Best Service

The customer satisfaction is a fundamental value for Maserati and, in order to avoid any kind of trouble and/or inconvenience to our customers, in case of simultaneous release of several campaigns on new models, we ask our dealers the maximum cooperation.

All the activities prepared in these circumstances to guarantee an adequate customers’ management constitute a Best Service.

Below is the procedure that dealers must follow:

• Within 3 days from the publication of the technical bulletins related to the campaigns, call the customer to explain the content of the communication. As support to these technical bulletins, a bulletin will be also released by the Customer Service with dedicated guidelines for above mentioned communication;
• Agree with the customer a date to execute all planned interventions and check that a Maserati Loaner Car is available;
• Ensure the best mobility solution for the customer offering the pick-up and delivery service with a possible Maserati Loaner or through any solution that guarantees the customer satisfaction;
• Arrange for the customer's car to be returned and communicate/deliver the gift that Maserati has arranged for them as sign of gratitude for their trust(Gift strategy);
• Made a follow-up call within 2 days maximum to verify the customer’s satisfaction on the received service experience.

The Customer Service will stay in contact with dealers from scheduling of the pick-up service and entry in the workshop up to redelivery.

Any possible critical customers and/or situations must be reported to the ABM so to evaluate case by case and understand how to take action to give the best support to dealers.

The reimbursement procedure for the mentioned services will be communicated from time to time, for each Best Service.

For the Best Service active on MC20, please refer to the Circular Letter MAS002879, released by the Customer Operations Department.