Ford announces free satnav map upgrades

Ford Australia has launched a free satnav update program as part of a nation-wide effort to win back customers.

Speaking at a press conference in Melbourne today, Ford Australia boss Graeme Whickman said the free yearly map upgrade was a “global first” for the company and the latest addition to the carmaker’s new approach to improving customer service.

“This is an exciting time at Ford as we transform our dealerships while launching a record number of new vehicles – all to make our customers’ lives better and easier throughout their sales and ownership experience,” Whickman said.

“The free map updates make it easier for our customers to get around, and adds to other unique conveniences such as our free loan car program and the value of our unique Auto Club program.”

The upgrade which normally costs $79 will be available for those cars using Ford’s SYNC 2 media system and the upcoming SYNC 3 during a scheduled service.

A recent report shows that during the course of a year in Australia there are 23,000 street name changes, 120,000km new roads and 9000 new turn restrictions.

The new map upgrade program comes into effect on July1, 2016 and will last seven years after the date of purchase and is transferable to second-hand owners. The program will also cover those cars already sold that have the SYNC2 system prior to July 1.

A recent report shows that during the course of a year in Australia there are 23,000 street name changes, 120,000km new roads and 9000 new turn restrictions.

Ford Australia Vice President Customer Service Stephen Kruk said the addition of a free satnav upgrade came in response to customers’ disappointment with maps which become out of date quickly.

“It certainly addresses one of the key issues that we have seen from our customers and demonstrates that we’re listening to our customers,”

“As more and more of our cars come with satnav we continue to make this a really positive experience rather than what customers have said can be a negative,” Kruk said.

“It is a pain point but like anything else the roads change so much – 120,000km of roads change every year – that impacts customers all over Australia and this allows us to address everybody in their local community and offer something adds real value to ford service.”

This free map upgrade plan follows Ford Australia’s revisions to dealership customer service that took affect early last year. This revision saw the introduction of Ford’s lifetime capped price servicing plan, a dealer concierge similar to a luxury hotel, test drives delivered through the SYNC media interface, and 24 hour ‘relationship centre’, vehicle report card and free auto club membership.

Whitaker said Ford was starting seeing encouraging results.

“We have grown service retention by 37 per cent since 2012,” he said.

“We have been trying to improve our service promise to customers week after week and month after month.”

Did your car come with satnav? What have your experiences with it been like? Let us know in the comments below.