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DODGE SPARES and SERVICE
Page 102
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DEPENDABLE after sales. service for the vehicle he buys is as vital to the transport operator as the vehicle • itself, He requires the assurance that he can rely upon obtaining spare parts and technical assistance -When he needs them with a minimum of delay, and a major aim of Dodge Brothers (Britain) • Ltd. is to ensure customers' satisfaction in this respect, for its importance is fully recognized. The company has established an after Sales organization planned, amongst other things, For the quickest possible delivery of spare parts. With this object in view a countrywide network of over 200 Distributors and Dealers has been set .up, extending from Plymouth in the south to Muir of Ord in the north and from Carmarthen in the west to Norwich in the east, including several in Northern Ireland and others in the Channel Islands and the Isle of Man.
Distributors and Dealers keep in close touch with Dodge users in their areas to make sure their spares and..service requirements are -dealt with expeditiously. They. too, fully appreciate that the retention of their customers' goodwill depends upon such service.
The network -of Distributors and Dealers is fully supported by the organization at Kew. There, an important part of the factory expansion programme was the completion, some two years ago, of a much larger spare parts stores and the creation alongside it of an efficient record and dispatch system. To safeguard the customers'genuine Dodge spare parts are identified by the registered trade name of MOPAR. A range of over 15,000 Dodge truck items are regularly held at Kew, ready to be sent wherever they are needed, both at home and overseas. This may seem a very large number of parts, as indeed it is, and it is explained to some extent by the company's proud claim to be able to supply spares for any Kew-built Dodge now in service. MOPAR spares are treated against damage and corrosion to ensure that their condition remains as new while in stock and wherever possible items are packed in distinctive cartons for further protection and for ease of handling and identification. Equally impressive as the size and orderly arrangement of the stores is the operation of the system for dealing with orders. It provides what can be regarded as a personal service. For example, emergency phone demands for spares from Dodge Distributors are handled so expeditiously that the goods are dispatched the same day. There is no question of waiting for written confirmation; the urgency is appreciated and the parts are dispatched.without delay.
Service Engineers Dodge after sales service, however, does not end with the speedy supply of spare parts, vital though it is in the interests'of everyone concerned. Distributors in the Dodge network, as well as playing an essential., role in the seryice through their own stores organization and their regular contact with the basic source of supply at the Kew headquarters, are also equipped and. staffed to carry out routine adjustments, repairs and overhauls. In this work they are kept thoroughly up-to-date on new methods and processes by members of a staff of service engineers. They are, trained at the Kew factory and they make periodic calls on distributors to advise on these and related matters. In addition, they are available to discuss with operators service problems with which they may be faced. The . service engineers' advice is freely given in such circumstances. Indeed, these examples of the close liaison which, is at all times maintained between the Dodge headquarters on the one hand and distributors and transport operators on the other, emphasize again the 'personal nature of the service behind Dodge
a trucks.