Mack TerraPro LEU 2010, Operator'S Handbook Manual

Page: 32 / 225

INTRODUCTION 21
CUSTOMER SERVICE
Call 1-800-866-1177 for MACK OneCall™
The OneCall customer support system is a toll-free nationwide hotline that
operates 24 hours a day, seven days a week, including holidays. If you break
down on the road, simply call 1-800-866-1177. There is a staff of trained,
experienced technicians ready to help. They can help troubleshoot a problem
to get you back on the road, arrange to send roadside assistance or arrange
for towing to the nearest MACK dealership.
OneCall provides personalized service. The person who initially takes your
call will be the same person who sees that your situation is resolved quickly
and to your satisfaction. If a follow-up call is necessary, the same familiar
voice will be on the other end of the line.
OneCall technicians can also help you plan ahead to keep your operation
running efficiently by scheduling routine maintenance and lubrication service,
or by locating the nearest MACK dealership.
Questions and Complaints
Your satisfaction is our most important concern.
If questions or complaints arise, first discuss the matter with the service
manager at the MACK facility involved. If you are not satisfied with the
service manager’s response, contact the branch manager, principal or general
manager of the distributorship. If assistance is required at a service dealer,
contact the owner of the establishment.
If, for any reason, you need further assistance after dealing with the personnel
at a MACK subsidiary or distributor, contact the regional service manager at
the nearest MACK regional service office. The regional service manager has
the responsibility and the authority to recommend action in most cases and
(with the aid of relevant district service personnel) will make every effort to
conduct a fair review of the situation.