By Moses Akaigwe
As the world marks Customer Service Week under the theme The Extra Mile, Carloha, the authorised distributor and representative of Chery vehicles in Nigeria, is highlighting how it is taking customer care beyond the traditional point of vehicle purchase to create a more reassuring and rewarding ownership experience for Chery customers across the country.
For Carloha, going the extra mile is not simply about being available when customers have a complaint. It is about building confidence into the entire ownership journey—from the day a customer takes delivery of a Chery vehicle to the years that follow.
This commitment is reflected in two key customer-care initiatives: CarlohaCare 6-6-7 and CarlohaCare Rescue.
Six Years of Support Through CarlohaCare 6-6-7
At the heart of Carloha’s after-sales proposition is CarlohaCare 6-6-7, designed to give Chery owners greater confidence in their vehicles and access to structured after-sales support.
The programme provides eligible Chery SUV and sedan owners with:
•6-Year Warranty covering core vehicle components, including the engine and transmission, subject to applicable terms and conditions;
•6 Years of Free Service, covering applicable parts and labour under the programme; and
•A 7-Day Repair Promise, with a courtesy vehicle provided where applicable when a qualifying repair cannot be completed within the stipulated period.
The objective is straightforward: customers should not feel that the relationship with Carloha ends once the vehicle leaves the showroom.
According to Felix Mahan, General Manager, Marketing, Carloha, “Customer service should not begin when a customer has a problem. It should begin with the commitment we make to the customer from the moment they choose our brand. Going the extra mile means creating an ownership experience where customers know that there is a system behind them—not just a vehicle in their driveway.”
CarlohaCare Rescue: Extending the Extra Mile to the Road
Carloha’s customer-care commitment also extends to unexpected situations on the road through CarlohaCare Rescue, which provides a 24-hour roadside assistance service on highways and major roads.
Customers can access the service through the 667 Rescue Number: 07000 667 667.
The initiative is designed to provide assistance when customers experience situations such as vehicle breakdowns or other roadside emergencies, helping them get the support they need when they need it most.
Significantly, CarlohaCare Rescue has also been extended temporarily to non-Chery vehicle owners, reflecting Carloha’s broader approach to demonstrating the value of responsive automotive customer care.
Changing the Conversation About Vehicle Ownership
For many Nigerian motorists, the quality of after-sales support is an important part of the vehicle ownership decision. A vehicle may be technologically advanced and competitively priced, but the ownership experience is ultimately shaped by what happens after the purchase.
Carloha’s approach is therefore built around the idea that the real test of customer service begins after the sale.
Through CarlohaCare 6-6-7, the company is seeking to provide long-term assurance around servicing, repairs and warranty support. Through CarlohaCare Rescue, it is extending that support beyond the workshop and into the customer’s everyday journey.
Mahan added: “The Extra Mile is not a campaign line for us. It is a responsibility. We want every Chery customer to feel that the value of choosing Chery continues long after the vehicle handover. Our goal is to make ownership more reassuring, more convenient and more customer-centred.”
Building Confidence in Chery Ownership
As Chery continues to expand its presence in Nigeria, Carloha believes that sustained investment in customer care will be essential to building long-term confidence in the brand.
The company says its customer-care strategy is focused not only on resolving problems but also on creating systems that anticipate customers’ needs and provide practical support throughout the ownership lifecycle.
This includes structured servicing, warranty support, repair commitments, and roadside assistance—all designed to show that customer care is an ongoing relationship, not a one-time transaction.
As Carloha marks Customer Service Week, its message to Chery customers is simple: the journey doesn’t end at the showroom. Carloha is prepared to go the extra mile.
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