CUSTOMER SERVICE - iveco.com

1 CUSTOMER SERVICEYOUR VEHICLE IN GOOD HANDSA nyone whose job involves travelling on the road knows how vital it is to be able to count on someone who will take care of their vehicle, with dedication, speed and absolute Iveco, these qualities are always present and are aligned to dedicated sys-tems capable of guaranteeing first class assistance for your vehicle at all offers a comprehensive SERVICE package underpinned by a dedicated support network comprising more than 2,000 Dealers and SERVICE workshops throughout Europe, each with highly trained and skilled technicians providing total support and assistance for you in every placing your trust in Iveco, you have the guarantee of Origin 100% Iveco parts, ensuring the performance of your vehicle is optimised at all times.

2 Iveco provides everything that s needed to maximise vehicle uptime, safely and CUSTOMER SERVICE your vehicle in good handsA WORLD OF CUSTOMER SERVICE TO OUR CUSTOMERSS pecialist CUSTOMER SERVICE support for Iveco operators is readily available at strategic locations throughout the UK. Every Iveco Dealer is dedicated to supporting your Iveco vehicle throughout its life with the professionalism of expert technicians and a class-leading culture of CUSTOMER European networkIveco is first and foremost a full range truck manufacturer, a position that requires the provision of consistently high levels of SERVICE from Daily to Stralis for all customers. Within CUSTOMER SERVICE , Iveco recognises and reacts to the ever-changing requirements of customers to ensure that they are not only met, but maintain this level of commitment, the Iveco Dealer network fully endorses and subscribes to the APLUS initiative, a bespoke set of SERVICE level standards which focus on the key areas of: Response and reaction times SERVICE quality levels Qualitative standards and compliance measurementThese SERVICE standards are applied and monitored by Iveco on a regular basis and cover the key performance areas of.

3 Assistance Non-Stop VOR (Vehicle Off Road) monitoring MOT pass rate Dealer training Parts supportThis ongoing and detailed monitoring of performance is designed to further improve the level of SERVICE offered collectively by the Iveco Dealer core principles of adding value and viewing everything we do through the eyes of our customers are central to Iveco being perceived as the best truck support network in the UK 100% IVECOOnly the Iveco Dealer network is able to maintain your vehicle for optimum performance at all times. For this reason, Origin 100% Iveco has been marketed to reinforce our commitment to you, our 100% Iveco has been designed specifically to: Guarantee a first class level of CUSTOMER SERVICE that always meets the needs of our customers Manufacture Iveco original parts through a continual programme of research and development, selecting only the best products from leading suppliersThe results are products and services of outstanding quality, with CUSTOMER care support packages to match.

4 Iveco CUSTOMER SERVICE caters for your needs with skill and dedication, to help maintain your investment in perfect condition over time something that only the original manufacturer can - we work only with suppliers that conform to the highest quality Checks - we carry our regular and stringent quality checks on all our - we select only those materials that meet strict quality standards and provide the best Parts - your assurance of product quality, safety, reliability and Network - Strategic coverage ensuring your needs and expectations are met first time, every 100% Iveco the instinct of PARTSP arts availability is not only an Iveco logistics function and key performance indicator measurement. Real parts availability is measured by our customers as availability of the part at Dealer original Iveco parts means putting your trust in the quality of the manufacturer and the professionalism of the Iveco Dealer network, ensuring your vehicle is always working to its optimum 100% Iveco partsOnly your Iveco Dealer carries an extensive range of Origin 100% Iveco parts at competitive prices, allowing you to buy with confidence and peace of selection - the excellence of the parts supply process begins with the raw materials used to assemble every Iveco product.

5 Selected in accordance with the highest quality reliability - we only select parts suppliers who ensure the highest quality levels and certified production quality - the progressive introduction of radio frequency identification tags to Origin 100% Iveco parts is our guarantee that the part is original. 100% safety - certified and guaranteed, Origin 100% Iveco parts ensure long term performance and help preserve the value of your control - all Iveco products and services pass strict quality control testing at each stage of the manufacturing CUSTOMER satisfaction - a quality process that targets a single goal: satisfying Iveco customers 100%.Origin 100% Iveco parts - your assurance of quality. Visit us at Price ChallengeIf you take up the Iveco Parts Price Challenge, we will match the price of any genuine like-for-like parts (subject to terms and conditions) not only today but tomorrow, next week and next month guaranteed!

6 Contact your local Iveco Dealer and take the Iveco Parts Price Challenge All Makes PartsFleetrite is the Iveco brand covering parts for all makes of trucks, trailers and vans. It offers a comprehensive range of products from Europe s leading manufacturers, available at highly competitive prices from your Iveco Dealer the one stop shop for your parts Iveco Dealers have access to the latest technology in parts ordering systems and procedures. There will be occasions when a part is not available at either the Dealership and/or the Iveco UK Parts Distribution Centre in Winsford, Cheshire and Iveco has developed CUSTOMER -focused systems and procedures to cover such UK Parts Distribution Centre - normal Dealer ordering times Monday to Friday: hrsSaturday: hrsThere are three standard parts order types a Dealer can place with Winsford: Stock (weekly delivery) Express (for 48 hour delivery) VOR (overnight delivery)Ordering parts for a genuine VOR to hrsMain Dealers can place VOR orders using the online Iveco parts order system with Winsford from to hrs Monday to Friday and to hrs Saturday.

7 Parts available from Winsford will be despatched the same evening for delivery with the Dealer by hrs the following day. Orders placed on a Saturday will be delivered by hrs the following Monday. Latecall for late emergency VOR orders to hrsThe Latecall SERVICE is available Monday to Friday from to hrs for emergency VOR orders. Orders are placed by telephone to the Winsford warehouse and all available parts are delivered by hrs the next working day. As these orders are for emergency items, the amount of lines that can be ordered via Latecall has to be available from to hrsDealers can use the Niteline SERVICE for parts technical information or to place genuine VOR parts orders for immobilised vehicles. Parts can be despatched by courier on a chargeable basis at any time and Niteline also extends to Bank Holidays and weekends on a 24 hour basis.

8 OneCallThe OneCall support SERVICE is for genuinely immobilised vehicles where the parts required are not immediately available at either the Dealer or the Iveco Parts Distribution Centre in Winsford. Dealers must raise a OneCall reference in order to raise the priority of the part(s) required. The Iveco Order Management team constantly monitor every OneCall reference with the aim of obtaining parts from alternative sources of supply as quickly as possible, such as other Dealers stock or from other Iveco parts warehouses throughout the rare occasions where OneCall cannot locate a part within the European network, Windelivery is the next course of action. This SERVICE allows Iveco Order Management to search for the non-available part(s) in all Iveco production plants and with our suppliers.

9 When available, the part(s) will be transported by air directly to the SUPPORT Order Management - summary to hrs Iveco Parts online to hrs Latecall to hrs NitelineParts deliveries summary For parts ordered before hrs, overnight delivery by hrs the following day Couriers on a chargeable basis are available on a 24/7 basis Assistance Non-Stop couriers to roadside are available FREE on a 24/7 basis Couriers to all authorised Iveco locations for immobilised Stralis vehicles are available FREE on a 24/7 basisELEMENTSIn a continual effort to offer our customers the best possible SERVICE , Iveco has created Elements, an extensive range of tailored planned maintenance contracts designed to maximise vehicle uptime. How? By providing customers with total flexibility in tailoring a contract to suit their particular flexibility from additional coverageYou can choose one element only, or build a combination of elements and options to provide a tailor made solution to suit your individual needs.

10 All packages are provided by Iveco through its Dealer network with the use of Origin 100% Iveco parts at all . LegalIncludes: Regular safety inspections in line with O licence requirements Tachograph re-calibrations required by law Speed limiter checks Electronic document filing Defect reporting MOT including preparation of vehicle prior to submission for test. Payment of the test fee for the vehicle only, collection and delivery to and from the test station Advisor subscription ( online vehicle records)2 . ServiceIncludes: Routine servicing of the vehicle in accordance with the SERVICE schedules issued by Iveco. These include greasing, changing oils and fluids as well as the supply of recommended materials and use of Origin 100% Iveco parts (eg.)