Mercedes-Benz India is offering a host of after-sales measures to assist customers affected by the Mumbai floods

Posted by: at 8/31/2017 07:12:00 am

   

Pune: India’s largest luxury car maker Mercedes-Benz today announced a slew of After-Sales measures in an effort to assist the flood affected customers in Mumbai. Mercedes-Benz India has prepared a cross-functional task force from the After-Sales team to support the customers whose vehicles have been affected in the sudden Mumbai inundations, on Tuesday, 29th August. This cross-functional team is assessing the impact and preparing an action plan which is short to long term in nature.

Roland Folger, Managing Director & CEO, Mercedes-Benz India commented, “The sudden Mumbai floods was distressing and we hope the situation normalizes soon.  As a customer centric brand, we wanted to extend our customers and our dealer partners in Mumbai, with immediate support in the areas related to After-Sales, including replacement of parts, service and also insurance claims. It is our utmost priority to get the customer vehicles back on the road, at the earliest. We have formed a cross functional task force at Mercedes-Benz India, who are working at a war footing towards this. In addition, Mercedes-Benz India has decided to procure the required parts from Germany and Singapore by air and will not pass this extra shipping cost to our customers. We aim to provide complete peace of mind to the customers round the clock with our benchmark service standards.”
Simultaneously Mercedes-Benz’s partner Allianz Global is recovering the affected vehicles and the retail network teams have committed additional manpower to support the customers. In a customer centric approach, both dealers in Mumbai have offered to absorb towing charges for cars recovered via Allianz Global.

Further, Mercedes-Benz India and its dealer partners from neighbouring markets have come forward in deploying their trained technical experts to assist the Mumbai dealers in servicing the affected vehicles. This decision will reduce the lead time and result in faster repairs of the vehicles providing some relief to the customers. Mercedes-Benz India is also offering discounts for spare parts. Daimler Financial Services India is also working on faster processing of insurance formalities of its insured cars. The insurance amount will vary depending upon the levels of damage incurred to the car, extent of engine damage and policy purchased by the customers.
An array of After-Sales initiatives includes the following:
Earliest recovery of affected vehicle via Allianz Global.
Both dealers in Mumbai to waive off towing charges, if applicable, for cars recovered via Allianz Global.
Special discounts for spare parts.
Procuring parts via air and the shipment charges will not be passed on to customers.
Faster processing of MB insurance claims
Designated teams at both dealerships for quicker turnaround time
Neighbouring dealers to support by providing trained manpower, parts etc.
Mercedes-Benz Technical Experts to supervise dealers and also offer consulting to customers whenever required



About Mercedes-Benz India:
Established in 1994, Mercedes-Benz India Pvt. Ltd. pioneered the luxury car market in India and boasts of more than 130 years of cutting edge innovation in the luxury automobile industry globally. Set up in 2009, Mercedes-Benz India’s world class production facility is spread over 100 acres in Chakan near Pune. Since June 2015, Mercedes-Benz India also commenced production from its new expanded production facility located in the same premises. Mercedes-Benz India is part of Mercedes-Benz’s Global Production Network. It plays an important role in the CKD/MVP production network in Brazil, Indonesia, Malaysia, Thailand and Vietnam. At these locations, Mercedes-Benz produces vehicles in various extension levels for domestic markets.
The production facility now carries an investment of INR 1000+ crores and has the largest installed production capacity for any luxury carmaker in India. Mercedes-Benz India also has the largest network spread amongst any luxury carmaker, with presence in 41 Indian cities through 89 outlets. Through the exclusive AMG Performance Centers located in 6 cities including Delhi, Mumbai, Hyderabad, Bangalore, Kochi and Pune; the AMG performance sub-brand of Mercedes-Benz also boasts of a strong retail network presence in the country.
Mercedes-Benz India’s flagship programme, ‘My Mercedes, My Service’ launched in 2016, aims to completely redefine the after-sales experience by digitalizing service process and create unparalleled benchmark in the luxury car service domain. The launch of ‘Mercedes-Benz Approved Tyres’ in February 2017, and the ‘Approve Advanced Programme’ in May 2017, is also integral to the ‘My Mercedes, My Service’ campaign. ‘My Mercedes, My Service’ aims at enhancing the customer’s vehicle ownership experience manifold, making after-sales experience as the new differentiator in the luxury car segment. With the use of big data and in-depth knowledge of the driving pattern of Indian customers, Mercedes-Benz has been able to drive successfully, low cost of ownership for its customers.
Mercedes-Benz India product portfolio comprises the locally produced Mercedes Maybach S 500, S-Class, E-Class, C-Class, CLA luxury sedans and the GLA, GLE and the GLS luxury SUVs.
The CKD GLC was the 9th product added to Mercedes-Benz’s local production portfolio. Completely Built imported cars portfolio includes the A-Class, B-Class, CLS, E-Class Cabriolet, S-Class Coupé, C-Class Cabriolet, S-Class Cabriolet and the S 600 Guard a range of other Guard vehicles etc. The product portfolio also comprises the iconic off-roader Mercedes-AMG G 63 as well as a wide range of other Mercedes-AMG performance cars like the AMG CLA 45, AMG C 63 S, AMG S 63 Coupe, AMG S 63 Sedan, AMG GLA 45, AMG GLE 43 Coupe, AMG GT S, AMG GT R and AMG GT Roadster sports car, AMG SLC 43 and AMG C 43.
The long wheel base new E-Class is Made in India, for India, the first new generation car to be locally produced since market launch. India is the first country to get an RHD version of the LWB E-Class in the world.

Mercedes-Benz India registered the quarterly sales of 7171 units in the January–June 2017 period. In 2017, ‘One Team, One Goal’ will be Mercedes-Benz’s philosophy, towards achieving best customer experience. The company will have fascinating product introductions, innovative luxury retail experience, value driven finance programmes and innovative after-sales service experiences. With ‘One Team, One Goal’ philosophy, Mercedes-Benz India will continue the ‘winning’ momentum it has created for itself in the diverse Indian market.



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