After-sales support for your order
Get help with a vehicle issue or a parts request.
- Vehicle problem
- Symptoms, warnings and when they started.
- Parts request
- VIN, part number and photographs.
- Software
- Version, feature and country of use.
- Arrival damage
- Departure and receiving records.
KEEYAK checks your order records and sends your request to the provider responsible for support. We pass on the issue, follow up on missing information and relay the provider's proposed action.
Contact your order representative, or email KEEYAK with the order reference, VIN and a description of the problem.
What happens after you contact us
Your KEEYAK contact coordinates the request. The responsible provider assesses coverage, technical findings and repair approvals under your order terms.
- 01
Locate your order
We use your order reference and VIN to identify the vehicle, purchase terms and support contact.
- You receive
- Your request sent to the responsible provider
- 02
Review the issue
We pass on your symptoms and evidence. The provider identifies any missing information or further checks.
- You receive
- A response listing any information or checks still needed
- 03
Agree the next action
We follow up on the provider's proposal for diagnosis, parts or repair. You review the approvals and costs before work starts.
- You receive
- A proposed action and cost responsibility
- 04
Follow up on the result
We help pass the work records and outcome back to the provider, including anything still unresolved.
- You receive
- A record of the response and any remaining action
Coverage and repair approvals
Support depends on the terms for your vehicle and destination. Original-market manufacturer coverage may not continue after export; the order identifies the provider and coverage that apply.
- Provider and territory
- The named provider and the countries where the support applies.
- Period and exclusions
- Coverage start, duration, covered components and excluded costs.
- Diagnosis and repair approval
- The checks that can be commissioned and the approval needed before a repair starts.
- Labor, parts and freight
- Approval for parts, workshop labor and freight, including the evidence needed for any reimbursement.
Details for your support request
Put the vehicle details and symptoms in one message under the order reference. Keep the original photos, readings and reports so the provider can examine the evidence.
- Order and delivery
- Order reference, delivery date and your named contact.
- Vehicle identity
- VIN, model and exact version. Use photographs of the relevant labels where needed.
- Location and mileage
- Country, current mileage and when the issue first appeared.
- What happens
- Describe the symptom, when it occurs and any warning message or fault code.
- Supporting evidence
- Clear photos, video, diagnostic readings or the workshop report. Include the date and context.
- Work already carried out
- Recent checks, software changes, replaced parts or repairs, including who performed them.
For a charging problem, include the charger and connector used, any error message, when the problem began and whether another charging session worked. Photos of the connector and warning screen can help the provider investigate.
Identify the part before you order it
Parts that look similar can have different connectors, mounting points or software requirements. Use the vehicle identity and the part's own details to request a match.
Parts
Send the VIN, version, photos, part number if known, quantity and destination. The supplier needs these details to check fit, availability and cost.
Software
Name the feature, current software version, error and country of use. Connected services, languages and updates can differ by market version.
Local work
Agree the workshop, evidence, approvals and costs before commissioning diagnosis or repair. Keep removed-part and work records where requested.
Is it damage from transport or a vehicle issue?
If the difference was found at collection, begin with the departure and receiving records. The shipment's claims process may be separate from the vehicle's warranty arrangements.
What should I send for arrival damage?
Provide the order and transport references, receiving date, dated overview and detail photographs, and any damage noted on the receiving record. Keep packaging or other evidence where the claims procedure requires it.
Can I repair the car first and claim later?
Check the applicable procedure before authorizing work. Ask the responsible party what evidence and approval are needed, and who pays for diagnosis, labor, parts and transport.
Contact us about an existing order
Email or message KEEYAK with your order reference and the details above. If you cannot reach your original contact, the team can help direct the request.