FYI from MCI™

Repairs done right!

MCI Fleet Support is at your service with same-day diagnosis and a new, 90-day limited warranty on parts and labor. "We realize customers have many places to take their coaches for service, and we're out to prove why an MCI Fleet Support service center is the best choice," said Jerry Cignarella, MCI's vice president of service center operations.

Already, MCI has done extensive renovations on its service centers. And as coaches are growing more sophisticated, MCI is making sure its technicians stay ahead of the learning curve with extensive training and the latest equipment for fast, accurate diagnosis.

"As in any service shop, daily volume is unpredictable. That's why scheduled appointments are encouraged," said Cignarella. "Yet, we do promise that any coach pulling in will be looked at the same day and within an hour when possible."

Keeping score

Since April, MCI Fleet Support has followed up on all warranty and repair services by asking customers three questions:

1. Were repairs accurately estimated and communicated?
2. Was the coach problem accurately diagnosed and repaired?
3. On a scale of 1 to 10, how satisfied were you with your service experience?

MCI is using the scores to reward its service staff, offering quarterly recognition to the service centers that score the highest and improve the most.

Customers are noticing the renewed commitment. MCI Fleet Support Manager William "Gator" Pryne relayed compliments to MCI's Orlando service staff and technicians. Cline Tours general manager said that his drivers were so impressed with the way they were treated that they called the home office to report the experience.

In addition to Orlando, MCI service centers are located in Blackwood, New Jersey; Des Plaines, Illinois; Dallas, Texas; Los Alamitos, California; Loudonville, Ohio; and Montreal, Quebec. Both the California and Ohio locations offer wheelchair lift retrofit installations to meet DOT ADA requirements.

MCI was recently awarded a contract from Greyhound to update four hundred 102DL3 and D4500 coaches at the Ohio facility. The refurbishing will include installing new seats, bodywork and paint.

"MCI is very pleased to have won the contract," said Cignarella. "It's a testament to the confidence Greyhound has in our capabilities."

As an FYI subscriber, your input is important to us. Please e-mail us at fyi@mcicoach.com if you would like to comment on the article or express an issue or concern.

Back to top of page