COVID-19 Update
Keeping our customers, drivers and employees safe continues to be our top priority. Here’s an update on what we’re doing to support our drivers and employees in the current environment.
Our team are currently trialling a hybrid working pattern between home and office, and continue to deliver our ‘business as usual’ support. Our response times to email and calls may still be slightly longer as we are experiencing a high volume of enquiries so please do be patient with us. If you are classed as a key worker, please let us know so we can prioritise you wherever possible.
Here is some guidance to cover some of the key FAQs:
Are car manufacturer factories now open?
Yes, all factories have re-opened in line with Government advice and COVID-19 safety guidelines. However, with most manufacturer’s being closed earlier in 2020, there is a small production backlog and some factories have also reduced production due to staff COVID sickness. This means that lead times are likely to be extended on some factory build vehicles. These lead times may also be further affected by the current global semiconductor shortage that most manufacturers are currently experiencing. As an alternative to a factory build car, we do remain able to offer ‘stock car’ vehicles for salary sacrifice car schemes which have a shorter lead time.
Are all car dealerships open?
Yes, all dealership back offices are now open to place orders and arrange contactless deliveries as per our normal process.
I have a Tusker car
If you are currently in a Tusker car, you can still contact us in the usual way through our driver line, by email or by logging onto the website and using some of our self-serve services. For any questions, please remember to refer to your driver guide or to look through the comprehensive FAQs on our website.
What happens if I breakdown?
The RAC have confirmed that their roadside service is operating as normal. Their response times may be slightly longer as their priority for rescue will be the key workers highlighted by the government. For more information about how they’re protecting the well-being of their employees and customers, please click here.
What happens if I need a replacement tyre?
Our replacement tyres are with Kwik Fit whose network remains open and available for business. Their response to COVID-19 can be found here.
My car is due an MOT – can I still book it in to a garage?
Yes, you must continue to have your MOT completed. Simply contact the Tusker booking team in the normal way.
Can I still book my car in for a repair or service?
We are committed to keep our drivers safe and mobile. Our service and repair network remains operational. Some garages are restricting certain services such as valeting, collection and delivery so we kindly ask that if your car is due into a garage for any emergency repairs or service, you clean your car beforehand if possible.
In some instances booking and working capacities may be affected so depending on what is required, it may take longer for repairs to take place, or to get parts for any repairs. Our Maintenance team will keep you updated with progress along the way.
My car is due to be collected – will this still go ahead due to COVID-19?
We are still able to arrange collections although they will now be contactless. There may be some cases where we need to delay a collection due to COVID-19 but if you are affected by this, our team will contact you.
What happens if I have an accident?
Our accident management company, FMG are working remotely to support you and the majority of our repair network remains open. It may mean that any parts required may take longer to source and therefore your car may need to stay in the garage for a longer period. Please check here for the latest updates.
My Tusker car is on order
Unless a car is ordered from stock, we do expect to see some delivery delays with the cars we have on order depending on what stage they are in the order process and which country the vehicle is imported from.
When your car is ready to be delivered, a contactless delivery to you will be arranged to ensure safety at all times. We would then ask you to inspect your car and contact us within 48 hours if there are any issues with the condition of the car.
For drivers who are replacing their current Tusker car, there will likely be instances where we’re unable to deliver your old car and collect your new car on the same day (depending on the dealership) but the collection will be arranged as soon as possible after the delivery.
I want to place a new order
We are open as usual and you can still order a car through our website. If you need a car quickly, please visit the cars on our stock page. We continue to work hard with all manufacturers and dealers to secure larger volumes of stock cars in order to help employees ordering a Tusker car, to take delivery of their vehicle more quickly.
If you need any help or advice on placing an order or what car to choose you can contact our Employee Engagement team by emailing EETeam@ss4c.com or by phone on 0333 400 7431.
For more information
If you have any further queries please do not hesitate to contact us on 0333 400 2020 or by email at customerservices@ss4c.com.