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IA call to the parts centre
Page 101
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before 3pm will virtually ensure delivery by 10am next day'
parts are delivered to the distributors rather than their having to collect them as some other vehicle manufacturers distributors do. Of course if a part is not held in stock by one distributor, he will phone round to others in the area. Depending on the urgency of the spare there are three levels of supply. 1) VOR; 2) Monthly stock; 3) Supplementary.
I asked Stan to detail the chief benefits of the Volvo/ distributor set-up.
First, he said, the product is the right tool for the job. Warranty claims are relatively generously dealt with and are very fair. Back-up during the vehicle's life is good as Volvo's policy of gradually refining the product rather than making dramatic changes has meant that many parts are common and well proven.
In addition to offering servicing facilities for those requiring it, distributors will
also provide technical advice for these owners who do their own servicing. Indeed, service .managers often go to a company's workshop to advise on particular problems.
To complement this, workshop manuals and special tools are readily available. Quirks of vehicles too are explained and full instructions are given.
"Action Volvo", the nationwide rescue service operated by the distributors, ensures that the vehicle will never be stranded for long — either here or overseas, as a reciprocal arrangement exists abroad. The system works on a Freephone arrangement so that there is security for the driver who may be stranded miles from anywhere. He feels secure in the knowledge that there's someone out there able to help.
When asked to sum up, Stan said he believes the keynote is service. Volvo is, he said, a happy organisation which through its close coordination from factory to distributor is able to achieve a high degree of service. There is no continual hassle or aggravation. Stan went on, and the social aspect is good too!