How car-makers are helping you during the pandemic

Australians still need and want new cars. In fact, carsales’ own research in April post-COVID-19 Stage Three lockdowns suggested as many as 56 per cent of our audience was still intending to buy a car within the next month.

Keeping in mind government requirements for Aussies to #StayatHome, there are still safe ways to research and shop for a new car. And many dealerships are rising to the challenge of providing a great customer experience in what is currently our new normal.

Many brands are trumpeting their respective COVID-19 hygiene measures and instructing their dealerships to allow solo test drives and the like. Some have even fast-tracked online buying services.

But it’s not just travel restrictions and social distancing concerning buyers; financial uncertainty is also key concern. With this in mind, some car brands are doing their bit to look after existing owners as well as encourage new consumers.

Assistance programs for those already in contracts with a brand’s finance arm include the ability to defer or restructure repayments in extreme cases. Purchasing incentives might be in the form of deferred payment options.

Here we list an overview of the measures implemented by auto brands in Australia during the COVID-19 outbreak.

Aston Martin has extended to June 30 all new-vehicle warranties that are due to expire or have expired since March 14.

Aston has also reassured its customers that the condition in their car’s owner’s guide stating that failure to adhere to specified service intervals may invalidate warranty coverage is being waived until restrictions change and appropriate dealer operations are able to resume.

Audi Australia has set up a toll free number for owners with COVID-19 related concerns.

The company stated: “Audi Financial Services has hardship support measures in place for eligible customers, and anyone affected should contact the Hardship Assistance Team on 1300 734 567”.

This week the German brand also announced online sales across its entire range and extended by three months its factory warranty on vehicles whose warranties expired between March 1 and May 31.

We are awaiting a detailed response from BMW.

Ford Australia was the most detailed with its COVID-19 financial assistance measures response stating:

“Macquarie Bank, the finance provider of myFord Finance car loans, has proactively reached out to customers about a range of ways they can support them in response to the evolving coronavirus situation.

“Customers who are experiencing financial difficulty can immediately defer their loan repayments for six months, with a check in at three months to see if their circumstances have changed.”

The company has also extended its Ford 2nd Car program to health workers, saying: “We have expanded Ford 2nd Car, to be made available at no charge to frontline health workers fighting the battle against COVID-19. This gives healthcare workers access to safe, private and dependable mobility in the face of unpredictable, disrupted public transport.”

For is also offering complimentary a pick-up and drop off service at participating dealers until June 30. The initiative allows customers to stay home while their Ford is picked up, taken for a service or warranty repair and then returned.

We have not yet received a response from Holden.

At this stage, Honda is not offering any specific financial assistance.

At this stage Hyundai Australia is not offering any specific financial assistance. However, it has extended coverage for vehicles with warranties due to expire during the current COVID-19 movement restrictions.

“The program aims to support Hyundai customers who may face difficulties in getting vehicle repairs due to restricted access to service centres during the COVID-19 pandemic,” the company stated.

The extension applies to all Hyundai passenger vehicles “with original warranties that expire between March 1, 2020 and May 30, 2020”. The warranty extension is until May 31, 2020. Hyundai Australia says it applies to approximately 27,000 vehicles in Australia.

Hyundai has also announced discounted vehicle servicing (50%) charges for all health workers.

JLR Australia says: “Jaguar Financial Services/Land Rover Financial Services have a facility available for customers been directly impacted by the COVID-19 outbreak and are unable to meet their car loan repayments.”

Other JLR COVID-19 relates initiatives include: “priority service bookings to Essential services workers, so they can continue to make their important contribution to the COVID- 19 response”.

In addition, InControl Remote and Secure subscriptions on Jaguar and Land Rover vehicles that are due to expire in 2020, will be provided a complimentary extension to these subscriptions for 12 months.

JLR says this means customers “can retain the same connectivity features they’ve enjoyed for the past three years”.

At this stage, Kia Australia is not offering any specific financial assistance, but states financiers “St George and Allianz are running their own programs in relation to sales and customer support”.

Lexus says it has “created awareness messaging and an online hub, lexus.com.au/hereforyou, that proactively outreaches to owners who may require assistance is several forms”. It says this hub will allow it to “update owners in real-time during this period”.

“The hub also enables Lexus Financial Services Customers whose personal circumstances have changed as a result of COVID-19 to seek relief.

“An application form and specialist email address –hardship@lexusfinance.com.au – have been provided to deliver Lexus Financial Services Customers guidance and assurance,” the company stated.

Mazda Australia has pushed the button on enabling online enquiry and vehicle sales from dealers via links off its home page.

Via its own finance arm Mazda Finance, it has also “enacted COVID-19 financial hardship measures to provide financial support to customers that may be eligible if medically or financially impacted by the virus.”

Consumers can access Mazda Finance’s measures via the company’s website.

Mercedes-Benz’s captive finance arm, Mercedes-Benz Financial Services, says: “supporting you and your business as we navigate through this complex and rapidly changing [COVID-19] environment remains an absolute priority”.

It says it has introduced a number of “supporting measures to assist” including “the potential to defer your finance / lease payments for up to 6 months”.

It advises that under the assistance packages, contracts with payments deferred will have capitalised interest on the remaining term and all Agility contracts [Mercedes-Benz guaranteed future vale options] that are extended will have their guarantee future values adjusted. More details are available here.

Mercedes-Benz also offers online sales of its first electric model, the EQC.

MG is donating of a fleet of its vehicles to the South Western Sydney Local Health District. The fleet of MG ZS small SUVs will be used for the transportation of PPE and essential medical equipment and goods in response to the COVID-19 health pandemic.

The donation will benefit several hospitals in the district, including Bankstown, Bowral, Camden, Campbelltown, Fairfield and Liverpool hospitals, as well as emergency operations teams and mental health and community health facilities.

MINI is now offering online sales across its model range.

Mitsubishi says it has “implemented a range of measures across the network including for most dealerships”.

Specifically related to financial assistance, Mitsubishi Motors Financial Services is “assisting customers if needed”.

“If a customer is concerned about making a payment or needs to reduce their payments, they can visit http://mit.si/mmfs to complete the form and submit it to Mitsubishi Motors Financial Services. A representative will contact them to discuss their individual circumstances,” Mitsubishi advises.

In other areas of non-financial assistance, Mitsubishi was the first brand to move on prioritised servicing and repairs for Essential Service workers.

Nissan Australia asked customers with vehicles financed via Nissan Financial Services and impacted by COVID-19 to call its Customer Service Centre on 1800 035 035 or email nfsa_csc@nissan.com.au.

"Our staff can assist you with arrangements to support you during this difficult time. Nissan Financial Services has a strong track record of supporting our customers when they most need it and we will continue to do so during the current COVID-19 situation," Nissan stated.

Porsche has extended by three months its factory warranty on vehicles whose warranties expired between March 1 and May 31.

SsangYong has announced it will offer three years of free servicing for front-line healthcare staff – including members of federal and state police forces, public and private hospital employees and fire, ambulance and paramedic employees – who purchase a new SsangYong in May.

Subaru says: “Subaru Finance is closely monitoring the latest developments in relation to coronavirus and is committed to supporting customers with concerns relating to their vehicle financing arrangements.

“Subaru Finance customers can request a payment pause on their car or equipment loan. Their circumstances will be considered on an individual basis. Subaru Finance can be contacted on 1800 618 386.”

Details of Subaru’s other COVID-19 customer initiatives + FAQs can be found at the company’s website.

Subaru Australia also announced two new ‘do’ initiatives this week: home delivery for customers who purchase their Subaru online or in store and contactless collection and return of vehicles for servicing at participating dealerships.

Australia’s number one brand will provide owners in difficult circumstances with what it terms “hardship support”.

Toyota states: “Toyota Finance is committed to assisting its customers, especially during this challenging time. Customers with a Toyota Finance loan or lease, and whose personal circumstances have changed as a result of COVID-19, can seek hardship support.

“Toyota Finance will review and assess each customer's needs on a case-by-case basis. The goal is to provide responsible and sustainable solutions that meet an individual’s needs,” the company said.

More details can be found on Toyota’s website.

Volkswagen Group Australia has launched online sales and extended its new-vehicle warranties by three months for vehicles produced in Europe.

The extended cover is offered on Euro-built Volkswagens with a factory warranty that expires between March 1 and May 31, adding an extra three months after the expiry of the original new-vehicle or extended warranty.

Meantime, Volkswagen Australia’s finance arm, Volkswagen Financial Services Australia (VWFSA), says its priority is “to support customers who are in need”.

It says it is offering customers “up to 6 months financial support where their financial situation has changed due to the COVID-19 pandemic”.

“This [financial support] includes half payments for a period of time, allowing payment holidays and finding refinancing solutions as the need arises. VWFSA recognises the need to keep customers mobile. For loans that are due to mature in the next 6 months, specific and flexible payment solutions are available,” it said in a statement.

VWFSA is, in conjunction with the relevant brands (the financier provides services for Skoda and other brands), also “assisting dealers with their stock holding costs”.

“VWFSA assistance messages have been placed on all brand websites, with a link to the hardship form and a specific email address and phone number for customers to contact,” the company said.

Other automotive-related businesses

Youi is providing a three-month premium relief offer to all existing customers who indicate they are using their car less “due to the COVID-19 crisis”.

Opt-in details are at www.youi.com.au. The offer is also available to new Youi customers.