Pajero Owners Club of South Africa

Simon / Roelf / Others that attended the meeting:

Is there any feedback on the parts issues? Is there any way to play a more active role in our engagement with Mitsu SA?

I've been trawling through all the complains on the 4x4community (and unfortunately the brand is taking a knock there). I've also scanned the HelloPeter complaints and picked up on a few common themes.

Key issues seem to be:

• Parts availability
• Service issues (quality / customer experience)
• Cost of service parts (perception is that prices have increased significantly since Imperial took over

Now, I acknowledge that in the vast majority, people with bad experiences tend to post them everywhere, and hence your online comments profile will always be skewed to the unhappy. However, the portion of folks having good experiences (and who are online and willing to post about it) seems to be dwindling (my perception - which may be incorrect). So from a PR point of view, I think Mitsu SA should be much more transparent to address these complains. The banks and insurers are showing us how good it is to play open cards and to manage social media and marketing. For example, how about publishing some details (and not just once every now and then, but maybe monthly / bi-monthly) on the key areas of concern. For example:

• Parts and availability (we can talk about some stats here) e.g. % of parts available immediately vs those that had to be ordered (split between service and non service parts)??
• Number of complaints received about service issues vs. number resolved
• Key drivers of parts price changes that have recently occurred or can be expected

There are many advantages to this:

• Progress will be clear on customer issues
• Accountability of those at Mitsu SA who have made promises on improvements
• More clarity on whats going on - the biggest issue is probably that nobody really knows what the future hold, and whether they will have parts/service issues

If the guys at Mitsu need help internally, I'm sure we can also advise/assist them. E.g. The state of their client services dept? Do they have enough and sufficiently trained staff? Are the KPIs aligning to what they are trying to achieve / and reflecting the current state of things in the real world?

Then lastly, I would like to call on the Mitsu owners who have had a great experience (as I have), to not blast the guys with bad experiences, but just to simply share yours to help balance the views out there. Why? It can help measure the success of Mitsu's customer service interventions. (No point in fixing online brand perception, if the guys that get helped just keep quiet about it and the bashing continues).


Sorry for the lengthy post, but I hope this gets some thoughts and hopefully some actions going. (Happy to help out where I can).

Good post Karl - I have also been getting frustrated with Mitsu's lack of comments with regards to the increasing complaints about spares, not only on the 4x4 sites but also very negative comments on news24 motoring articles.

My other concern is that the Pajero is possibly not an important part of Imperial's future plans - seems to be increased focus on the smaller vehicles?

On a positive note I just had my 150K service and all went well - didn't need any special spares but the service items were supplied and the levels of service were as good as ever.

Eagerly await some feedback from Mitsu.

Cheers
Tom

Karl and Tom,

Valid points, but I have not been privy to any further discussions.

Maybe Simon can fill us in.

Roelf

Ok - so I should check my invoices properly

My service at Mitsu East Rand was not so lekker after all - saw a small text line on the invoice:

REPORT: no stock on air cleane

Service advisor said nothing when I picked up the vehicle - phoned them a short while back - said they would "make a note" and phone me when they get stock.

So Mitsu SA/Imperial - anything to say to that? I don't think air filters are items that should be on "special order" - disappointing.

I see Manuel de Canha is the Exec in charge of Motor Imports - trying to get his email address - irritate him a bit to help him earn his R17M

https://in.reuters.com/finance/stocks/o ... rId=238884

Cheers
Tom

haraldl wrote: from https://www.pajeroclub.co.za/forum/view ... =27&t=3159
Re: 4X4 Lights on dash 3.2DID 2002 LWB Man
by haraldl » Sat Oct 27, 2012 1:25 pm

Thank you for instructions on how to change and fix the bulbs.
One little problem however, phoned the agent in Somerset West yesterday, re availability and price for the 4X4 indicator lights - no stock at all, will have to come from Japan - R52 per bulb. Not sure which agent sold them for R15 each.

IMHO This pricing is simply extortionate and unacceptable - it heralds the demise of a great marque in South Africa.

Did this actually improve the relationship between Mitsubishi Motors SA and the Pajero Club?
Regards Brian P

Brian,

The mere fact that some role-players moved on from being names to becoming names, faces and contacts already count for better communication on some aspects.

But the true answer, in my opnion, is that no formal agreement/cooperation was established.

Roelf