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Prime Mover Magazine

Volvo’s ambitious uptime promise explained

In the lead-up to the Brisbane Truck Show, Peter Voorhoeve, President and CEO of Volvo Group Australia (VGA), announced that both Volvo and Mack are introducing a new ‘uptime guarantee’.

The concept will see both brands pledge to get a truck back on the road within eight hours in case of an unscheduled workshop visit – otherwise they will financially compensate the owner for every day the truck is out of action.

If a truck is not back on the road within eight hours, customers will reportedly receive $375 for the first day and $500 for every subsequent day the truck is still in the workshop. 

“We’re so confident in our product that we promise to have you back on the road within eight hours anywhere in Australia,” he said in Queensland. “It’s the next step in service for the Australian market.”

With the Truck Show now history, Voorhoeve now revealed what’s behind the ambitious move. “Exceeding expectations” is an integral part of the Group’s aspiration to become the “customers’ preferred business partner”, he said, with the new uptime promise a strategic move to express just how serious VGA is about its commitment to service.

“With so many people relying on our customers, they need to be able to rely on us,” he explained.

“Our customers don’t put limits on their business, so we don’t put limits on their service. We are able to offer this unbeatable guarantee as we are confident in the quality of our products and the strength of our dealer network.”

What’s important to know is that the much publicised uptime promise is an addition to VGA’s top-level service agreements, the Volvo Gold Agreement and the Mack Ultimate Agreement. It will also see VGA doubling its fitted parts warranty to 24 months.

“If the part fails within 24 months of purchase due to a warrantable defect, Volvo Group Australia will cover repair costs or replacement of the part, inclusive of labour and consequential damages,” the company explained in a media statement.

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