Chery levels up aftersales standards with spare parts stockpile

In tandem with EC Mobile Service + 24/7 Emergency Roadside Assistance

Chery Auto Philippines is raising the bar in car ownership after-sales experience with a full suite of services, programs, and a wide, wide range of spare parts that the company is stockpiling.   

“We were the first car brand to institutionalize Mobile Service as well as 24/7 Emergency Roadside Assistance for our full range of crossovers, not just for a specific model. We were also the first, and so far the only brand, to offer a combined 3-year FREE Preventive Maintenance Service as well as a 5-year general warranty and a 10-year/1 million-km engine warranty, again on all our models,” declared Chery Auto Philippines president Rommel Sytin. 

“But we know that even the longest warranties are useless if the customer has to wait weeks or even months to wait for replacement parts. That is why we have decided to invest in an inventory of spare parts that is far beyond the normal expected of any car company,” Sytin added.      

The spare parts inventory includes not just the obvious fast-moving preventive maintenance parts like spark plugs, filters, lubricants, and brake pads, but even collision replacement body parts like bumpers, grilles, headlights, and taillights. There is even an inventory of internal engine parts like valves, pistons and crankshafts. 

“We can practically build a whole car from scratch with our inventory, so if you have had experiences of having to wait long for parts with other brands before, we try to make sure that you don’t repeat that experience with Chery,” said Sytin. 

The spare parts inventory program works hand in hand with Chery’s existing EC (Easy & Convenient) Mobile Service, which addresses all the worries and risks in this time of pandemic by bringing maintenance service to your house.

The EC Mobile Program, which is available for both retail and fleet customers, employs a Gratour MPV fitted with a customized body accommodating a service office equipped with essential tools to be able to perform Preventive Maintenance Schedule (PMS) plus other minor to major mechanical and electrical (including airconditioning) repairs and servicing. 

These services can be performed through the use of special equipment including a 1.0-kilowatt inverter set used to supply electric power to tools, such as the 750w grinder and 850w electric drill. Included in the tool set is a battery-operated impact wrench used to change tires and perform other mechanical work, 2 large capacity oil pans to avoid spilling of used oil which are then transferred to the built-in used oil depository tanks when performing PMS, a creeper for the technician to comfortably perform underchassis work, and a variety of essential and precision hand tools.

Chery’s EC Mobile Service dovetails with the brand’s EC Genuine Parts program where customers may inquire and order accurate parts for their Chery vehicle through a customer service hotline number (0917 55 24379 — CHERY). This will keep the customers from worrying about the authenticity and availability of the parts in its total ownership experience, whether within the warranty or post-warranty period.

The key unique selling points of the EC Genuine Parts program are first, the accessibility of getting in touch with a representative and having parts inquiries answered via call or SMS. Second is the accuracy of finding the right parts with varied and extensive search options and lastly, the ease of having the parts claimed at the nearest Chery dealership in their location.

Last but not least is Chery’s 24/7 Emergency Roadside Assistance, which is designed to give Chery owners round-the-clock peace of mind on the road, wherever they go. At present, the geographical coverage of the roadside assistance includes Metro Manila, Metro Cebu, Metro Davao, and the major cities of Batangas, Bulacan, Cavite, Laguna, Bataan, Bicol, Olongapo, Pampanga, Pangasinan, Tarlac, Benguet, Cagayan De Oro, Bacolod, Iloilo, Cabanatuan, La Union, Bukidnon, Butuan City, General Santos City, and Zamboanga City.

Chery’s 24/7 Roadside Assistance includes Emergency Towing Assistance in case of accidents or breakdowns; the arrangement of minor roadside/onsite repairs such as flat tires, battery boosting, emergency fuel delivery (except fuel cost); and in case the vehicle cannot be repaired within 48 hours and the breakdown/accident occurs outside Metro Manila or at least 45 kms away from a provincial residence, arrangement of alternative transportation to the destination or arrangement of hotel accommodation if vehicle cannot be repaired within the day (subject to specific cost limitations).   “We are confident that these industry-leading after-sales measures will help both our dealer-partners and our customers by positively enhancing their Chery brand experience. Our spare parts availability program, combined with our EC Mobile Service, 24/4 Roadside Assistance, our full suite of Free PMS and general and engine warranties  all underscore a commitment we’ve made since the beginning of our operations here — one of constant improvement in the quality of Chery’s customer service,” concluded Sytin.