Ford Thailand recently recognized the dedication of its service engineers who provide prompt overseas assistance to a customer when they experienced an accident in their Everest during a recent caravan trip to Mongolia.
In August, while traveling through China, Ford Everest owner Kanthacha Thamsathon and her family faced an unexpected challenge when their vehicle encountered an unavoidable accident. Stranded far from home, they reached out to Ford’s social media team, Punnajit Suwanno. Punnajit quickly then passed the details on to the Ford Service Engineering Operations team.
Understanding the urgency, Adul Promwangkwa, service engineering manager in IMG, swiftly mobilized his extensive network in Beijing to provide immediate assistance. It was determined that the intercooler hose needed to be replaced. The team in Thailand, including Nipatchawong Kongmaroeng, the service operations manager, and Nuttapong Na Nan, a skillful engineer, sprang into action.
In collaboration with Chady Consignado from the part supply and logistic team, Nipatchawong took charge of ordering the critical part on the evening of August 20 – the same day of the customer’s enquiry was received. By the next day, the part was secured and ready for shipment.
Due to the unavailability of Ford Everest in China, the part shipment will take several days. To ensure the customer’s trip go on smoothly, Nuttapong, was entrusted with personally delivering the part to China. He departed Thailand on the night of August 21 and arrived in China in early morning on August 22. Before noon, the vehicle was up and running smoothly, allowing the family to continue their journey. In just two days, a potential disruption was resolved, showcasing the exceptional dedication, collaboration, and bias to action of Ford Thailand’s engineering team.
“I would like to express a thank you message to Ford for delivered the excellent service. Everyone in the caravan trip do compliment on this. Ford will potentially gain new customers from this effort,” said the Ford Everest customer.
This reflects our commitment to going above and beyond in support our customers. It’s a great example of the unwavering efforts of our engineers, who work tirelessly to ensure that every Ford owner can rely on their vehicle, no matter where their journey takes them.
