FLEET AFTERSALES THERE FOR YOU AT EVERY TURN

Transcription

1 FLEET AFTERSALES THERE FOR YOU AT EVERY TURN

2 WELCOME TO VAUXHALL FLEET Nothing less than business class in every way. Many of Britain s businesses, large and small, partner with us to support their operations. That s because our range of great looking vehicles from compact cars to executive saloons, and versatile vans are all designed and engineered to work as hard for your business as you. Whatever the size of your business, we strive to give you everything you need. Take a look at our comprehensive range of products that are built to ensure great value and a hassle-free aftersales experience. All are supported by a network-wide service commitment, delivered in purpose-built facilities with a team of dedicated Vauxhall-trained technicians. We believe it all adds up to a best in class Vauxhall Fleet offering. Rory Harvey Chairman and Managing Director 04 COMMITMENT TO OUR FLEET CUSTOMERS 06 COMMITMENT TO VAN CARE 08 INSIDE OUR PARTS DISTRIBUTION CENTRE 10 CONSISTENT, CLEAR PRICING 12 GIVING YOU CONTROL 14 WARRANTIES FOR THE FULL TERM 16 EASY, FLEXIBLE SERVICING 18 BESPOKE SMR COVER 20 YOUR QUESTIONS ANSWERED 22 KEY INFORMATION

3 OUR SERVICE4FLEET PROMISE MAKING YOUR CAR WORK AS HARD AS YOU DO OUR SERVICE4FLEET PROMISE: Business Support Service bookings within three working days Booking confirmation within 20 minutes via 1link Our Service4Fleet promise is straightforward a simple set of standards which we have developed and will adhere to, to keep your drivers and your vehicles on the road and to optimise your business efficiency. We ve engaged our UK-wide network of Retailers to ensure they re equipped to provide support wherever you are on the road. We offer a consistent level of flexible service and repair solutions, backed by effective, streamlined booking and billing systems, all designed to make your life easier and keep your business moving forward. That s a promise. VAUXHALL ACCIDENT MANAGEMENT Support for every driver of your Vauxhall fleet should there be an accident. Our dedicated team are available to call 24/7 and ready to offer vehicle recovery, onward mobility and then the all-important Vauxhall-approved repairs, complete with genuine repair certification. Continued mobility with either collection and delivery, courtesy cars or local drop-offs Job sheets completed same day All work reviewed with the driver Invoices within five working days On The Day Fitment of only genuine Vauxhall parts with a 12-month warranty Free vehicle health check with every workshop visit Free filling of GM AdBlue when purchased from the Retailer Free fitting of wiper blades and exterior bulbs (not xenon/led) purchased at the time of a service or repair, up to 0.3 hours per item Free wash and vacuum after every service Vauxhall stamp and date in the service book 04 COMMITMENT TO OUR FLEET CUSTOMERS

4 OUR PREMIER VAN CENTRES HELPING TO KEEP YOUR VAN ON THE ROAD. WHERE IT BELONGS OUR PREMIER VAN CENTRES: Convenient Drop-in for diagnosis, no appointment needed Service bookings within three working days Booking confirmation within 20 minutes via 1link When it comes to the servicing and maintenance of your Vauxhall commercial vehicle, you can trust our expert approved network to give you fast, convenient and great value aftersales care. We recognise the impact to you and your business of having vans off the road, so we re geared up to minimise your downtime. No appointments are necessary for diagnosis, and we also have a while-you-wait service. Offering national pricing, over 100 centres nationwide all provide the specialised equipment, tools and expertise to support your aftersales needs including MOTs using only genuine parts fitted by Vauxhall-trained technicians. With the support of Vauxhall Accident Management which includes all vans, too and all your sales and aftersales needs under one roof, think of us as a one-stop shop who ll spare no effort getting your vehicle back in business as soon as possible. That s a promise. While-you-wait for repairs when parts are on site Continued mobility with either collection and delivery, courtesy vehicles or local drop-offs Professional Vauxhall-trained technicians with immediate access to technical information and support Fitment of only genuine Vauxhall parts, with a 12-month warranty Free vehicle health check with every workshop visit Class 7 MOT facility and 5-tonne lift capability Transparent and Added Value National, all-inclusive fleet pricing Free wash and vacuum after every service Free filling of GM AdBlue when purchased from the Retailer Free fitting of wiper blades and exterior bulbs (not xenon/led) purchased at the time of a service or repair, up to 0.3 hours per item 06 COMMITMENT TO VAN CARE

5 PARTS DISTRIBUTION WHEN IT COMES TO PARTS, WE DELIVER IN EVERY WAY We appreciate that when one of your cars or vans can t be used because it needs replacement parts, a key component of your business operation is lost, too. To minimise your fleet downtime, you need a fast, reliable turnaround that gets your vehicle out of the service bay and back in business on the road. BUT THE BIGGEST DIFFERENCE? OUR PEOPLE We have the right people together with the right processes, surrounded by the right parts in the right quantity, housed in a state-of-the-art facility, so we can promise: All available VOR orders received by 4pm will be at the Retailer by 8am (12 noon in Northern Ireland) the next day. Many of our employees have been with us for over 20 years and all bring key experience and insight every day, supporting our ambition to be the best GM warehouse in Europe. Keeping your fleet s downtime to a minimum? It s the very least we can do. So we ve invested heavily in our parts distribution operation, to get the parts your vehicles need without delay. Our purpose-built UK warehouse is a few miles down the road from our Head Office in Luton and just minutes from the M1 s new Junction 11A. BIGGER IS DEFINITELY BETTER Covering an impressive 70 acres and providing us with a massive one million sq ft. of space, we re pleased to be operating out of the purpose-built warehouse. It s a hugely impressive place. But most importantly, it provides an equally impressive fast turnaround parts service for your Retailer. The two-shift operation despatches over 20,000 lines a day to our network across the country, keeping their stock replenished and fulfilling orders each day. 08 INSIDE OUR PARTS DISTRIBUTION CENTRE

6 MENU PRICING CONSISTENT, CLEAR PRICING Our Service4Fleet package can also include direct access to our standardised pricing menu, used by Vauxhall Retailers across the UK. Delivering consistency in pricing, all Retailers are in one of four labour pricing bands (dependent on geography) so you can accurately factor maintenance into your costings. UPFRONT QUOTES BEFORE YOU APPROVE THE WORK Before having any work done, you will be able to see how much the job will cost at a choice of different Retailers across the country, depending on where the vehicle is scheduled to be when the work is planned to take place. Plus, with Retailer-integration, administration is reduced; pricing, invoicing and authorisation errors are eliminated. You can further integrate your Service4Fleet account and move to a full central billing account online, dispensing with normal Retailer payment methods involving paper invoices, credit cards and other pre-payment systems. Turn to the next page for more information on our centralised billing programme. We also have a dedicated Service4Fleet support team. So if you need anything, we can get on to it in no time at all. 10 CONSISTENT, CLEAR PRICING

7 CENTRALISED BILLING LESS ADMIN IS MILES BETTER An upgrade on our Service4Fleet package, Service Central Billing could be just what you need. Service Central Billing is a Vauxhall-only system, providing you with one central invoice each month, regardless of which Retailers your vehicles visited. It has already delivered tangible savings through reduced administration for work carried out on fleet vehicles across the Vauxhall Retailer network. A HELP DESK RESPONSE TIME OF LESS THAN 20 MINUTES, THANKS TO 1LINK 1link is the proprietary system used by Vauxhall (and most of our fleet customers) as the best way of sharing price, parts and servicing costs from Retailers to fleet customers. For vehicle fleets, leasing companies and warranty companies, it can lead to a massive reduction in paperwork, together with minimal invoice rejection. We have a dedicated 1link support team. So if you need anything, we can get on to it in no time at all. Centralised billing gives you control of costs by allowing your drivers to request your (electronic) approval for any work at Vauxhall Retailers across the UK. The result? A single invoice for all the previous month s transactions. The combination of menu pricing and electronic approvals means you ll benefit from total transparency of services delivered and related costs. Avoid misunderstanding created by verbal instructions pricing errors, incorrect authorisation codes and discrepancies between quoted and invoiced prices. And as a bonus, reduce administrative workload and costs. Over time, you can use the Service4Fleet web portal to monitor transactions and manage your fleet account online. It ll enable you to build up a history of maintenance and repair costs for each vehicle. It can also help you to plan what work will be required in the forthcoming financial period, and to budget accordingly. All Vauxhall vehicles currently on your fleet can be entered into the system, enabling you to maintain an easy-to-use record of vehicle details, even when each vehicle is due to be replaced. 12 GIVING YOU CONTROL

8 FLEET WARRANTIES OUR WARRANTIES ARE JUST MADE FOR YOU MORE SUPPORT WHEN YOU NEED IT To help keep you mobile, we can assist with contingency planning. We will: Authorise a replacement vehicle rental costing up to 50 plus VAT per day If you re planning to keep your fleet vehicles for longer than the period of the three-year New Vehicle Warranty, did you know that a Vauxhall Fleet Warranty can be tailored to your fleet s specific needs? The Fleet Warranty is adaptable based on mileage and length of term and is available for both cars and vans. It will cover the cost of covered mechanical and electrical repairs or components, including parts and labour, after the New Vehicle Warranty ends. It s peace of mind made easy. Provide a contribution for overnight accommodation or onward travel Provide up to 60 days European cover Whether your business is large or small, cash flow is ever important. A Fleet Warranty guarantees you known costs for the vehicle term, with no unexpected bills to spoil your budget forecasts. A WARRANTY TO HELP YOU GO FURTHER When the vehicles essential to the successful running of your business are working hard (and perhaps clocking up a higher than average mileage), a Vauxhall Fleet Warranty gives you the extra backup and support you need. Depending on your requirements, the Warranty can be arranged for up to five years/150,000 miles on cars and vans. Available for both passenger and commercial vehicles, most mechanical or electrical parts fitted to the vehicle are included in the Warranty with no excess or hidden extras to pay for. For key information, see page WARRANTIES FOR THE FULL TERM

9 FLEET SERVICE PLANS EASY, FLEXIBLE SERVICING Our Fleet Service Plans are all about offering you and your business worry-free motoring. It s an easy way to fix your regular servicing costs over your chosen period of time. AFFORDABLE There s no premium for choosing a Service Plan. You can lock in the standard parts pricing and labour rate today. And because prices are fixed for the duration of the Plan, they re inflation-proof. COMPREHENSIVE The routine maintenance for your vehicles is covered, in line with our recommended servicing schedules. Genuine Vauxhall parts are included in the price, as is the labour of our experienced, Vauxhall-trained technicians. All this and a full Vauxhall service history for each vehicle will help to protect the future value of your fleet. CONVENIENT EASY TO MANAGE Cost and convenience aren t the only significant savings, the Plans also offer reduced administration. An easy set-up and a single payment mean your business is free from on-the-day approvals and credit card payments with every vehicle s service. Fixed costs, reduced admin and flexible arrangements mean it s not surprising that Fleet Service Plans are popular with many fleet customers. WHAT S ON OFFER A Service Plan with us makes a lot of sense, delivering many valuable benefits: Bespoke pricing by model and engine, using genuine Vauxhall parts Servicing available across the entire Vauxhall range, including commercial vehicles Inclusion of all items required by the recommended servicing schedule for your vehicle, enabling the service book to be stamped. We will also inform you of any other safety or advisory items that our experienced technicians identify Anything not included in your vehicle s recommended servicing schedule isn t part of your Plan for example, any extra maintenance work, adjustments, and wear-and-tear items such as brakes, tyres and exhausts. To support your mobile fleet, the Fleet Service Plans aren t locked in to one site. Your servicing can take place across our network of Retailers, so if your driver happens to be 200 miles away when their vehicle s service is due, they can visit a site local to them. Our Service4Fleet Promise, detailed on page 4, applies here, too. For key information, see page EASY, FLEXIBLE SERVICING

10 SMR+ OUR NEW SMR+ PACKAGE ALL-INCLUSIVE AFTERSALES CARE BOOKINGS HAVE NEVER BEEN EASIER Our concierge-style service will take the hassle and administration time out of arranging your maintenance work. A personal call to advise a service is due Bookings made on your behalf, just give a preferred date and location and we ll arrange it SMR+ is our most comprehensive Fleet Aftersales package with additional benefits over and above your standard Service or Maintenance contract. Retailers notified of SMR+ package, meaning no policy numbers or programme names need be remembered (or known) nor invoices paid by the driver Service All routine services as recommended in our servicing schedules are included in the package. SMR+ includes all the benefits of a Fleet Service Plan (see page 16), plus the additional recommended items, such as brake fluid changes and MOTs, are also built in. Maintenance The maintenance of wear and tear items is covered too. Genuine parts are used to replace brake discs, pads, clutches, wiper blades and other standard parts as they wear. Rep air Electrical and mechanical warranty work is included. See page 14 for further details. Giving you freedom to visit any Vauxhall Retailer with SMR+ ensures that when you need the assistance, our network of fully trained technicians are on hand to assist. We guarantee that genuine Vauxhall parts will be used in all work to keep your fleet operating as it was built, and that full Vauxhall service and repair history can help to protect the value of your fleet in the future. THE BIG PLUS All the extras that give your fleet complete Aftersales care are included with an SMR+ Package: Scheduled servicing and MOTs, including Class 7 MOTs Wear and tear item replacements Electrical and mechanical warranty with European cover Car hire allowance Onward travel assistance or overnight accommodation contribution Vauxhall Roadside Assistance, including Roadside, Home Service, Recovery, Onward Mobility and European Cover Unlimited claims liability up to the original price of the vehicle Interest-free monthly Direct Debit payment option, which can include the costs of any additional items purchased at any Vauxhall Retailer For key information, see page BESPOKE SMR COVER

11 YOUR QUESTIONS ANSWERED What does the Policy/Plan/Package include? How do I sign up and pay? How do I know the Vauxhall Retailer has registered my vehicle? Can the pre-agreed mileage or time limit be changed during the life of the vehicle? What happens if the driver covers more miles than specified in the contract? What if the vehicle is sold or written off? Are there any restrictions on the number of claims allowed? Are there any restrictions on the number of brake pads or discs allowed under the SMR+ Package? When my vehicle is off the road awaiting a Fleet Warranty Repair, what if I need a specific vehicle such as a Movano? Will I be offered a Corsa? FLEET WARRANTY FLEET SERVICE PLAN SMR+ The Policy includes the repair or replacement of many mechanical and electrical items due to sudden mechanical or electrical failure, with a few exceptions. The Vauxhall Fleet/B2B Sales Manager will arrange for the vehicles to be registered with a Fleet Warranty with the supplying Retailer. Costs are to be paid up front so the supplying Retailer will invoice you the costs of the Policy along with the vehicle cost. You will receive an confirming the details of the Policy and the full terms and conditions. The Plan includes scheduled servicing including additional items such as brake fluid and cam belts. The Vauxhall Fleet/B2B Sales Manager will arrange for the vehicles to be registered with a Fleet Service Plan with the supplying Retailer. Costs are to be paid up front so the supplying Retailer will invoice you the costs of the Plan along with the vehicle cost. You will receive an confirming the details of the Plan and the full terms and conditions. SMR+ includes repair or replacement of many mechanical and electrical items; scheduled servicing including additional items such as brake fluid and cam belts; replacement of wear and tear parts including brake pads, discs and clutches; and Vauxhall Assistance breakdown and recovery cover. The Vauxhall Fleet/B2B Sales Manager will arrange for the vehicles to be registered with an SMR+ Package with the supplying Retailer. If costs are to be paid up front the supplying Retailer will invoice you the costs of the Package along with the vehicle cost. If the Package is to be paid monthly you will sign a DD mandate. You will receive an confirming the details of the Package and the full terms and conditions. No, the correct Policy must be chosen at the time of vehicle ordering. No, the correct Plan must be chosen at the time of vehicle ordering. No, the correct Package must be chosen at the time of vehicle ordering. The contract is, for example, for either 4 years or 120,000 miles whichever comes first. So when the 120,000 miles is reached the cover will come to an end. If a vehicle is sold whilst the Policy is still active it can be transferred to the new owner. There is a 25 admin fee for this. If the vehicle is written off there is no surrender or refund value. There is no limit to the amount of claims, however the value of the total claims cannot exceed the price you paid for the vehicle. N/A If your business requires a specific hire vehicle that the Vauxhall Retailer cannot provide, then you are free to choose to hire any vehicle. You will just need to retain the invoice and send it to the Warranty Administrator for reimbursement. Maximum of 50 a day (inc VAT) for a maximum of 10 days. The contract is, for example, for either 3 years or 60,000 miles whichever comes first. So when the 60,000 miles is reached the last service will be carried out and the Plan will come to an end. If a vehicle is sold whilst the Plan is still active, it will be transferred to the new owner. If a vehicle is written off whilst the Plan is still active a refund of the recoverable funds can be given. There is a 25 admin fee for this. The amount of services that can be claimed is fixed and agreed at the point of sale. This follows the Vauxhall Service Schedule. N/A Hire vehicles are not included in the Fleet Service Plan. Are wiper blades and bulbs included? Wiper blades and bulbs are excluded. Wiper blades and bulbs are excluded. What roadside assistance is provided? The Fleet Warranty does not include roadside assistance. The Fleet Service Plan does not include roadside assistance. The contract is, for example, for either 3 years or 60,000 miles whichever comes first. So when the 60,000 miles is reached the last service will be carried out and the Package will come to an end. Note If you are paying by DD you will still be liable to pay for the duration of the agreed term. If a vehicle is sold whilst the Package is still active, it will be transferred to the new owner. If a vehicle is written off whilst the Package is still active a refund of the recoverable funds can be given. There is a 25 admin fee for this. The warranty and maintenance part of the Package has no limit to the amount of claims, however the value cannot exceed the price you paid for the vehicle. The amount of services that can be claimed is fixed and agreed at the point of sale. The Package covers fair wear and tear and so brake pads and discs will be replaced providing the vehicle has covered at least 20,000 miles on the existing set. If your business requires a specific hire vehicle that the Vauxhall Retailer cannot provide, then you are free to choose to hire any vehicle. You will just need to retain the invoice and send it to the Warranty Administrator for reimbursement. Maximum of 50 a day (inc VAT) for a maximum of 10 days. Wiper blades and standard exterior bulbs are included. Xenon/LED bulbs are excluded. Interior bulbs are excluded. SMR+ includes full Vauxhall Assistance for the contract term. Administered by The AA, it provides roadside assistance, home start, recovery, onward mobility and European cover for up to 60 days per calendar year. How do I sign up for Service4Fleet? Your Sales Manager will discuss how to register. It is quick and easy with just a few questions and one form to complete. How do I sign up for Service Central Billing? Your Sales Manager will discuss how to register. It is quick and easy with just a few questions and one form to complete. For key information, see page YOUR QUESTIONS ANSWERED

12 KEY INFORMATION FLEET WARRANTY FLEET SERVICE PLAN SMR+ GENERAL INFORMATION, APPLICABLE TO ALL: Administrator Mondial Assistance (UK) EMaC Ltd ifleet Ltd and Mondial Assistance (UK) What s included Important information Replacement or repair of many mechanical and electrical factory-fitted items with a few exceptions. Use of genuine Vauxhall parts. Vauxhall-trained technicians. All work completed at a Vauxhall Authorised Repairer. Hire vehicle or overnight accommodation if the vehicle is off the road. Terms and conditions apply. Policies are to be paid up front at the time of vehicle purchase. There is no restriction on the number of claims allowed, but the maximum claim value is the price you paid for the vehicle. Excludes all VXR models and Movano 4x4 as well as all conversion-specific parts refer to the approved converter for assistance. Excludes any vehicle used for professional instruction, competitions, track days, racing, pacemaking, rallies or speed or duration tests or power testing, and any vehicle that is owned by a business formed for the purpose of selling or servicing motor vehicles or for hire or reward or by a driving school. Excludes scheduled service and maintenance items, wear and tear items, fluids and bodywork. Excludes catalytic converters on vehicles over 5 years or 60,000 miles. Policy only remains valid if servicing is carried out in accordance with Vauxhall s recommended servicing schedule. Some restrictions on area of cover across continental Europe. Terms and conditions apply. Policies have no surrender or refund value. Servicing as recommended in Vauxhall s service schedule. Includes additional items such as brake fluid, cam belts, pollen filters. Use of genuine Vauxhall parts. Vauxhall-trained technicians. All work completed at a Vauxhall Authorised Repairer. Plans are to be paid up front at the time of vehicle purchase. Excludes all VXR models. Excludes wear and tear items, tyres, glass and damage. If the vehicle is written off or stolen then any unspent funds can be transferred back to the customer by writing to the Administrator and paying a 25 admin fee. Warranty, scheduled servicing, MOTs, routine maintenance and Vauxhall Assistance: Replacement or repair of mechanical and electrical factory-fitted items. Servicing as recommended in Vauxhall s service schedule. Additional items such as brake fluid, cam belts, pollen filters and MOTs. Replacement of wear and tear parts with normal use, such as brake discs and pads, clutches and wiper blades. Vauxhall Assistance (provided by The AA) including roadside assistance, home start, recovery, onward mobility and European cover. Use of genuine Vauxhall parts. Vauxhall-trained technicians. All work completed at a Vauxhall Authorised Repairer. Hire vehicle or overnight accommodation if the vehicle is off the road. Packages can either be paid up front at the time of vehicle purchase or paid monthly for the term of the contract or a mixture of the two. Conditions and exclusions as per Fleet Warranty apply, as listed opposite. Excludes all VXR models and Movano 4x4 as well as all conversionspecific parts refer to the approved converter for assistance. Excludes tyres, glass and damage. Replacement of brake pads and discs are covered by the Package if at least 20,000 miles are completed on the existing set. If the vehicle is written off or stolen then any unspent funds can be transferred back to the customer by writing to the Administrator and paying a 25 admin fee. Only available on Vauxhall vehicles purchased via Vauxhall Fleet and B2B teams. Available on new Vauxhall vehicles, except exclusions listed. Work can only be undertaken at participating Vauxhall Authorised Repairers. The length of the cover (years/mileage) will be agreed at the point of vehicle purchase and is fixed for the duration of the cover. Cover is set to a vehicle age and mileage limit, whichever comes first. Cover will remain with the vehicle if you sell the vehicle. An admin fee will be payable. Upon purchase and vehicle registration, the supplying Retailer will register the Policy/Plan/Package with the appropriate supplier(s). They will send you confirmation via plus any supporting documents. You have the right to cancel within 14 days of registration. Full details of the cover and exclusions, including terms and conditions, may be provided upon request. 22 KEY INFORMATION

13 LT Every effort has been made to ensure that the contents of this publication were accurate and up-to-date at the time of going to press (March 2016). The Company reserves the right to alter and withdraw products from sale without notice. All rights reserved. No part of this publication may be reproduced in any form or by any means, without the prior written permission of General Motors UK Limited General Motors UK Limited Published March 2016 General Motors UK Limited, Luton LU1 3YT FLEET AFTERSALES There for you at every turn