IvecoCare comes good on CSR

[goingbush]

This is from Mark @ Earthcruiser, with permission

IVECO TO THE RESCUE

On the 18/06/15 our customers were 2 weeks into their Earthcruiser Expedition, their location was 1.4km south of Well 25 in the Harbutt Range, just north of where the Talawana Track crosses the Canning Stock Route, very remote & approximately 470km out of Newman the nearest town, when their vehicle experienced a setback, the transfer case had locked itself out of any range and the vehicle become immobile, their only communication was via a Sat phone with minimal reception.
Our customers advised us of their situation at about 7pm and in-turn we advised Iveco, and their response was immediate, Iveco Support actioned a plan within a couple of hours.
Iveco Support engaged, Chris @ WA Iveco for their support; the plan of attack was to remove a transfer box from a new going vehicle at WA Iveco on Friday 19/06/15, as towing was not really an option. The transfer box and all the necessary tools and equipment were then expedited to AHG Service Centre Newman, WA (Iveco Support & Response team).

The Transfer box and equipment were sent overnight 'critical' to Newman 1200km away, after receiving the transfer box and all the necessary tools and equipment overnight from Perth, 20/06/15 Saturday, around midday the two mechanics (Tom & Cameron) from AHG Service Newman (Iveco Support & Response team) headed off with all the gear and also enough supplies required for the two mechanics and also their two stranded Iveco customers in a 4WD. It was a two day exercise in total & Tom & Cameron (Iveco Support) were required to camp out overnight due to Iveco's fatigue management requirements. 450km of that distance was unsealed road & tracks and the condition of the track after the rain meant that travel time just to reach the Iveco and their customers was 9.5 hrs away. To give you an idea of how remote & how baron the terrain was it took Tom & Cameron 3.5hrs to drive the last 85km, one sand dune took the men 1hr to get over when they were only 4km from the stranded couple.

By10pm the mechanics had located the Iveco Earthcruiser and got to work immediately, the customers could not believe the response time that Iveco had managed (with help from Tom & Cameron, AHG Service Centre, Newman) to get all this organized and to reach them at such an isolated location.
By 1am the transfer box was out. Early next morning, Sunday 21/6/15 Tom & Cameron were at it again at 6 am and by 8.30 am the new transfer box was in, the oil was replaced and all other necessary components were checked and given the OK. Iveco didn't stop there, they also included refreshments for all involved, the Iveco AHG Service Centre, Newman support & response team, Tom & Cameron and the customers all enjoyed a 'post repair' celebration after their epic ordeal.

The remote and stranded Iveco customers were mobile again in under 2 days after their distress call, now how can you beat that for Customer service and support, you can't. We would like to commend and congratulate Iveco Support, WA Iveco and Tom & Cameron, the superior response team from AHG Service Centre, Newman for coming to the rescue of their customers in the best and quickest possible fashion!
Why would you buy anything else, well you wouldn't!

[Ean Austral]

Its good to read a story like that, I wonder if that story is posted in many lunchrooms of many 4wd companies around the country.


Good on Iveco for what is a fantastic effort, having travelled that country its not an area you want to feel stranded.




Cheers Ean

[87County]

I don't think we could expect LandRover or Toyota to do that

[rar110]

That's impressive.

[incisor]

WOW!

good on them...

[goingbush]

It only happened a few days ago.

I'm very Impressed, so far, (touch wood) I have not needed Ivecocare yet,

I wonder if that level of aftercare is maintained once the 3 year warranty has expired and you take up a 3rd party roadside assist, I don't think even Platinum membership would come close !!

[weeds]

Good effort.....

the fatigue management references don't match up......

[Sitec]

Awesome work on their part.. Would have been the perfect pic if they'd turned up in an Iveco Massiff instead of a Ranger though!

Was there any indication as to what had failed in the Transfercase?

[goingbush]

Will post when I find out the cause, it did have "metal bits" in the oil.

When I first heard about it I assumed it was just a U clip had fallen off one of the selector bowden cables - same symptom of no gears.

[spudboy]

That's pretty priceless PR for Iveco. It'll travel around the internet on forums like this, and convert people who are wary of it being such a minor brand.

I called in to Iveco Adelaide yesterday to see if the new model was available in the 4x4 model (it is already here in the 4x2 models) but I got told "not until 2016". Seems to still be coming out with drum brakes on the rear too (according to the salesman).

Had a sit in the new style cabin on a 4x2 and it looks very tidy. If you are used to European cars, it feels a bit plasticky and flimsy, but not horrible at all.

Expected price is just a bit more than the current model 4x4s.