Local gasoline quality fuels problems and poses challenges<\/p>\n
Wenda Wonoseputra<\/p>\n
and<\/p>\n
Eko Yulianto<\/p>\n
Contributors
\nJakarta<\/p>\n
The writers are respectively president director and head of
\nafter-sales service at PT Car and Cars Indonesia, the authorized
\nsole agent for Volkswagen cars in Indonesia<\/p>\n
In contrast to the huge automotive market here, along with its
\nyearly growth in sales, local fuel quality is lower than that in
\ndeveloped countries. This affects the performance of car engines,
\nhowever robust they may be, and their lifespan is reduced. By
\nnow, due to this factor, Indonesian customers know better than to
\nput the blame on car brands or manufacturers.<\/p>\n
A number of car manufacturers regularly send samples of local
\nfuel to be checked accurately. The results have always been
\ndisheartening. Among the various unwanted components, gum, for
\nexample, exceeds what is allowed -- index 4 -- as local fuel
\ncontains gum with an index of 19.4.<\/p>\n
The existence of gum in such large quantities causes bonding
\nwith certain other elements that eventually results in excessive
\ncarbon deposits in the combustion chamber of a car's engine. It
\nalso degrades the quality of oil in the engine as the oil turns
\nto a sticky, muddy gel.<\/p>\n
For most European cars that are manufactured to use fuel of
\nEuro 4 emission standard, local fuel quality is really
\nproblematic. In fact, a "death sentence" for the engine lurks at
\nhand. The plan to implement a higher emission standard, only Euro
\n2 -- still lower than Euro 4 -- is still a few years away, in
\n2006. Until then, automotive manufacturers here have to deal with
\nexisting problems in relation to local fuel quality and all its
\nimplications.<\/p>\n
Communications is probably one effective tool to help
\ncustomers get the best performance from their cars in a given
\nsituation. Some companies suggest certain additives when filling
\nup with gas. However, not every car owner does this regularly.<\/p>\n
Most manufacturers and authorized sole agents or importers
\nhave taken a precautionary step. The regular service is now more
\nfrequent; from the standard interval of every 15,000 kilometers
\n(km) applied in country of origin, the authorized sole agent of
\nVolkswagen cars in Indonesia recommends servicing every 10,000
\nkm.<\/p>\n
Volkswagen workshops in the country categorize the damage to
\nengines caused by low fuel quality as critical and less serious.
\nFor less serious cases, the engine is flushed. Instead of filling
\nit with four liters of oil, the mechanic uses three liters of oil
\nand one liter of diesel fuel. After revving up the engine for
\nabout 30 minutes to reach a high temperature, the oil and diesel
\nfuel are discharged. This process is repeated three times to
\nensure that the engine is perfectly clean. For engines in
\ncritical condition, in the worst cases they must be replaced.<\/p>\n
With customer satisfaction uppermost in mind, the parent
\ncompany of Volkswagen in Germany has decided that the entire
\nnetwork of workshops plus relevant paraphernalia have to be ready
\nbefore any variant or model is launched. Again, this is to ensure
\nthat from day one a customer has no worries over any problems
\naffecting the latest model he may purchase.<\/p>\n
Major car makers have incorporated excellent after-sales
\nservice into their corporate business and global marketing
\nstrategy, as after-sales service to the highest international
\nstandards set by the parent company is the order of the day.
\nHence, training, again of international standard, is given to
\nevery tier of engineers and mechanics, who are then referred to
\nas service specialists in certain aspect of engine maintenance.
\nNot only technical expertise, these specialists are provided with
\nthe necessary intangible skills, like communications and customer
\ncare, to ensure customer satisfaction.<\/p>\n
Most leading players in the automotive industry, like
\nMercedes-Benz, Volvo and Volkswagen and several others, have
\nequipped their workshop network with sophisticated gadgets that
\nare connected online even with the parent company in its country
\nof origin. Next to professional specialists who are also
\ncomputer-savvy, diagnosis and trouble shooting are much helped by
\ncomputers.<\/p>\n
Apart from the preparedness of workshops-cum-sales centers to
\nprovide the best "3S" (sales, service and spare parts), which is
\na basic requirement, today they are also required to have ready
\nthe latest intranet system. This means huge investment for them
\ncompared with years back when almost anyone could type up a
\nproposal and submit an application to be appointed as an
\nauthorized workshop costing comparatively less.<\/p>\n
In the case of the creme de la creme with a prestigious
\nvehicle, taking the car to the workshop is the least of their
\nworries. Their drivers do it. From the moment they have purchased
\ntheir expensive vehicle, they have already assumed that
\nworkshops, with an entire regimen of specialists and
\nstate-of-the-art equipment, will solve each and every problem.
\nHere lies the challenge for each car maker, along with the
\nworkshop: To prove to the customer that whatever the problem,
\nincluding the existing low quality of local fuel, they can meet
\nany challenge and that their car is up to the job.<\/p>",
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