On the 25th, MAN Truck & Bus Korea (hereafter referred to as ‘MAN Truck’) announced that it has completed 95.4% of its voluntary recall initiated in September 2021.
The voluntary recall targets 4,408 trucks equipped with Euro 6A, B, and C engines. As of June 24th, the company has successfully serviced 4,204 units, achieving an unprecedented figure of approximately 95.4% of the total recall.
To ensure the successful completion of the recall, MAN Truck put in extensive efforts. It installed and operates Engine Excellence Centers at most service centers nationwide, providing specialized spaces and equipment for engine repairs. Additionally, the company set up a recall center at the Pyeongtaek service center, dedicated to engine recall operations, bolstering both human and technical support to enhance service quality. In particular, to minimize customer downtime, the company adopted an ‘all-in-one recall’ approach, allowing customers to complete inspections and repairs in one visit to the service center.
The successful recall campaign has led to increased customer satisfaction. Word-of-mouth has spread among initial recall customers, indicating high satisfaction with their vehicles post-recall, prompting many to actively participate in the recall. This has further restored customer trust and enhanced satisfaction levels.
One customer, Jo Soo-gwon, who participated in the recall last December, remarked, “Thanks to MAN Truck for not ignoring the issues with my vehicle, I felt reassured while receiving the recall service. Additionally, even though my vehicle has over one million kilometers on it, the engine performance has improved noticeably compared to before the recall, and I am very satisfied with that.”
MAN Truck aims to complete the recall for every unit, reaching a 100% completion rate. The company is continuously contacting customers who have yet to participate in the recall through all available means, including phone calls, texts, and mail. Notably, members from MAN Truck’s Yongin headquarters and sales representatives are fully committed to ensuring the recall is completed.
Peter Anderson, President of MAN Truck & Bus Korea, stated, “I would like to express my gratitude to our customers for trusting us and allowing our voluntary recall to achieve an unprecedented high compliance rate. MAN Truck will continue to enhance our service quality to further increase customer satisfaction and solidify our position in the Korean market based on customer trust.”
Meanwhile, MAN Truck is proactively responding to the increasing sales and maintenance demands by building a nationwide network of 22 service centers, and improving the quality of after-sales service management. Recently, they have initiated a public recruitment process for additional service partners to expand new service centers in areas such as South Gyeonggi (Hwaseong or Pyeongtaek), Icheon in Gyeonggi Province, and Mokpo in Jeollanam-do, with plans for a new service center in Jeju set to be expanded later this year.
Author: Lee Sang-jin daedusj@autodiary.kr