Even as auto dealerships start operations post lockdown, one thing is certain that things will not be the same as earlier in the near future
In view of the social distancing and sanitization norms that are critical to check the spread of Covid-19, Ford has come up with a unique sales and service program for its customers. Called ‘Dial-A-Ford’, the program will cover all forms of customer engagement.
The primary purpose of Dial-A-Ford is to ensure safety of both customers and dealerships staff. The program will be managed via a dedicated helpline number (1800-419-3000), which will make it easier for customers to avail the required sales and service at their preferred dealership. New customers can dial this number to get info about available cars, book a new car, and request a test drive. Customers can also get their car home delivered.
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For existing customers, Ford dealerships will be providing pick-up and drop service. Customers will be provided regular updates about upcoming vehicle servicing and maintenance needs. Digital channels will be extensively used for consultations and making online payments. The idea is to allow customers to access a range of services in the comfort and safety of their homes.
In addition to these services, Ford dealerships will be following strict guidelines to ensure mandated social distancing and sanitization norms. For example, all vehicles being used in sales and service processes will be thoroughly disinfected at the time of pick-up, drop or delivery.
All individuals entering a Ford dealership will be compulsorily required to get their temperature checked with contactless infrared thermometers. All customers and dealership staff will be required to wear gloves and face masks at all times. Dedicated hazardous waste containers will be provided to safely dispose the used gloves, face masks and other potentially contaminated items. Hand sanitizers will be placed at multiple locations at the dealership.
Ford dealerships have also made changes to the floor layout to ensure appropriate social distancing. This will help avoid crowding in waiting area and other places of customer interactions. Ford has also mandated that all its dealerships will be thoroughly disinfected three times every day.
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Other steps taken by Ford in the interest of its customers include 3-month extension for all scheduled service benefits such as free service. The extension has been granted till June 30 and it will work without affecting factory-warranty or extended warranty. Vehicle warranties with expiry dates between March 15 and May 30 will be extended free of cost until June 30, 2020.
Customers who were unable to purchase extended warranty products due to lockdown will be given the opportunity to do so by June 30. For cars booked before April 30, Ford will be providing complete price protection to its customers.