New-York tribune., 1918-01-13
Some Plain Words
About "Service'
Question
By w. A. Woods


For years it has been conceded tha.
80 per cent Of the difference betwec1
the buyer and the seller has arisen
from a misunderstanding TO the def
nition Of "service'
Every purchaser Of an automobile
has n hazy understanding that he is
going to secure service" Every seller
promises service but no one actually
defines just what service really con-
sists Of. According to strict interpre
tation Of the Automobile Manufacture
crs' Standard Warranty, all parts
claimed TO be defective must be re-
turned to the factory, transportation
charges prepaid. If an owner has trod
bic with a defective part he has to pay
transportation TO the factory to obta in
an adjustment. losing the use Of the
car for that period.
The desire Of wise merchandisers ! )
to give as much for the dollar they
can. with fair profit to themselves.
From this have arisen thousand and
one different definitions of "scrvic.,
none of which means much more than
the manufacturers guarantee. It seems
that in all the years Of the industry
very little progress on "scrvice" has
been made.
Various plans have been put forth.
but it is conceded that the solution
has not been arrived at yet, although
the Automobile Chamber of Com
mercc has presented to it many plans
to eradicate this evil.
A CIean-Cut Policy
So much has been written and said
regarding service" that it seems hard
/ ly possible for anything new to be said,
yet I feel that our policy not only
covers every point that has ever been
covered by any other service policy
! but it also goes a step further. Our
policy is as follows: In addition to the
warranty given by the manufacturer we
rs distributors Of Peerless cars, agree
as follows:
For period Of ninety days after de
livery of car we agree to replace
worn parts, unless said replacement
are clearly ncccssitated by accident oil
misuse.
For period of one year after de
livery of car we agree to replace. but
rot install, all broken or excessively
worn parts, unless such replacement:
are clearly necessitated by accident o,
misuse, A charge is made for all worl
done outside of the company service
station.
You will note that there arc no sub
terfuges or evasions in this policy
every statement being clear and con
else and without any "ifs," lands" OF
"buts." You will also note that We dc
not make any exceptions to our guar
antce by trying to evade responsbilit,
for the bad performance Of any Of th'
. accessories. such as electric equipment
:. ignition system. generator. self-starter
lamps etc. our policy being tina
should occasion arise for the custome
, to take exception TO the way any of th
, component parts of the car arc per
/ forming. we arc to take tha customer
troubles on our own shoulders as beini
of our own making. Should there b
9 sny adjustments or replaccments due
t we will fight his battles with the part
t makers instead of sending him to tn
T service shop Of the accessory manu-
facturer.
In other words. we are living up t
our Bond Service Policy which
built upon nothing more or less tha
the old fashioned Golden Rule, and ar
? pleased to say that this policy is work
ing out TO advantage both to the Gus
toner and ourselves.
Service Can Go Far
: 1t is the intention Of the manufact
"iNt " S'NS on tbiS iSiioStio " dutpiut
= biles uniform. fair, courteous and bus
= resslike treatment and to assist the;
in every reasonable way to keep thei
e car in good running order. This state
8 ment is made repeatedly before tn
purchase. believe it is only fair tina
this idea is carried out for reason
able length of time after the purchas
', and that they should not be subiecte
e to numerous delays. charges for part
;. charges for freight on broken par
pla nly evident not their faul
s and labor for putting these parts in.
V say nothing Of the time wasted ar
the annoyance caused by having Ii
car laid M.
: These are only a few OF the mar
It annoyanccs that have been foistcd uno
p the public and which have been fro
y the first day of the automobiles. but
/, believe the time is fast apprcachil
o that every manufacturer viii
q obliged absolutely to define the wo,
y "servicc" and cmbody it in his sal.
!. contract. the same as he does eve,
Il other part Of the car He tells yc
what the motor consists of and VIII;
= other parts go to make up the autom
-. bile. and although he speaks of servi,
and refers 10 1t in friendly way. a.,
his representatives and agents promi
- 1t to you, Yet it has always remain.
- vague indefinite som. ching th
- everybody expected to get and vet vel