Based on the results of a newly implemented customer satisfaction survey, SelecTrucks representatives have announced that a comprehensive protection package now will extend to 60 days. SelecTrucks’ Buyer’s Assurance plan previously covered heavy- and medium-duty trucks for 30 days.
“At SelecTrucks, we continually evolve our business based upon what we know our customers value,” says Drew Backeberg, manager of marketing and customer support at Freightliner Market Development Corp. (FMDC), the division responsible for used truck distribution and parent of Portland, Ore.-based SelecTrucks. “The expansion of Buyer’s Assurance is a direct response to our customers’ spoken need for additional after-sale support.”
Buyer’s Assurance provides a 60-day comprehensive coverage package with no deductible. The plan covers all major vehicle components, including the engine, transmission, rear axle, cab and frame. Additionally, the package covers critical components such as the clutch, turbocharger, ECM, starter and alternator. The radiator, air compressor, brake drums, air conditioning system and fifth wheel also are covered by the plan. Coverage also has just expanded to include transmission synchronizers. For complete details, customers should inquire at a SelecTrucks Center or call 800-385-4357.
The enhancement of Buyer’s Assurance is the result of a recently administered customer satisfaction survey. In an effort to ensure uniform, quality customer service, SelecTrucks has contracted a third-party marketing information firm to conduct ongoing, independent and unbiased surveys. Measuring consumers’ overall experience, the surveys launched in April 2006 and have yielded several thousand customer responses to date. Additional changes designed to enhance customer support will be unveiled as survey efforts continue.
“Customer support is paramount in our business,” Backeberg says. “We believe in incorporating customer feedback while developing new products and services, as evidenced in our step to extend existing warranty coverage. Our survey feedback will continue to help us deliver best on what matters most to our customers.”