SERVICE & SUPPORT
Service Policy
After Sales Process
Warranty Policy
SERVICE PHILOSPHY

In 2007, Geely Auto began to move from a passive to an active care system in its customer service and from the strategy of simply maintaining the brand to one of building it, with the Geely Holding Group undergoing strategic transformation.

In terms of customer care, Geely has established six initiatives including Care at Home, Care on the Road, Four Seasons Care, Care in the Classroom, Care Centres and Care Clubs. These initiatives focus on enhancing customer satisfaction, applying key thinking to customer service activites, caring for customers and creating innovative ways to serve, so that Geely customers are touched by our expertise and can truly enjoy high-quality after sales service at all levels.

Improving the Service Experience

In 2007, Geely launched the strategic transformation campaign and that brought about major changes to our service practice as well. We shifted from a passive to a proactive system in the customer service, so as to create the brand instead of just maintaining it.

Geely initiated six types of service practice, namely Care at Home, Care on the Road, Four Seasons Care, Care Classroom, Care Center and Care Club. These initiatives focus on enhancing customer satisfaction and creating innovative ways to serve customers, so that they can be touched by our expertise and truly enjoy high-quality after service.

The remote diagnosis and maintenance system, technical assistance centers and training program are three pillars and H3 guarantee for our customer service system.

Four Seasons Care Program

Geely regularly organizes after sales activities during spring, summer, autumn and winter, focusing on customer needs in each special season and offer year round considerate service. Our specialist and expert in each area will provide technical support for this program. These initiatives are carried out on long term basis and are very much welcomed by the customers.


Geely Customer Care Centre

We launched our call center in 2006 and expanded its capacity three times over time. Currently, the number of desks available has reached the same level of a big professional call centre. The major in-bound call center is based in Hangzhou City and the out-bound call center is based in Shandong province.

Geely owners can always access our call center when they encounter a problem related to the car anytime, anywhere. The call centre will then coordinate different resources to fix the problem in the earliest possible time.

Geely Road Assistance Program
Geely launched road assistance program in 2010, and equipped our star-level service stations with standardized assistance vehicles for quick on-site rescue, recovery and support. The support vehicles all have a complete set of tools and equipment, first aid kits, snacks and drinks and even raincoats for stranded drivers. We now have more than 300 road assistance vehicles, with each one covering an area of about 150km around. We will expand the road assistance network by collaborating with professional roads assistance agencies and organizations, so that our customers can access this service in a more convenient manner.
 

 

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