Mechanical/Wearable
Who is our trusted partner for the 100-Day limited Warranty?
Silver Rock
A customer chats 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 My Cars Dashboard
A customer chatted 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. The tires get worn out with time. The customer has 30 days or 1,000 miles to notify us of such an 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.
What does the Manufacturer's Powertrain Warranty cover?
It covers major components of the powertrain, including the engine, transmission, and drive axle.
True/False: Do we cover the imperfections listed in the 360-degree view?
False
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 chats in?
Explain the ASR process and answer their questions before advising the customer to reach out to Silver Rock to get an update.
True/False: If the customer goes to a repair facility inside our network they must pay a deductible of $350?
False
When does the cosmetic claim get removed from the post-sale dashboard?
After the 7DMBG expires.
True/False: We compensate for cosmetic claims inflicted by the customer.
False
A customer chats 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.
Which CarvanaCare package includes oil changes and tire rotations (for a certain amount of time)?
CarvanaCare Premier
On which system 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.
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.
What must a customer include when they submit a cosmetic claim?
Pictures
What types of ASR concerns are not covered by the majority of the warranties?
Maintenance, wearables, and cosmetics. Some maintenance items and cosmetics are covered by CC Premier. (oil changes and tire rotations for a year. Dings and dents.)
Create a talk-off for a customer that is outside of their 7DMBG and Silver Rock rejected their claim.
Include that SR could review their claim and that it was determined to be within our standards. Provide empathy.