Investigate Motor Regional Specs

Customers may report that their vehicle is classified as Non-GCC spec on the platform, while they believe it to be a GCC spec. This discrepancy can occur due to incorrect engine number information or other registration details in the system.

Resolution Steps for "Investigate Motor Regional Specs"

Case Description

• The customer claims that their vehicle is GCC-spec, but the platform classifies it as Non-GCC.

Resolution Steps

1. L1 Action:

   • Assign the case to L2 support on CRM.

   • Note: Refrain from sending requests via Slack.

2. L2 Action:

   • Perform a Google search using the car chassis number.

   • Check the engine number on the VCC/Mulkiyah document. Ensure the engine number is valid, and avoid any written values such as "NULL," "NILL," or "ZERO." Electric vehicles typically do not have an engine number.

   • Verify the VCC registration date and car model year.

Classification Criteria

• If the Google search returns a result and the engine number is valid:

  • Non-GCC

• If the Google search returns no results and the engine number is missing on the VCC/Hiyazah document:

  • Can be considered as GCC

• If the Google search returns no results, there is no engine number, and the VCC registration date is 1 year later than the car model year:

  • Non-GCC

• If the Google search returns no results, the car has an engine number, and the manufacture year is the current or a future year:

  • GCC

• If the Google search returns a result and there is no engine number on the VCC/Hiyazah document:

  • Non-GCC

Conclusion

By following the above classification steps, customer service representatives and L2 support can accurately determine whether a vehicle is GCC or Non-GCC spec. This process ensures that the customer’s concerns are addressed in a structured and efficient manner.