There is not a lot more disruptive than taking your car for a service and having to arrange lifts or uber to get your day back on track while the work is being done and Ford has acknowledged this with the launch of the Ford Family Guarantee.
The programme is established around six pillars of communication and convenience:
Online Service Booking – using the FordPass App or through the dedicated online portal at https://myfordjourney.co.za/ customers can schedule service bookings. The Online Service Booking is available 24/7 in real-time, with customers getting instant confirmation. Some updates, on vehicles fitted with an embedded modem, can be done via over-the-air updates.
60-minute Express Service – Available at more than 85 Ford dealerships around the country, this service uses the expertise of two skilled technicians who work in tandem to ensure essential services are completed within the hour. The rapid turnaround time is especially beneficial for fleet and rental customers, for whom minimising downtime is crucial.
While their vehicles undergo maintenance, customers are invited to relax in the dealership's comfortable environment, complete with complimentary Wi-Fi for catching up on work emails or enjoying a cup of coffee.
Vehicle Loan Programme – In instances where repairs exceed a 24-hour timeframe, Ford will provide a loan car for the duration of the repair.
Vehicle Pick-Up and Delivery Service – For customers unable to visit a dealership, Ford offers remote service that allows dealers to collect the vehicle from the customer's chosen location, perform the necessary services, and return it post-service completion.
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Mobile Service Vehicle –The upcoming solution will cater to those who prefer having routine services conducted at their premises, guaranteeing the same level of quality as dealership services. This adds convenience and choice to the service experience while minimising downtime.
Harm Kruyshaar, Ford’s After-Sales retail manager, emphasises this commitment to customer satisfaction: "We recognise the importance of uninterrupted vehicle use. When issues arise, our priority is swift resolution without disrupting your routine.
“We understand servicing a vehicle should not be disruptive or inconvenient. By offering an array of options aimed at minimising downtime, enhancing convenience, and ensuring transparent pricing, customers have more control and choice than ever before as part of our commitment to providing an exceptional ownership experience.
“We have been working with multiple teams at Ford to offer our customers more ways to personalise vehicle service,” said Kruyshaar. “By expanding the remote experiences offerings, we can accelerate our ability to be there for customers whenever and wherever they need us. Ford customers appreciate the time savings and consistently rate their satisfaction and willingness to recommend the Ford brand higher as a result of offering these remote experiences.”
Colin Windell
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