
How many cosmetic claims can a customer open on their My Cars Dashboard?
They can submit a maximum of 3 claims
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?
Create a talk-off for a customer that is outside of their 7DMBG and Silver Rock denied their claim.
Include that SR reviewed their claim and that it was determined to be within our standards. Provide empathy.
The VDP states the vehicle had a back up camera, but the customer is stating that it does not. What can we offer?
$500 GNR for a major missed annotation. Or they can return/swap.