AfterSales Service of Ford Vehicles in NepalPosted On: April 1, 2013 By : AutoLife Team
When out on the hunt for a new vehicle, all it takes for most of us is the combination of an attractive showroom, excellent deal and exciting product to seal the deal. In between all this, we forget to evaluate the after sales services of the company. And by the time one realizes that these services are disappointing, it’s already too late. Since the life of a vehicle actually begins post purchase, it is the efficiency of after sales services which further justify the satisfaction of ownership. Hence, as a monthly feature, we will be bringing out to you the after sales approach of every major automobile distributor in the country. Of course one at a time!
INFO COURTESY: Mr. Rajeev Tamrakar (Service Manager at GO Ford)
PHOTOS: GO Ford
GO Automobiles Pvt. Ltd. (GO Ford) is the automotive division of Golchha Organisation, which has a business legacy of 8 decades of dedicated service to the country. GO Ford is the exclusive dealer of Ford Products in Nepal. The partnership between auto sector leader Ford, with their experience and great products, and GO Automobile, with its local market knowledge and reach, has made it possible for a global brand with more than 100 years of history to be made accessible in Nepal. GO Ford is committed to bringing world-class service to its customers and both its showroom and service station are equipped with highly trained staff and the latest tools to ensure a better service experience. In addition to its 4,600 square-foot showroom area at Thapathali, GO Ford boasts of an 18,000 square-foot workshop area with state of the art service facilities at Sitapaila. The USPs of owning a Ford vehicle in Nepal is that customers enjoy low cost of ownership, high end reliability, easy availability of spare parts and get a good value for money.
Service and Network Highlights:
GO Ford maintains a state-of-the-art service facility with all the required modern garage equipments and special tools. The GO Ford Service Centre is the main authorized service centre for all Ford vehicles in Nepal and is located at Sitapaila, Swoyambhu near APF Headquarters. They specialize in all kinds of repairs and maintenance services of Ford vehicles, including dent and paint services within the same premises.
The main service centre is equipped with modern equipments and tools such as scissors lift, two-post lift, wheel alignment machine, digital balancing machine, tyre changers, jib cranes, hydraulic press, spot welder, MIG welder, plasma cutter, 7.1 metre paint booth etc and universal diagnostic testers with integrated diagnostic softwares.
A special air conditioned Customer Lounge and Driver Lounge with visual and print entertainment aids such as TV, magazines and newspapers are available for customers/drivers to relax, while the vehicle is being serviced.
GO Ford sub-dealer network is spread throughout Nepal with 7 sales showrooms and their authorized service centres. All dealers have to strictly adhere to the service guidelines and procedures as set by Ford India.
Service and Free Check-Up camps for customers such as summer, monsoon and winter camps are organized at the main service centre on a regular basis. GO Ford also organizes frequent service camps at various dealer locations outside Kathmandu.
Vehicle pickup and drop facility with a very nominal charge is also available for those customers who are unable to visit service centre due to time constrains.
They provide a 24 X 7 breakdown service to all their customers. An emergency breakdown repair service van and a specialized vehicle for towing are available whenever required.
Service reminder calls are regularly made to customer from DCRC (Dealer Customer Relation Centre). First reminder is made 15 days prior to service due date, second reminder on 7 days prior to due date and last reminder on due date.
PSF (Post Service Follow-Up) calls to customers are made 72 hours after vehicle repair, maintenance or service to take their feedback on quality of repair and overall service experience. Concerns and complaints are registered and forwarded to the concerned department.
Strong focus is laid on FIRFT (Fix It Right First Time) to ensure that problems in the vehicle are resolved at the first time itself so as to avoid repeated repairs, thereby saving customers time and money.
The parent company Ford India themselves ensures the level of customer satisfaction after a vehicle is serviced or repaired through the CVP (Customer View Point) initiative, which directly surveys customers through telephone calls and emails. The feedback is reported to GO Ford if there are areas that the distributor needs to improve on.
Mechanic qualification & training:
An in-house training for technicians is conducted every week end.
Technicians enrolled for Technical Level 1, 2 and 3 are sent to Ford Training Centres in India. Technicians are also sent to India for Special Field Service Training and Integrated Diagnostic Software Trainings.
Besides Technical Trainings, there are several soft skill trainings for Customer Care Executives and Managers, Service Advisors, Floor Supervisors, Quality Inspectors, Warranty Analysts, Parts Managers and Service Managers who are sent to Ford India for training.
GO Ford assures that technicians from all the sub- dealers are trained to specialize in repairing Ford Vehicles.
Spare parts availability:
Spare parts are specially stocked in a 650 square metre facility maintained by the company.
GO Ford maintains a stock inventory worth more than Nrs.2 Crores and a Safety Stock is maintained for at least 100 cars.
Regular stock order and maximum estimated time of delivery of unavailable parts is ensured within 5 to 10 days.
There is daily delivery of parts to service networks. The company has made it mandatory for all sub-dealers to maintain minimum spare stock.
GO Ford highly focuses in selling only genuine Ford spare parts and in monitoring uniformity of MRP throughout all dealerships and country.
Warranty & servicing details:
General terms of Manufacturer warranty is 2 years or 100,000kms (whichever occurs earlier) for every variant of Ford India vehicles against manufacturing defects.