Courtesy and Hire Cars
The first party a customer should contact when requesting a courtesy car.
Dealer
True or False: An agent can promise a customer that all reasonable expenses will be reimbursed.
False
One of the first pieces of information included in the engineer's report alongside the date of complaint.
the date of purchase
True or False: A vehicle can have multiple warranties at the same time.
True
Name of the MS Teams Group Chat for those vulnerable customers (suicide, etc)
Threat to Life
Can a hire car be automatically approved for every complaint?
No, it is reviewed on a case-by-case basis and requires TL approval
The complaint outcome that may allow costs to be reviewed and considered.
upheld complaint
The mileage recorded when the customer took possession of the vehicle.
Mileage at POS (Point of Sale)
This framework is used when a customer reveals or discloses a vulnerability.
TEXAS
This is when an engineer reviews available evidence without inspecting the vehicle
Desktop IER
The person responsible for arranging the hire car.
Customer
What you should never guarantee to a customer regarding their expenses.
reimbursement by MotoNovo Finance
A detailed sequence of events, repairs, and diagnostics provided by the customer.
the Customer Timeline
In TEXAS, this step means obtaining the customer’s permission before recording sensitive vulnerability information.
Explicit Consent
Give 2 things that can be reviewed during a Desktop IER.
Photographs
Repair reports
Garage invoices
This evidence is required before any reimbursement can be considered.
Paid invoice
Documents customers should keep as evidence for any expenses incurred.
receipts and supporting evidence
The engineer must determine whether the faults were present or developing at this point.
point of sale
These repairs can make it harder to establish the original fault because faulty parts may be discarded or the vehicle’s condition may be changed.
unauthorised repairs
A customer complains that the vehicle was advertised with heated seats, but the car never had them. What investigation is most likely needed?
No IER required
The approval required before agreeing to reimburse a hire car.
Team Leader (TL) approval
The maximum amount that may be considered for a customer's expenses per day.
£25 per day
The type of complaint would usually require an IER.
Mechanical fault complaint
A customer independently purchases this type of warranty from an external provider.
Customer-Purchased Third-Party Warranty
Why might a Desktop IER be required?
Evidence has been altered or removed due to repairs