Retail Vehicle Collection and Handover

1. What does Engineius expect at collection?

2. Major defects

3. Minor defects

4. What does Engineius expect at the handover?

• Be well presented.

• Apply ‘zero-tolerance’ policy.

• Report minor issues.

• Use the ‘Pause’ function if waiting time exceeds 30 minutes.

Please be aware that some customers, particulary our key accounts, enforce a zero-tolerance approach to damage at collection. This means that if any damage if identified, you must not leave the collection site, even if you’ve already noted the damage on the Engineius app.

For immediate guidance on reporting damage, please refer to the job checklist where you'll find the correct contact details. If you're ever unsure who to contact, call Engineius directly.

Should an issue at the collection site cause a delay, please note that Engineius will compensate you for waiting time after the initial 30 minutes. To ensure you're paid, remember to use the pause function on the Engineius app and call us so we can provide assistance.

Never leave a collection site with a vehicle that has a major defect. This applies to all customers and is a critical safety and quality standard.

To ensure a professional inspection, always:

• Park the vehicle in a safe, well-lit location where you can thoroughly check for any issues that would make the vehicle unfit for delivery.

• Inspect tires carefully for low tread, incorrect pressure, or visible damage.

• Check all glass components (windscreen, wing mirrors) for cracks or chips.

• Verify the vehicle's cleanliness. If the customer requested a valet and it hasn't been done, raise this issue immediately at the site.

• When photographing any damage, always point directly at the damage to ensure clarity in your images.

It's also crucial to take clear, good-quality pictures of the instrument panel with the engine running. These photos are essential to document:

• Fuel level and charge status.

• Vehicle mileage.

• Any active warning lights. If there are warning lights on show, you must not leave site.

Minor defects includes wheel scuffs, small scratches, dents, or minor marks/stains/scratches on the interior. The job checklist will have the contact details for reporting.

Beyond standard vehicle condition photos, the job checklist may also request images of:

• The vehicle's V5C (logbook)

• Locking wheel nut key

• Supplier handover document

• Charger cables (for EVs)

• Both sets of keys

• Spare wheel and tire inflator device

Do not leave site until a resolution for any identified damage has been confirmed. If you’re unsure about a defect or who to contact, call Engineius for guidance.

1. Call the customer with your ETA

If you're running late, be sure to call them to update them. Some customers will receive an ETA text message, and you'll also get this text, so you'll know when they're expecting you.

2. Ensure the vehicle is clean before you arrive at the drop-off point.

Some retail customers specifically request that the car be washed at a local car wash beforehand. Also, remember to refuel just before arrival, aiming for at least a quarter tank of fuel, unless the job instructions state otherwise. See the full guide here.

3. Make a Lasting First Impression

As the driver, you are representing not only Engineius, but also our customers. It is key to be polite and engaging with the customer. Please be adaptable to customer requests, and it is also important that you are well dressed.

4. Confirm Parking Location

Before finalising the handover, ask the customer if they’re happy with where you’ve parked the vehicle.

5. Capture Customer ID Photo

Take a photo of the purchasing customer's ID using the Engineius app is a standard requirement for all retail handovers, if specified in the job instructions. Pay close attention to the checklist, as it might instruct you to take the photo in a specific location (e.g., in front of their home).

Remember: If a required ID photo isn't taken, Engineius won't be paid, and neither will you. If a customer refuses to provide ID when it's required, please call Engineius.

6. Clear the Vehicle Interior

Before you exit the vehicle, double check that you haven’t left any personal belongings. Also, be sure to remove any paper floor mats or plastic seat covers that were used during transit.

7. Make sure to walk around the vehicle with the customer

Always walk around the vehicle with the customer. This gives them the chance to inspect for any damage or missing items. If they point any major issues, please call Engineius. Ensure you capture the full set of required photos on the Engineius App. This is vital to show that you handed over the vehcile in the same condition you collected it.

8. Handover Basic Controls

Once the visual inspection is complete, show the customer how to use the basic driving controls. At a minimum, cover the ignition, lights, handbrake, and windscreen wipers. If the handbrake is electric please show them how to use this and where its located. For EV’s, show customers where the cables are stored and how to plug them in as part of the demo.

9. Assist with Infotainment and Connectivity

If requested, demonstrate how to turn on the radio and access the SatNav functionality. Additionally, show them how to pair their mobile device with the car's system. We don't expect you to be familiar with functions more advanced than these.

10. Complete All Required Paperwork and Digital Assessments

If you've been given a paper document to complete with the vehicle, ensure it's filled out correctly and photographed on the Engineius app. You might also be asked in the job instructions to complete an assessment on MoDel. If so, it's crucial you remember to do this in addition to using the Engineius app.

 For further details on our retail vehicle collections and handovers, please contact us on 0121 481 2111.