FCA introduces ‘transparent’ servicing scheme

FIAT Chrysler Automobiles (FCA) Australia has launched a new service pricing ‘menu’ for its American brands, that it says will provide customers with more transparent vehicle maintenance costs.

The new scheme falls under the car-giant’s Mopar parts banner and will cover its Jeep, Chrysler and Dodge brands from this month, while the Italian brands Alfa Romeo and Fiat will also be included by year’s end.

Customers can now access an online menu from either of the three brand’s customer websites and after selecting the make, model and powertrain of their vehicle, and a preferred dealer, they are provided with a breakdown of the service costs and a total.

The costs are calculated by service interval and customers can then book their vehicle in for a service.

FCA Australia said in a release that it does not matter what state or territory you service your car in, the price will be “identical and transparent”. The servicing costs have been calculated using genuine Mopar parts, according to the car-maker.

The scheme covers all current models and was introduced for Chrysler, Jeep and Dodge models from July 14, while earlier generation models will be introduced, alongside the other brands, by the end of the year.

Mopar Menu Priced Servicing comes at a critical time for the Italian-American car-maker, which has received criticism for quality issues and after-sales service levels.

FCA Australia says the program is just one of a number of initiatives undertaken by its president and CEO Pat Dougherty to improve customer service levels.

Other initiatives include introducing a 24-hour service from Monday to Friday for the company’s parts warehouse, and a new direct line hauling to Sydney and Brisbane for speedier parts delivery, as well as a “substantial” increase to customer care staff numbers.

“Menu Priced Servicing eliminates that ‘bill shock’ that is sometimes associated with the vehicle servicing process,” Mr Dougherty said. “We want our customers to have complete peace of mind when it comes to owning one of our vehicles, and our MPS solution offers exactly that.”

Shortly after his appointment to the role in late 2014, Mr Dougherty told Australian media that one of his main priorities would be to look at ways of improving the aftersales experience for the customer.

“From a service and parts standpoint, we are a one-warehouse operation in Melbourne and that may not be the optimal situation. Maybe we want to look at expanding different things,” he said at the time.