Renault upgrades customer service

By Kim Tae-jong

Renault Samsung Motors is strengthening its after-sales services.

“In the past, there were few customers who were concerned about additional after-sales services, but things have been changing,” an official from Renault Samsung said.

As a result, many local automakers have been enhancing the quality of their after-sales services and products as a marketing tool, he said.

Renault Samsung recently launched the Auto Solution Renault Samsung Membership program, which combines existing customer care services with its after-sales brand, Auto Solution, which guarantees free lifetime towing, reliable repair cost estimation and a repair warranty.

The new program was launched based on the company’s analyses of what services customers prefer to receive after buying a new car and aims to upgrade the company’s existing customer care programs.

The new program provides basic maintenance services such as engine oil and oil filter changes. It also gives coupons that customers can use when they bring their car at designated repair centers. These new services will be provided at Renault Samsung’s 460 service networks nationwide.

Those who sign up for membership on the automaker’s website also have access to useful information such as their car’s repair history and free benefits during warranty periods.

The program also provides customers owning Renault Samsung’s SM7 luxury sedan with exclusive services including free parts maintenance and change and car repair. Customers can also replace their SM7 with a new one in case of a car-to-car accident within a year after the purchase.

“The new program added new customer benefits to the existing after-sales services and it is more practical and easier for customers to understand,” the official said.

Loyal customers and their family members can also avail up to 1 million won in discounts when purchasing another Renault Samsung vehicle. The discount level depends on how long they’ve owned their existing Renault Samsung vehicles and how many Renault Samsung vehicles they’ve purchased in the past.

Renault Samsung considers taking better care of loyal customers as important. It has a strong, loyal customer base because of the high customer satisfaction for its products and after-sales services.

The firm topped automotive research firm Marketing Insight’s annual Customer Satisfaction Index for 10 straight years from 2002 through 2011.