Porsche Approved Warranty Policy booklet

Porsche Approved Warranty
Policy booklet
Porsche Approved Warranty Certificate
VIN:
Mileage:
Valid as from:
Month
Year
Day
Month
Year
Day
Month
Year
Valid until:
Day
Contract date:
No. Porsche Partner:
Vehicle accepted according to contract
Vehicle papers and original maintenance booklet received
The warranty conditions printed in this booklet are acknowledged
Porsche Centre Stamp
Signature Customer
Signature Porsche Partner
Contents
Date
Day
Month
Introduction 4
Definitions 5
What is covered?
6
What is not covered? 6
Examples of wear and tear items
7
General terms and conditions
8
How to renew Your Policy 10
Claims procedure
13
Cancellation 14
Complaints handling
15
Request for Transfer of Warranty
18
Year
Note for Porsche Centre: Please make a copy for your files
Contents
3
Introduction
Whether your vehicle is 2 or 9 years old, you can
Provided that your vehicle meets the minimum
benefit from the protection and peace of mind that
mechanical and age requirements*, and subject
a Porsche Approved Warranty provides.
to an inspection and general warranty conditions,
Every new Porsche comes with a 2 year
comprehensive Manufacturer Warranty, offering
unrivalled coverage against mechanical failure.
the owner of any Porsche can purchase a
Porsche Approved Warranty through their local
Porsche Centre.
Porsche enables you to protect your vehicle
A Porsche Approved Warranty provides you with the
beyond this period with the Porsche Approved
quality and assurance of a manufacturer warranty,
Warranty, providing comprehensive protection
and covers the replacement of all Genuine Porsche
further into the life of your vehicle.
Parts (excluding wear and tear) if found to be
The Porsche Approved Warranty comes as
standard on all Porsche Approved used cars
bought at a Porsche Centre - offering you the
same protection as a new Vehicle.
Definitions
Below is a list of the key definitions used in this
document. Wherever these words appear they
have the following meaning:
Period of Cover means the period covered by this
United Kingdom/UK means England, Scotland,
Wales, Northern Ireland, Republic of Ireland, the
Channel Islands and the Isle of Man.
Vehicle means the vehicle bearing the VIN specified
on Your Porsche Approved Warranty Certificate.
Policy being either 12 or 24 months (as stated
We/Our/Us/XL means Porsche Cars Great Britain
on Your Porsche Approved Warranty Certificate)
Limited and any party acting on Our behalf.
from the validity date on Your Porsche Approved
Warranty Certificate.
You/Your/Policyholder means the person named
on the Porsche Approved Warranty Certificate.
defective. Such replacement will be completed free
Policy means Your Porsche Approved Warranty
of charge and covers both the labour and parts
Policy as set out in this booklet, the Porsche
cost if completed at a Porsche Centre.
Assistance Policy booklet, and the Porsche
Centre means any service point authorised and
Approved Warranty Certificate.
approved by Porsche Cars Great Britain or other
In addition to this mechanical protection, and for
the duration of the policy, Porsche Assistance
Porsche Centre or Porsche Authorised Service
subsidiary of Dr. Ing. h.c. F. Porsche AG in Europe.
will provide roadside recovery for your vehicle or
onward mobility (See Porsche Assistance Policy
for details).
*The Porsche Approved Warranty is available for all Porsche vehicles less than 9 years old (8 years for a 24 month warranty) where
the mileage is less than 125,000 miles (200,000 km) and where all warranty requirements are fulfilled.
4 Introduction
Policy Summary
5
What is not covered?
Examples of wear and tear items
Below is a non-exhaustive list of items commonly
1. The Policy does not cover any system or
subject to wear and tear, which if fail due to wear
component on the Vehicle which is defective,
and tear will not be covered by Your Policy:
fails or requires replacement due to wear and
tear. Examples of common wear and tear items
Engine (exhaust system including catalytic
can be found on page 8.
converter, spark plugs drive belt)
2. A claim made under Your Policy for the repair
Power train / transmission (drive shaft packing,
or replacement of a defective system or
synchroniser rings, differential lock, clutch
component shall be invalid if:
including release bearing)
a) There has been improper use or overstraining of
What is covered?
1. Subject to the Policy exclusions set out on the
following pages and the general terms and
Suspension / steering (steering packing, shock
the Vehicle including, but not limited to, use of
absorbers, tyres, tyre sealing system, wheel
the Vehicle in speed-timed events or competitive
bearings, PDCC reservoir)
motorsport events; or
b) Your Vehicle has previously been repaired,
Brake system (brake pads, brake discs)
conditions on pages 9 and 10, You are entitled
maintained or serviced in a way other than in
to have any system or component replaced free
accordance with the Manufacturer’s standards,
the Manufacturer including, but not limited to,
Heating / air conditioning (air conditioning
of charge on Your Vehicle, if it is found to have a
as defined in the ‘Guarantee and Maintenance’
the Owner’s Manual and/or the ‘Guarantee and
desiccator, refrigerant)
manufacturing defect, provided that:
booklet and Owner’s Manual; or
Maintenance’ booklet; or
a) The Policy premium has been paid
b) Your Vehicle is a Porsche standard production
model (excluding Carrera GT)
d) Your warranty claim is made within the Period
of Cover
e) Y
our Vehicle is under 10 years old
c) Service, repair or maintenance has previously
Electrics (all lamps, excluding Xenon and LED
lamps, fuses, batteries, wiper blades)
been performed on the Vehicle by You or by a
or outside influences (including, but not limited
third party who is not an authorised Porsche
to, accident, hail, flooding, war, invasion, civil
Body (floor mats, fire extinguisher, door seals,
Centre/ Authorised Porsche Service Centre; or
unrest, revolution, terrorism or similar event); or
visual and acoustic defects)
d) Genuine Porsche Parts have not been fitted to
Your Vehicle; or
e) The Vehicle has been modified in a manner not
formally approved by Us or the Manufacturer,
irrespective of whether the modification took
place before or during the Period of Cover; or
f) You have failed to follow the guidelines on
service intervals, operation, use, treatment and
care of the Vehicle, as provided by either Us or
6 What is covered?
g) The defect has been caused by external effects
h) You have failed to report the defect immediately
All filters, hoses, fluids, oils and greases
or have failed to provide an opportunity for
rectification without delay, despite having been
requested to do so; or
i) Service or recall campaigns published by Us or
the Manufacturer have not be carried out on Your
Vehicle; or
j) The defective system or component has been
tampered with.
Examples of wear and tear items
7
General terms and conditions
1. You are entitled to make a claim under Your
Policy at any Porsche Centre or Authorised
Porsche Service Centre within the European
Economic Area or Switzerland
2. Parts installed or repaired in the process of
rectification shall be covered under Your Policy
during the Period of Cover
3. The Policy does not entitle You to make any
claims for compensation, loss, damage or other
costs incurred either directly or indirectly as
a result of the defect. Please note, the cost of
testing, measurement and adjustment work not
relating to a Policy claim cannot be refunded
4. This Policy does not affect Your statutory
consumer rights
5. If a defect is found that is covered by the
warranty, We can, at Our own discretion, elect
whether the defect is to be rectified or the
Vehicle is to be replaced by the Porsche Centre
or Authorised Porsche Service Centre. In the
case of rectification, the authorised Porsche
Centre or Authorised Porsche Service Centre
can, at its own discretion, either repair or
replace the defective part
6. Replaced parts become the property of the
Porsche Centre commissioned to do the work
or XL
7. Claims made under Your Policy for the repair
or replacement of defective systems or
components shall be limited to the current
market value of Your Vehicle
8. A
claim made under Your Policy shall be invalid
Period of Cover, provided that the Request for
if You have already made a claim successfully
Transfer of Warranty form is completed and
under any other Policy of insurance held by You.
returned to Porsche Cars Great Britain Limited.
If the value of the claim is more than the amount
However, please note that if You decide to part
You can get from Your other insurance We may
exchange or sell Your Vehicle to a motor trader,
pay the difference up to the market value of
the warranty will automatically become void
Your Vehicle and subject to any exclusions set
and no full or part refund will be available in
out in Your Policy
respect of the Policy premium
9. Y
our telephone calls to and from Us may be
12. This insurance Policy is underwritten by XL
monitored and recorded for the purposes
of staff training and quality assessment in
compliance with OFCOM Regulations
Insurance Company Limited
13. This Policy shall be governed by and construed
in accordance with the Laws of England and
10. N
o excess is payable under Your Policy and the
Wales and the parties hereby submit to the
Policy will remain valid for the Period of Cover
exclusive jurisdiction of the English courts.
11. The Porsche Approved Warranty can be issued
by any Porsche Centre and, since the Policy
applies to the Vehicle, it will remain valid even
if You choose to resell Your Vehicle during the
8 G
eneral terms and conditions
General terms and conditions
9
How to renew Your Policy
Warranty options
When Your Manufacturer or Porsche Approved
the inspection will be covered by the warranty,
Warranty is coming to an end, You will have an
if still valid. Any Vehicle without a full Porsche
opportunity to renew Your Policy for either a further
maintenance history must also have a major
12 or 24 months. Provided Your Vehicle still meets
maintenance service completed to become
Existing Warranty
Warranty Extension
Standalone Warranty
Our Warranty conditions, this extension to Your
eligible for cover again.
Active New Vehicle Warranty
Possible during new Vehicle warranty
Not possible
If You are extending the Manufacturer Warranty
Active 1 Year Porsche
Approved Warranty
Possible during period of validity of existing
Not possible
Active 2 Year Porsche
Approved Warranty
Possible during period of validity of existing
No Warranty
Not possible
Possible at any time
Existing Warranty
Warranty Extension
Standalone Warranty
Active New Vehicle Warranty
Possible during new Vehicle warranty
Not possible
Active 1 Year Porsche
Approved Warranty
Possible during period of validity of existing
Not possible
Only possible during 2nd year of existing
warranty You must have owned Your Vehicle for at
Active 2 Year Porsche
Approved Warranty
least 90 days. In addition to this, Your Vehicle must
No Warranty
Not possible
Period of Cover can be purchased at any time up
to the expiry of an existing Porsche Manufacturer’s
Warranty or Porsche Approved Warranty.
A 12 month Porsche Approved Warranty can be
purchased up until Your Vehicle is 9 years old or
has reached 125,000 miles.
within the first year of the Vehicle’s delivery date,
a Vehicle inspection is not required.
If the Manufacturer Warranty or Porsche Approved
Warranty has already expired, You can still
purchase a Porsche Approved Warranty, however,
A 24 month Porsche Approved Warranty can be
an inspection of Your Vehicle will need to be carried
purchased up until Your Vehicle is 8 years old or
out by a Porsche Centre. If any Vehicle faults or
has reached 125,000 miles.
problems are identified during the inspection, they
If You decide to extend Your Period of Cover with
Your local Porsche Centre, they will invite You to
attend a Vehicle inspection. This inspection is
required before a further warranty can be issued,
and forms an integral part of the sales/renewal
process. This inspection should take no more
than 2 hours and is included in the cost of the
warranty. This inspection ensures Your Vehicle
enters the next phase of its warranty in the best
possible condition and that any defect found in
10 H
ow to renew Your Policy
will require rectification prior to a warranty being
issued to You. Such warranty will be referred to
as a Porsche Approved Standalone Warranty. To
be eligible to buy a Porsche Approved Standalone
1 year
Porsche Approved Warranty
Not possible
Porsche Approved Warranty
2 year
Porsche Approved Pre-owned car warranty
Not possible
Porsche Approved Warranty
Possible at any time
have a full Porsche Service History. If Your Vehicle
does not have a full Porsche Service History, a
major maintenance service is required prior to
the Vehicle inspection.
Warranty options
11
Claims procedure
In the unfortunate event that You need to claim
under Your Policy please:
1. C
ontact Your local Porsche Centre or
Authorised Porsche Service Centre. Visit www.
porsche.co.uk or call 08457 911 911 for more
information on locating Your local Porsche
Centre or Authorised Porsche Service Centre
2. Inform Your local Porsche Centre/Authorised
Porsche Service Centre that Your Vehicle is
covered by the Porsche Approved Warranty
3. If, as a result of a defect covered by Your
Policy, the Vehicle cannot be operated, You
must contact the nearest Porsche Centre or
Authorised Porsche Service Centre that is
able to provide service. The Porsche Centre
or Authorised Porsche Service Centre may
in its discretion determine whether the work
required may be carried out locally or whether
repatriation to its own premises is required.
Such decisions shall not affect any claims that
may be made by You pursuant to Your Porsche
Assistance membership
4. If Your Vehicle requires a repair that is covered
by the Porsche Approved Warranty the Porsche
Centre/Authorised Porsche Service Centre will
complete the repairs and process the claim on
Your behalf.
12 P olicy Summary
Please note, You are required to notify Your
Porsche Centre in writing of any defect, or have
the defect recorded in writing by Your Porsche
Centre as soon as it is identified by You. Repair
work shall be performed free of charge to You in
line with technical requirements by replacing or
repairing those defective systems or components
which are covered by Your Policy. Replaced parts
become the property of the Porsche Centre
commissioned to do the work or XL.
Please do not make Your own repair arrangements
as We cannot reimburse costs incurred without
prior authorisation.
Claims procedure
13
Cancellation
Complaints handling
Whilst We want You to be happy with Your Policy
refund will be available in respect of the Policy
We are committed to providing You with an
• Vehicle chassis number
and the coverage it offers We understand there
premium.
exceptional level of service and customer care.
• Policy number, if applicable
If You make a Claim on the Policy within the first
We recognise that problems may arise and there
• A clear description of Your complaint
14 days, You will be unable to exercise Your right
may be occasions when You may feel We have not
to cancel.
provided the level of service You expected of us.
What happens next
Your Porsche Assistance Policy will automatically
The following explains what You need to do if
complaint, The Porsche Centre will provide
terminate in the event that Your Porsche Approved
Our service has fallen short of Your expectations
written acknowledgment of Your complaint
Warranty expires.
and You wish to make a complaint. We will aim to
and notify You of the individual who will be
Once the 14 day period has passed You will be
resolve Your complaint as quickly as possible and
handling it
unable to cancel Your Policy and no full or part
will keep You informed during Our investigations
may be circumstances in which You may need or
want to cancel Your Policy.
You may cancel Your Policy within 14 days of
purchasing the Policy from Us by contacting Your
Porsche Centre where upon You are entitled to a
full refund of the premium paid by You.
• Within five business days of receipt of Your
• They will keep You informed of the progress
by telling You what We are doing to resolve it.
They are making in their investigations
• They will endeavour to resolve Your complaint
within four weeks of receipt. If they need more
How to make a complaint
- where to start
time to resolve it they will notify You in writing
• If the relevant Porsche Centre is unable to
resolve Your issue within four weeks, We will
The most important factors that enable us to
refer Your complaint to the Porsche Customer
resolve Your complaint as quickly as possible are:
• That You are talking to the right person, and
• That We have the relevant information at
Our disposal
Porsche Approved Warranty
complaints
Assistance Centre, whose address is:
Customer Assistance Centre
Porsche Cars Great Britain Limited,
Bath Road, Calcot, Reading RG31 7SE
• The Porsche Assistance Centre will keep You
informed of the progress of Your complaint and
If Your complaint relates to services You have
endeavour to resolve it within four weeks from
received under the Porsche Approved Warranty,
the date of referral
please contact Your supplying Porsche Centre.
• In the event that We are unable to resolve
Your complaint or have not sent You Our final
To enable Your complaint to be resolved as
response after eight weeks, You are entitled
efficiently as possible, please provide the
to pursue Your complaint through the Financial
following information:
Ombudsman Service
• Your name and contact details
• Vehicle registration
14 P olicy Summary
Complaints handling
15
Porsche Assistance complaints
For complaints about Your Porsche Assistance
cover, please refer to the Complaints Handling
section in Your Porsche Assistance Policy booklet.
Financial Ombudsman Service
Further information is available on the FOS
website: www.financial-ombudsman.org.uk
Financial Services Ombudsman Service
Insurance Division
South Quay Plaza
Financial Ombudsman Service (“FOS”), are an
183 Marsh Wall
independent body that arbitrates on complaints
London E14 9SR
concerning General Insurance and Financial
Tel: 0845 080 1800
Services.
Fax: 0207 964 1001
Please note that the FOS will only consider
Should You wish to refer Your complaint to the FOS
complaints:
please be aware that You have six months from the
• After We have provided You with written
date of Our final written response in which to do so.
confirmation that Our internal complaints
procedure has been exhausted and/or
• If Your complaint is unresolved within eight
weeks (or more) from the date it was
received by us
16 C
omplaints handling
Policy Summary
17
Request for Transfer of Warranty
Important – this completed transfer of warranty should be received by Porsche Cars Great Britain Limited within
14 days of the private sale of the Vehicle.
Part A (To be completed by the former Policyholder).
1. I certify that:
a) to the best of my knowledge and belief the Vehicle has been serviced to date in accordance with the
b) the details given below are correct.
Manufacturer’s Recommended Service Schedule in the Guarantee and Maintenance booklet; and
2.I certify that the Vehicle was sold and purchased privately on
and I wish to
transfer the benefit of this Policy to the new owner.
New Owner Details
Title:
Initials: Surname:
Address:
Postcode: Telephone Number:
Chassis number:
Registration Number: Mileage at Date of Transfer:
Signature of Former Owner: Date:
Part B (To be completed by the new owner).
1.I have read and fully understood the contents of this Policy and agree to be bound by the terms and
conditions and restrictions of this Policy.
2.I understand that this Policy will not be transferred to me until such time as this document is validated by
Porsche Cars Great Britain Limited and I am notified by the Porsche Warranty Department that they have
accepted this request for transfer. Upon acceptance of the transfer I will take the place of the former
Policyholder and become the new Policyholder under this Policy.
Signature:
Date:
Please return this form to:
The Warranty Department, Porsche Cars Great Britain Limited, Bath Road, Calcot, Reading, RG31 7SE
Porsche Privacy Commitment
We feel strongly about protecting your privacy, so your information will be held by us at Porsche Cars Great Britain Limited in
accordance with the Data Protection Act 1998. Information we hold about you may be used to contact you with relevant offers,
invitations or information about products or services, or for research and analysis. This includes contact by email, if you provide
an email address. Your information will only be used by Porsche (this includes Porsche Cars Great Britain Limited, Porsche
Centres, our associated companies and agents). Please tick this box if you do NOT wish to be contacted by Porsche .
To access or update your information, please call 08457 911 911.
DETACH HERE and return to: The Warranty Department, Porsche Cars Great Britain Limited, Bath Road, Calcot, Reading, RG31 7SE
All details correct at time of printing.
Porsche, Porsche Crest, Carrera,
Porsche Cars Great Britain Limited,
Porsche Cars Great Britain Limited
Boxster, Cayenne, Cayman, Panamera
Bath Road, Calcot, Reading,
are not liable for any errors or
and Targa are registered trademarks
Berkshire RG31 7SE
omissions within this brochure.
of Dr. Ing. h.c.F. Porsche AG,
Telephone: 0845 7911 911
Porscheplatz 1, D-70435, Stuttgart.
www.porsche.co.uk
Edition: 07/08
Printed in the United Kingdom
LGB 200 104 80