Redisa responds to industry claims General tyre brand is relaunched Conti 360º Fleet Services now available in SA
Focus
on
Reifen 2014
New face of Leader Tread is unveiled
Vol 20 • September 2014
Reifen 2014 breaks all records
a R5 000.00 shopping voucher courtesy of the TiAuto Group
Sync - 10715 - Tread S.A
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Introduction • 1
Contents
A
the
One-on-One Welcome to the new face of Leader Tread...........................................2
Focus on Reifen 2014 breaks all records.......................................................... 10 Point S stand buzzes at Reifen 2014................................................. 15
Distribution TiAuto Celebrates Milestone Opening of 100th Retail Store............. 19
Industry News Redisa responds to industry issues................................................... 23 It’s a hat-trick for Dunlop in the tgi Icon brands survey................... 25
Manufacturing General Tyre relaunches range and brand profile in SA.................... 27 Conti 360° Fleet Services now available in SA.................................. 27 It’s different… it’s Cooper................................................................. 28
New Product Trestlejacks 30-Ton R22.5 from Patch Tech....................................... 30
Talking Tyres Tyre Forum – Firing up a forum......................................................... 25
Goodyear News Hi-5 to Hi-Q! – South Africa has spoken, and once again Hi-Q came out on top........................................................................ 36
World News CITExpo expects packed house......................................................... 38 China expresses strong opposition to US tire trade case.................. 38 US commerce department proceeds with trade case against Chinese import tires............................................. 38 New truck range from Pirelli.............................................................. 38
Competition, Subscription, Website .................................... 40
Editor
Liana Shaw
Technical Consultant
Wray Shaw
Reproduction
Diane van Noort
note from
Publishers
Tel: Printing TYPO – Colour Printing Specialists Fax: Cell: Distribution Prestige Bulk Mailers E-mail: Advertising Liana Shaw Website:
Sky Publications cc PO Box 702 Douglasdale, 2165 (011) 658 0011 (011) 658 0010 082 851 6777 satreads@mweb.co.za www.satreads.co.za
editor
With spring in the air, in this, our September edition, we bring you a ‘mixed bag’ of stories derived from multiple industry sectors. We also revisit the highly contentious topic of waste tyre collection and disposal following our feature story on waste tyres in June which outlined some of the service-related problems being experienced in the marketplace. Predictably, the story evoked a mixed response from both industry and Redisa management so in this issue, on page 23, we bring you a follow-up story in which Redisa addresses some of the claims that have surfaced, whilst also seizing on the opportunity to detail its Internal Complaints Handling Process for the benefit of its members. And the world’s most prestigious tyre show – Reifen 2014 – which took place in May in Germany, has broken all records with respect to exhibitor numbers and visitor presence from a growing list of countries. SA TREADS’ foreign correspondent attended the show to report on new products and innovations, some of which are covered in our feature story. Read about some of the show’s most memorable highlights on page 10 alongside images of some of the stands on display, which this year, pushed the boat out even further. Our One-on-One spot features an exclusive interview with Brett Sproson, MD of independent retread supplier, Leader Tread, who divulges a new direction for this well-known family business that is expanding its presence and range in the market in its quest to provide a one-stop service to its customer base. And we bring you details of the exciting new path Continental Tyre SA is taking with the relaunch of the General brand coupled with the company’s exciting 360 Reach initiative which will soon be making the rounds across the country. And last but by no means least, the TiA Group of companies (incorporating Tiger Wheel and Tyre and Tyres & More) has just celebrated the opening of their 100th retail store in South Africa! A noteworthy milestone indeed and one which they have chosen to further celebrate by offering our readers a R5 000.00 shopping voucher to be spent at any one of their stores in the country! To stand a chance a win, enter our competition prize on page 40 either via www.satreads.co.za or on fax no 011 658-0010…Good Luck!
2
•
One-on-One
Welcome to the new face of Leader Tread
NEW ERA FOR WELL-KNOWN FAMILY CONCERN
Precure tread supplier, Leader Tread, is heralding in a new era by way of a re-invention process aimed at positioning the company in a much stronger light via its ability to provide a complete service to its customer base. Founded by John Sproson in 1964 the company, now run by son Brett Sproson, remains in the family and will now also expand its product offering to encompass new truck tyres, backed by an innovative tyre management system. We caught up with Brett Sproson at their offices in Industria.
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4
•
One-on-One
Tell us about these new developments within the company Brett. Our core business remains the supply of precure tread , consumables and equipment with a range of products that encompasses the diverse needs of our customers, from a budget brand to our premium Milemaster and the Marangoni Ringtread which is aimed at the top end of the market. Leader Tread is further known for its ability to offer an end-to-end service by way of retread plant refurbishment, equipment, training and technical support to factory as well as on the field. With the tyre industry constantly evolving, we took the decision to expand our product one step further and are now exclusive distributors for Pirelli truck tyres in southern Africa, having begun with tyre testing in January, and are proud to be associated with this premium new tyre brand that will complement our retread products.
Dual cold feed extruder.
What is the feedback from end users thus far on the Pirelli brand?
To the best of my knowledge, ‘Navigator’ is the only locally developed
The tyres are performing extremely well, we are waiting for the second
product of its kind at this time.
stage of testing and that is the retreadability of the casing.
What are some of the features of the system? Navigator furnishes each tyre technician and operator a unique user
And then there is your tyre management system which we hear so much
name and password, a feature that enforces accountability for all
about. How does it differ from its counterparts in the market?
functions such as tyre changes, surveys, tyre inflation as these and all similar actions are date stamped to each individual user. This allows
‘Navigator’ was developed in-house some 10 years ago as a loyalty
for an individual’s job performance to be accurately measured and
offering to our customers and it is being used successfully by LT dealers
managed for any specified period.
and end users alike. The primary difference between our system and others is that it can be accessed from any point, i.e. mobile phone,
Any faults identified by the technician during routine tasks are sent to
tablet, ipad. Unlike other stand-alone products, the tyre technician can
any pre-set contacts via automated email on the task’s completion for
capture and update data from any given point.
auctioning. Plus technicians can verify live tyre information on changes and vehicle surveys as opposed to the unreliable practice of filling in forms and tyre documents. Moreover, our gate pass function optimises surveys and pressure corrections by allocating the next vehicle to be surveyed based on survey history and vehicle availability instead of relying on random inspections. Plus stock movement and valuation is now live while ‘Navigator also manages the verification of any roadside tyre changes. In short, by utilising tablet technology and web based design ‘Navigator has addressed the shortfalls of current tyre management by replacing data capture by the technician with auditable data confirmation. You referred to the system as a loyalty offering. I take it is available free
Leader staff supporting local talent Dwayne Kleinhans from left, Ronnie Pillay, Andrew Summers, John ONeil, Brett Sproson and Dwayne Kleinhans.
of charge to your customers? Yes, Navigator is one of the’ value-adds’ we offer.
One-on-One
•
5
6
•
One-on-One
One of 7 precure presses recently installed at Leader.
I must also stress that it is entirely outsourced to our IT developer which
also be argued that at least the imports provide an alternative source of
means that all client information is kept strictly confidential ,off site on the
casings, some being retreadable others not.
customers server so to say. Sourcing local retreadable casings remains our biggest challenge. ‘Navigator is the product of a long development process. Now available on touch screen, the system is user-friendly and will continue to evolve to
Then there is a new trend emerging that sees smaller players in the market
meet the dynamic needs of the industry.
bringing in their own retreading equipment from China in an attempt to lessen their dependence on local suppliers and that is not necessarily a positive
What else differentiates you from your competitors?
development, based on the number of failures we are seeing in the marketplace.
Our factory is ISO certified,100% local and does not own any iterest in retreading plants. We disinvested in our retreading facility’s as this we saw
So what’s next in store for Leader Tread?
as “competing with our customer”. To gain the full suport of our customers
The next and most obvious progression is our expansion in Africa. The South
we could not compete against them in the field and expect them to
African market is saturated and extremly price driven, but thankfully, the African
purchase from us and we stick by our principles on this.
continent presents a multitude of opportunities.
We also continue to invest by way of capex in the form of new presses, mixers, extrusion machines,tooling and the like, in the interests of making
Currently, we are represented
us more efficient, one example being our new cold feed extruders which
in Kenya, Malawi, Zimbabwe
boast superior technology.
and Mozambique by way of exclusive dealer agreements
We are extremely proud of bonding materials which have been upgraded
that have been in place for
and are exceeding SABS requirements.
more than 20 years. We wish to broaden our footprint by
How many dealers do you have currently?
aligning ourselves with similar
The number of dealers has reduced to 34 in recent years but they are
trustworthy
quality players in the market.
companies in other African
locally-operated
countries. I must add that we took an important decision to withdraw any and all shares in our dealers and now are a ‘true independent retread material supplier’.
Discussions with prospective partners are under way and
What are the potential threats to your business?
we hope to expand our African
I would have to say the growing number of cheap imports, although it can
presence in the near future.
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Competition • 7
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network in the country. Our outlets stand ready and waiting to help. So you can take confidence in the fact that whenever you need us, wherever you are, we’re right behind you.
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8
•
One-on-One
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One-on-One
•
9
10
•
Focus on Reifen 2014
REIFEN 2014
BREAKS ALL
RECORDS
With more than 670 exhibitors from 44 countries, (with nonEuropean companies accounting for around 70 percent of exhibitors), this year’s Reifen Show is being described as ‘bigger and better’ than ever before.
Dubbed the most prestigious trade show in the world, it has also become known as the launching pad for the industry’s new developments and innovations, with Reifen 2014 proving no exception. Over on the Bridgestone stand, a series of new truck and bus patterns attracted a lot of interest including the U-AP 001 All Position Urban tyre and new Generation Firestone FS422 Steer, FD622 Drive and FT522 Trailer tyres, whilst Pirelli launched its new 01 II truck tyre range. The new range consists of two pattern options – the FR:01 II steer axle fitment and the TR: 01 II drive axle fitment with both tyres featuring a reinforced bead for improved retreadability along with a new compound formula that is said to ensure impressive road holding performance in a range of road and weather conditions. Plus Pirelli alleges the new range
(also Taiwan-based), introduced three new tyres specifically designed
boasts extended tyre life, as well as a wider tread area with grooves
for European market conditions. The Nankang AS-2 UHP pattern,
that have been specifically modified to allow for a more effective
NA-1 Eco pattern and N-607+ all season pattern are said to provide
dispersement of stones.
comprehensive functions and applications without any compromise in ride comfort. In addition, Nankang showcased its ECO-2+ pattern as the
Taiwan had a strong presence at the show with three tyre makers unveiling
first tyre from Taiwan to be awarded a TUV Performance mark.
new products. Taiwanese manufacturer, Maxxis, launched its Energtra Meco3 new passenger tyre which incorporates an enhanced contact
And Federal Tyres (another Taiwanese producer), celebrated its 60th
patch for improved handling and wet performance, while Nankang
Anniversary of trading at the Show, displaying a full range of the
12 • Focus on Reifen 2014
company’s products including UHP and SUV tyre patterns alongside an extensive motorsport selection. Yokohama also featured strongly, grabbing Top Innovation Award in the Technology and Products Category for perfecting a process ensuring the visual representation of the aerodynamic and acoustic rolling behaviour of tyres. Singapore based Stamford Tyres also made its mark, introducing a full selection of the company’s new 4x4/SUV range, whilst Stamford Sport Wheels (SSW) displayed a number of exciting new colours into their wheel portfolio, simultaneously announcing their intention to introduce an innovative new collection of two-tone colour options in the near future. The Chinese based Triangle Tire Group, utilised the Show to stage a press conference which took the theme of ‘Shaping the Foundation for
And the innovations keep coming
Growth’, and explained that during the past few months the company
Netherlands based tyre building machinery and solutions specialist
has been redefining how to drive its business forward in the future.
VMI Group historically use Reifen to showcase their latest product
Having opened its Global Business Centre in Shanghai almost a year
innovations and this year was no exception.
ago to focus on international market developments in Europe, Triangle intends to establish a new strategy for both PCR and TBR products
According to Mr Adwin de Vocht, VMI Global Accounts Manager, their
based on market situation and competitors’ movements.
all-new MAXX ActiZones equipment has recently been launched as the ‘next generation’ of its MAXX Tire building philosophy.
Europe will also see the launch of new products within the next few years which will eventually replace its complete current PCR product
The MAXX ActiZones are based on and upgraded from VMI’s current
portfolio. This strategy will be based around filling gaps in key sizes
machinery which operates robotically. However, Adwin pointed out
in Europe. The company also intends to introduce a new SUV range in
that in addition, the MAXX ActiZones operates as ‘eyes off, hands
Europe in due course.
off’ machine which only requires a process
❝
operator as opposed to traditional tyre
Triangle Tire Group utilised
builders.
locations, markets and segments where
the Show to stage a press
He added: “This latest tyre building machine
there is an opportunity for strong growth. Of
conference which took
is unique insofar as it provides a number of
the theme of ‘Shaping the
including indicating to the operator when
Triangle further revealed plans to develop its distributor network particularly in regional
particular interest will be Germany, France and a number of emerging nations such as Romania.
extremely valuable facilities and benefits
Foundation for Growth
reels are almost empty so they can be
❞
Focus on Reifen 2014 • 15
replaced. At the same time, in response to customer requests, VMI has enabled operators to more easily enter the machinery during the tyre building process in order to adjust or make corrections through its revolutionary MAXX ActiZones feature. “Through the use of the latest available technology a customer can enter any section of the equipment which automatically suspends or slows down the operation in a particular area to avoid any accidents. Then when the operator exits the machine, it commences once again where it left off, thereby minimising downtime. Scrap and loss of output are therefore avoided,” he said. In 2013 at the Show, VMI launched its FLEXX Belt Maker equipment which efficiently and swiftly handles both small and large batches as part of the modern production of tyres and using the latest technologies for excellent quality belt making without traditional calendaring and cutting. As an impressive testament to VMI’s position as ‘the market leader’ in tyre production technology, the company was named as the Tire Industry Supplier of the Year in 2014 following on from receiving two awards in Manufacturing Innovation in recent years.
Point S stand buzzes at Reifen 2014 Yet another ever present exhibitor over the years, French based Point S a leading European supplier of tyres, wheels and car servicing once again had an extremely busy show where the company’s primary objective was to meet as many of their European and global members as possible. MTD spoke with Mr Fabien Bouquet, Deputy Managing Director of Point S who initially pointed out that it is not only extremely important for the company to be part of the Reifen show but also a ‘tradition’. Fabien says, “With Point S offering a unique service to the tyre industry we have around 600 members in Germany alone which is Europe’s largest market. So
The Point S booth attracted a lot of attention
having a strong marketing presence is absolutely vital.”
where they currently have 32 locations having launched the service just two years ago. Fabien says, “Mainly centred so far around Johannesburg
Point S were also introducing and displaying a concept version of their
and Mpumalanga in the North East Provinces our plan is to develop our
latest passenger car tyre pattern which has already been fully tested and
products and services in the main economic regions of the country and
reviewed throughout Europe. The tire will become the third generation
eventually become one of the strongest players throughout the South
pattern of Point S’s own house brand which will be launched into the
African market.”
European market in January 2015. Looking to the future Point S intend to use the immediate future as a period When asked about Point S’s activities in South Africa Fabien stated that
of consolidation with no definite plans for expansion but with special
with over 1600 independent professional dealers managing 3000 Point
emphasis being placed on making existing services across the world even
S service centres on a worldwide basis. South Africa is considered to be
more responsive and professional. For additional information on Point S
an extremely important market sector for the continually expanding group
services and products visit www.points-development.com
16
•
Focus on Reifen 2014
New tyre changer and truck alignment system from Hunter
a new record, in that attendance figures were marginally higher than
Hunter’s primary objective at this year’s Show was to introduce two
previous figures in 2012.
new products, the new revolutionary tyre changer and truck alignment system which were both making their European debut having been
It has further been revealed that around 36 percent of visitors were
initially launched at the SEMA Show last November.
industry professionals from the show’s home country Germany, whilst the remaining 12 800 visitors travelled to Essen from no less than 130
The new revolution tyre changer is fully automatic and specialises in
different countries around the world.
ease of use with the main features of the equipment including a leverless tool head, space saving wheel lift, powered press arms and special ‘go’
Breaking down these exhibitor figures even further, it is interesting to
pedal controls progress system. With so many automatic features a
note that around 90 percent of booths belonged to the manufacturing
minimal amount of operation is required by the machine technician.
sector and also around 90 percent of visitors were from the tyre trading and servicing sectors, most of whom were decision makers
An impressive touchscreen interface monitors the ongoing progress of
with purchasing powers. Messe Essen also announced an update
the equipment plus a powerful pneumatic clamp facility avoids damage
on their earlier announcement of a strategic partnership with Mess
and the inflation process is considered to be 33 percent faster than
Frankfurt in which the two companies fully intend to link the Reifen and
traditional foot pedal inflation systems.
Automechanika shows in the future, in a bid to combat the arrival of the new Tire Cologne Show in 2018.
The all new Hunter Truck Alignment System was equally well received throughout the Show with particular interest being shown in the
Judging by the feedback from both exhibitors and visitors alike, it would
equipment’s special six sensor rolling compensation facility which is
appear that Reifen 2014 was the best European tyre show they had
‘breaking new ground’ in the industry through its ability to significantly
ever attended.
reduce alignment set-up times for trucks. And PCL, who are now part of the Hom Group of Germany and also available in South Africa, secured a new, dual-branded stand to demonstrate several new lines as well as their main tyre equipment products, including tyre inflation systems for workshops, garages and forecourts. Reifen 2014 ends on high note With Europe’s largest tyre show well and truly over for another two years, event organiser Messe Essen has revealed that over the four days of the exhibition, around 20 000 visitors were recorded, thereby setting
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19
TiAuto Group Celebrates Milestone Opening of 100th Retail Store TiAuto (Pty) Ltd. is celebrating a milestone achievement in its nearly five
In that same year the Tiger Wheel & Tyre franchise network was established.
decades of business. When a new Tyres & More automotive fitment centre
The stores were accordingly rebranded as Tiger Wheel & Tyre, marking the
opened in Mt. Edgecombe, KwaZulu Natal, on 1 August, it was the Group’s
launch of a brand that would become the standard against which all other
100th store.
retail wheel and tyre stores would be measured, and one of South Africa’s
Of these 100 stores, 86 are Tiger Wheel & Tyre stores and 14 are Tyres & More automotive fitment centres. “This accomplishment has been 47 years in the making and we are immensely proud of it. Behind that round 100, are the tireless efforts of every TiAuto, Tiger Wheel & Tyre and Tyres & More employee in the history of the group and of these two retail divisions. If ever there was an achievement that is reflective of the collective vision, efforts and talent of a dedicated pool of hardworking individuals, this is it,” said TiAuto Chief Executive Officer, Alex Taplin. TiAuto’s history and earliest foray into the automotive retail environment began in 1967, with the opening of the Tiger Performance and Spares store in Vrededorp, Johannesburg. In 1971, Tiger Speed Den opened in nearby Fordsburg. A name change to Tiger Wheels followed, along with the opening of a further two retail stores in 1984 and in 1986.
best loved and most enduring brands in the industry. Fast-forward to 2013 and the launch of the new Tyres & More automotive fitment centre brand. Once again, TiAuto had seen a gap in the market and applied its magic to developing a customer-centric formula that would rapidly gain traction in the local market. Little over a year later, 14 Tyres & More stores are now delivering on the brand’s promise of putting safety and service first and offering customers brand name products and impeccable fitment service at affordable prices. The TiAuto group did not however become the giant it is in this industry, with seven divisions and 14 brands in its stable, by resting on its laurels. “While it’s nice to take a breather and look back and celebrate how far we’ve come, our focus remains firmly on the future and upon solid, sustainable growth for the company and all of its divisions and brands,” concluded Taplin. For more information on the TiAuto group visit the website www.tiauto.co.za
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08/12
22
•
Bandag News
Bandag Truck Service Network Expands… Service, service, service… Location, location, location… Often these are key factors in the success of
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owned and operated BTS franchises, Bandag’s
easily overlooked! Bandag and its network of
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tyre professionals have worked endlessly to
compliments its network of 33 manufacturing
bring these key factors together. This has led
franchisees across Southern Africa.
to greater success for the BTS franchise model which has reached a new milestone!
1:14 PM
But BTS’s offer more than just a ‘smart’ trailer/ Because fast and reliable service must
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Industry News
•
23
REDISA responds to Industry Issues Following on our feature story on waste tyres in the June edition and the
Redisa is obliged to take into account the amount of waste tyres generated by
problems being perceived in the marketplace surrounding their collection and
each tyre dealer. This is why Redisa requests each dealer/collection point to
disposal, Redisa requested the opportunity to provide further clarity on this
provide precise volumes of waste tyres by category to be collected, in order to
matter, further claiming that all concerns in the marketplace were being dealt
ensure these processes are successfully rolled out.
with as swiftly and efficiently as possible, and that the list of dealers actively being serviced was increasing month-on-month (For the Dealers List please
“By understanding the individual requirements of each collection point, Redisa
contact Redisa – www.redisa.co.za).
is able to send the right size truck for the job. That being said, one also needs to bear in mind that job creation is core to the Redisa Plan, and as more
Insofar as the issues highlighted in our article, Redisa further elected to
transporters come on board, so the truck size variation will improve. As such
provide a detailed response to each query, as well as to furnish us with their
we encourage all dealers/collection points to contact Redisa should there be
Internal Complaints Handling Process in an effort to assist those experiencing
any changes in waste tyre volumes received so that the collection process can
frustrations in expediting their concerns with respective Redisa personnel.
continue to improve.”
In response to the complaints about inadequate collection vehiclesProcess: (by way Mutilated tyres and the apparent reluctance on the part of Redisa collectors to Complaints Handling Process Process: Complaints Handling of size and capacity), Redisa said: ‘Communication is key to the successful collect Process them raised further alarm bells within the trade, eliciting the following Created By: Mandisa Makubalo
Process: Complaints Handling Process establishment of the waste tyre recycling industry, and to ensure that response from Redisa: “Mutilated tyres will be picked up by registered Redisa Created By: Mandisa Makubalo
of the Complaints Administrator is to not ensure that all complaints collections take place as regularly as required (by the correct sizeProcess: vehicle), transporters and it is importantThe torole identify transporters who do comply with are Created By: Mandisa Makubalo Complaints Handling Process
Contact Centre Agent Contact Centre Agent
START
Contact Centre Agent
START START
Contact Centre Agent
Complaint received telephonically / email Contact Centre Agent Complaint received telephonically / START Contact Centre Agent email Complaint received telephonically / email
START START
Complaint received telephonically / email on the Complaints Log, if Check
there is an existing complaint for Check on the Complaints Log, if / Complaint received telephonically there is an existing for / email Complaint receivedcomplaint telephonically Check email on the Complaints Log, if there is an existing complaint for
Contact Centre Complaints Administrator
Contact Centre Complaints Administrator Process: Complaints Handling Process Created By:Complaints Mandisa Makubalo Contact Administrator Checks the complaints logCentre first thing in theHandling morning, mid-day and before close Process: Complaints Process of business. Checks the complaints log first thing in the morning, mid-day and before close Created By: Mandisa Makubalo of business. Contact Complaints Administrator Created Mandisa Makubalo Checks the complaints logCentre first By: thing in the morning, mid-day and before close of business.
Weekly Contact Reporting Centre to the Contact Centre Manager and alert CCM on Complaints Administrator URGENT complaints Checksall the complaints log firstimmediately. thing in the morning, mid-day and before close Complaints Administrator Weekly Contact Reporting Centre to the Contact Centre Manager and alert CCM on of business. all URGENT complaints immediately. Weekly Reporting to the Contact Centre Manager and alert CCM on Checks the complaints log first thing in the morning, mid-day and before close all URGENT complaints immediately. of business. Checks the complaints log first thing in the morning, mid-day and before close of business. Weekly Reporting to the Contact Centre Manager and alert CCM on all URGENT complaints immediately.
resolved within Service Level which is 24 hours. Follow-up where required on The role ofcomplaints the Complaints is to ensure all complaints are Escalated and toAdministrator ensure accountability andthat stakeholder resolved within Service Level which is 24 hours. Follow-up where required on relationshp management. The role ofcomplaints the Complaints is to ensure all complaints are Escalated and toAdministrator ensure accountability andthat stakeholder resolved within Service Level which is 24 hours. Follow-up where required on relationshp management. Escalated complaints and to ensure accountability and stakeholder relationshp management. The role of the Complaints Administrator is to ensure that all complaints are resolved within Service Level which is 24 hours. Follow-up where required on Escalated complaints and to ensure accountability and stakeholder relationshp management. The role of the Complaints Administrator is to ensure that all complaints are resolved within Service Level which is 24 hours. Follow-up where required on The role of the Complaints Administrator is to ensure that all complaints are Escalatedwithin complaints and to ensure and stakeholder resolved Service Level which isaccountability 24 hours. Follow-up where required on relationshp management. Escalated complaints and to ensure accountability and stakeholder relationshp management.
Weekly Reporting to the Contact Centre Manager and alert CCM on all URGENT complaints Weekly Reporting to theimmediately. Contact Centre Manager and alert CCM on all URGENT complaints immediately.
Check on the Complaints Log, if there is an existing complaint for Check on theYes/No Complaints Log, if there isonanthe existing complaint Check Complaints Log, for if Yes/No there is an existing complaint for Yes/No
Yes Yes
No Yes/No No No Yes/No Yes/No Gather details from caller and populate Noall the fields Gather detailsasfrom calleron and columns required and populate the fields the log. Adviseallcaller that we Gather detailsasfrom calleron and columns required will investigate and revert Noallcaller and populate the 24 fields the log. Advise that we back to them within No and and columns required will investigate revert hours. Provideasthem withon a the Advise caller that backlog. to them within 24 reference number for the we Gather details from caller will investigate and revert hours. Provide them with a complaint. and populate all the 24 fields back to them within reference number for the and columns required hours. Provideasthem withon a complaint. the log.details Advise caller that Gather from caller reference number for the we will investigate and and populate therevert fields Gather detailsall from caller complaint. backcolumns to them as within and populate allrequired the 24 fieldson hours. Provide with a the log. Advise caller thaton we and columns asthem required reference number the we will investigate andfor revert the log. Advise caller that complaint. back to them within 24 will investigate and revert hours.toProvide them 24 with a back them within reference number forwith the a hours. Provide them complaint.number for the reference complaint.
Yes
Yes Yes Yes
Provide caller with feedback as per the log, Provide caller withstatus update complaint feedback as per accordingly. If nothe log, Provide with update complaint status feedbackcaller advise caller feedback as follow per log, accordingly. If notheup that we will and update complaint feedback advise caller come back to themstatus within accordingly. If no thathours we will follow up and 2-4 with resolution. Provide caller with feedback caller come backadvise to them within Alert complaints feedback as follow per theup log, that we will and 2-4 hours with resolution. administrator. update complaint come back to themstatus within Alert complaints accordingly. If no Provide caller with 2-4 hours with resolution. administrator. advise caller feedback as per the log, Provide caller with Alert complaints that wecomplaint will up and update status feedback as follow per the log, administrator. come back toIfthem within accordingly. no status update complaint 2-4 hours advise with resolution. feedback caller accordingly. If no Alertwe complaints that will follow up and feedback advise caller administrator. come back themup within that we willtofollow and 2-4 hours resolution. come backwith to them within Alert complaints 2-4 hours with resolution. administrator. Alert complaints administrator.
Follow-up with the relevant department if the complaint has been escalated to another Follow-up with the relevant department if the department. Contact the caller with resolution, complaint escalated to another feedback tohas thebeen agent that alerted the Follow-up with the relevant department if the department. Contact the caller with resolution, administrator, update complaints log with the complaint been escalated to another feedback tohas the agent that alerted actions taken and close complaint ifthe resolved department. caller with administrator,Contact updatethe complaints logresolution, with the feedback to the agent alerted ifthe actions taken and closethat complaint resolved Follow-up withupdate the relevant department if the the administrator, complaints log with complaint hasand been escalated to another actions taken close complaint if resolved department. Contact the caller with resolution, feedback to thealert agent that alerted If unresolved Contact Centrethe Manager Follow-up with the relevant department if the administrator, update complaints log with immediately and resolution. complaint has for been escalated to another Follow-up with theintervention relevant department if the the If unresolved alert Contact Centre actions taken and close ifManager resolved department. thecomplaint caller resolution, complaint hasContact been escalated towith another immediately foragent intervention and resolution. feedback to the thatcaller alerted department. Contact the withthe resolution, If unresolved alert Contact Centre Manager administrator, complaints feedback to theupdate agent that alertedlog thewith the immediately for intervention andifresolution. actions taken and closecomplaints complaint administrator, update logresolved with the actions taken and close complaint if resolved If unresolved alert Contact Centre Manager immediately for intervention and resolution. If unresolved alert Contact Centre Manager immediately intervention and resolution. If unresolvedfor alert Contact Centre Manager immediately for intervention and resolution.
Should there be a possibility of Media involvement and depended on the seriousness of the complaint Should be a possibility of Media involvement in termsthere of impact and urgency, Contact Centre and depended on thetoseriousness of the complaint Manager to escalate Senior Management Should be a possibility of Media involvement in termsthere of impact and urgency, Contact Centre immediately. and depended on thetoseriousness of the complaint Manager to escalate Senior Management in terms of impact and urgency, Contact Centre immediately. Manager to escalate to Senior Management Should there be a possibility of Media involvement immediately. and depended on the seriousness of the complaint in terms of impact and urgency, Contact Centre Manager to escalate to SeniorofManagement Should there be a possibility Media involvement immediately. and depended seriousness of the complaint Should there beona the possibility of Media involvement
24
•
Industry News
the Redisa accreditation process. As such, Redisa invites any dealer/collection point to contact us with regard to these concerns and further commits to responding to all queries within 24 hours.” Redisa further responded to allegations surrounding their collectors’ apparent refusal to collect tubes or tractor tyres by saying: “Tractor tyres are category 4 tyres which Redisa was tasked to pick up only 18 months after the gazetting of the Plan. Unfortunately tubes, flaps and tyre inserts (industrial/solid tyres) are not part of the plan and as such, Redisa does not collect them.” Referring specifically to the issues raised by Lombard Tyres they said: “If this particular dealer has any issues or concerns in this respect, we invite them to contact any of our contact centre agents who will happily assist.” Dealers Province
Not Serviced
Serviced
EC
60
61
FS
102
3
GP
45
423
KZN
70
226
Limpopo
80
1
Mpumalanga
105
10
NW
92
9
NC
62
1
WC
30
355
Sub-total
646
1089
Redisa added: “Lombard Tyres have an agreement with Willem Durandt of Tollies Tyres who pay them for all passenger tyres collected. They screen the tyres for resale purposes and Redisa is concerned that smooth tyres could be sourced, re-grooved and sold into the market, which could impact on local sales and also prove dangerous to the consumer. Thus, we interact with second-hand dealers such as Tollies Tyres to try and manage the process. Redisa is however collecting waste tyres from a few Lombard Tyre branches.” Of further concern for Redisa was the comment made by Kilotreads who also alleged that collection vehicles were inadequate in size and capacity and further alluded to being expected to assist collectors in loading the scraps onto the vehicle. To this Redisa replied: “In many cases Redisa has sent super links to pick up tyres in remote areas. If staff are required to assist with the loading of the waste tyres, Redisa would be happy to pay for the labour. Communication is the key to solving these concerns and Redisa will be contacting Kilotreads to ensure that these issues are resolved. In addition, should any other retailers be experiencing similar (or other) challenges, Redisa welcomes their correspondence to any of the call centre agents.”
Industry News • 25
Redisa responds to manufacturers and importers claims
attempts by Redisa to engage with Goodyear, unfortunately a successful
Of considerable concern were claims made by local manufacturers and
working relationship and synergies have not been established, however Redisa
importers of foreign brands who are footing the bill by way of the imposed
remains committed to establishing a successful working relationship with
levies, that they too were experiencing poor service delivery.
Goodyear and welcomes communication from the organisation to ensure that any concerns are dealt with effectively and immediately.”
By way of a general comment, Redisa had this to say: “Redisa will service all dealers/collection points that have registered with Redisa; however, given that
Sumitomo Rubber Industries (formerly Apollo Tyres), expressed their concerns
the Redisa plan has been operational for a year, not all dealers will be serviced
pertaining to what they believed to be a lack of service on the part of Redisa, to
immediately. As the plan continues to roll out over the five year period, more
which Redisa replied: “During the Sumitomo takeover of Apollo in South Africa,
and more dealers and collections points will be serviced.
Apollo declined to meet and discuss synergies with Redisa until the purchase was completed. Since then, as referenced in the dealer list, you will note that
“With reference to issues raised by TIASA, we invite them to send us a list of
most of the SRI network is being serviced –as per the five year roll out plan. In
their members to ensure that they have registered, and are or will be serviced
addition, through transport subsidies, Redisa has been paying for all SRI tyres to
in due course. Redisa registered transporters will collect all tyres by category as
be picked up and delivered to Goswell, the processor in Cato Ridge.”
specified in the gazetted Redisa plan. Again, communication is very important to ensure that all concerns are dealt with, and to the best of our knowledge,
In short, Redisa strongly maintains that for the most part, and in accordance
Redisa has not received notification of these concerns for remedial action.”
with its well documented roll out plan, it is meeting its responsibilities to the trade. It is therefore appealing to industry to support its efforts, whilst also
In response to Continental Tyre SA, Redisa claimed: “Both Continental Tyre
bearing in mind that ‘Rome was not built in a day’.
and Langkloof Bricks were receiving a subsidy to manage their waste tyre disposal needs, bearing in mind that Langkloof Bricks is a licensed processor
It would appear a lack of communication between trade and Redisa has led to
and that Redisa guided Continental Tyre in terms of providing the supporting
much frustration and this too Redisa hopes to alleviate. (see diagram below).
information required to prove the licensing. Redisa agreed with Continental Tyre’s management organisation and duly paid for the transport. As you can
Added Stacey Davidson, Director, Redisa: “We are committed to meeting the
see from the dealer list, Redisa is servicing all dealers in Gauteng but we further
needs of our members and to rectifying any issues that need to be addressed.
encourage Continental Tyre to register any new branches that may have
Should our Internal Complaints Handling Process not be sufficient, members
opened with us, to ensure collections take place.”
are welcome to refer their issues and concerns directly to me.”
As for Goodyear SA who expressed concern over the somewhat slow pace at
In a further bid to boost service levels, Redisa will soon be embarking on a
which Redisa was executing its service delivery, Redisa had this to say: “Despite
comprehensive survey to its members, the results of which will be made public.
IT’S A HAT-TRICK FOR DUNLOP IN THE TGI ICON BRANDS SURVEY Dunlop has achieved pole position in the Tyre
demonstrate this commitment. In other words,
Brands category, for the third time, as published
it’s not about simply liking the brand, it is about
in the TGI ICON Brands Survey 2014/2015
USING the brand.
report on July 21st 2014. South Africans have voted, and steered Dunlop TGI, in partnership with City Press and Rapport,
to the top of the tyre category for the third year.
serves to establish which brands, from a South
The ICON Brand Survey by TGI is the largest
African perspective, are the most used and
of its kind with more than 14,000 people
loved by South Africans across age, income,
surveyed, representing 19.5 million adult
race and language spectrums. These brands
South African consumers. Nine industries are
define a common experience, to which South Africans are committed
represented and over 8,000 brands are included in the measurement
in a real sense: they put their money where their mouths are to
survey.
26
•
Advertorial
Michelin opens MTSC Operation in Wellington MTSC (Michelin Truck Service Centre) Safetygrip in Wellington is the third of the Michelin MTSC’s to open in South Africa. This service centre is the first of its kind to offer a full brake-test lane, an air-conditioning service unit and a suspension-play tester.
As leaders in tyre technology, Michelin Tyre Company SA took the high
An additional five centres are in the pipeline for 2014: in Bloemfontein,
ground on setting up Truck Service Centres (MTSC) in South Africa to
Durban, Gauteng and Mpumalanga. “Downtime is not an option, therefore,
provide a convenient, high quality, safety-focused service to the truck
the sooner we can offer a complete national breakdown service, the
and bus industry. Equipped with state-of-the-art mechanical equipment
better,” adds Venter.
and quality tyres to facilitate roadside assistance to truck and bus companies countrywide.
Products offered at these centres include: tyres, batteries, rims, valve extensions, nitrogen and stock retreads. Services range from alignment
There are over 40 such outlets already operating in India, Thailand
and balancing, fleet inspections, stripping and fitting, tyre repairs, tyre
and Saudi Arabia, while South Africa currently has MTSC operations in
regrooving, pressure checks, surveys at the point of sale and on-site
Villiers, Polokwane and now Wellington.
vehicle services. “We are also partnering with key manufacturers, such as
“Truck and bus companies are under severe pressure to deliver goods and services on time, at reasonable prices on products, tyres and
Bosch for truck parts and servicing and Engen for lubricants in order to assist us with expanding our national footprint.
maintenance. These costs have a direct impact on businesses that
In addition to the partnership with Engen, all the MTSC branches will also
have to work within their cost-per-kilometre limits in order to remain
feature a first-of-its-kind in SA, oil vending machine concept – known as Oil
profitable,” says Jaco Venter, Partnership Programme Manager at
on Tap. These new oil dispensers not only save on lubricant wastage, but
Michelin Tyre Company SA.
also eliminate the chance of dirt entering the system, prevent contamination across different grades and ensure effective stock management,” says Venter. “These partnerships and new systems will ensure that truck and bus drivers have easy access to much-needed assistance and parts at affordable prices.” Michelin Truck Service Centres herald a new era in which truck and bus companies can look forward to making profits that are not at the expense of either lives or vehicles. For futher information on MTSC, please visit www.drive-to-mtsc.co.za
Manufacturing
•
27
GENERAL TYRE RELAUNCHES RANGE AND BRAND PROFILE IN SA Building on a proud legacy coupled with historical consumer support,
The General Grabber GT is the
Continental Tyre SA – the owners of the General Tyre brand since 1987 – has
company’s latest offering in the
announced that General Tyres is undergoing a resurgence in South Africa with
rapidly growing high-performance
a focused campaign that aims to capture a larger share of the market.
SUV segment. This is introduced
The company claims the relaunch programme is built on an expanded and thoroughly modern product line-up that combines innovative new technologies with General Tyres’ proven core values of reliability, performance, heritage and overall value. The General brand enjoys a long heritage in this country and with its centenary coming up next year, Continental Tyre SA has decided that it will replace the Barum-branded tyre range locally.
alongside
the
award-winning
Grabber AT and the rugged Grabber MT – both of which are already highly rated contenders in the all-terrain and mud-terrain 4x4 segments, respectively. The company highlighted two significant new features making
“Although our Barum tyres offered good quality and pricing, the marque was
their debut on the Altimax and Grabber GT ranges as part of General
never able to match the levels of brand awareness carried over more than
Tyre’s innovative Monitor Technology. The first is the Visual Alignment
six decades by General Tyre. Accordingly, the General Tyre range now fulfils
Indicator (VAI) that allows vehicle owners to identify uneven wear
the role as our value segment contender, followed by our exclusive Matador
within the first 1000 km of driving, thereby identifying potential wheel
range, that completes in the budget tyre sector,” said Niel Langner, marketing
alignment issues and assisting in preventing premature wear.
manager for CTSA.
Secondly, the Replacement Tire Monitor (RTM) represents an important
Modern range, latest technology
innovation in driving safety in that the tyre boasts the ‘Replacement Tire
The relaunch of General Tyre in SA is spearheaded by an exciting line-up of
Monitor’ inscription in the centre rib that changes to ‘Replace Tire’ as
new products that deliver innovative technologies and contemporary design.
the 3mm tread depth is reached, thereby indicating that the tyre should
In the passenger car segment, General Tyre heralds its return with two
be changed.
all-new tyre ranges, namely, the Altimax Sport and the Altimax Comfort.
Plant investment
Developed based on stringent European demands, the Altimax range is
A multi-million rand investment in the Continental Tyre SA factory has
said to deliver superlative braking and handling performance combined
further ensured that locally produced tyres offer the latest technology
with low rolling resistance in the interests of improved fuel efficiency.
and meet the highest international standards for quality.
Conti 360° Fleet Services now available in Sa It has certainly been a busy and productive period for Continental Tyre SA. Aside from the resurgence of the General tyre brand which falls under the CTSA umbrella, Continental Tyre South Africa’s truck service offering, Conti360° Fleet Services, is now also available to transport companies operating in all market segments in South Africa. According to a company spokesman, with Conti360° Fleet Services, South African fleets get an all round professional tyre service. This includes the recommendation and perfect selection of truck tyres, quick assistance in the case of a breakdown and the ongoing monitoring and reporting on the tyres of the whole fleet. Bringing Conti360° Fleet Services to life is a new mobile roadshow. The
The focus of the Conti360° Fleet Services road show is much more
road show kicked off in July 2014 and showcases interactive displays of
than just tyres. “While truck tyres are our core business, we also offer
Generation 2 truck tyres and services. The new vehicle will be seen for
value added services which improves fuel savings and mileage. All in
first time in Johannesburg and will be travelling throughout South Africa via
all, Conti360° Fleet Services is about optimising tyre performance.” says
Bloemfontein, Western Cape, Eastern Cape and Kwa-Zulu Natal.
Monica Ramsunder, Marketing Manager Truck Tyres.
28
•
Manufacturing
It’s different… it’s Cooper Cooper Tyres Southern Africa, importers and marketers of the premium Cooper range of products, say they pride themselves on being different. They allege that Cooper has the most extensive range of 4x4 and SUV products, is the only brand of tyres in the country that offers a mileage warranty on every tyre pattern and that it supplies a manufacturers’ guarantee that exceeds the 5 year term offered by all local manufacturers and most importers. One of the reasons for their growing success, they claim, is that Cooper Tyres views training as the cornerstone to future growth and sell only through a select group of tyre retailers that understand the fitment and sale of specialised premium products. They raise concern over what they see as an alarming lack of retail skills in the country relative to product knowledge, features and benefits and tyre application, which ultimately results in consumers being misinformed regarding their tyre purchase. A dangerous trend, they say, is the under specification of tyres recommended to consumers to simply accommodate the low price bar. This is further aggravated by the fact that retail/fitment standards are being compromised due to the vacuum in tyre and retailer experience. Georg Schramm, CEO of Cooper Tyres South Africa continues: “More than anything else we recognise the importance of the retailing sector – consumers rely heavily on the expertise of the dealer to assist with the tyre purchase decision. To ensure that consumers are given the right advice we have made education and product training a mainstay of our efforts. We have embarked on a series of aggressive training and educational programmes and have already started to see the benefits.” The range of Cooper products available to the Southern African driving public has increased from historically only selling the all-terrain and mud terrain variants like the Discoverer ATR and ST products. Cooper is now able to offer a much broader range through the introduction of tyres like the new all-terrain AT3, the DAKAR proven ST Maxx, the Zeon
LTZ SUV/all-terrain tyre, the Cobra range of classic car white sidewall products and now the launch of the ultra-high performance CS-Sport. Georg explains: “We have expanded on the range to include high performance passenger, SUV and speciality tyres to meet the needs of the discerning motorist. Cooper tyres are built for enthusiasts, for weekend off-roaders, ultimate explorers, comfort class customers, classic connoisseurs and speed freaks and we are pleased that we now meet all the needs of the Southern African driving public. “Cooper is the only brand in South Africa with the conviction to offer a mileage warranty on all Cooper branded products sold, from the rugged mud terrain Cooper STT to the ultra-high performance CS-Sport. The warrantied mileage per product differs depending on the application. This tyre warranty is a reassurance to the consumer that they are purchasing a premium quality product, underpinned by a robust maintenance plan. The warranty encourages consumers and dealers alike to consider an underwritten value option versus an uninformed price decision,” he says. Adds Georg: “Cooper is one of the world’s top ten tyre manufacturers with 100 years of experience in producing the highest quality tyre products in the most demanding consumer environment – the United States of America. All Cooper products sold in Southern Africa are manufactured in first world countries like the United States and the United Kingdom where the highest quality standards are in place. Cooper is a truly global company, boasting more than 65 manufacturing, sales, distribution, technical and design facilities located around the world.” Cooper tyres are available at over 120 dealers countrywide. For further information visit www.coopertyres.co.za or email info@coopertyres.co.za
30
•
New Product
TRESTLEJACKS 30-TON R22.5 FROM PATCH TECH A new Workshop unit in the form of a specialised trailer trestlejack – the TrestleJacks 30-Ton R22.5 – is now available through Patch Tech South Africa. This new lifting and support device that utilises driving motion from the horse for the lifting and lowering of heavy load commercial trailer axles, is tailor-made for trailer axles fitted with 11R22.5, 12R22.5, 315/70R22.5, 315/80R22.5, 385/65R22.5 and 425/65R22.5 commercial or super single tyres and is designed to fit any square or round axle on most modern trailers in this category. Patch Tech maintains the TrestleJacks 30-Ton R22.5 will reduce downtime by lifting the troubled trailer axle in less time than conventional systems on the road where time literally means money. And in the event where an entire axle or empty trailer needs to be lifted, the use of two TrestleJacks per axle can ultimately result in a safer, faster working environment. How it works With the coverage of a distance of 400mm, the TrestleJacks (now in the upright position), will transform into an axle support stand with a safe working
New Product
• 31
load of 30 Ton. Better yet, the system does not require the person to crawl underneath the trailer for lifting and lowering procedures, resulting in a safer working environment. Features and benefits According to Patch Tech the system boasts a multitude of features and benefits, among them: • Time Saving – unlike conventional systems available which may take an experienced wheel replacement operator up to 10 minutes to raise a single axle, the TrestleJacks will deliver the same result in less than 10 seconds. Moreover, an entire trailer can be lifted in one go by using two TrestleJacks per axle. Plus, an entire trailer can be lifted up in less than seven minutes. • Reduced risk of theft at breakdowns or tyre failures – By dramatically reducing the time required in lifting the axle, the operator is automatically reducing the likelihood of the rig being exposed to unnecessary risks. • No maintenance – TrestleJacks require zero maintenance by virtue of its robustness and simplicity of its design. • Two products in one – The TrestleJacks is effectively a trestle (jack stand) and jack combined into a single product, providing axle-lifting capacity alongside a secure stand whilst work is being performed on the trailer. • Safety – no person is required near the TrestleJacks before lifting, until the lowering action has taken place. This makes it one of the safest lifting devices for the vehicle ‘horse’ currently available. During the lifting process, the driver is required to be stationed in the cab, thereby assuring a 100% safety feature to the operator. Moreover, the TrestleJacks base plate covers more ground surface area than a single tyre, thereby providing trusted stability, while the axle cup holds the axle more securely in place than its counterparts. And, the product design provides a safe upright position as the axle moves over the Top Dead Centre to create a backward leaning stance, which means that no further support is required other than the tractor parking brakes be operated under normal working conditions. For more information contact Patch Tech on 011 902 6150
Ta l k i n g Ty r e s
The tyre industry needs a dedicated forum where
•
33
TYRE FOR UM
buyers can share their experiences with various products and brands, as well as name, shame and praise … By Colin Mileman
Firing up a forum This may be an odd thing to say, but purchasing a set of tyres is more like
When your homework is done, you’ve ticked all the boxes and narrowed
buying a house than a car.
the selection down to a manageable size, the legwork begins by traipsing your family through house after house in search of the perfect place to
When you’re searching for a new home you scan the adverts in the local
call ‘home’.
newspapers, spend hours poring over property and estate agent websites and cruising around the preferred suburbs seeking out every possible
It’s the largest purchase most of us will make, and you’re in for the long
‘For Sale’ and ‘On Show’ marker board.
haul with the majority of buyers set to borrow an inordinate amount of cash and repaying the debt over a staggering 20-year term.
If you’re buying in a new area or moving town the workload increases, researching the desirability and safety credentials of each area and trying
Despite the amount of money involved and the fact that you intend
to gauge whether it would suit your lifestyle and particular requirements.
living in the place for a fairly long time, you don’t get to experience
3 4 • Ta l k i n g Ty r e s
And a request for a test drive is mostly welcomed as the interest is seen as drawing you one step closer to wrapping up the deal. Granted, a short 10 km blast won’t necessarily reveal all the traits and foibles of the car, including its real-world fuel consumption, its handling dynamics on your favourite mountain pass or the teeth-rattling harshness of the suspension. But at least you get some inclination of what to expect. Can you imagine the look of disdain if you rock up at the local tyre dealer, ask them to fit a series of new sets of rubber and then promptly advise them that it’s just for a test drive to decide which tyres you like best. The front desk staff is likely to either laugh you off or call security. Other than sticking to a particular brand and range of tyres, motorists have an incredibly tough task of making an informed choice when it comes to replacement. There are precious few authoritative, reliable and accessible tyre tests that can help guide their decision. its attractions and pitfalls in real terms. There’s obviously no test run, sleep-over or any tangible way of trying it out for yourself.
Added to this, the sales person behind the counter will naturally have their own bias for particular brands or products, sometimes driven by
The brief two or three times that you may visit the property gives you
limited experience or knowledge, or even motivated by specific sales
very little insight into the character of the area, the nature (noisy, nosy
promotions and incentives.
or not) of the neighbours, the number of neighbourhood dogs that bark all night or the extent of the traffic screaming past at all hours.
As a result, when fitting a new set of tyres – especially if opting for a different manufacturer or range – costumers have very little information
Questions in terms of safety, security, maintenance and services are
to rely on. Just like buying a house, they can look and touch, ask family
likely to solicit diluted answers as the owners aren’t usually forthcoming
and friends for advice and scour the web for the limited info available.
with reasons why you should turn tail and run. But the final decision will mostly be made on price, brand affinity and It’s only when you’ve signed all the documents, handed over the cash
experience, or the ‘gift of the day’ that sweetens the deal.
and finally moved in that you find out what you’re in for, warts and all. To be honest, even if a range of tyres or vehicles were available for For the average person’s second most expensive purchase, the process
some sort of test drive experience, in any normal environment and
of buying a car at least gives you a taste of what’s in store.
in a reasonable timeframe the average driver will rarely be able to tell the difference between a premium product or a budget-beater. And
Whether it’s in lavish a dealer showroom for a sparkling new set of
it simply wouldn’t be practical to turn every tyre shop into a fitment
wheels or someone’s backyard checking out an old banger, there are
centre-cum-test track.
no raised eyebrows or looks of disgust when you start prodding every button, bouncing on the seats or revving the engine.
So how do we broaden the knowledge base? By creating an online tyre
Colin Mileman is a freelance motoring journalist, photographer and advanced driving specialist with over 17 years of experience in this field. As a former editor of Topcar and Topbike magazines, he’s as enthusiastic about cars and bikes as they come, and has extensive knowledge of all motoring-related matters, including the topic of tyres, having run the annual and highly regarded Topcar tyre tests for several years.
Ta l k i n g Ty r e s
•
35
WHEEL SERVICE EQUIPMENT
forum driven by real motorists and real-life experiences. Tyre discussions and debates are already a central theme within the 4x4 industry, and obviously many of those are driven by die-hards that
have been affiliated to a particular make since pa fell off the wagon, and refuse to change. But the more information that is out there the more level the playing field. This must be consumer-driven forum that includes comments and ratings on all key aspects including performance, reliability, value-formoney, longevity ‌ and so the list goes on. Scores should be constantly tallied and updated, and logically presented for any person to easily review by manufacturer or model so that buyers can fall back on a large and ever-growing database of fellow motorists
Optional Mobility Kit
that have tried and tested a wide range of category-specific products. By its very nature, this exercise must be devoid of direct manufacturer
V3400
influence, but it could certainly become a useful tool for the industry brands. It would also allow them to monitor and quickly address customer concerns or complaints, in the same vein as hellopeter.com. It could become an extremely valuable tool for the tyre industry of the future!
Patented digital camera tracking automatically adjusts to the height of the vehicle.
WHEEL ALIGNERS
PIPE BENDERS
WHEEL TRUCK TYRE BALANCERS CHANGERS EQUIPMENT
BATTERY & BRAKE
AIRCON & TOOLSETS & DIAGNOSTICS WEIGHT TRAYS
LEVEL
2
 �� ��  ��
www.johnbean.co.za
players to judge the success of their tyres and reputation of their
36 • Goodyear News
Hi-5 to Hi-Q!
South Africa has spoken, and once again Hi-Q came out on top They did it again! For the 5th year running Hi-Q has been voted the No.1 tyre retail outlet by South African consumers in the independent TGI Ask Africa Icon Brands survey.
The TGI Ask Africa Icon Brand survey is the largest of its kind in South Africa and identifies brands that do more than just satisfy the wants and needs of their customers, they go the extra mile. Hi-Q has been voted as one of these iconic brands, which also include big names such as BMW, Coca Cola and Rolls Royce. This survey, which originated in London in 1969, is respected and recognised globally, not only for its size, but also its accuracy. Stretching across 19 different sectors, 165 brand categories and more than 8000 brands it makes use of advanced, state of the art research methodologies to deliver only the most accurate results. More than 15 000 consumers are interviewed to determine which brands are best loved and most used by South African consumers across all spectrums. In a wonderfully diverse country such as South Africa, being the brand of choice is an immense achievement. “It is a tremendous honour to, yet again, be voted South Africa’s top tyre retailer. It only comes to show that at Hi-Q we continuously and consistently deliver on, and go beyond the expectations of our customers. I feel proud to be rejoining this winning team,” says Sean Harrison, Hi-Q’s newly appointed Director.
G o o d y e a r N e w s • 37
Sean Harrison, Hi-Q’s Director
Sean’s relationship with Hi-Q dates back to 2008 when he was the Director for the franchise. He has spent the past few years heading development in Africa for the tyre giant, Goodyear. In his most recent assignment he ran Goodyear’s East Africa cluster in Nairobi, assisting with the brand’s transition into the market. After successfully completing and finalising this project he made the decision to return to his roots in South Africa i.e. Hi-Q. With his energetic and enthusiastic approach Sean plans to take Hi-Q to the next level. experience and Hi-Q’s team of experts can launch us into a league of “My vision for Hi-Q is not only to maintain the success of the franchise
our own, raising the industry standard.”
over the past 15 years, but to keep momentum and go beyond what’s expected. I plan to remind South African consumers over and over why
Visit the Hi-Q website at www.hiq.co.za or go like their Facebook page
they choose Hi-Q as their number one, again and again. I believe that
at www.facebook.com/hiqsouthafrica to keep up with great promotions
the insights we can gain from the TGI research coupled with my own
and to see how they’re maintaining their No.1 status.
38
•
World News
CITExpo Expects Packed House Show organizers for the 12th China International Tire Expo (CITExpo) report that exhibitor space is expected to be fully booked even with a new expanded floor plan. The show will take place Sept. 10-12 in Shanghai, China. The show’s organizers said that exhibitors at 2013’s expo, having “tremendous success with the event,” pre-booked 75% of the planned stands for the 2014 expo.
show organizers this year expanded the floor plan of the show with
US commerce department proceeds with trade case against Chinese import tires
the addition of Hall D, which is available for booking at the time of
The US Department of Commerce has confirmed it will proceed with a
publication.
trade case brought forward by the United Steelworkers (USW) against
According to the event, each year for the past 11 years, CITExpo has broken attendance and exhibitor number records. As a result,
The exhibitor registration form for CITExpo can be downloaded here, and a full list of exhibitors for the show can be viewed here. For inquiries, contact Benny Fong at citexpo@reliable.org.cn.
www.tirereview.com
imports from China of passenger vehicle and light truck (PVLT) tires. The case alleges massive dumping and substantial government subsidization of sales of these products by China into the US market. The US International Trade Commission is scheduled to vote on a preliminary injury determination July 22. Both dumping and subsidy
China expresses strong opposition to US tire trade case China’s Commerce Ministry has announced it strongly opposes the anti-dumping investigation started by the US into the importing of Chinese tires. The ministry claims that the application for the probe had serious flaws and that the US tire industry did not support it.
cases are being initiated by Commerce. A statement released by Leo Gerard, USW International president, said: “The USW is pleased that the Commerce Department has completed a poll of domestic companies involved in the manufacture of passenger vehicle and light-truck tires. That poll verified the union has official legal standing to bring the anti-dumping and countervailing duty petitions in a trade case against PVLT tire imports from China.” When the USW filed the petition in June,
The ministry’s comments are in response to the US Department of
2014, Gerard stated: “Filing trade cases is not something we take
Commerce announcement on July 15, 2014 that it will proceed with a
lightly. We would prefer that countries live by the rules. But when our
trade case brought forward by the United Steelworkers (USW) against
union members are injured, the
imports from China of passenger vehicle and light truck tires. The case
Steelworkers act. We cannot stand idly by while China steals our jobs.
alleges massive dumping and substantial government subsidization of
Enforcing the rules is a fundamental prerequisite of the trading system,
sales of these products by China into the US market.
and China’s cheating is seriously undermining it.”
A statement made by the ministry, said: “The US side still instigated
www.tirereview.com
the probe despite the opposition of relevant industry organizations, contravening World Trade Organization rules and US domestic law.” The ministry claims that measures adopted by the US in 2009 are causing
New truck range from Pirelli
serious harm to trade ties
Pirelli has recently launched its new 01 II truck tyre range which was
between the countries and have brought no tangible benefits to US
initially introduced in May at the Reifen 2014 Show in Germany.
tire producers. China has asked the US to take into account previous
The range consists of two patterns options – the FR:01 II steer axle
experience and handle this case cautiously to avoid affecting relations
fitment and the TR:01 II drive axle fitment with both tyres featuring a
between relevant companies in each country, according to report from
reinforced bead for improved retreadability along with a new compound
Reuters.
formula that ensures impressive road holding performance in a range
China’s commerce minister further urged the US not to abuse the global
of road and weather condition plus extended tyre life.
trade system by imposing duties on Chinese goods to protect its own
Other equally important benefits include a wider tread area plus the
economy.
tyre’s grooves have been specifically modified to allow a more effective
www.tirereview.com
dispersement of stones.
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40 • Competition / Subscription
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to our previous competition winner
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quarterly competition QUESTION:
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