CORONAVIRUS UPDATE FOR CUSTOMERS
Last Updated 1st April 2020
Whether you want to find out more about your new, replacement car options, have queries about a pending delivery or want to speak to us about your current car – we’re here to help.
All we would ask is that, as many of our office staff are now temporarily working from home, response times may be slightly longer than usual however we will respond to any query that you may have.
We are sure that things will change over the coming weeks, hopefully for the better, so we’ll keep this information up to date whenever anything changes.
Here are some of the most common questions regarding the current situation and the answers to each of them:
I already have a new order placed – how will the delivery be affected?
Current deliveries are suspended as our agents are following Government guidelines and not making non - essential journeys. (Please contact us if your vehicle is required as part of current ‘essential user’ activities.)
As this situation relaxes, we will be in touch with you to arrange delivery of your vehicle as soon as a slot becomes available.
Most car manufacturers have temporarily suspended production of their vehicles. Some are intending to recommence production within a matter of weeks (check the media for precise details on the different manufacturers) so projected lead times will increase accordingly.
What happens with my current vehicle?
If you have a TCH Salsa vehicle, you are free to use it until such time as we can deliver your new one. Your monthly deduction by your employer will not change and you will get a pro rata increase in your mileage allowance.
The insurance on your current vehicle is automatically extended for up to 6 months depending on how quickly we can get your new car to you.
Can I still place an order for a new car?
Yes, our website will still be able to produce quotations from which you may commence the ordering process. If your employer has the means to countersign your paperwork for your new order, we can still place it with our dealers so that it is already in place when production re-commences, and any delay to delivery will be minimised.
Manual quotes will still be available on any vehicle where the website states ‘Live quote unavailable’ – just email email@example.com with the specification of the vehicle you require and we will do the rest!
We are in continuous contact with all our network vehicle dealerships and manufacturers and as you can imagine the situation changes from day to day but we will endeavour to get the most accurate information on delivery estimates for you at all times.
I already have a TCH Salsa vehicle
What happens if I have a vehicle and I am temporarily on a reduced salary – can my payments be suspended?
As the deductions for your vehicle come from your salary you should contact your employer regarding this. As you are getting continued use of the vehicle, even under the current restrictions, your employer will still be paying for it.
However – if, as a result of restricted use of the vehicle, your actual mileage covered is projected to be a lot less than the contracted mileage, then at a later date, on request, it may be possible for us to recalculate and lower your monthly deductions. We will only know what mileage to base any re-calculation on once this period of restricted use has passed.
Is there any change to the services available to keep my car running?
Car servicing – many providers have closed their doors to all but ‘essential use’ drivers. If you need to book your car in for a service, then please contact us in the normal manner by calling TCH Assist on 0333 800 1451 and we will speak to you about your options.
More information can be found here - http://www.tchsalsa.co.uk/driver-support
What happens if my car breaks down?
Our current provider, the AA is still attending breakdowns in the normal manner. Again, refer to the TCH Salsa Driver Guide which is downloadable from the web page link shown above.
What about MOT’s?
The Government has announced that any vehicle currently requiring an MOT will not have to have this carried out for up to 6 months beyond its due date. However as soon as MOTs become more readily available please contact us to arrange this.
What if I have an accident?
If you are involved in an accident in your vehicle then please follow the normal process by calling TCH Assist as stated in the driver guide.
FOR ANY QUERIES ON ANY OF THE SERVICES PROVIDED BY TCH SALSA PLEASE USE THE FOLLOWING METHODS:
EMAIL – firstname.lastname@example.org
GENERAL TELEPHONE – 0114 257 4200 and choose the option you require
TCH ASSIST – 0333 800 1451