Bosch has received a host of positive customer satisfaction responses for its two customer-focused initiatives, the National Wheel Service Promise and the technical support hotline 1-855-BoschTech (1-855-267-2483).
The Promise is Bosch’s commitment to providing its customers with timely repair to Bosch wheel balancers, tire changers, aligners and brake lathes. This promise is complemented by the technical support hotline that provides customers with comprehensive support for diagnostics, parts and service information.
Both programs were launched in January 2012 and provide critical measurement tools for assessing Bosch’s customer service performance.
“We have streamlined our approach to fielding calls on the hotline. This system gives us the ability to understand, assess and adjust to our customers’ needs, making us more efficient and effective, and ultimately delivering a better experience,” said Mark Polke, director of technical support and services for Bosch.
The Wheel Service Promise has had measurable success as well, with a 98.5 percent success rate in delivering timely and accurate repair.
“Bosch has made a firm commitment to achieving the highest level of customer satisfaction and we are very extremely pleased with the results,” said Roberto Rossi, director of sales and service for Bosch Equipment.
The National Wheel Service Promise guarantees that a Bosch authorized wheel service repair provider will restore Bosch branded wheel service equipment (tire changers, wheel balancers, aligners and brake lathes) purchased on or after Jan. 1, 2012, to operating condition within 48 hours after repair is scheduled by calling the technical support hotline.
As part of the promise, Bosch will offer or extend the equipment’s labor warranty for six months if it is not repaired within 48 hours. The ‘Wheel Service Promise’ applies to equipment installed within the continental U.S. and purchased on or after Jan. 1, 2012. It applies for three years from the date of purchase, and equipment must be non-operational at the time of repair appointment scheduling.
The technical support hotline is the central contact point for technical questions regarding parts, diagnostic tools including wheel and tire service equipment, scan tools, ESI[tronic] software, as well as catalog questions, consumer complaints and warranty issues. The hotline also serves to discuss Bosch training availability and scheduling.
“Bosch’s ultimate goal is to support the aftermarket’s efficiency and profitability via these programs,” Polke said. “We want to ensure that it’s a win-win for all players.”
Bosch is a supporter of the Automotive Aftermarket Suppliers Association’s Know Your Parts® education and awareness campaign. This initiative promotes the importance of quality brand name aftermarket parts backed by full service suppliers, and its impact on delivering reliable products to today’s motorists. For more information visit: www.AASAKnowYourParts.org
