COVID - 19: CUSTOMER FAQS
As most of our customers will now be aware, all Hendy Group retailers are now closed until further notice. You can read the full news article from our Chief Executive here.
During this period, we are operating with a skeleton team at key service operations to ensure that we can support key workers with vehicle servicing and repair requirements. We will be continuing to support those who wish to purchase a used vehicle by enabling people to reserve a vehicle online until we re-open.
We are currently operating a core team of digital advisors who will endeavour to answer any questions that you may have via live chat, social media and our online contact request form, or alternatively please see some of our most frequently asked questions below.
Frequently asked questions:
I am worried about making the monthly payments for my vehicle, how can you help? I can't afford it anymore.
I am unable to bring my vehicle to you for a service at the moment - I am worried that I may invalidate my warranty?
There is a usual grace period that the service must be completed within. We are awaiting confirmation from our Brand Partners but would imagine if you are unable to complete the service within that "window" that your warranty would not be affected, providing you complete it at the first possible opportunity. Please monitor our social sites for updates.
I am a key worker and my vehicle requires an urgent repair, how can I get it booked in for someone to look at?
We are operating a skeletal team at four key service operations; Horsham, Poole, Portsmouth and Chandler's Ford which will do their best to assist with all emergency repairs. Please note that warranty repairs must be completed at the appropriate dealership, so may not always be dealt with during this period. Please reach out to us via our website contact form, live chat, or social media and we will do our best to accommodate any urgent repairs.
Can I still a reserve a used vehicle online? How long will it be reserved for?
Our usual online reservation tool is available for use and will reserve a vehicle until we are able to re-open. Our usual 3 day reservation policy does not apply, and any vehicle reserved during this period will be honoured until we re-open. Please reach out to use on live chat or social media if you have any questions.
When has my MOT been extended to?
The Government extension to MOT expiry dates only applies to MOT Tests due on or after 30th March 2020 and is this is being extended on a rolling basis until the extension process is ceased.
If your test was dues prior to 30th March 2020, it will NOT be extended and your vehicle will still require an MOT test to be legal on the road.
To check your MOT expiry date, visit https://www.gov.uk/check-mot-history - you should ensure your expiry date has been extended on this site, it is expected this will be done 7 days prior to the due date.
If you vehicle does need an MOT test, our centres at Horsham, Portsmouth, Chandlers Ford and Poole can complete this for you, simply contact us via live chat. You can find details and advice on MOT extensions for vehicles due an MOT on or after 30th March here - GOV.UK
My insurance is due to change over on collection of a new vehicle, what do I do?
You should not arrange for your insurance to change until you have a confirmed collection date for your new vehicle.
Can I contact the dealership regarding a new/used vehicle purchase?
You can reach out to our core central team via live chat, social media, or our website who will be able to assist with any enquiries. We currently only have a limited team working, so we would ask you to be patient.
If I have a problem now whilst under warranty and we don't reopen until after my warranty has expired, is it covered?
We recommend that you email us your concern to evidence the time that you reported it to us, we will then work in conjunction with you to evidence this when we can look at your vehicle and make representations to our Brand Partner on your behalf.
Can I still order parts from you?
We are not currently taking normal parts orders, however if you are a key worker and require a part to keep your vehicle on the road, please do contact us and we will do our best to assist.
I was due to collect my new car from you whilst you are closed, what happens next?
What happens next will depend whether your vehicle has arrived at one of our dealerships yet. A member of our team will be in touch to advise what happens next in your specific circumstances.