Vince Welsh, director of customer support at MAN Truck and
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Bus, explains the massive investment behind the operation that justifies an increase in the price of truck parts..
• if you want to sound off about a road transport issue write to features editor Pal* Corneae or fax your views (up to BOO words) to PiWiry Clarice on OM 65211912. d I am pleased to have the chance to correct some of
the misleading comments made by the Automotive Distribution Federation (ADF) on allegedly inflated parts prices from OE manufacturers and their franchised dealers. The ADF's claims, made in Motor Transport earlier in the year, no doubt, will make an impact on the commercial vehicle industry. In brief, the claim is that manufacturers are merely "vehicle assemblers", with no more right to sell parts than factors. While welcoming free market competition, MAN, and the other truck manufacturers are quite clearly not just "assemblers"—we are highly skilled designers, developers and manufacturers of modern commercial vehicles. Indeed, MAN proudly boasts the design and build of the world's first diesel engine. and has continued to be at the forefront of engine design, while other manufacturers have made significant contributions of their own.
,2 The ADF should remember that, without vehicle manufacturers, Z' factors would quickly go out of business! In the Motor Transport E article ADF chief executive Brian Pratt also said truck assembly is a 5 "kit car" stuff. This statement is naive and misleading. Surely the ADF is not so unworldly as to be unaware of the hundreds of
T. millions of pounds that go into developing and building new trucks—
an investment that can take five to 10 years to recoup?
MAN and its competitors strive to improve trucks for operators, and this means huge investment in improving individual component quality: investment in component manufacturers as well as our own business.
Then again, truck manufacturers must also stock every part at their franchised networks. So, who pays for the stocking? Who deals with vehicle breakdowns? Who pays for the warranty on materials and labour, loss of use, vehicle hire costs, courier charges, extended warranties, free fit and out of hours support?
MAN's customer support activities provide real benefits to the customer. Ours is not a "here's your part, give us your money" operation. Some parts suppliers try to undercut on bottom line price (though they will never beat an MAN "genuine-only" price), while doing nothing to give the customers continuing support.
On average, an MAN Truck Centre invests an absolute minimum of £1 million in its premises, £350.000 in parts stock and well in excess of £20,000 on training every year. They operate at least two shifts a day. providing 24-hour parts call-out and 24-hour breakdown recovery, 365 days a year.
Obviously, a franchised dealer must cover these costs, but this is a small concern alongside a customer's peace of mind knowing he has this amount of dedicated support.
If the non-aligned factors offered a total parts supply, and ran emergency services from a fully fitted workshop, they would be offering full support to customers. All they actually do is "cherry pick" and put the fully supportive local dealers at risk. From this position, they cannot understand the ever-increasing expectations of the haulage industry and its associated cost burdens, currently all in a day's work for us.
I also wonder if the operators who fall for this ADF story realise that their activities could damage the future of the manufacturing industry that supports them in so many ways. Will they understand if investment is cut back to a point where, for example, Euro-3 trucks are unavailable for them, or roadside emergency service no longer operates, or VOR parts are no longer available within hours? I think not.