Unique GM programme delivers roadside peace-of-mind

This is something that has long been recognised by General Motors (GM) - the company's unique Roadside Assistance programme is an example of the stress it places on adding value to customer service and enhancing the all round vehicle ownership experience.

The GM Roadside Assistance programme provides car owners with complete peace-of-mind that they are supported by an unrivalled measure of convenience and security should they have any problems. This is particularly important in the Middle East region, where it is normal for people to cover long distances while going on holiday or visiting family.

The GM Roadside Assistance programme provides immediate access to vehicle repair or towing services for emergency situations. It spans a wide range of potential problems like flat tyres and empty gas tanks right through to mechanical failure and accident support. The programme is provided to all GM new vehicle owners across the region, from the moment it leaves the showroom until it is three years' old, regardless of mileage.

"It does not matter where the car was bought so long as it was bought from an authorised GM dealer in the GCC or Levant," commented Joe Elenz, director of aftersales, General Motors Middle East.

"In this region it is common for large families to drive thousands of kilometres to go on vacation or visit family and friends, whether they are going from the UAE to Lebanon or Saudi Arabia to Jordan. It is very important that people undertake these trips safe in the knowledge that if they do get into trouble on the journey, help is close at hand at the end of a telephone line. That is what is unique about GM's Roadside Assistance program."

Emergency telephone numbers have been set up in all six GCC countries (Saudi Arabia; United Arab Emirates; Kuwait; Bahrain: Qatar and Oman) as well as the three Levant countries (Jordan: Lebanon; Syria) with calls answered by trained, bi-lingual advisors whose aim is to ensure that GM customers' vehicles are safely back on the road with the minimum of inconvenience.

If the vehicle runs short of fuel, gets stuck in the sand, has a tyre puncture or suffers battery failure, GM's Roadside Assistance programme will get the vehicle up and running again. In more extreme circumstances, when mechanical failure means the vehicle is unable to continue its journey, the Roadside Assistance programme will cover hotel accommodation up to US$120 per day for three days and economy class airfare for all passengers to ensure minimum disruption to a journey if the vehicle is not back on the road within 48 hours. Roadside Assistance will even take care of transmission of messages in order to keep family and friends informed.

"The customer ownership experience is very important to GM and we work non-stop to deliver the very best levels of customer satisfaction," continued Elenz. "In addition to the Roadside Assistance programme and the warranties offered on our vehicles, we are investing US$60 million in a parts distribution centre in Dubai to ensure fast delivery of parts to our regional dealer network, in many cases within 24 hours of ordering."