Even More Care by Volvo
In an effort to offer its prospects and car owners a more personalised experience, Volvo Car Malaysia (VCM) has launched a customer-friendly initiative christened Care By Volvo. This campaign aims to make Volvo ownership a more pleasurable and affordable one, by providing the unique opportunity to meet the varied needs of its customers under one umbrella brand.
VCM Marketing Director Pang Cheong Yan explained that Care by Volvo is part of a global campaign, designed on the premise of the Volvo brand promise, where the relationship goes beyond the product and into care for the people who associate with it, and their families and friends as well.
“In addition to creating the safest and most exciting car experience, Volvo strives to ensure that alliance with the product and brand results in optimum driving pleasure, and a gratifying, hassle-free ownership experience. Care by Volvo enables us to offer a basket of services, products and benefits via a singular concept – to satisfy needs and demands for one-to-one contact from the first point of prospecting, through to after-sales… and beyond into a lifelong affinity with Volvo,” said Mr Pang.
As a starting point, Care by Volvo will include ‘Volvo On Call’ (VOC), a first-of-its-kind premier road assistance programme. VOC offers onward travel assistance as well as hotel accommodation, and 24-hour, 365-day a year, emergency breakdown assistance that transcends Malaysian boundaries into Singapore and Thailand.
“We pride ourselves on being the first car company in Malaysia to introduce a service like VOC. What makes it different from any other road-assist programme is that VOC also ensures owners are taken care of in the event of an unscheduled stop due to a breakdown or accident. Arrangements like onward travel, accommodation, or car rental will be made for them. With this, Volvo has taken safety to a new dimension and ensures that the ownership experience is uncomplicated and trouble-free,” Mr Pang explained.
Care by Volvo also includes two other programmes, namely:
– an extended 3-year (or 100,000 kms) warranty package on all Volvo cars registered from January 14, 2003 (previously one year only);
– a reduction of prices on common wear and tear parts for all Volvo cars which could lead to savings of up to an average of 30% for nearly 500 items on the list, that comes with a 12-month warranty for these original Volvo spare parts.
Mr Pang explained that the decision to include these two components under the Care by Volvo programme was in line with VCM’s objective to introduce more tangible value into customer relationships. He said that it was also an excellent opportunity to acknowledge loyalty to the brand by the same token.
“The choice to own a Volvo can be a highly rewarding experience. Our cars not only look and handle extremely well, but are also designed with durability and reliability in sight. Nevertheless, in an effort to raise the bar of excellence on customer care higher, we felt the extended warranty period would be a welcomed “peace of mind” benefit,” he said.
“From the perspective of reduced spare parts pricing, in particular, we hope to encourage more owners to take advantage of the savings on the genuine spare parts and to send their vehicles for regular inspection by appropriately trained and qualified technicians to ensure a pleasurable driving experience,” he added.
Details of the campaign and how to subscribe for VOC membership can be obtained from any authorised VCM dealer in the country.
VOC in detail
‘Volvo On Call’(VOC) is an integral product offering that customers can expect under its recently launched Care by Volvo global campaign. It is designed to ensure that any inconvenience experienced by customers in the event of an accident or a breakdown is kept to a minimum. It assures them of convenience and peace of mind, contributing to the driver’s sense of security.
Under this road-assist programme, not only does Volvo provide roadside assistance, but if repairs cannot be resolved at the site, arrangements will be made for the car to be taken to the nearest Volvo Service Centre
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| Wherever you go, whatever you do… VOC should be there for you |
When this is the case, VOC has the option for members to continue with their original journey free of charge or alternatively, should the customer wish to wait until the repairs are complete – and this necessitates an unscheduled overnight stay – VOC would undertake the necessary arrangements and bear the costs.
This service allows for up to two nights’ hotel accommodation for the driver and a maximum of four passengers. Other unique offerings include car replacement services, repatriation of passengers from Singapore and Thailand and unlimited towing services to the nearest authorised service centre.
Working in collaboration with the internationally-recognised Mondial Assistance Group, VOC consists of two types of coverage customised to the different lifestyles of Volvo owners. The Gold service offers a more comprehensive coverage for extensive travellers while Silver service is catered for Volvo owners who travel less frequently.
With effect from January 1, 2003, all Volvo cars registered in Malaysia will come with a complimentary 3-year VOC Gold service. The annual subscription fee for Gold service stands at RM175 (terms and conditions apply to these offers), while that of the Silver service is RM100. As part of the introductory period, the annual subscription for Gold service is reduced by RM40, and for Silver service is reduced by RM60. A standard RM40 registration fee is applicable for both services
