2020.0.1.0 GB/EN

Coronavirus (COVID-19) update

Our customers, colleagues and communities are at the heart of everything we do. We want to reassure you we’re following government advice, and working responsibly with our Retailer network to support our customers.   

If you have a general enquiry or need urgent vehicle maintenance, many of our Retailers are still available via telephone and email to support you.

If you’re a key worker, as defined by the government, and need urgent vehicle maintenance please contact our Customer Service Centre on 0114 450 3248.

There’s lots of advice and answers to the most frequently asked questions below and if your question’s not answered you can email us directly here. If your query is urgent and you really need to speak to us direct, call 0800 049 7106. Please note, because we’re prioritising contact from keyworkers and those with urgent mobility requirements, and there are fewer staff available than normal, there may be a delay in response.

If your query is about finance, please visit https://customer.vwfs.co.uk/contact-us.html for advice. 

These are challenging times for everyone, but CUPRA will continue to work closely with all our partners and communities, so we can move forward together. Thank you for your understanding. 

FAQs

- AFTERSALES - 

Q: My car needs essential work. Where can I book in?
A: Our Retailers are working responsibly within our community and complying with the latest government advice on COVID-19. If you have a general enquiry or need urgent vehicle maintenance many of our Retailers are still available via telephone and email to support you. 

If you are a KEY WORKER, as defined by the government, and need urgent vehicle maintenance please contact our Customer Services Centre on 0114 450 3248. 

If your local Retailer is closed please contact our Customer Services Centre via email or social media  - details are available on our Contact us page - and they will locate your nearest open workshop to assist with your urgent requirements.

Q: Work on my vehicle is due, am I allowed to visit the Retailer or should I delay my booking?
A: If your vehicle is due any service, maintenance or repair work please contact your local Retailer to discuss their availability and whether work can be delayed. They may be able to help with collection and delivery so that you do not have to visit the site, and will of course be following Government's guidelines on social-distancing and self-isolation. If your local Retailer is closed, please contact our Customer Services Centre - details are available on our Contact us page.

Q: My car has a warning light showing – should I go to my usual Retailer?
A: If you have a red warning light or you are worried about safety, please stop using the vehicle immediately and contact your Roadside Assistance provider. Please check your handbook for details of what the fault light is indicating, and contact your local Retailer. If they can’t help due to reduced operating capacity, they’ll advise you on what to do. If your local Retailer is closed, please contact our Customer Services Centre - details are available on our Contact us page

Q: Is COVID-19 going to delay work being completed on my vehicle?
A: Many of our Retailers are still carrying out service and maintenance work, but with reduced capacity, meaning there are likely to be delays for some customers. But don’t worry, in many cases it’s fine to postpone. Please contact your local Retailer and they will let you know what work is essential and their availability. If your local Retailer is closed, please contact our Customer Services Centre - details are available on our Contact us page.   

Q: Are there any delays to parts deliveries?
A: Parts supply to our Retailers has been maintained so far, but if you’re concerned, please contact your Retailer and they’ll be able to let you know if there’s a problem. If your local Retailer is closed, please contact our Customer Services Centre - details are available on our Contact us page.   .

Q: Is it illegal to drive without an MOT if I can't get in anywhere to have one done?
A: The Government has confirmed that MOT due dates for cars, motorcycles and light vans will be extended by 6 months from 30 March 2020. We are following the latest advice here

Q: Which Retailers are closing and when is this happening?
A: All of our Retailers are observing the government's advice on self-isolation and social distancing. As a consequence, some Retailers have a limited capacity and are open for essential maintenance and repair work for key workers only. Please contact your local Retailer to check their availability.  .

Q: Why can I no longer book my service online?
A: We've had to temporarily remove this service so our Retailers can concentrate on essential maintenance for key workers. Please call your local Retailer directly to discuss their availability. Here's the link to find their contact details.

 

- FINANCE - 

Q: Can I get help with my VWFS finance payments or take a payment holiday?
A: We know these are worrying times. Please visit the VWFS website for advice on any finance related queries. 

Q: My car is due a service as part of my PCP contract. What should I do?
A: If your local Retailer can’t schedule your service work right now, don’t worry. Please contact your finance provider to discuss your specific situation. 

 


- HEALTH & SAFETY -

Q: What measures are Retailers taking to limit the spread of the virus and ensure the health of their customers and staff?
A: We appreciate your concern, but please be assured our Retailers are following government advice on protecting our customers, colleagues and communities. If you have a particular concern, please contact us here.

Q: I need to take my vehicle in for diagnosis but I'm concerned about face to face contact.
A: All our Retailers know how to reduce risks relating to COVID-19 and understand the importance of social-distancing and self-isolation. Please email or phone your local Retailer if your vehicle is due any service, maintenance or repair work. They’ll let you know whether the work can be delayed and they might be able to offer collection and delivery for example. Please support all our customers and colleagues by not visiting our sites if you think you might pose a health risk.

Q: Are you considering the impact on key workers who need to keep their vehicles running?
A: Yes we are. Many of our Retailers have committed to opening purely for essential maintenance and repairs for key workers and we’re doing all we can to support our customers.

 

 - SALES/DELIVERIES -

Q: Is COVID-19 going to delay my new vehicle delivery?
A: Due to our Retailer's new and used sales departments having to be closed until at least mid-April, as required under government guidelines, any planned deliveries and handovers during that period will unfortunately be delayed until they reopen. New vehicles ordered direct from the factory are also likely to take longer to be built than usual, as our factories and supply chains across Europe are currently closed to help slow the spread of COVID-19. Please be assured we are working with our factory teams to identify delayed orders, so your Retailer can let you know what’s happening with your individual vehicle. 

Q: Can I order a new vehicle at the moment?
A: Yes, many of our Retailers are still taking orders and would love to hear from you by email or phone. And of course you can still browse our full model range and configure your new vehicle here

Q: If my new vehicle order is late will this affect the price and tax and, if so, how?
A: The purchase price of your vehicle won’t change. But if your vehicle is registered after 31 March, it may be subject to an increase in VED (Vehicle Excise Duty) because these rates are due to go up on 1 April.  .

Q: I am a Motability Customer, how am I affected through this period?
A: Motability is extending any customer leases which are about to end by six months. There's plenty of information on their website and details of how to contact them if you have further questions.

 

- WARRANTIES- 

Q: If the work is not done during warranty because my Retailer can’t fit it in what happens?

A: Any issues that would normally be covered by your warranty will still be covered provided you have reported the fault to your Retailer within the warranty period. If your Retailer is closed due to COVID-19 and so you cannot report the fault, please contact the Customer Services Centre, writing 'WARRANTY CLAIM' and your REGISTRATION NUMBER in your message: they will record your notification and give you a reference number which can be passed to your repairing Retailer when they reopen to accept bookings. However, please note, existing warranty periods will not be extended.

Q: I am due to have my vehicle serviced but am self-isolating. If I miss my scheduled service does this invalidate my warranty?
A: If a service has not been carried out on time due to COVID-19-related restrictions, and there is a consequential warranty claim connected to the late service, then a decision on the claim will be made by our Retailer network on a case-by-case basis. A late service does not automatically invalidate your vehicle’s warranty, but what’s most important is to get the service done as soon as you can in a Volkswagen Group Retailer once it’s safe for you to leave the house, in line with government advice.