Hi Bob Aldons, The Car Guy, with a comment regarding the announcement today of Ford’s move to a 5-year warranty unlimited kilometre warranty on all passenger and commercial vehicles.
Up until April 30th, 2018, Ford offered a 3-year warranty with some seasonal offerings to 5 years. In fact, my dealer broker division delivered a couple of Ford Ranger’s in mid-April and unfortunately, this small business customer didn’t get the benefit of the 2 extra years. From a manufacturer’s viewpoint, there’s always going to be some unhappy buyers when they draw a line in the sand for anything like this.
Follows is Ford Motor Company of Australia’s press release – In Their Own Words
“New five-year unlimited kilometre warranty as standard extends after-sales care for Ford customers
- New five-year unlimited kilometre warranty now standard across the full Ford lineup – including commercial vehicles, Ranger now has the class-leading standard warranty in the pick-up 4×4 segment
- The five year, unlimited kilometre warranty extends Ford Australia’s comprehensive after-sales care package, which already includes Sat Nav updates, Auto Club Membership (with Roadside Assistance), Loan Car and Service Price Promise
- The warranty applies to all new vehicles delivered from May 1, 2018
MELBOURNE, 14 May 2018 – Ford Australia is now offering customers a five-year unlimited kilometre Ford Express New Vehicle Warranty, as standard on all new vehicles, including Ford’s highly acclaimed commercial vehicle range. The warranty applies to all new vehicles delivered from May 1, 2018, and replaces Ford’s three-year 100,000 kilometre offering.
Ford Australia has been building a comprehensive after-sales care package since 2012, which already includes highly competitive offerings for customers such as Sat Nav updates, Loan Car, Auto Club Membership (with Roadside Assistance) and Service Price Promise. The addition of a five-year unlimited kilometre warranty extends the after-sales care package even further, offering customers additional peace of mind when purchasing a new Ford.
“This is another step in our transformation plan,” said Graeme Whickman, President and CEO of Ford of Australia. “We’re transforming our dealerships, our products, our customer service and ownership experience, and today we’re introducing a five-year unlimited kilometre warranty to offer even more value for our customers.”
As Australians continue to pivot towards commercial vehicles, and with more buyer types choosing these vehicles for commercial and daily use, Ford is pleased to include its commercial vehicle range in the new warranty offering.
“Our Ranger and Transit owners rely on their vehicles and we want them to know Ford’s got them covered for five years and unlimited kilometres,” said Whickman.
“At five years and unlimited kilometres, Ranger has the class-leading standard warranty within the pick-up and cab chassis segment,” he added.
“This is not a special offer, it’s what customers have been asking for and it’s what we are delivering today,” said Whickman. “We will continue to innovate and find new ways to provide the best service and benefits we can for our customers.”
The new warranty complements Ford’s already extensive after-sales care offering, at participating dealers, which includes:
- Loan Car – To help keep customers on the road when getting a scheduled service, Ford offers a Loan Car program.
- Service Price Promise – With Ford’s Service Price Promise, customers will know what they are going to pay for a standard service before they even come in by using Ford’s Service Calculator available at ford.com.au.
- Auto Club Membership – State Auto Club Membership and Roadside Assistance for up to 12 months is included when customers complete a scheduled service, for up to seven years/unlimited kilometres.
- Sat Nav map Update – SYNC® 3 vehicles with Satellite Navigation receive yearly map updates for up to seven years with scheduled servicing and SYNC® 2 vehicles with Satellite Navigation receive yearly map updates until September 2024.”
Bob Aldons is the owner and founder of The Car Guy, reviewing cars, reporting on Car Industry Matters, Car Tech and the world at large. He’s spent the last forty years immersed in the automotive industry from salesman to the owner of a 7 brand multi-franchise dealership. Bob knows cars.
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My reviews aren’t based on power performance or high-speed handling capacity. They’re not based on 0-100 Kim/hr of 4.0 seconds. And they’re certainly not super luxury vehicles that many other “old timers” are feted on by the likes of Ferrari, Lamborghini, and Aston Martin
Back when I started in the motor industry salespeople were schooled and skilled in a process called the road to the sale. Part of that process was a presentation of the car that the customer was ultimately considering,
The six position sell showed the features, advantages, and benefits as it related to that specific car in the eyes and thought process of that particular customer
Those days of a true car sales professional seem to have gone.
Nowadays it seems that all salespeople want to do is accept that the customer knows everything about the car they’re interested in, want to crunch the customer as quickly as possible and get onto the next sale
In my opinion, this is one of the reasons that there’s such a high turnover in salespeople in this industry of ours.
Now I think that I’m a car industry expert, not because I sell lots of cars, but, as I was taught over 40yeras ago, time sells motor cars.
The more time you spend with a customer, the more information you provide them and the more you’re there for them Even AFTER they take delivery of their new car, the more repeat and referral business you’ll get.
Typically second and subsequent sales only provide 10% of a car salespersons business. Referral business, where an existing customer refers a friend, relation or work colleague back tot eh selling salesperson as someone to trust and buy a car from is even less – probably 5%
So, if you’re a young salesperson reading this article, let me tell you that you should be getting 40-50% of your business from repeat and referral business.
And how do you get that much? Well, that’s a story for another article or an opportunity to join me in a training course.
For your interest, my motoring reviews are my opinion of the vehicle I’m testing. The manufacturer or distributor, in this case, Kia Australia, doesn’t tell me what to write or ask for a ‘nice’ review. Nor am I paid for these reviews – I simply call it as I see it.
I often wonder about the ‘truth’ that I see from other motoring journalists. And I’m particularly referring to newspapers, online forums, and magazines where the company that owns the publication receives substantial advertising support from the various manufacturers.
Do the owners or editors tell their journalists to go easy on the review? I’m not sure, never having been in that position. Would I turn to softer reviews if my company was being paid for good reviews? Not likely. My independence as a writer is not for sale. I’d rather say no than be bought.
In any case, If that ever happens, rest assured that I’ll be telling that story with interest.