OEG - Introduction of Owner Guarantee Program
Date: 12/13/93Model: N/A
Applicable to: USA
Subject:
INTRODUCTION OF THE LAND ROVER OWNER EXPERIENCE GUARANTEE
The Owner Experience Guarantee (OEG) is an umbrella program that ties together both dealer and Land Rover North America owner services into a single service pledge that will reinforce the prospect's decision to purchase a Land Rover vehicle and reassure him or her that the standard of service after the sale will remain just as high as during the purchase process.
It is the salesperson's task to review the terms of the OEG at the time of delivery and perform the "A Royal Welcome" delivery, but it is the Service Department's task to deliver on many of the other promises of the Guarantee.
Under the terms of the OEG, the Service Department is expected to provide the following services:
- Support "A Royal Welcome" Delivery - The Customer's perception of the condition of the vehicle upon delivery is very important to Land Rover, and to insure a fault free delivery we have extended the warranty time paid for the Pre-Delivery Inspection (PDI) to 2.5 hours for Range Rover and 1.5 hours for Defender 90. To prepare the vehicle for "A Royal Welcome" delivery, the Service Department must complete the PDI according the PDI check list. A starter quantity of Range Rover and Defender 90 PDI forms were sent recently. Also, a PDI instruction manual for each model has been sent to you.
- Vehicle Ready When Promised - It is the Service Department's responsibility to insure adequate technician coverage to get a job done within the time-frame promised to the Customer, and in the event of unexpected delays for warranty repairs, the customer must be provided with alternate transportation until the vehicle is ready at the dealership's expense.
- First Scheduled Maintenance is Free - The 1,000 mile service is now completely free to the customer. Fluids, previously exempted, are now covered by Land Rover North America via warranty reimbursement.
- Right First Time Repairs - Research shows that nothing is more aggravating to the customer or degrading to his or her satisfaction with the vehicle than repeat repair attempts. As such, under the terms of the Guarantee the Service Department must offer free pick-up and delivery of the vehicle or alternate transportation to the customer (customer's choice) for repeat warranty repairs, provided the vehicle was serviced by your dealership and the customer notifies your Service Department within 5 days of the last repair attempt.
A repeat warranty repair is defined as a recurrence of the customer' complaint, not a repetition of a repair procedure. In other words, if it takes two or more visits to resolve a customer's complaint, the second and subsequent visits constitute repeat repair attempts.
Example:
- Vehicle Cleaned at Each Service - Every time the vehicle is brought in for warranty service, it is the Service Department's responsibility to insure that the vehicle is cleaned before it is returned to the customer.
The Owner Experience Guarantee applies equally to all vehicles currently covered by the Land Rover Limited War'3nty. All of the services discussed above are requirements of the Business Builder program, monitored by follow-up telephone surveys. Results of these surveys will be made available on a monthly to your dealership's General Manager to enable you to continuously improve your service to Land Rover Customers.
We hope the Owner Experience Guarantee program will present itself as a highly valuable selling tool, not to mention a benchmark of service excellence that will keep the customer coming back to your dealership for repeat business. in order to capitalize on this opportunity however, we must deliver faithfully on the Guarantee at every opportunity. We hope we can count on your continued support and enthusiasm.