We here at Suzuki are fully committed to providing good service to you, our valued customers. We understand that during these unprecedented times, there is a significant amount of anxiety and uncertainty.
To help you decipher legislation and determine how we can help at this time, we have assembled a list of answers to frequently asked questions about Suzuki trading during the lockdown and level 4 restrictions.
The below questions have been asked by our Suzuki audience and we have compiled answers for you.
Can I have my car serviced during lockdown level 4?
Only vehicles that are past due or due for their routine service are allowed. Routine service intervals can be determined according to mileage, time-intervals, or recommendations from the onboard computer. Vehicles can not be taken in for a service before they are due for their service unless they require repairs. It is very important to note that all car maintenance and repairs are to be booked in advance as this will happen by appointment only.
What happens if I have a vehicle emergency?
Unsolicited walk-ins will only be allowed under exceptional and emergency circumstances and a full record of each such instance will be kept in writing at the premises of the business for a period of 3 months after the state of disaster has been lifted.
Are there any restrictions regarding where I can choose to service my car?
Car owners are to maintain or service their cars within their own municipal boundaries unless in case of extraordinary circumstances.
What happens if I missed my service during the lockdown?
Anybody who has missed a service due to lockdown should note that Suzuki will grant service plan holders an additional one month leniency on the normal 21 day grace period for car services. All warranties will remain intact, as if you had serviced within the lockdown period.
My car broke down during lockdown, what steps should I take now?
Any vehicle that broke down during lockdown can now be taken to a dealership for repair. If you called Suzuki roadside assistance or the AA to tow your car to your house during lockdown then you may now get your vehicle moved to your dealer for repairs.
At any time, during any stage of lockdown you can call Suzuki Roadside Assistance or the AA to tow your car or assist you with emergency roadside assistance. The number to call is 086 163 8979.
To get all the details regarding Suzuki Roadside Assistance and understand what is offered to Suzuki Customers by this service, download the Suzuki Roadside Assistance Guide here.
I see that emergency vehicle repairs are allowed. What exactly is covered by this?
The following categories are classified as emergency automobile repairs for passenger cars, LCVs, MCVs, HCVs, and motorcycles:
1. repairs on essential services vehicles [ambulances, police vehicles, essential service trucks for delivery of food and other essential items, other Gov. vehicles, etc];
2. repairs required to restore a vehicle safety and roadworthiness to good running condition.
Are there any restrictions for servicing cars and maintenance?
The following categories are NOT classified as emergency automobile repairs and are not allowed to take place during lockdown level 4.
1. cosmetic repairs, such as minor scratches and dents or cosmetic enhancements;
2. voluntary or routine servicing that is NOT overdue in terms of manufacturer’s service intervals;
3. warranty campaigns of a cosmetic nature unless warranty is due to expire within 30 days of intended repair date.
Can I buy a car during lockdown level 4?
Dealerships will be opening for business in a staggered manner, meaning that limited staff will return at first, with an increase in staff over time. Car sales will be allowed under strict directives and circumstances and the delivery of vehicles will start out by being restricted to home deliveries only.
We have received a large number of inquiries about what services will be provided under lockdown and under alert level 4 of lockdown. The following information should provide some clarity on the matter.
Can I trade in my vehicle during lockdown level 4?
You can trade in your vehicle at a Suzuki dealer as long as you make an appointment to visit the dealer and adhere to the strict hygiene regulations mentioned above.
Can I test drive a car during lockdown level 4?
Test driving of vehicles is allowed as long as certain rules and regulations are adhered to. The most important rules and regulations are listed below:
1. Test drives are allowed by appointment only, contact your dealer to book a test drive and they will schedule an appointment.
2. Vehicles will be sanitised before each test drive to ensure the health and safety of the public.
3. Everybody who visits the dealership must wear a cloth mask or homemade face covering, their temperature will be taken and a visitors’ log will be recorded at the dealership.
4. From 13 - 25 May, no vehicle test drives may be done on site, thereafter arrangements can be made to test drive vehicles on site.
Can I pop in to a dealership without an appointment?
No, visits to the dealership for service,maintenance, parts, test drives or to buy a car must be booked in advance. We recommend that you contact your dealer and make an appointment - you can make an appointment online.
Are there any restrictions of movement when I visit the dealership?
Members of the public will not be allowed, under any circumstances, to enter the workshop environment. These workspaces will exclusively be reserved for technical and support staff.
What hygiene standards have been put in place at dealerships?
Sanitisation procedures at all Suzuki dealerships will be applied to meet South African government regulations as well as Suzuki’s own health and safety regulations as we value the safety and health of the public and wish to ensure that any visit to the dealership is safe for the public and for our staff.
This includes but is not limited to the following:
A. maintaining social distancing protocols at all times;
B. ensuring that all staff and customers wear a cloth face mask or a home-made item that covers the nose and mouth and not allowing any customer access to a dealership, used car outlet or auction without a face mask;
C. not allowing an employee who is sick or who has COVID-19 symptoms to work;
D. mandatory screening of all employees when they arrive for work on a daily basis;
E. mandatory signing of a register by all visitors and customers to all sites; and
F. not permitting children access to dealerships and used car outlets under Alert Level 4.
Are there any best practices for taking care of my car during the lockdown?
To care for your car during lockdown, or while working from home, start your vehicle each week and check if your battery needs charging, ensure there are no leaks from your vehicle while it’s standing (place a clean newspaper under your vehicle regularly to check this), and check your vehicle has sufficient oil and lubricants before starting up again after lockdown.
I heard that Suzuki dealerships are opening in a staggered manner, how will this work?
Phase 1 (13 May - 23 May) Phase 2 (25 May - 6 June) Phase 3 (8 June - Level 4 lifted
Staff Deployment 30% 60% 100%
Test Drives Appointment only, perhaps home appointment with sanitised cars On-site by appointment only under strict hygiene regulations and sanitised cars On-site by appointment only under strict hygiene regulations and sanitised cars
Car Sales Remotely: Majority Online and Telephone. Absolute minimum personal contact, strict hygiene regulations Limited amount of customers in dealer. Strict hygiene regulations. Remote sales preferred. Customer on-site contact is allowed (Walk-ins) under strict hygiene regulations, but kept to a minimum. Remote sales encouraged
Home delivery only, full sanitisation of vehicles On site permitted under strict hygiene regulations. Option of home delivery On site permitted under strict hygiene regulations. Option of home delivery
Emergency Automobile Repairs Repairs on essential services cars, keeping vehicles in roadworthy and good running condition and servicing of vehicles due or overdue by OEM specification Repairs on essential services cars, keeping vehicles in roadworthy and good running condition and servicing of vehicles due or overdue by OEM specification Repairs on essential services cars, keeping vehicles in roadworthy and good running condition and servicing of vehicles due or overdue by OEM specification
All phases will employ strict mandatory hygiene and social distancing protocols. All visitors and customers to all sites will be expected to sign a mandatory register.
We hope this information provides some clarity, and answers any questions you may have.
For information you can get in touch via our website, or contact the Suzuki Customer Care team via the Customer Care page on the suzukiauto.co.za website, and through interactions on our Suzuki SA Facebook page.