Mack, Volvo Enhance Uptime Packages

Mack Trucks extended its Mack GuardDog Connect uptime service and support bundle at no cost through the end of the year or a minimum of three months, whichever is longer, for customers with packages expiring May 1, 2020 to Dec. 31, 2020. 

Volvo Trucks North America is also providing a new level of support to its customers during COVID-19 by extending the coverage period for its Volvo Trucks Uptime Services support bundle at no cost through the end of the year, or for a minimum of three months (whichever is longer).

Mack Trucks Update

“Mack Trucks knows how difficult times are during the global coronavirus pandemic, and we wanted to provide our customers additional support,” said David Pardue, Mack Trucks vice president of connected vehicle and uptime services. “We hope that extending our uptime service bundle for no charge to the customer will help them continue to more easily receive access to our best-in-class support.”

Included in the bundle is Mack GuardDog Connect, Mack’s fully integrated telematics solution. Customers also have access to Mack OneCall, Mack’s 24/7 customer support and Mack ASIST, Mack’s web-based service management program. Mack Over The Air remote software updates are included, as well.

Mack OneCall agents at the Mack Uptime Center offer support to customers experiencing planned and unplanned service events, including scheduling service and repairs. Agents also respond to events that are proactively identified through GuardDog Connect, standard on all Mack models equipped with Mack engines.

GuardDog Connect also enables Mack Over The Air, offering remote software updates for powertrain components and vehicle parameters for Mack trucks equipped with 2017 or newer Mack engines. Updates are scheduled for when it works best for the customer. In February, Mack announced driver-activated updates, enabling customers to initiate onboard updates through the vehicle instrument cluster whenever and wherever it’s most convenient for them. This feature will be available in the fourth quarter of 2020.

Volvo Trucks North America Update

The Volvo Trucks Uptime Services extension is part of an ongoing commitment to assist customers who are facing recent challenging operational conditions, and to support them as they continue to do business in the commercial trucking and logistics industry in the U.S. and Canada now that the economy is gradually re-opening.

The free program extension is retroactive and available on all Volvo Trucks North America models with Uptime Services packages expiring between May 1 and Dec. 31, 2020. The coverage on approximately 20,000 VINs will be automatically and seamlessly extended, so that no customer action or in-person contact is required.

“Our customers are providing essential services that are keeping our economy moving under extraordinary conditions,” said Conal Deedy, director of customer productivity solutions, Volvo Trucks North America. “We are dedicated to supporting them with solutions that go beyond saying ‘thank you.’ By extending Volvo Trucks Uptime Services support bundle, we hope to ease some of the financial burden that many are currently experiencing.”

The Volvo Trucks Uptime Services bundle includes:

• Volvo Trucks Remote Diagnostics powertrain package, minimizing unexpected downtime by monitoring Volvo engine performance, Volvo I-Shift transmissions and aftertreatment systems.
• Web-based ASIST service communications platform, providing digital access to dealers for electronic estimates, repair orders and approvals.
• 24/7 roadside support from Volvo Action Service (VAS), providing access to Volvo Trucks’ Uptime Center experts headquartered at the company’s headquarters in Greensboro, N.C., to manage emergency service, schedule repairs and assist with any issues that happen on the road.
• Remote Programming updates, enabling direct connectivity with the Volvo Trucks Uptime Center for remote system upgrades using the Volvo Trucks telematics platform.