Journalists call for improved after-sales service in Nigeria’s automotive industry

The Chairman of the Nigeria Auto Journalists Association (NAJA), Theodore Opara, and the Editor of Transport Day Media, Frank Kintum, have called on automotive companies operating in Nigeria to strengthen after-sales services, improve customer relations and guarantee dependable support throughout vehicle ownership.

The two automotive media professionals made the call in Lagos while discussing the future of customer care in Nigeria’s automotive industry, arguing that vehicle quality should be assessed beyond design, technology, performance and purchase price.

They maintained that the availability of genuine spare parts, reliable maintenance services, warranty protection, qualified technicians and responsive customer support should become critical considerations for prospective vehicle buyers.

Opara observed that discussions surrounding new vehicle introductions and market competition often concentrate on specifications, technological features and pricing, while the long-term ownership experience receives comparatively little attention.

According to him, vehicle ownership has significant implications for household finances, business operations and everyday mobility, making after-sales support an indispensable part of the automotive value chain.

He advised prospective buyers to investigate the availability of genuine spare parts, qualified service technicians, warranty coverage and dependable maintenance arrangements before purchasing vehicles.

The NAJA chairman also challenged automotive journalists to expand their coverage beyond vehicle launches and product reviews to include investigations into customer experiences and the effectiveness of after-sales commitments.

He said the media could contribute to improved industry standards by examining warranty conditions, engaging service managers, investigating spare-parts distribution challenges and reporting the financial consequences of vehicle breakdowns and prolonged downtime.

On his part, Kintum said automotive distributors and dealers must understand that customer satisfaction does not end when a vehicle is sold.

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He stressed that companies must communicate their after-sales commitments transparently and ensure that the services promised to customers are consistently delivered.

According to him, dependable after-sales support could differentiate automotive brands in a competitive market but should ultimately become a fundamental industry standard rather than an exceptional selling point.

Kintum also advised vehicle buyers to request written warranty terms, understand applicable exclusions and establish the likely maintenance costs of their preferred vehicles before making purchasing decisions.

Highlighting existing industry initiatives, he cited Carloha’s CarlohaCare 6-6-7 and CarlohaCare Rescue programmes as examples of structured after-sales service propositions that could contribute to discussions about customer support and improved ownership experiences.

He, however, emphasised that such initiatives should be evaluated based on their actual implementation and measurable benefits to customers, adding that improvements by other automotive companies deserved similar recognition.

The two media professionals further stressed the importance of maintaining editorial independence in automotive industry education initiatives.

They noted that corporate sponsorship could support public-interest campaigns and consumer awareness programmes, provided sponsors did not dictate editorial conclusions or compromise the independence of participating media organisations.

They argued that transparency, accountability and credible information were essential to equipping Nigerian consumers with the knowledge required to make informed vehicle purchasing and ownership decisions.

Both Opara and Kintum urged automotive manufacturers, distributors and dealers to adopt more customer-centred business models, warning that the industry’s long-term competitiveness would depend not only on the quality of vehicles introduced into the Nigerian market but also on the standard of support provided after sales.