Video Transcription
I always take the top down approach that starts with the highest level of coverage available for the vehicle at all points in time. This gives the customer the opportunity to have the most amount of their vehicle covered at all points in time throughout their policy period. There are always lower levels of coverage that are offered in that instant that the customer declines the higher level, but we always make sure that we explain the benefits of going with the higher level of coverage – increase in parts and components that are covered, better experience for the customer; those items are what you do get by electing to go with the top level.
The CARCHEX promise is “Customer Experience Above All.” In everything we do, the customer comes first. We achieve this by making the customer feel as comfortable and as educated about our product as possible. CARCHEX ensures that the customer’s experience, whether it’s in the beginning, the middle, or at the end of their plan, is the best experience they could possible have.
In the video below, CARCHEX vehicle protection specialist Jerry Elston explains what the CARCHEX standard “Customer Experience Above All” means to him.
Video Transcription
Customer experience above all – that is my job as a vehicle protections specialist to come in here every day suited up ready to give the best possible experience to our future members. It’s up to me, I’m the actual face of CARCHEX, I’m the first one they speak to, I’m the first one they contact, and believe me I would be contacted along the way through their entire warranty process. Well it’s my job to ensure that experience, whether it’s from the beginning when we are deciding what plan best fits their needs, or the middle when they have a claim and they don’t know exactly where to call, or at the end when it’s time to purchase another plan, they need to know what other options they have. During that whole entire time I strive to give them the best customer service I possibly can.
Video Transcription
Well, when I first make contact with a potential customer I always want to make sure that they understand the coverage options that they’re looking at. We want to make sure that the policy, they understand how to use the policy, where they can go, the types of service stations or dealers that they are able to use. We also want them to understand when they do use the policy, the correct process and procedure to be able to use that policy. A lot of times in a lot of industries they stick something in front of you, they expect you to know how to use it and then you’re fumbling around when it’s time to use it and you have no idea actually how to use that product.
The CARCHEX promise is “Customer Experience Above All.” In everything we do, the customer comes first and we strive to deliver the best possible experience from start to finish. We achieve this by making the customer feel as comfortable and as educated about our product as possible. We want you to know that you are making a good decision, and that we will be serving you as a consumer advocate throughout all phases of car ownership. At CARCHEX, the customer is #1.
Jason Goldsmith, our CEO, prides himself on being available to any customer with a question, comment, concern, or complaint about their extended car warranty or CARCHEX customer experience. You can email Jason with any concerns at ceo@carchex.com and he will personally respond to your issue. In the video below, Jason explains what the CARCHEX standard “Customer Experience Above All” means to him.
Video Transcription
It means to me that we’re going to deliver the best possible experience start to finish for our customers. So that starts when they’re being educated on the product from that first call in or that first time that they submit their information on our website. We want to make sure that their experience is transparent. In fact, they can see everything that we see here in the office so whatever is on our protection specialist’s screen, you can see on your screen, your computer screen at home. Everything is transparent, so we want you to be able to evaluate, we want to be able to give you a consultative presentation of our product, we want you to be able to see all of your options, we want you to be able to change all of your options on your own, we want you to have the access to check out 24/7, 365 and make sure that you can review your plan at that time, we want to make sure that you don’t feel obligated to purchase, you understand the benefits, that you don’t feel like you have your arm twisted to buy. You don’t have to buy on the first call, you can buy whenever you want, or maybe never but we want to make sure that that experience gets delivered to you, is one where you feel comfortable, you feel educated and you know that you are making a good decision if you do decide to purchase from CARCHEX.
Many extended auto warranty policies require that claims be filed by the customer’s repair facility. But what happens if your mechanic forgets to file a claim with CARCHEX? For cases like this, CARCHEX has a special department that customers can call to make sure that their claim is processed correctly.
Video Transcription
It is a requirement under warranties and the contract that a customer’s repair facility file a claim with the administrator, get the claim approved and then the claim paid. However, there are circumstances where that does not occur because the mechanic forgets or the repair facility forgets, it doesn’t go through the normal process. At that point the customer can call CARCHEX, we have a special department here set up to deal with claims and we will contact the administrator on behalf of the customer and typically in those scenarios the customer would have to pay out of pocket for those repairs and we can get a reimbursement check sent to the customer.
This blog is designed to provide entertaining and informative news to car owners everywhere. Each week, we'll post new entries with updates from Pat Goss of TV's MotorWeek, and the CARCHEX family of employees and partners. We look forward to your feedback. Thanks for visiting!
Endorsed by Pat Goss from TV's MotorWeek, CARCHEX is your trusted provider of extended vehicle protection, which some refer to as extended car warranties. We have an A+ rating from the BBB and always provide friendly, trustworthy, and professional service.
