Mercedes introduces new after-sales service initiative in India

In a bid to make after-sales services a differentiator in the luxury car space, Mercedes-Benz has launched its ‘My Mercedes - My Service’ digital after-sales initiative. After the USA, India is the second country to receive this service. The programme comprises three parts – Digital Service Drive, Premier Express Service and Service Products.

With the Digital Service Drive, Mercedes service centres send owners updates about their car’s service status via SMS, emails and video calls. Its service-at-doorstep facility is where the service centre’s consultant uses video calls to give owners a virtual visit to the workshop, where the customers can see their cars being serviced real time. This also allows customers to book their vehicle service appointments online. The Premier Express Service allows owners to get their cars serviced in a little over two hours. It’s available across all metro cities, however, it doesn’t cover major repairs and services or on AMG cars.

Under the Service Products, buyers can opt for package plans which span 3 years/60,000km, 4 years/40,000km, 4 years/80,000km and 5 years/100,000km. For new car customers, Mercedes even provides the option of a 10 year/200,000km service package, which comes with the Premier Express Service as complimentary.

Mercedes offers a 3 year/unlimited mileage warranty on all its cars as standard. In comparison, warranty schemes offered by Audi and BMW on all their cars are 2 years/40,000km and 2 years/unlimited mileage respectively.