To nip problems in the bud, Nissan Motor Co. is creating a rapid-reaction task force in the US to deal with any customer complaints that may arise after the launching of the Leaf electric vehicle next month.
Hitoshi Horie, manager of quality and customer satisfaction, told Automotive News that this team of technicians will be headed by about 10 lead engineers who were trained in the Leaf's battery-driven drivetrain.
They will be based in Los Angeles initially. The team was created so that there are technicians who could readily go to customers when there are problems and resolve them as soon as possible.
The Leaf will also go on sale in Japan and Europe, where Nissan will also be forming similar task forces. Nissan’s reputation depends a lot on this electric vehicle.
And to make sure that the launch is smooth, Nissan wants that responses to customer complaints are given right away.
Horie said that as the Leaf is the company’s first electric vehicle, its components (such as electric motors, inverters and lithium ion batteries) are new to its engineers, repair crew, and customers.
Nissan’s task force is comparable to the Smart teams presented by Toyota Motor Corp. this year in the US to address customer complaints related to the massive recalls. However, Horie clarified that Nissan was motivated by due diligence and wasn’t inspired by Toyota. [via AutoWeek]