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OK, so CM's Breakdown Test is only ever going to
Page 63
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be atrial of how each manufacturer performs on the day. No doubt they'll be more than happy to wave their national average response time figures at us in reply to our figures. But for the driver waiting for an emergency breakdown van to turn up, time is always going to be of the essence and our test is as good a guide as any to show how response and arrival times can and do vary on the day.
Rather than just delivering a simplistic "Who was first? Who was last'?" verdict our test has also revealed there is quite a variation in how calls are handled at each call centre. The bigger the pare the more calls you have to handle, of course, especially if you're a full-range manufacturer with vans as well as trucks to look after, though that's hardly an excuse.
The call handling ranged from super impressive to downright abysmal, but highlighted what a stricken driver needs: a fast answer, efficient taking down of details and an accurate ETA. Obviously, there are occasions when the response cant be instant, but most drivers will tolerate a delay if they're kept in the picture. There's nothing worse than being stuck on the side of the road feeling you've been forgotten.
However, without exception, all the technicians who attended our ghost tractors were excellent ambassadors for their dealers and they all resisted the temptation to thump us when they discovered there was no vehicle to fix! What's more, they confirmed that during the winter electrical and battery problems are the most common, while suzie problems are another major reason for artic callouts a fact confirmed in a recent MAN-ERF press conference.
With the growth of a younger (less mechanically minded) generation of driver and more agency stand-ins the call-out services are bound to get even busier. As one technician put it: "Drivers don't touch spanners nowadays."
Although it would be unfair to name winners and losers, due to the luck of the draw on technician availability, any manufacturer that completed the call process within five minutes and had a van on site within an hour can give themselves a pat on the back. Those who didn't know what they have to do.
CM 's test won't have come as a surprise to the manufacturers. For the first time we notif led them last December that we would be doing a test "...during the first quarter of 2004. Among the areas we shall be looking at are response times, call handling and service fitter 'knowledge'." So they had ample opportunity to tip-off their networks.
Just in case they need any more warning, we'll be doing more breakdown tests in 2004, including one especially for vans, as part of our on-going Mystery Shopper series.
Gentlemen, you have been warned.