The Commercial Vehicle Show - logo image

18 – 20 APRIL 2023 • NEC • BIRMINGHAM • UK

The Commercial Vehicle Show - logo image
18 - 20 APRIL 2023 • NEC • BIRMINGHAM • UK

Five minutes with… Tim Hicks, Isuzu Truck UK’s Head of Operations

For the past two years Isuzu Truck UK has had a long-term warranty programme for the 3.5 tonne range. What was the thinking behind the introduction of this extended warranty?

With the success of the Grafter range over the last few years, which has subsequently generated a much bigger vehicle parc, it became apparent that many customers did not generally generate high annual mileages whilst operating their vehicles. Whilst we offer a three-year unlimited mileage warranty as standard across all of our GVW ranges, we became aware of an increasing customer demand for even longer warranty periods, with a capped mileage.

What are the extra choices on offer with ITUK’s Extended Warranty programme?

The Extended Warranty programme applies to all new Grafter purchases only and covers every model in our 3.5 tonne range, namely the N35.125 and N35.150 models. At the point of purchase, customers can select either a four- or five-year warranty period package, with the additional option of three mileage parameters – of 12,500 miles, 18,750 miles or 25,000 miles per annum, up to a maximum of 125,000 miles or five years – whichever comes first. The added value benefit of free vehicle servicing throughout the whole warranty period is included in the cost of the extended warranty package. Our standard warranty terms apply throughout.

Does the customer pay for the Extended Warranty?

Yes, indeed they do. The Extended Warranty on the 3.5 tonne range is purchased at same time as the vehicle, for a single upfront payment which covers the whole period.

How successful has this new Extended Warranty programme been for ITUK?

We have been really pleased with the take-up of the scheme since its launch in June 2020, with hundreds of Grafter vehicles, purchased by a mix of both national fleet and retail customers, now registered on it. Even more pleasing is the fact that those vehicles are from customers all over the UK.

What are the additional benefits of the scheme in your eyes?

I personally believe that this scheme gives customers a great opportunity to build a close and positive relationship with their local Isuzu Truck dealer, and to have their new Grafter trucks maintained by a truly professional aftersales network, with fully trained and experienced technicians providing full peace of mind. Whilst our Grafter customers range from very large companies to considerably smaller ones, they are all looking for the performance of their trucks to be uninterrupted whilst in service.

How would you sum up the ITUK Extended Warranty programme?

It’s as near as you can get to a full R&M package for a Grafter truck. The whole ethos of the programme, covering warranty and service, totally fits with our award-winning CARE approach to our customers, which has been part and parcel of the company from its inception 25 years ago. The programme is managed completely in-house at ITUK, through our bespoke maintenance management system, and is administered by exactly the same people who manage the standard warranty.

Tim Hicks, Isuzu Truck UK’s Head of Operations

 

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