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Most coach operators are familiar with at least one MCI service facility — usually the one their sales representative calls home. But since 2003, MCI has been expanding its service network by certifying select independent service providers as authorized MCI service providers. Currently there are four authorized MCI service centers. The newest is Johnson & Towers, a Detroit Diesel and Allison dealer in Baltimore. Western Bus Parts, Vancouver, has perhaps the longest-standing relationship with MCI, going back to about 1970. The others are Toromont Power Systems in Concord, Ontario, and Foley On-Highway in Piscataway, New Jersey. Most of the facilities are also affiliated with engine manufacturers, giving them the capability to provide a full compliment of repair services. "We try to partner with engine and other OEM distributors so that we can extend our reach and so that our customers can enjoy one-stop service," says Jerry Cignarella, vice president of MCI service center operations. "Customers can generally get their powertrains worked on as well as get other coach services, all in one place." MCI also requires authorized service centers to meet certain criteria including having an inventory of commonly used MCI parts, incorporating proper tools, and ensuring that mechanics receive proper training. Independent service centers are not required to offer proprietary MCI services such as Lube Express or to honor MCI's speed-of-service guarantees or coupons, but all have strong customer-service policies of their own, and all offer MCI warranty work. "We've focused on areas where there's a need" says Cignarella. "The feedback from customers has been very positive." "It's been a wonderful relationship," says Mark Smith, general manager at Western Bus. "MCI has made a significant investment in support of its product. Today, as coaches have increasingly sophisticated systems, it's important for customers to know that they're supported." Smith especially values his company's relationship with MCI's technical support professionals, whether he's seeking their expertise or adding to MCI's own knowledge database. MCI works hard to strengthen those ties as well. MCI has even tapped its affiliates to host MCI Grand Tour events, which offer customers a chance to familiarize themselves with local facilities, learn more about MCI services. If you haven't visited the independent authorized MCI service center nearest you, pick up the phone or get out your map:
The FYI from MCI editorial staff values your feedback. Please e-mail any suggestions, comments, or ideas for future articles to fyi@mcicoach.com. |
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Toromont Power Systems
Foley On-Highway Engine Division
Western Bus Parts& Service, Ltd.