At SuperZen Cars, we understand that some issues require immediate attention or escalation to senior support staff. Our escalation process ensures that urgent or complex issues are handled promptly and effectively.

When to Request Escalation

• Safety Issues: Any safety-related vehicle problems
• Urgent Breakdowns: Vehicle not drivable or unsafe to drive
• Warranty Disputes: Complex warranty claim issues
• Service Delays: Extended delays in service completion
• Billing Disputes: Significant billing or payment issues
• Repeated Issues: Problems that haven't been resolved after multiple attempts

How to Request Escalation

1. Contact Support: Reach out through any support channel
2. Explain the Situation: Clearly describe why escalation is needed
3. Provide Details: Include all relevant information and previous interactions
4. Request Escalation: Specifically ask for escalation to a supervisor
5. Follow Up: Keep track of your escalation request

Escalation Timeline

• Immediate Escalation: Safety issues and urgent breakdowns
• Within 2 Hours: Warranty disputes and service delays
• Within 24 Hours: Billing disputes and repeated issues
• Follow-up: Regular updates until resolution

Escalation Contact Information

• Email Escalation: Add "URGENT" or "ESCALATION" to subject line
• WhatsApp Escalation: Send "ESCALATION" as first message
• Phone Escalation: Ask to speak with a supervisor
• In-Person Escalation: Request to speak with center manager

How to Contact Us

• Email: support@pdi-superzenstore.zendesk.com
• WhatsApp: +60 12-266 0189
• Chatbot: Use our Chatbot on our website or Help Center
• Help Center Form: https://superzenhelp.vlan.asia/hc/en-us/requests/new

We're committed to resolving your issues promptly and effectively!