Bell Fleet has recently introduced a new policy when towing their fleet vehicles. In the past there was no limit in terms of how far a vehicle could be towed, but this has now changed.
Bell Fleet has instructed Club Auto not to provide any tow longer than 25 kilometers unless authorized by Bell Fleet’s customer service center.
Club Auto will be obtaining approval for any tows longer than 25 kilometers before dispatching the call out to the CAA clubs. If the initial tow destination indicated in the call is more than 25 kilometers away from the breakdown location, the CAA clubs do not need to call for authorization, and can provide service as requested in the dispatch.
We are sharing this information with the CAA clubs as there will be scenarios where the customer requests a change in tow destination, or cases where the initial service turns in to a tow (boost did not work, etc). In these cases, please instruct your contractors or service providers to have their dispatcher call Club Auto so that we can seek authorization from the Bell Fleet customer service center.
Friday, October 10, 2008
Wednesday, October 8, 2008
Ford Grace Calls
September 23, 2008
As you may know, Ford of Canada used to offer a “grace call” to Ford customers who needed roadside assistance after their base warranty coverage had expired due to time or mileage.
Effective July 1, 2008, Ford has stopped offering this unofficial benefit to their customers.
As such, Ford of Canada has requested that we become more diligent in ensuring that customers are within the time and mileage limits before service is rendered. Club Auto has instructed our call centre personnel accordingly. We also need the co-operation of CAA service providers in the field. There will be cases where a Ford customer either does not know or deliberately mis-states their current odometer reading.
For calls that are dispatched under the 508 client code, we are asking each of the CAA club dispatch centres to remind their service providers to verify the odometer reading before providing service. If a vehicle is above the base warranty odometer limit listed below, the service provider should refuse service and instruct the customer to call Ford Roadside Assistance for further options.
The following are the warranty terms and odometer limits for vehicles in the Ford program:
2002 and 2003 model year cars and Windstars – 5 years or 100,000 kilometers, whichever occurs first
2002 and 2003 model year trucks – 3 years or 60,000 kilometers, whichever occurs first
2004 to 2006 model year – all vehicles covered for 3 years or 60,000 kilometers, whichever occurs first
2007 to 2009 model year – all vehicles covered for 5 years or 100,000 kilometers, whichever occurs first
F650, F750 and LCF (low cab forward) vehicles are covered for 24 months and unlimited kilometers for all model years.
Again, this only applies to the 508 client code – Ford Base Warranty. This does not apply to the other Ford programs – 518 Ford Renewals and 528 Ford Extended Service Plan.
As you may know, Ford of Canada used to offer a “grace call” to Ford customers who needed roadside assistance after their base warranty coverage had expired due to time or mileage.
Effective July 1, 2008, Ford has stopped offering this unofficial benefit to their customers.
As such, Ford of Canada has requested that we become more diligent in ensuring that customers are within the time and mileage limits before service is rendered. Club Auto has instructed our call centre personnel accordingly. We also need the co-operation of CAA service providers in the field. There will be cases where a Ford customer either does not know or deliberately mis-states their current odometer reading.
For calls that are dispatched under the 508 client code, we are asking each of the CAA club dispatch centres to remind their service providers to verify the odometer reading before providing service. If a vehicle is above the base warranty odometer limit listed below, the service provider should refuse service and instruct the customer to call Ford Roadside Assistance for further options.
The following are the warranty terms and odometer limits for vehicles in the Ford program:
2002 and 2003 model year cars and Windstars – 5 years or 100,000 kilometers, whichever occurs first
2002 and 2003 model year trucks – 3 years or 60,000 kilometers, whichever occurs first
2004 to 2006 model year – all vehicles covered for 3 years or 60,000 kilometers, whichever occurs first
2007 to 2009 model year – all vehicles covered for 5 years or 100,000 kilometers, whichever occurs first
F650, F750 and LCF (low cab forward) vehicles are covered for 24 months and unlimited kilometers for all model years.
Again, this only applies to the 508 client code – Ford Base Warranty. This does not apply to the other Ford programs – 518 Ford Renewals and 528 Ford Extended Service Plan.
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