COVID-19 Service, Repair & Warranty FAQ

Tuesday, 5 January 2021

At Todds, safeguarding our customers and colleagues is always our number one priority.  The COVID-19 situation is evolving, and we are aiming to keep you informed throughout this process.  You will find below a series of frequently asked questions that we hope will give you the answers to any queries you may have and provide you with some reassurance on the steps that we are taking.  

We will update this page as information changes. 

Have your opening hours changed?

The NI Executive announced on Thursday 17th December the plans for restrictions over a 6-week period commencing on Saturday 26th December until Friday 5thFebruary with a review after 4 weeks.        

This announcement requires car showrooms to physically close but our workshops and aftersales facilities remain open. Our Sales Teams are operating remotely to take your calls and enquiries, and are permitted to operate a safe offsite handover facility in a designated location.        

Our Service and Parts departments are allowed to remain open as an essential service and can continue to carry out any bookings and appointments already in place, therefore if you have a booking there is no need to cancel or rearrange.  

Remote Sales Team & Workshop Opening Hours:  

Monday 9AM-5:30PM
Tuesday 9AM-5:30PM
Wednesday 9AM-5:30PM
Thursday 9AM-5:30PM
Friday 9AM-4:30PM
Saturday CLOSED
Sunday CLOSED

 

Can I arrive without an appointment for servicing or parts?

Whilst our showroom are open for aftersales business, to avoid disappointment and extended waiting times we would advise making an appointment.   

The welfare and safety of our customers and colleagues remains a priority; making an appointment in advance will assist us to manage the number of customers in the waiting area to adhere to social distancing rules.  

We ask that customers phone the dealership or use the ‘Contact us’ section in advance. Our Customer Service teams will agree a suitable time and confirm your appointment via email.   

 

I need my car serviced what should I do?

Please contact us either by phone or email in the first instance to make an appointment.     

The welfare and safety of our customers and colleagues remains a priority; making an appointment in advance will assist with us to manage the number of customers in the showroom to adhere to social distancing rules.  

 

How will you contact me prior to my service?

To help us make your visit as efficient as possible time during your service appointment, we will call you 24 – 48 hours in advance.     

 It is important that this call takes place with the individual who is leaving the car in for the appointment.    

 During this call our Service Advisers will cover the following areas:    

  • Advise you of the individual who will be taking care of your vehicle whilst in our dealership  
  • Confirm your appointment details and the work required  
  • Provide and confirm with you the appointment time   
  • Provide a quote for the repair or service maintenance  
  • Discuss contactless payment methods (If required)  

 

Can I still get a loan car if my car is in for service?

Unfortunately, we are unable to offer loan cars during this time. However, for existing customers & front line workers we may on occasions be in a position of offering a replacement loan car, should your vehicle be off the road overnight.  We therefore recommend that you make suitable onward travel arrangements prior to leaving your car off for a service or repair.   

 

Will you be able to offer lifts and onward transport when my car is in for service?

All business has social distancing measures in place to protect both our customers and colleagues. As a result, this has a knock-on effect on our ability to offer onward transport and can no longer offer this service.

 

How will you test my vehicle for a diagnostic or technical issue?

In order for our technicians to fully understand an issue they need to test drive it to replicate the fault.     

Such road-tests will now take place without you accompanying our technician in the car.   

To help us to understand your issue better when you are booking the car in for a repair our service teams will try and establish exactly when the fault happens and what if anything, we can do to replicate the fault on our own.   

You may also be required to complete a diagnostic questionnaire or take a technical pre-plan call prior to your appointment which we will send to you.     

We may request that you send a short audio or video clip of the fault, if it is safe to do so, and this may help us to identify any parts that may be required prior to your visit.

 

Will my vehicle still be washed and cleaned when in for service or repair?

We have temporarily suspended the complimentary service wash and vac, but we will be sanitising the main interior and exterior contact points of your vehicle upon receiving it into the workshop and again before handover. 

 

Is there a guide or more information for visiting the workshop?

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