Jeep India has just announced that it would replace a customer’s brand new Compass SUV after it suffered suspension failure. This proactive move from the American SUV giant is quite unprecedented in the mass market segment in the India, and will go a long way in retaining the goodwill the brand has here. We wish more car companies would follow this example.
Whoa! Tell me more…
Days ago, a Facebook post by Mr. Jayanta Phukan, a customer who just took delivery of a Jeep Compass from Mahesh Motors – Guwahati, went viral. The post, which included many photos, showed his brand new Compass SUV having suffered suspension failure after just 172 kilometers of driving.
Jeep India swung into action, offering to exchange the customer’s SUV with a new one. The automaker has also assured that it’s reviewing quality processes to identify what went wrong, and to also make sure that such failures don’t occur in future. Jeep notes that this is the first such failure reported on a Compass sold in India.
Here’s Fiat Chrysler Automobiles (FCA) India’s official statement on the matter, which now stands resolved,
The FCA customer service team attended to Mr. Phukan as soon as we were informed about the incident, and we resolved the issue within 24 hours. We are investigating this incident thoroughly and are not aware of any other instances. Nonetheless, we are immediately reviewing and reinforcing our quality assurance activities to further ensure the quality of our vehicles in the marketplace.
Meanwhile, Mr Jayanta Phukan, the aggrieved Compass customer has confirmed that the FCA customer care responded quickly, and they offered a replacement vehicle. There have been many instances of such day 1 failures across car brands, both in budget and luxury segments. Any car can fail, but it’s the response of the automaker and dealership involved that makes the difference between a happy and an irate customer.