Frequently Addressed Issues - Supplier
A key for all issues encountered by service agents and how to help
Supplier Lockbox Access
No LED light flashing when card swiped
Information Required:
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Registration being collected
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Location where card obtained
| Possible Cause | What to Check | Next Steps | Additional Follow Up |
| No booked under right maintenance user | User the booking has been made under should match the user listed under maintenance in General Information | Cancel current booking a create e new one under the correct user - advise supplier to retry box in 2-3 mins | Block vehicle for 3+ days for all maintenance issues |
| Picking up early/late | Is the booking start time longer the 60 minutes from now or has it been over 30 minutes since the booking start time | Cancel current booking and remake a new booking for collection now - advise supplier to retry box in 2-3 mins | Block vehicle for 3+ days for all maintenance issues |
| Using incorrect card | Is the card being used obtained from the lockbox using the code? | If no, advise where to find card |
If all checks are completed, and they still cannot access escalate to madison.bowker@waitematadhb.govt.nz
It is asking to return a different vehicle?
Information Required:
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Vehicle they are here to collect
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Vehicle registration asking to be returned
Solution: Advise the Service Agent to contact Madison Bowker on+64212740617 and send all booking details to madison.bowker@waitematadhb.govt.nz
Next Steps: Request new return date from supplier that has the unreturned vehicle and send to Madison to update internal system. Update PVBS booking to new return date a move any conflicting bookings.