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Grip : GRIP January 2012
PARTS & ACCESSORIES GRIP SELEctiNG RiGht REpAiRER mAkES thE diFFERENcE Steven James Category Manager - Collison AFTER an accident most consumers are oblivious of their rights and the correct procedure for how, where and by whom their vehicle is to be repaired, and if this repairer can reinstate their vehicle to original manufacturer’s standards. Customer awareness and education of the Subaru Preferred Collision Repairer (PCR) network is the key to promoting the correct path to maintaining genuine parts usage, structural integrity and the resale value of Subaru customers’ vehicles. To most people their vehicle is an important part of their life and a bad experience with accident repairs can sour not only their opinion of the business they dealt with, but also the brand of vehicle as well. The Subaru PCR network is now entering its eighth year and continues to grow each year. This network importantly helps demonstrate to the customer, and to major insurance companies, that a Subaru is now a more specialised vehicle with a positive and proactive approach to customer safety and satisfaction. The introduction of high strength steels and increased bonding technologies have changed the repair process, and to truly maintain the integrity of the Subaru five-star occupancy crash rating, the vehicle needs to be repaired by specialists. Subaru Australia actively suppor ts the PCR network through model training and specialised tooling and manufacturer’s repair method manuals. We also promote this network through the Get Genuine program, Preferred Collision Repairer 1800 hotline, marketing literature, website promotion, direct marketing activities and, more recently, an addition to the Subaru Locator iPhone app. Although the Subaru PCR network has experienced some difficulties over the past 12 months due THE new Australian Consumer Law (ACL) provisions relating to the provision of express warranties came into effect on January 1 this year. In essence, the new laws require entities that provide an “express warranty” to consumers to ensure it contains certain information, such as details as to who is providing the warranty, the period of the warranty, and how a The full warranty document can be downloaded from each Parts Service and Sales community, by clicking on the Parts & Accessories Warranty Document tab as shown below. Customers will be able to access the document at subaru.com.au/service/ warranty THROUGHOUT 2011 Subaru Australia realigned the pricing of a number of repair and service parts to ensure they were competitively priced against common non-genuine and aftermarket competition. This was also done to help the retail network capture an even greater share of repair parts sales in servicing, along with further maximising the service chANGES impAct WARRANtiES retention oppor tunity. Key items that are very competitively priced are: Brake pads / brake discs Clutch kits Radiators Timing belts Waterpumps Fuel filter kits Headlamp globes These represent some FASt pARtS, FASt StARt Q1 pROGRAm to external factors, it has closed off 2011 with an encouraging result, repairing in excess of 6500 vehicles nationally. This demonstrates the dedication and professionalism of our PCRs, who actively work with the Subaru product every day and understand the importance of using genuine parts that help maintain the quality, integrity and safety of the product. The PCR network is an integral component of the parts business for Subaru Australia. Not only do they understand the Subaru owner, but have developed a strong customer service focus. With these business partnerships it helps demonstrate their expertise, depth of knowledge and loyalty within the marque. And with an exciting year ahead of us, with the arrival of the XV, the new Impreza and the release of the BRZ, the support for the PCR network will help increase revenue while maintaining a quality repair. consumer may claim under the warranty. The warranty document must be available to any consumers who request it, and must be provided whenever you make a representation regarding the warranty in connection with the supply of genuine Subaru parts and accessories. More details can be found on Bulletin PA0210 located on Subaru Central. CONTACT GRIP INSIDE GRIP HOME PAGE FROM THE MD XV COMMENT PARTS & ACCESSORIES AFTERSALES MARKETING NEW SUBARU XV WHAT’S IN THE PRESS BRAND COMPARISON DEALER RANKINGS SPORT
GRIP December 2011
GRIP February 2012