Fix & Go Car Service

Consumer Code of Practice

Your guide to the standards and practices
of the Fix & Go Car Service network
Preface
Our Code of Practice provides you with a guide to the standards and practices of the
Fix & Go car service network.

When you visit a Fix & Go car service mobile centers you can depend on our
expertise to get the job done. Regardless of how well you know your car, you can
always feel confident in the advice you are given and the standard of workmanship
you will receive. That’s why Fix & Go have produced this Code of Practice for our
approved network of services.

This Code of Practice sets out in a clear way what you can expect from our network.
Each and every one of our approved services works within these guidelines.

Our 8-point customer commitment at a glance:

1. We always treat customers with fairness and respect

2. Clear and uncomplicated billing
3. Work will always be carried out in a timely fashion
4. We will not sell you unnecessary parts, services or guarantees
5. Complaints will be dealt with fairly and quickly
6. Like-for-like quality parts are always used
7. All repairs will be conducted in line with manufacturers’ recommendations
8. Our promotions and advertising will be honest and truthful

To get a full understanding of Fix & Go car services' standards and practices, please
see the full Code of Practice below.
Contents
Welcome to Fix & Go car services
Our commitment to 100% Customers Satisfaction
What’s covered by the Code of Practice?
Always trying harder to work better
Commercial practices
The customer’s role
Resolving customer complaints
Further development of this Code of Practice

Contact details:
Fix & Go Corporate for Trade and Services Ltd.
Fix & Go car services, Cairo, Nasr City, Al-Nasr Road
01110117759
info@fixandgo.app
www.fixandgo.app
© Fix & Go Corporate for Trade and Services Ltd.
Reproduction and/or duplication of all or any part of this publication is only to occur
with the written permission of Fix & Go Corporate Ltd.
Welcome to
Fix & Go Car Services
Fix & Go is a household name in automotive maintenance with an outstanding
reputation for quality.

We’re no stranger to the aftermarket either, as Fix & Go for car services has
operated approved repairer schemes for over 10 years. For the customer, this
experience has come together in the form of the Fix & Go for car services network
(FGCS).

The FGCS network unites all the benefits offered by a reputable local automotive
maintenance agency together with the unrivalled support and expertise of our
specialists’ team.

The FGCS network is made up of carefully selected mobile service vehicles with an
ongoing commitment to the highest levels of technical and customer service.

To make sure the highest standards are maintained, all FGCS mobile service vehicles
participate in a Programme of quality & performance checks. You can recognize a
FGCS mobile service vehicles by its distinctive sign, which features the words Fix &
Go along with the olive, orange and red FGCS logo.

For further information on Fix & Go car services, please refer to www.fixandgo.app.

Our commitment to
100% Customers Satisfaction
When you book appointment for maintenance with Fix & Go mobile service vehicles
you can depend on our expertise to get the job done. Regardless of how well you
know your car, you can always feel confident in the advice you are given and the
standard of workmanship you will receive. That’s why Fix & Go corporate for trade
and services Ltd have produced this Code of Practice for our approved network of
services.

This Code of Practice sets out in a clear way what you can expect from our network.
Each and every one of our approved services works within these guidelines and we
offer comprehensive training so we can be sure everyone’s on board with our
customer commitment. Our 8-point customer commitment at a glance:

- We always treat customers with fairness and respect

- Clear and uncomplicated billing
- Work will always be carried out in a timely fashion
- We will not sell you unnecessary parts, services or guarantees
- Complaints will be dealt with fairly and quickly
- Like-for-like quality parts are always used
- All repairs will be conducted in line with manufacturers’ recommendations
- Our promotions and advertising will be honest and truthful

In the unlikely event one of our FGCS network members falls short of our high
standards, we have included information on how we resolve any disputes fairly. You’ll
find more about this on page 13. The Fix & Go car services Code of Practice is
intended to offer extra reassurance on top of your consumer rights.

What’s covered by the

Code of Practice?
The Bosch Car Service Code of Practice covers the work our network undertakes
every day when repairing or servicing your car or light commercial vehicle.

This work could include:

 Standard interval servicing – whether it’s part of a major or minor service

schedule

 General mechanical repairs – on items like your brakes, transmission, steering or

exhaust system

 Fault finding and problem solving – on work relating to items like auto electrics,
air conditioning electronics, cooling and wiping systems

 Fault diagnostic service – such as the detection and correction of faults within
modern electronic control systems associated with fuel injection, engine
management, ignition systems and braking systems
Always trying harder
to work better
This part of the Code of Practice explains the way we work and the procedures we
follow to make sure mobile service vehicles of Fix & Go always offer you a high level
of care and attention.

Customer Care
FGCS's Mobile Service Vehicles will:
- Never discriminate for any reason and will treat all customers with courtesy,
respect and fairness
- Make every effort to understand your needs and expectations and will not
recommend or carry out work that is not required or is unnecessarily expensive
- Before starting, check that you fully understand and agree to the work that is to
be carried out. Including an explanation of the work, the parts required, the
overall costs including VAT and warranty coverage
- In the case of vulnerable or disadvantaged customers, demonstrate the highest
level of patience, understanding, care and helpfulness to ensure that the
customer has access to and is able to make a balanced and informed choice of
services and/or products
- Not use any high-pressure selling techniques to carry out work, but will let you
know about any action that should be carried out on the grounds of safety,
reliability or simply good customer care

Costs and Charges

FGCS's Mobile Service Vehicles will:
- Offer and, if required, provide you with a detailed written estimate that includes
the cost of parts, labor, any other costs or services and VAT
- Before continuing, seek your authorization for any work or costs that become
apparent during the work phase but were not previously agreed
- In the event of diagnostics work, provide costs before starting the job
- Display details of accepted payment methods (credit cards, etc.) within the
Mobile Service Vehicle commander.
Finishing On-Time
FGCS's Mobile Service Vehicles will:
- Provide you with a realistic completion time
- Through the App, use management booking system to underpin completion times
- If a delay becomes unavoidable, give you as much notice as possible to allow you
to agree alternative completion arrangements or to exercise the cancellation
rights afforded to you by this Code of Practice

Replaced Parts
FGCS's Mobile Service Vehicles will:
- Make available upon request, parts removed or replaced for customer inspection
within a reasonable time frame

Invoices
FGCS's Mobile Service Vehicles will:
- Provide an e-invoice which clearly shows details of labor charges, parts replaced,
consumables used and any other service routines carried out
- Ensure that the content and value of the final invoice will correspond to those
details previously quoted, subject to additional work being authorized by the
customer
- Include on the final e-invoice recommendations or observations regarding the
need for further work or concerns related to safety aspects

Warranty (Guarantee)
FGCS's Mobile Service Vehicles will:
- Guarantee their work
- Respect and abide by the statutory rights protecting customers by law
- Provide you with clear and accurate details of the warranty coverage before and
after the completion of work
- Not engage in the high pressure selling of additional guarantees

After sales service

FGCS's Mobile Service Vehicles will:
- Respond promptly and effectively to any of your enquiries relating to work they
previously carried out
- Investigate and rectify queries or problems associated with the original repair
and/or service, wherever possible at no cost
- Before starting any additional work, discuss and agree with you any charges
which have become necessary
 - Seek at all times to minimize any additional charges and ensure these charges
are proportional to the original repair and/or service that was provided

Workmanship
FGCS's Mobile Service Vehicles will:
- Unless requested by you and subject to availability, supply service parts of an
equivalent or matching quality to those fitted as original equipment
- Repair and service your vehicle in accordance with specifications published by
Fix & Go or to vehicle manufacturer specifications as published by industry-
recognized providers of such information

Commercial Practices
Here’s how important legal and commercial matters are handled.

Contract Terms
FGCS's Services will coverage:
- Comply with the Unfair Terms in Consumer Rights Act 2018 This ensures that
your rights and obligations are balanced with the FGCS services and that
contracts are presented in a plain and easy to understand way.

Cancellation Rights
FGCS's Services will coverage:
- Allow you to cancel the repair/service agreement at any time, in writing, subject
to any legal right to cancel the agreement without liability
- Hold you liable for no more than any reasonable costs already incurred up to the
time of cancellation. These costs may include labor and parts for work already
completed plus the cost of other parts or services ordered or obtained but which
cannot be cancelled, returned or resold
- Where a repair/service agreement is cancelled, always minimize any costs

Prepayments
FGCS's Services will coverage:
- Provide a clear receipt which details the value of the payment made and the exact
nature of the product and/or services that this payment relates to
- Confirm how such a deposit or prepayment is protected by the FGCS app.
Advertising & Promotion
FGCS's Services will coverage:
- Comply with the Egypt Non-broadcast Advertising and Direct & Promotional
Marketing and all other statutory requirements

The Customer’s Role

As a customer of the Fix & Go for car services, you have a real opportunity to help
make the Code of Practice work and to help us monitor and improve the performance
of FGCS services. This section details how you may assist.

Opinion and Feedback

- It’s important to measure how successful we’ve been in achieving customer
satisfaction. We appreciate that your comments, good or bad, will help greatly in
delivering this Code of Practice.
- Please complete an online survey by visiting www.fixandgo.app or through your
account in our app.

Customer Requirements
When you arrange a repair and/or service, please help the garage to meet your
needs by:
- Giving as much information as possible, e.g. symptoms or concerns, or any
previous repair history of the vehicle
- Discussing and understanding the nature of the work that’s suggested
- Agreeing any specific or special requirements that the FGCS services is expected
to meet
- Letting the specialist know if your car is covered by a vehicle manufacturer’s
warranty or a mechanical breakdown warranty.
Our Responsibility to our Services
- This section of the Code of Practice describes the responsibilities Fix & Go has to
ensure that the FGCS services follow this Code of Practice and develop the Code
of Practice in future so that it continues to benefit our customers.

Monitoring and Compliance with this Code of Practice

To ensure that the FGCS's Code of Practice is followed, Fix & Go will:
- Will audit and review our FGCS maintenance and operational orders weekly (52
times per year) to ensure they adhere to the standards and guidelines set by Fix
& Go.
- Review and assess customer complaints and customer satisfaction feedback to
determine any need to revise this Code of Practice or take action against a
FGCS's team members. Our scheme allows for a variety of measures, ranging
from actions to improve FGCS services performance, through to expulsion of a
team-member from the FGCS car services network.

Resolving Customer
Complaints
Together with Fix & Go, the customer service advisors have a strong commitment to
customer satisfaction and will always work with you to resolve a complaint fairly and
quickly. This section of the Code of Practice describes the complaint handling
procedure.
- Should you feel dissatisfied, complaints should be made to the Customer Care
Department. This may be done either through our App.
- Should you prefer to pursue a complaint through recognized consumer
organization like Consumer Protection Agency, etc., then the FGCS's team will
continue to co-operate fully to resolve the complaint
- The FGCS's customer services department has in place a clear procedure for
recording and dealing with customer complaints. The responsibility for dealing
with complaints will rest with the Customer Service Manager.
- The FGCS's team will set out to resolve any complaint within 10 working-days
of receiving it
 - In order to Putting things right; If you’re ever dissatisfied with the quality of
our repair or service then your FGCS's team will do everything they can to put
things right.

Further development
of this Code of Practice
Our Disciplinary Procedures:
To ensure that compliance of this Code of Practice is enforced, Fix & Go will:
- Subject any incidents of non-compliance which cannot be resolved through the
FGCS's quality development process to disciplinary measures

- Apply disciplinary measures that will be proportional to the nature &

circumstances of the non-compliance.

- In cases where disciplinary action resulted from a customer complaint, inform

the customer directly of the action taken
 - Ensure that all disciplinary measures taken by Fix & Go are independently
checked to ensure that such measures are carried out in an objective, fair and
uniform way

To ensure the content of the Code of Practice remains relevant and appropriate Fix &
Go will:
- Endeavour to keep FGCS services fully informed of the changes in consumer
expectations, best working practices and/or legislation relating to this code.

© Fix & Go Corporate Ltd

Reproduction and/or duplication of all or any part of this publication is only to occur
with the written permission of Fix & Go Corporate Ltd.