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Old 25th July 2013, 15:46   #1
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Default Tata Motors launches 'Tata Motors Service' for passenger vehicles

As part of its Horizonext strategy, Tata Motors today announced the launch of 'Tata Motors Service', a comprehensive and renewed customer service programme to further enhance its customer service levels, backed by technology, strong dealer network and consumer insights. More detailed info in link below :

http://www.tatamotors.com/media/pres...ses.php?id=871

( Just stumbled upon this on twitter, Request mods to please merge if there's an existing thread )
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Old 25th July 2013, 15:58   #2
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Default Re: Tata Motors launches 'Tata Motors Service' for passenger vehicles

The 90 minutes service was inaugurated today, along with other initiatives. We'll carry a report on that. We've already scooped the doorstep service initiative. Here it is-> http://www.team-bhp.com/news/team-bh...ice-initiative

Cheers,

Jay
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Old 25th July 2013, 21:18   #3
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Another video they tweeted :


Last edited by Rehaan : 26th July 2013 at 14:42. Reason: Embedding video
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Old 26th July 2013, 08:57   #4
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Default Re: Tata Motors launches 'Tata Motors Service' for passenger vehicles

I wonder who all will be eligible for this, what are the costs, and how it is better than their current 24x7 service helpline
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Old 26th July 2013, 13:32   #5
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Default Tata Motors Service: An Overview

Link to News Section

The Horizonext strategy that was unveiled last month by Mr. Karl Slym, the Managing Director of Tata Motors, promised a big leap in dealership and after sales service experience. In a continuum of that strategy, Tata Motors has launched new service initiatives under the"Tata Motors Service" program. The three cornerstones of the new initiative, according to Tata Motors, are responsiveness, reliability and value. The 11 service programs under the new initiative will be rolled out across Tata Motors's 800 dealer strong after sales network across India.

Tata Motors launches 'Tata Motors Service' for passenger vehicles-tata-motors-doorstep-service-1.jpg

Under the Responsive Service, Tata Motors has rolled out five major programs,

* Doorstep Service

In line with Team-BHP's scoop, a modified Tata Super Ace will dispense doorstep service at the customer's location. This service has been tailored to save time for the customer and also cater to those customers who live in places faraway from Tata Motors's service centers. Apart from scheduled maintenance, the service is capable of carrying out 30 minor repairs. Tata Motors plans to deploy 20 Super Ace Doorstep Service pick up trucks by the end of this year.

* Online Booking of Service

Tata car owners can now select a service appointment slot online. This service allows Tata car owners to choose a date, time and dealer.

* Speed-O-Service

Tata Motors has joined the likes of Ford and Toyota by rolling out the 90 minute-quick service program. Tata Motors's Speed-O-Service program will have service bays that can deliver 6 cars a day/bay. This program will benefit both dealers as well as customers as more cars can be serviced in a single day, along with lower service times.

* Quick Repairs

Tata Motors claims that minor repairs such as changing headlamp bulbs or punctures will be completed in 30 minutes.

* 24X7 On Road Assistance Program

Tata Motors's 2,700 strong authorized service points will provide emergency breakdown services across the country through the towing assistance facility. Tata Motors claims 60 minute and 120 minute response times in the city and on the highway respectively.

Under the reliability program, Tata Motors has launched two new programs,

* Quality Service

Every car brought in for service will undergo a standard set of quality checks to ensure that issues not noticed by the customer are identified and taken care of. An improvement in the overall reliability of Tata cars seems to be the rationale behind this initiative.

* Diagnostic Expert

Tata Motors has trained regular service advisors to become "diagnostic experts" through a 3 month technical training program. The role of the diagnostic expert will be to identify problems quickly and efficiently, and also train other mechanics in the workshop.

Name:  Tata Motors Doorstep Service 2.JPG
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To provide better value, Tata Motors has rolled out the following programs,

* Rapid Repair

This program is aimed at attending to small dents and paint jobs on Tata cars. A same day delivery is promised for minor body jobs.

* Value Care

Essentially a service package for Tata cars, the Value Care package provides economical maintenance packs for Tata Motors's car range. The Value Care service comes with plans for both scheduled maintenance and repairs.

* Tata Motors Original Parts

Tata Motors claims to be the only car maker in India to offer a 1 year warranty on its spare parts badged with "TOP", which stands for Tata Original Parts.

* Extended Warranty

Tata car buyers have the option of choosing the extended warranty scheme that will provide coverage up to 4 years or 150,000 kilometers. The extended warranty is meant to insure the car buyer against part failure.

The new service initiative also keeps car buyer comfort in mind by providing facilities such as waiting areas and real time updates on the status of the vehicle being serviced. The real time updates would be provided by vehicle tagging through RFID technology. Also, customers would be able to watch their cars getting serviced from a viewers lounge.

Last edited by JayPrashanth : 26th July 2013 at 13:51. Reason: News Link Added
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Old 27th July 2013, 22:17   #6
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Default Re: Tata Motors launches 'Tata Motors Service' for passenger vehicles

First right step in doing things right.
Its high time they now up their ante on long term reliability which is missing in their vehicles. I can say for sure by owning a Vista TDI and after 4 years of ownership, just after the extended warranty got over the 1st gear synchro has started clashing. This causes a customer to think elsewhere in his next purchase.
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Old 27th July 2013, 22:53   #7
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Default Re: Tata Motors launches 'Tata Motors Service' for passenger vehicles

Hope springs eternal. For me, a hapless Indica ev2 owner, the proof of the pudding will lie in the eating. Let me experience it, only then I will believe that it works on the ground (beyond photo-op with a smiling CEO). I hope they are also focusing on product ergonomics and quality off the starting block......
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Old 27th July 2013, 22:58   #8
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Default Re: Tata Motors launches 'Tata Motors Service' for passenger vehicles

I see just a bunch of branding what they do right now, and marketing hoopla.

Lets see now -

The ace mobile workshops - seem like a good thing. All that is needed is for tata to make cars that more or less need only the scheduled maintenance, and not make cars that have things going wrong randomly

Online booking Lets see if this is honored by the TASC's. usually when I arrive at the designated slot, you end up waiting at the lounge for a while longer till a free SA arrives. God knows who they are attending to right now
Speed O Service the concept has been around for a while now - I recall it used to be called quick service, I've never seen it implemented. even when I asked if small things like a fuse change could be done as a quick service, I was asked to wait
Quick Repairs Why anybody who would go to a TASC to fix a flat is beyond me!

24x7. This has been around a while - but its actually decent. There are a few things that could use improvement, but the way it works right now is bearable.

Standard checks Every time I take my car back from service, I have my own set of standard checks, and its surprising how many things get caught - Radiator caps left open, electricals left disconnected, missing nuts and screws. Things that supposedly should have been done as part of standard checks are not done. I doubt how adding new checks are going to help when the existing ones aren't being done right
Diagnostic Experts. I think their SA's are more or less competent enough. If they get better, then great.
Value Care I recall buying the gold club membership. The SA who sold it to me enthusiastically had no clue how to apply the coupons while billing. I still have the booklet untouched.

Old wine in a new bottle IMO. Lets see

Last edited by greenhorn : 27th July 2013 at 23:00.
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Old 27th July 2013, 23:08   #9
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Default Re: Tata Motors launches 'Tata Motors Service' for passenger vehicles

Good development towards their ongoing image management/product rationalization; glad to see Tata making the right noises - in a long time. The key differentiator now will be the execution of these various initiatives though.
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Old 28th July 2013, 12:21   #10
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It is disheartning that non of india's car manufacturer is in a position to be a market leader. I have worked with tata group companies several times. Indeed tata is one of the most respected brands. However, I never gets confidence that tata car will be a good option. Hope these new initiatives are implemented effectively and can infuse much needed confidence among the tata car users.
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Old 30th July 2013, 11:21   #11
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Default Re: Tata Motors launches 'Tata Motors Service' for passenger vehicles

I watched the video posted on this link and fell on the floor laughing.
Who are they trying to kid??
I just visited the Tata service centre at Mapuca, Goa about a week ago and nothing has changed. I waited half an hour and then left and got the job done elsewhere.
Masala tea, espresso coffee and wifi!!! Indeed!!! Ha! Ha!!
They have got to be kidding.

However, if this ever comes to pass - and with Tata's I doubt it will in my lifetime - I will be the first to take my hat off to them.

Every time I get into my Nano I keep my fingers crossed that it will get me back home again.

Regards,
SS
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