BENTLEY
ASSISTANCE SERVICE
QUICK REFERENCE GUIDE
Introduction
The comprehensive Bentley Assistance Service has
been designed to provide you and your passengers with
complete peace of mind and the assurance that, in the
unfortunate event of an accident or the occurrence of any
other roadside emergency which prevents the car from
being driven, qualified assistance will be available at any
time of the day or night throughout the year.
While we very much hope that all your driving experiences
will be free from any such interruption, we recommend that
you take a little while to acquaint yourself to the benefits
and conditions of Bentley Assistance Service set out in this
guide.
Please allow Bentley Assistance Service to make all the
necessary arrangements on your behalf. If you choose to
make arrangements yourself, they may not be covered by
the Bentley Assistance Service.
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What to do if you need assistance?
Should you ever require assistance while on the road,
simply call the Bentley 24 hour Roadside Assistance Hotline
for Mainland China 400 0900 365 or (+86) 10 8447 5828.
Please have the following information ready:
•
Your name and contact phone number
•
Vehicle Identification Number (VIN)
•
License plate number, vehicle model and colour
•
Description of the problem and exact location
Important note:
Do not make your own vehicle assistance/recovery
arrangements through a third party. In order to qualify for
the benefits provided by Bentley, you must contact or seek
assistance only from the Bentley Assistance Service.
In the event that your vehicle requires to be towed, please
ensure that you remove all your belongings from your
vehicle prior to towing. Bentley Assistance Service will
not be responsible for any loss or damage to personal
belongings left in the vehicle.
Assistance
Bentley Assistance Service ensures that you enjoy the very
best service, should the need ever arise.
The service has been designed to ensure that primary
concerns are dealt with expediently and that you are
immediately put in contact with experts who will know
how best to deal with any emergency.
A comprehensive range of benefits, as described in this
guide, are available 24 hours of the day, every day and are
coordinated by our authorised service provider.
We hope that you will enjoy the security that this service
offers.
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Definitions
Bentley Assistance Service – is the name of the
roadside assistance scheme designed to suppor t
customers of Bentley experiencing immobilisations.
Vehicle – is a Bentley imported vehicle sold in Mainland
China (excluding Hong Kong Special Administration
Region, Macau Special Administration Region and Taiwan)
by an authorised Bentley Dealer which is entitled to
receive assistance service free of charge for 3 years from
warranty start date.
Covered Area – is anywhere, as long as the vehicle
is accessible by the recovery vehicle. Assistance will be
provided no matter where you are (i.e. at home, on the
roadside, on the highway, in a parking lot, etc), as long as
you are not already at an Authorised Bentley Dealer.
Service Valid Date – is the date of delivery until the end
of its 3 years warranty period.
Passengers – are persons (in addition to the driver),
if any, travelling in your vehicle at the time assistance
is required from Bentley Assistance Service, up to the
maximum number of passengers legally authorised in the
vehicle (including the driver).
Bentley Dealers – is any Dealer that has been duly
authorised by Bentley to perform repair services on
Bentley vehicles as part of its normal business.
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Benefits available
•
Bentley Assistance Service at home or on the
road
If your vehicle is immobilised whether at home or on
the road, Bentley Assistance will attend to your vehicle. If
Bentley Assistance thinks the vehicle can be repaired at
the roadside, then that approach shall be attempted first
where possible.
Cover includes the following services:
•
Bentley Assistance Service at home or on the
road
If you encounter vehicle problems of a minor nature, a
Bentley technician will be dispatched to provide assistance
and try to get your vehicle mobile again.
±±
Tire replacement: Bentley Assistance Service shall
replace any flat/punctured tire with the backup
tire of the related vehicle, when you are unable to
operate properly due to a flat/punctured tire.
±±
Emergency fuel refilling: Bentley Assistance Service
shall provide emergency fuel delivery service
by refilling fuel tank of the vehicle to enable
you to drive to the nearest available re-fueling
facility when a vehicle is immobilised or unable
to operate properly due to lack of sufficient fuel.
As for the emergency fuel delivery service, you
should bear the gas fees, and such service shall
comply with the relevant local provisions. By using
the wrong fuel, an empty tank service will be
arranged.
±±
Unlocking: When the lock of the vehicle is selflocked or a key to the lock is left over in the
vehicle, Bentley Assistance Service shall, at your
sole discretion, first assist to pick up the back-up
key.
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Benefits available
•
Towing
If your vehicle is unable to be mobilised following
breakdown, pilot error or accident, a tow truck will be
sent to recover your vehicle depending on the following:
1. There are no limitation and no extra fee within
the same province for towing to the preferred
authorised dealer if required by you.
2. There are no limitation and no extra fee between
two or more provinces, if the towing destination
to your preferred authorised dealer doesn’t
exceed 250 km (single trip).
•
Rescue with crane
Should a Bentley Vehicle be sunk into a trench when
running on road, and cannot overcome the plight by the
driver, Bentley Assistance Service will arrange a crane or
corresponding assistance facilities to the site, and handle
the retrieval of the vehicle. In the event the vehicle is
unable to operate properly, Bentley Assistance Service
will tow the Bentley Vehicle depending on your towing
preference.
To be provided when Bentley Assistance Service
needs to tow the Bentley Vehicle to dealer for
repairing and the repairing cannot be done that
day, you can choose one of below three benefits:
•
Replacement Car
oo
Limited to the car repairing period.
oo
Repairing period: not exceeding 5 days at
maximum and total limited to RMB 1500.
oo
Executive type: Audi A8, A6 or VW Phaeton, VW
Touareg should be preferred. If none of these
vehicles is available, then a Lexus LS400 could be
chosen. Alternatively, if there is no other choice, a
BMW or Mercedes-Benz could be provided.
oo
Free vehicle rental and taxes. Any petrol costs,
insurances and costs of additional equipment
should be paid by yourself.
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Benefits available
•
•
Accommodation during the car repairing period
oo
Limited to the car repairing period.
oo
The maximum number of persons covered by the
service is the legally limited seats for the vehicle;
this benefit applies to a maximum 5 persons.
oo
Maximum 5 nights.
oo
The highest grade shall be the fee for standard
room of 5 star-level hotel and the relevant tax
fees; the extra fees, like phone fee, room service
fee, shall be bear by yourself and must be paid
before checking-out.
Onward Journey
oo
The distance for continuous travel shall not exceed
the distance from the breakdown site to the
residential place.
oo
The maximum number of persons covered by the
service is the legally limited seats for the car; in this
case, this benefit applies to a maximum 5 persons.
oo
If the distance is within 1,000 km, train ticket will
be reimbursed.
oo
If the distance exceeds 1,000 km, business class
air-ticket will be provided.
oo
If it is more convenient and economical to travel
by taxi than by first-class train, the taxi fees shall
be reimbursed.
oo
Bentley Assistance Service will bear the relevant
fees incurred in the course of the ticket pickingup (taxi fee, public transportation fees).
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Benefits available
•
•
Picking-up Service
oo
The vehicle has been towed to the repairing
workshop for repair, and the onward journey
benefit arranged for the same event by Bentley
Assistance Service have been used.
oo
Limited to one person only.
oo
According to the onward journey benefit, being
responsible for reimbursing the fees for the single
journey for the purpose of taking back the vehicle.
Transport of the repaired vehicle
oo
Only if the towing cost is less than car picking cost.
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GENERAL TERMS AND CONDITIONS
RELATING TO THE BENEFITS
Adverse weather conditions
On those occasions when adverse weather conditions
such as floods, heavy thunder and lightning challenge
external resources, some operations may become physically
impossible until the weather improves. At such times, our
main priority is to ensure that you and your passengers are
taken to a place of safety; the towing of your vehicle may
not be possible until weather conditions permit.
Rights
In the case of false statement, Bentley Assistance Service
shall have the right to refuse any or all benefits.
Force majeure
Bentley Assistance Service shall not be liable for failure to
provide the services under the terms of service set out in
this document if such failure is caused or contributed by
acts of nature, acts of a public enemy, acts of governmental
authority or any political sub-division or any department
or regulatory agency thereof or entity created thereby,
acts of terrorism, orders of any court or arbitrary body,
acts of any person engaged in subversive activity or
sabotage, strikes, embargoes, delays due to any of the
above causes or events beyond our reasonable control.
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GENERAL TERMS AND CONDITIONS
RELATING TO THE BENEFITS
Expectation to Bentley Assistance Service
Bentley Assistance Service is intended to cover for
emergency situations only.
Therefore, Bentley Assistance will not cover the following
problems:
±±
the vehicle is participating in any racing or rally campaign
or speed or durability testing or is driving on a nonofficial road;
±±
war, riot, rebellion, political demonstration, robbery,
strike, military or anti-terrorism acts, or disaster
caused by earthquake, adverse weather or atmospheric
phenomenon, or radiation caused by nuclear fission or
manual acceleration of atomic particles;
±±
any breakdown caused by intentional destruction,
damage or participation in illegal or criminal activities;
±±
the breakdown of the vehicle is caused directly or
indirectly by interference by the police or other relevant
authorities;
±±
damage caused by operation of the vehicles without
following the use instructions;
±±
any relevant fees or property losses caused after
breakdown of the vehicle;
±±
the vehicle is not maintained at such status that is suitable
for driving on the roads or not maintained according to
the suggestions of the vehicle manufacturer;
±±
the vehicle is used for commercial purposes like taxiing
or leasing, etc.;
±±
the vehicle is used for the purpose of trial driving;
±±
any matter which does not affect the safe driving of the
vehicle;
±±
falling into the plight for any reason other than accidents;
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GENERAL TERMS AND CONDITIONS
RELATING TO THE BENEFITS
±±
when the driver of vehicle falls within one of the
following circumstances:
oo
at the drunk status; if the alcohol content in the
blood of the driver of vehicle exceeds the value
as specified in the traffic laws, vehicle driving
laws, road safety laws or the Law of the People's
Republic of China on Road Traffic Safety and the
Regulations on the Implementation of the Road
Traffic Safety Law of the People’s Republic of
China, it will be deemed as drunk status.
oo
when the driver of vehicle is affected by drugs,
poisons or over-the-counter anaesthetics;
oo
no driving license or corresponding license for the
type of vehicle, or the driving license is revoked or
withdrawn due to violation of relevant provisions;
±±
the drivers as designated by you violate the relevant
provisions, causing overstaffing, or violation of the
provisions on the weight of the loaded articles or
animals or the loading or arrangement modes, which
is the main reason for the accident or loss;
±±
when vehicle has no corresponding documents or
certificates (including technical inspection and mandatory
insurances), or is not complying with legal requirements
or such requirements for public road traffic of the
beneficiary’s vehicle;
±±
when vehicle carries hydrocarbon fuel, inflammables,
explosives, toxic mineral substances or other materials,
causing losses;
±±
when vehicle carries the wounded as an ambulance or
the dead as a hearse;
±±
when vehicle carries articles that are not well packaged
or that easily become broken or go rotten.
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Assistance process
Prepare the following
information:
•Your name and contact
phone number
•Vehicle Identification Number
(VIN)
•License plate number, vehicle
model, colour
•Description of the problem
and exact location
If prefer to contact
certain authorised
Bentley Dealer
YES
NO
Dial 400 0900 365 or
(+86) 10 8447 5828 for
assistance and advise the
prepared information
Advise dealer the prepared
information
Get SMS from Bentley Assistance
Service with estimated arrival
time of the provider
Advise your preferred dealer*
after the provider arrived
Fill out the VCRF** document
provided by provider
If repair of the car
needs to last longer
YES
Please choose your options stated
in the brochure and advise dealer or
Bentley Assistance Service
Collect all necessary documents
for reimbursement
NO
Stay on site or at the dealer
Pick up the car, once it’s informed
by dealer that the car is fixed
Send the reimbursement documents
to Bentley Assistance Service or
your authorised Bentley Dealer
Get reimbursement within
30 working days
Dial 400 8906 668 for Bentley
Customer Care Center
YES
* Please be aware that the costs for towing over
250 km will not be reimbursed by Bentley or Allianz
** Vehicle Condition Recovery Form
*** Please be prepared to get a call from Bentley
Assistance Service
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Do you have
any questions or
suggestions?
NO
Done***
Bentley Authorised Dealers
Province
City
Telephone number
Anhui
Beijing
Chongqing
Fujian
Guangdong
Guangdong
Guangdong
Guangdong
Guizhou
Hebei
Hebei
Heilongjiang
Henan
Hubei
Hunan
Inner Mongolia
Jiangsu
Jiangxi
Jilin
Liaoning
Liaoning
Shanxi
Shandong
Shandong
Shanghai
Shanxi
Sichuan
Tianjin
Xinjiang
Yunnan
Zhejiang
Zhejiang
Zhejiang
Zhejiang
Zhejiang
Hefei
Beijing
Chongqing
Xiamen
Shenzhen
Guangzhou
Dongguan
Foshan
Guiyang
Tangshan
Shijiazhuang
Harbin
Zhengzhou
Wuhan
Changsha
Ordos
Nanjing
Nanchang
Changchun
Shenyang
Dalian
Xian
Qingdao
Jinan
Shanghai
Taiyuan
Chengdu
Tianjin
Urumqi
Kunming
Hangzhou
Wenzhou
Jinhua
Ningbo
Shaoxing
(+86) 55166012828
(+86) 13701359950
(+86) 2386372555
(+86) 5925637188
(+86) 75525123106
(+86) 2034780261
(+86) 75581191391
(+86) 2083109708
(+86) 8513900698
(+86) 15075589595
(+86) 31166183336
(+86) 45187008221
(+86) 37186617666
(+86) 2761889110
(+86) 73185069111
(+86) 4778103770
(+86) 2586981080
(+86) 79183901901
(+86) 18843015667
(+86) 2431371777
(+86) 15542625299
(+86) 2989168833
(+86) 18678966852
(+86) 18615587695
(+86) 2160651133
(+86) 15386993777
(+86) 2885171008
(+86) 13920819966
(+86) 9913382255
(+86) 87168585588
(+86) 57185223989
(+86) 57788006988
(+86) 57982289966
(+86) 57428892996
(+86) 57589598781
Status of September 2013
If you have any questions or require additional dealer’s
information please contact your Bentley Customer Care
Center at 400 890 6668.
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Published by
Bentley Motors China • Aftersales Service
www.china.bentleymotors.com
The information given here must not be taken as forming part
of, or establishing any contractual or other commitment by
Bentley Motors Limited and no warranty or representation
concerning the information is given.
The name ‘Bentley’, the ‘B in wings’ device and radiator grille
are registered trademarks.
© 2013 Bentley Motors China.