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What is Alphabet doing?

To safeguard the health of our staff and the quality of our services, we are closely following the developments with regard to the Corona virus. We follow the guidelines published by the RIVM (National Institute for Public Health and the Environment) and BMW Group. Almost all staff, except for our Rent and Occasion branches are now working from home. 

 

Frequently asked questions

We very much understand that in view of the situation you have questions about our service provision in general or about your lease contract in particular. We have collected the frequently asked questions we have received until now and listed them below with answers.  If your question is not listed, please get in touch with one of our colleagues on 076 - 579 30 00

deliveryofcar

Delivery of car

Can I simply come and collect my new leased vehicle?

Good news that your new leased vehicle is ready! According to the RIVM’s current guidelines coming to collect your new lease car is not a problem. Our dealers adhere to the RIVM guidelines and hygiene measures. The service provision might be different to what you are used to from us. We would like to ask your understanding for this. If you have a cold, a fever or any other symptoms, please get in touch with our dealer to postpone the delivery.

Will my new leased vehicle still be delivered?

Together with the dealers who make the deliveries we are trying to allow scheduled deliveries to go ahead wherever possible. Obviously in line with the RIVM guidelines! So we ask you to get in touch with your dealer to make a delivery appointment. If you have a cold, cough and/or a fever, we ask you to postpone the appointment in consultation with the dealer.

We are aware that in the meantime several car brands have temporarily shut down their manufacturing facilities. This might affect your order. We keep a close eye on this for you and will provide you with information as soon as we know more.

When the car is delivered will I still be given instructions as usual?

When your delivery takes place, you will be given instructions about the car. Of course, this will be in accordance with the guidelines published by the RIVM and therefore might be different to what you are used to from us. 

Can I postpone collecting my new leased vehicle?

According to the current guidelines published by the RIVM, you can collect your new leased vehicle as usual unless you have a cold, a cough and/or a fever. In which case we ask you to postpone the appointment for the time being in consultation with the dealer. 

Tyres

Tyres

I have received an email about changing to summer tyres, do I have to do this now?

You can still have this done as usual. According to the RIVM there are currently no reasons to cancel appointments like this. Ask your tyres supplier about the options and remember the RIVM’s guidelines.

My dealer/tyres supplier has shut down, where can I change my tyres now?

Because your tyres supplier is currently closed you can contact the same supplier at a different location. Euromaster Rotterdam instead of Euromaster Capelle a/d IJssel, for instance. They will arrange for the tyres to be transported for you. 

maintenanceandrepairs 

Maintenance and repairs 

I have an appointment for maintenance/repairs, can I use the pick-up and return service?

Get in touch with the supplier to find out which service they can still offer you. Our service partners work according to the guidelines published by the RIVM, we ask for your understanding if the service is different to what you are used to from us. 

Can I still make an appointment for my leased vehicle for maintenance/repairs?

According to the current guidelines published by the RIVM, you can make an appointment at your supplier for maintenance/repairs as usual. Of course, your safety and mobility are a priority. Get in touch with the supplier to make an appointment and find out which service they can still offer you. Our service partners work according to the guidelines published by the RIVM, we ask for your understanding if the service is different to what you are used to from us. 

My lease car is due for maintenance, what should I do?

Up to now maintenance can be carried out as usual according to the guidelines published by the RIVM. Of course, your safety and mobility are a priority! You can get in touch with the supplier to make an appointment.  

My dealer/supplier has shut down, where can I go for maintenance/repairs now?

Because your supplier is currently closed you can contact the same supplier at a different location, BMW Rotterdam instead of BMW Capelle a/d Ijssel, for instance. Our service partners work according to the guidelines published by the RIVM, we ask for your understanding if the service is different to what you are used to from us. 

roadsideassistance

Roadside assistance

If my vehicle breaks down, will I still be assisted?

Alphabet Assistance is well prepared and will continue to provide its services as normally as possible 24/7. Of course, safety comes first for us! So we ask you to observe the hygiene measures.  

damage

Damage

I have incurred damage, what should I do about it?

How unfortunate that you have incurred damage! Hopefully you are well?! Damage is still being handled as usual, visit our website to report your damage: mijnschademelding.nl or phone 076 - 579 32 40

My leased vehicle has been repaired at a car body repair shop and can be collected, can I postpone this?

According to the current guidelines published by the RIVM, you can collect your leased vehicle from the car body repair shop as usual. If you have a cold, cough and/or a fever, please get in touch with us on 076 - 579 34 60, so we can find a solution together. 

An additional option for collecting your leased vehicle could be the pick up and return service offered by our damage partners. Ask them about the possibilities.

Can I make use of the car body repair shop’s pick up and return service?

Yes, or course! Our damage partners are actively offering our pick up and return service at this time! Ask them about the possibilities. 

dropoffleasecar

Drop off lease car

Can I still drop my car off at Alphabet’s return centre in Breda?

The return centre is open as usual for returns. Returns can only be done by appointment. Because we work according to the guidelines published by the RIVM a suitable distance must be observed and we would ask you to reschedule your appointment if you have a cold, a cough and/or a fever. After inspection the inspector will show you the results from a distance and the inspector will sign the tablet with your agreement.

Can I still drop my car off at a return centre or dealer?

This is certainly possible. However, please always make an appointment at the centre to be sure they are open and have space. The return centres have taken all the necessary measures in line with the RIVM instructions. 

I have to return my lease car, but the spare key is in our closed office. How are you handling this?

We understand that in this situation a visit to the office for the spare key is not always possible.  We take this into account as long as the RIVM guidelines apply. However, we do ask you to report the missing spare key to our Used Cars department via e-mail address: remarketingnl@alphabet.com

temporarycar

Temporary Car

I get to pick up my temporary car. Are these cars properly cleaned?

Of course! We put the safety of our employees and customers first and therefore work according to RIVM guidelines! We work with extra hygiene measures. For example, more attention is paid to cleaning the steering wheel, handles, gear shift, touchscreens, etc. and our employees wear gloves when transporting a car. 

driveelectric

Drive electric 

Will my charging station installation continue as normal?

The charging station installations are currently being carried out as usual. Our installation partners work according to the RIVM guidelines. If you have a cold, cough and/or a fever, we ask you to postpone the appointment in consultation with the supplier. Network managers are currently not making any weightings. If applicable, the supplier will contact you about this.

privatelease

Private Lease

I'm a Private Lease client of Alphabet. Do different terms apply to me?

In addition to the above measures from Alphabet, our Private Lease customers are temporarily subject to extra measures from the quality mark. Would you like to know more? Then visit our quality label webpage of Alphabet Private Lease. 

lostmaterials

Lost materials

I lost my license plate registration card, what do I do now?

We can re-apply for a lost license plate registration card at the RDW. The delivery time of a new card is currently longer than you are used to from us. Take into account about 10 working days.  Requests can be sent to e-mail address: remarketingnl@alphabet.com.

accessibility

Accessibility

Is Alphabet accessible as usual?

Our staff can be reached on working days between 8 am and 5.30 pm by email, telephone or Social Media.

Are the Rent and Occasion branches open?

Our AlphaRent and Alphabet Occasions branches are open. Staff there are happy to help you! Of course they work according to RIVM guidelines. Therefore the service might be different from what you are used to from us. To visit our Alphabet Occasions showrooms, it is necessary to make an appointment.