Auto Special: Benz initiative stresses after-sales service

Updated: 2013-06-04 08:14

By Li Fangfang (China Daily)

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 Auto Special: Benz initiative stresses after-sales service

Mercedes-Benz owner consults a sales manager about service contract details at the Mercedes-Benz Star Center. Provided to China Daily

German luxury vehicle provider Mercedes-Benz officially launched its service contract after-sales initiative at authorized dealerships across China on June 1.

For a fixed fee, customers will be able to enjoy protection against unexpected repair costs for up to an additional two years after the standard three-year warranty on every new vehicle expires.

Mercedes-Benz has designed two options that are tailored to individual customer's various needs - the silver package extends a vehicle's warranty, whereas the gold package includes maintenance, wear and tear, and an extended warranty.

Additionally, professional maintenance guarantees optimal vehicle performance through the use of certified genuine Mercedes-Benz parts, according to the company. And with a complete record of repair and maintenance, future trade-in value will also be maximized.

"Mercedes-Benz is dedicated to offering value-added services that deliver important benefits and the best care to customers to make sure we live up to our 'My Service' brand promise," said Nicholas Speeks, president and CEO of Beijing Mercedes-Benz Sales Service Co Ltd.

"The launch of the service contract is a result of our in-depth research and understanding of our customer's needs and is another example how our brand puts customers first - always."

The service contract initially will be aimed at new Mercedes-Benz owners and customers with vehicles still within the warranty period. Within the contract period, customers can have their cars serviced at any Mercedes-Benz dealership of their choice.

"The service contract is an enhanced service experience that Mercedes-Benz after-sales has created for its Chinese customers based on their actual needs," said Daniel Whitehead, executive vice-president of after-sales services for the company.

"With multiple options offered, our customers can choose the service that best satisfies their driving needs without worrying about any unexpected service expense, while at the same time keeping their cars in the best condition to optimize the cars' value."

Since the establishment of Beijing Mercedes-Benz Sales Service Co Ltd on March 1, a pillar business strategy has been to increase the brand's focus on customer service in order to enable quality and sustainable growth for Mercedes-Benz in China.

The company has taken a series of new steps in after-sales service to deliver better on its "Customer First" service philosophy. Last November, the automaker announced an extension of its three-year unlimited mileage warranty policy across its entire product line and starting on Feb 1, maintenance costs for Mercedes-Benz owners were lowered, allowing customers to enjoy quality service at a more competitive prices.

"The service contract will provide an unprecedented and better-than-ever service experience to Mercedes-Benz customers," Whitehead said.

(China Daily USA 06/04/2013 page7)