Mercedes: After-sale services amount to selling a second ca

The head of the after-sales division within Mercedes-Benz
Romania expects a revenue decline on servicing and on accessory
sales (after-sales services) in 2010 and 2011, due to the decline
in new car sales in 2009. For vehicle dealers in Germany, servicing
and after-sales services amount to “selling a second car”,
according to Philipp Hagenburger, head of the after-sales division
of Mercedes-Benz Romania. The same “idea” appears to be gaining
ground on the Romanian market. “When you buy a car, it’s a pleasant
time for everyone. Taking a car to the servicing centre is no
longer a pleasant time, which is why it is very important to boost
the client’s confidence,” says Hagenburger. Mercedes-Benz Romania
is currently 100% held by Daimler Chrysler AG after Ion Tiriac sold
his 49% stake to the German group. On the Romanian market the share
of servicing and of after-sales services ranges from 5% in the case
of AutoItalia centres, according to previous statements from
Herbert Stein, president of the company, to over 50% for the Audi
brand centres, according to statements made by Mihai Halmagianu,
Audi brand manager of Porsche Romania.