Cupra Customer Service.

ateca-chris

Active Member
Jun 7, 2021
20
13
I've sent 2 messages to Cupra Customer Services through their website and as yet had no reply.
All I want to know is, as I bought an Approved used Ex-Demo from an approved SEAT/Cupra dealer do I still qualify for the 3 year Cupra Care Pack, i.e. 3 years roadside assistance and first 3 services free. In other words, is it transferable?
I didn't get the bracelet or keyring, I assume someone at the dealership kept them, but as all the info on the car is online I also have no paperwork for the care package.
I was wondering if anyone has had the same issues.
In reality it should only take Customer Services 2 minutes to reply but they don't seem bothered about doing so.
I just want to know for piece of mind.
Cheers Chris.
 
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Terry99

Active Member
Aug 2, 2019
32
10
Silsden, West Yorkshire
I had the same issue. Bought an ex demo and no bracelet or keyring. I asked the dealer to arrange for my CupraCare to be set up. They did this through VWFS who administered the scheme. Once set up, any dealer can look up your entitlement on the system. CupraCare is registered against the car, not the owner. When you have your service done, the garage gets the invoice paid via VWFS.
So, you might get a better/ quicker result if you push your dealer to action.
 
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ateca-chris

Active Member
Jun 7, 2021
20
13
I had the same issue. Bought an ex demo and no bracelet or keyring. I asked the dealer to arrange for my CupraCare to be set up. They did this through VWFS who administered the scheme. Once set up, any dealer can look up your entitlement on the system. CupraCare is registered against the car, not the owner. When you have your service done, the garage gets the invoice paid via VWFS.
So, you might get a better/ quicker result if you push your dealer to action.
Cheers.
I might just look up the contact details for VWFS and see if they are more helpful.
Cupra CS don't seem bothered about their customers and the dealer I bought from aren't exactly local. I could try my local SEAT dealer if I don't have any joy with VWFS.
 

M4ppy

Active Member
Jan 20, 2021
37
40
you only get this on retail cars, if it was a dealer owned or seat owned car your stumped, I had the same issue after buying a seat owned car. Should have the details on the log book of last owner
 

Terry99

Active Member
Aug 2, 2019
32
10
Silsden, West Yorkshire
I found this on Facebook and copied it to my dealer. He used it to pursue with VWFS. Good luck!!


1624301967844.jpeg
 
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M4ppy

Active Member
Jan 20, 2021
37
40
Thanks for the confirmation, some of the dealer demos are none retail cars. But if the OP checks they should be able to work it out. It wasnt a show stopper but as I saved a lot on the car, paying for the service still made it worth it. I recently sold it to another dealer for almost what I paid for it a year earlier, they do hold money well.
 
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cupraatecastu

Active Member
Jun 29, 2020
17
14
I've sent 2 messages to Cupra Customer Services through their website and as yet had no reply.
All I want to know is, as I bought an Approved used Ex-Demo from an approved SEAT/Cupra dealer do I still qualify for the 3 year Cupra Care Pack, i.e. 3 years roadside assistance and first 3 services free. In other words, is it transferable?
I didn't get the bracelet or keyring, I assume someone at the dealership kept them, but as all the info on the car is online I also have no paperwork for the care package.
I was wondering if anyone has had the same issues.
In reality it should only take Customer Services 2 minutes to reply but they don't seem bothered about doing so.
I just want to know for piece of mind.
Cheers Chris.
Just FYI, if your vehicle doesn't qualify for the third year Cupra Care package (mine didn't because I bought a 'static' demonstrator aged over 12 months), you can get a third year roadside assistance free if you book your second year service online (service cost £269).
 

Mike the_cupra

Active Member
May 29, 2020
151
79
Does anyone know if the CupraCare is linked to VWFS? I've paid off the finance now, but still have the portal showing 2 remaining services. I'm assuming not but you never know...
 

rafletcher

Active Member
Feb 18, 2021
453
189
Thread necromancy. Having read this thread, and having bought a 6 month old ex-demo Cupra Ateca, I thought I’d contact CS and ask about Cupra Care, using the above screenshot. I emailed [email protected]. I got a response (on June 28th) within 36 hours that, yes, my car should have Cupra Care (despite the dealer at point of sale mentioning nothing about it) and that they would contact the dealer to get it added. I had a couple more communications letting me know it was ongoing, and today I got the contact name at the dealer to make sure all my details were correct. What I don’t yet know is what the current cont3nt of Cupra Care is, as apparently SEAT have been making changes to their packages. If it’s not 3 years servicing and roadside (what it would have been at date of purchase) I’ll be back on to CS to complain.
 
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bgb

Active Member
Jan 22, 2019
600
316
I keep forgetting about Cupra Care - My question I've been meaning to ask is, does anyone know if this applies to a Leased vehicle? Direct through VWFS/Cupra (SEAT)?
 

rafletcher

Active Member
Feb 18, 2021
453
189
I keep forgetting about Cupra Care - My question I've been meaning to ask is, does anyone know if this applies to a Leased vehicle? Direct through VWFS/Cupra (SEAT)?
I don't believ so - it applies to "retail" vehicles, and some (but apparently not all) ex-demo cars up to 1 year old when sold.
 
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ateca-chris

Active Member
Jun 7, 2021
20
13
Well I've eventually got a response.
After contacting CUPRA CS, VWFS and SEAT CS I finally got the answer I had hoped for, and it only took them 3 working days.
After using the link above kindly supplied by rafletcher, I got this:

"Thank you for your email regarding CUPRA Care for the above vehicle.

I’m sorry to hear that after contacting various departments you have still not got the help you need. This is not the kind of service we want for our customers and I would like to thank you for bringing this to our attention.

After checking your vehicle registration in our vehicle database I can confirm it qualifies for CUPRA Care."


They then give me the name of the person at the dealership who should action this.
So all I'll have to do now is sit back and wait for the first service to become due.
I still cannot think why the dealers don't know how to sort this when you first buy the car and have to be chased up by CS.
 

Terry99

Active Member
Aug 2, 2019
32
10
Silsden, West Yorkshire
Well I've eventually got a response.
After contacting CUPRA CS, VWFS and SEAT CS I finally got the answer I had hoped for, and it only took them 3 working days.
After using the link above kindly supplied by rafletcher, I got this:

"Thank you for your email regarding CUPRA Care for the above vehicle.

I’m sorry to hear that after contacting various departments you have still not got the help you need. This is not the kind of service we want for our customers and I would like to thank you for bringing this to our attention.

After checking your vehicle registration in our vehicle database I can confirm it qualifies for CUPRA Care."


They then give me the name of the person at the dealership who should action this.
So all I'll have to do now is sit back and wait for the first service to become due.
I still cannot think why the dealers don't know how to sort this when you first buy the car and have to be chased up by CS.
Couldn’t agree more. So frustrating. They’ve only had 2 years to sort this process out!! (Yes same happened to me when I bought my Cupra Ateca 2 years ago)
 
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Tell

Full Member
Staff member
Moderator
Presumably it was as I said on the system, just a question of typing in the details. The dealers consult whatever the VW systems have so as long as that is correct all is good. No branding when you get to VW finance that run the show. They all on the same campus in MK ;).
 

ateca-chris

Active Member
Jun 7, 2021
20
13
Presumably it was as I said on the system, just a question of typing in the details. The dealers consult whatever the VW systems have so as long as that is correct all is good. No branding when you get to VW finance that run the show. They all on the same campus in MK ;).
This is what I don't get, why do the main dealers not seem know anything about this and why should it be up to anyone to add your car to the system, shouldn't it already be on there, regardless of anyone having to add it, and why should it be up to the customer to find these things out for themselves and do all the chasing up.
Surely this would be a great selling point for them, the CUPRA Care package is a really good deal, assuming it's still the same deal I read about.
The main SEAT/CUPRA dealer I bought the car from had a designated CUPRA specialist salesman, why does he not know these things? He was the the one who told me that he didn't think it qualified because it was an Ex-Demo. I'm not blaming the guy, if he hasn't had the correct training then it's not his fault.
All seems a bit hit and miss to me.
 
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