Acura's Total Luxury Care Program Puts Unwavering Focus on Customer Satisfaction
One of the driving forces behind Acura is a comprehensive owner program called Acura Total Luxury Care. The program, also known as Acura TLC, includes complimentary roadside assistance, service loaner cars, a special new-car delivery package, special release offers, and many other value-added services for Acura owners.
Designed to reach beyond expected levels of customer service, TLC sets a new standard in value-added benefits for Acura owners to help increase customer satisfaction, enhance customer/dealer relations, and heighten the image of Acura in the luxury automobile marketplace.
"Total Luxury Care is the embodiment of Acura's commitment to superior levels of customer satisfaction by offering the amenities, services and manner of a true luxury marque," said Rich Thomas, Acura's executive vice president and general manager. "The TLC program is all about our many valuable customer programs, plus the unwavering focus on the customer by our personnel throughout the entire Acura organization."
Every purchaser of a new Acura automobile - from the Integra Sports Coupe to the NSX exotic sportscar - is automatically enrolled in TLC.
The major components of the Acura Total Luxury Care program include:
Acura Roadside Assistance - Provided as a complimentary service to Acura owners, Acura's comprehensive Roadside Assistance Program includes:
- 24-hour emergency towing;
- A 24-hour toll-free number for locating the nearest Acura dealer;
- Travel-interruption benefits;
- Vacation trip routing and travel discounts;
- Acura Concierge Services
- Membership identification cards and other valuable features;
Service Loan Car Program - A loaner car program featuring Acura automobiles for both warranty and retail service customers, is available at participating dealers. With an advance reservation, Acura will provide a free loaner car for customers while their Acura is being serviced.
Acura Total Luxury Care Delivery Package - A special complimentary owner's package is presented to new owners at time of delivery. In addition to their Owner's Manual and Warranty Book, the package features a Quick Reference Guide, and TLC program information. The package also includes a brochure introducing TLC and Acura Rotdside Assistance, the Roadside Assistance Card, Acura key chain and a tire gauge.
Owner Communication and Loyalty Program - Designed to enhance the Acura ownership experience, this program provides Acura owners with special offers, an owner magazine, and unique owner activities.
Acura Preferred Luxury Re-Lease- This joint marketing program from American Honda Finance Corporation and the Acura Division designed to retain customers who are approaching the end of their existing leases. This plan includes special offers to make it extremely easy and attractive for current customers to release a new Acura.
In addition to the TLC program, Acura is enhancing the ownership expenence with the following additional programs:
Acura Preferred Pre-Owned Program - This program offers Acura pre-owned vehicles of unparalleled quality, and accompanying benefits such as Acura's TLC program, an Acura-backed limited warranty, and special new-car financing and lease rates.
Acura Care - Acura Care is a new-vehicle extended service contract available from American Honda Finance Corporation which covers the repair or replacement of virtually all mechanical and electrical components for up to seven years or 100,000 miles. Ther program also includes extended towing, roadside assistance and rental car coverage.
The full line of Acura luxury performance automobiles is available at approximately 270 Acura dealerships nationwide.