I would like to share an experience I had with FCA
I had bought the jeep and was looking for reasons for long drives. One day my wife told one of her UG classmate was getting married and the marriage was in Yellapur. The traveller in me woke, googled and found its in northern Karnataka. Goa looked so close. But then something else struck me. Pune was just 600 km away and Ranjangaon factory is close to Pune. I had few email ids of FCA and I send them all a mail requesting permission to visit the factory.
Congratulations for the huge success of Jeep Compass in India.
I am a proud owner of Jeep Compass.
I was very much interested in Jeep Compass much before its launch and price announcement. I booked a Jeep Compass on August 1st the next day after price announcement . I was skeptical about the service issues of Fiat vehicles in India. Even though Fiat Uno, Linea and Punto were excellent vehicles and had record bookings in the initial days of launch, due to service issues their sales dropped. So I thought I would wait for few months before buying a Jeep Compass. I am an active member of automobile related social groups like jeep compass India, Teambhp etc. and was keenly following and was impressed the way FCA was taking care of all the early hiccups of Jeep Compass.The way you handled few issues were really a benchmark in customer care. Now I am a proud owner of Jeep Compass.
I am driving my Jeep from Kerala to Goa. Sir, will it be possible to give permission for me to visit the Ranjagaon factory, If so I will extent my drive from Goa to Pune. I will reach Pune on March 24th. I am travelling with my wife Dr Anu , my children13 yr old Adwaith who is so much in love with the car and 8 yr old Dev.
I assume for you this might be a small thing but for me and especially my son it would be a dream come true and something to cherish though out life.
Looking forward for a positive reply from you and a long drive in Jeep Compass.
Dr. Dilip Maliyekkal
This was the mail and frankly I didn’t expect a reply.
But with in an hour a series of surprises began. I received a call within a hour of sending mail and he introduced to me as the CEO of Fiat India. Wow, the CEO calling me. He said he is delighted to welcome my family for a factory visit and his team will get in touch with me. But unfortunately he wont be in town in that date to receive me. Man that was unbelievable.
I had a reply from COO of Asia Pacific excluding China. His mail said they are looking forward for my visit and his team from India will get in touch. In another hour I received a mail from Sr. General Manager explaining how they plan to go about the factory visit and then lunch with the officials and I could stay in the Fiat India company guest house in Pune.
This was just a beginning.
Sr. GM and his team were following my travel itinerary and were giving guidance to reach the guest house. They made sure I had a pleasant stay. Next morning I said I will be reaching around 10.
On the way I was thinking how I should explain to the security that I have come for a factory visit, but on reaching the gate I was surprised to see a LED display welcoming me and the Sr.GM, himself waiting for me at the gate.
There was a professional photographer and 3 or 4 person accompanying us during the visit. We were guided to a conference hall and a small meeting was conducted and were welcomed with bouquets. They literally made us feel like celebrities. The processes in bodyshop and assembly units were explained by the managers.
My family had lunch with around 20 officials from FCA. They were very friendly and asking how the drive was and things like that. It actually felt like a family gathering than a factory visit. They had come to know we were vegetarians and only vegetarian dishes were served in the buffet. Imagine.
They gave printed copies of photos and a large framed photo. Lot of merchandise gifts and cases of Bisleri and close to 10 kg of Chikku from the factory for our return journey. Height of care.
They kept calling for the next couple of days and made sure I reached safe back in Kerala.
How they made us feel was out of this world. I really don’t understand why they had to go to this length to pamper a customer.