Ford Motor Company, together with its partner in Sri Lanka, Future Automobiles, is delivering on its promise of building an unmatched customer and ownership experience in the market. By making sure every part of the service experience in Sri Lanka is consistent with Ford’s Global Standards – from state-of-the-art equipment, to Ford’s Extended Service Plans, genuine Ford spare parts, and world-class staff training – Ford is raising the bar for service standards in Sri Lanka.
“The quality of the service we provide is just as important as the quality of our world-class Ford vehicles,” said Patrick O’Neill, Director, Customer Service, Asia Pacific Emerging Markets, Ford Motor Company. “We want all of our customers to know that purchasing a new Ford vehicle is just the start of their ownership experience, and we are here to support them every step of the way.”
Ford’s commitment builds on the foundation set with the opening of the state-of-the-art Ford 3S dealership facility – showroom, sales and service – in Colombo at Parliament Road, Battaramulla.
The new Ford facility features a 12-vehicle, 6,000 square-foot showroom, 14-vehicle service centre and spare parts department under one roof, offering a one-stop shop for customers.
“Sri Lankan customers expect world-class standards, and our joint investment in equipping the service department with state-of-the-art diagnostic and repair equipment demonstrates our commitment to ensuring today’s complex vehicles are repaired properly and fixed right the first time,” added Suminda De Silva, CEO, Future Automobiles.
To ensure Sri Lankan customers have access to the highest quality spare parts, Ford has also introduced the Motorcraft product line, including batteries, filters, fuel pumps and air-conditioner compressors – all fully approved by Ford according to strict global standards. These genuine parts designed especially for Ford vehicles ensure safety, performance and peace of mind for customers.
Additionally, all Ford dealership employees, including technicians, sales and service staff, have received Ford’s globally recognised training to develop their expertise and serve customer needs.
Technicians receive ongoing training according to Ford’s Global Curriculum, applied at the same standard as they would in the US or Europe. They are also regularly tested to ensure that they are capable of providing the highest quality of service to customers and meeting global Ford standards.
A high quality dealership experience is complemented by Ford’s Extended Service Plans, a global Ford product that is now available in Sri Lanka and can be tailored to customers’ individual driving preferences. The programme includes two mechanical coverage plans and two maintenance plans, which customers can purchase separately or combine for extra peace of mind:
· Mechanical coverage plans: a Premium Care Plan that covers more than 500 components of a Ford vehicle, or Powertrain Care Plan that covers the essential powertrain components of a Ford vehicle.
· Maintenance coverage plans: Premium Maintenance Plan that covers all maintenance needs plus six wear items, or the Essential Maintenance Plan that covers basic maintenance.
“The services we offer in Sri Lanka are part of Ford’s 12-step global Quality Care programme, which ensures the same high level of service and customer experience at every authorised showroom and service centre around the world,” explained O’Neill.
“Together with our trusted partner Future Automobiles, we continue to make it our toppriority to ensure that customers get the best service at all steps of their ownership experience.”
The Ford showroom in Sri Lanka currently includes the Fiesta, Figo and Focus passenger cars, Kuga, EcoSport and Everest SUVs, and Ranger pickup truck.
