July 17, 2009, 12:00 AM

JC Whitney drives home a new guarantee policy

Whitney Automotive Group wants to drive sales with its latest customer service program: a one-year guarantee on most of the six million parts and accessories it sells online and in catalogs. The one-year guarantee rolled out this week on JCWhitney.com.

Whitney Automotive Group wants to drive sales higher with its latest customer service program: a one-year guarantee on most of the six million parts and accessories it sells online and in catalogs.

Whitney, which began the new program earlier this week on JCWhitney.com, No. 115 in the Internet Retailer Top 500 Guide, says its new one-year guarantee exceeds many limited manufacturer guarantees. “JC Whitney is once again setting new standards for customer service and satisfaction," says CEO Tom West.

With more consumers keeping their cars longer and looking to save money by doing more of their own repairs, Whitney over time has also beefed up its customer service program with a low price guarantee, by waiving sales tax on orders shipped outside of its home state of Illinois, and by offering online tools such as live chat. “Customer satisfaction has been our number one goal,” says West.

Whitney, which also owns and operates StylinTrucks.com, CarParts.com and AllBikeSuperShop.com, is beefing up its customer satisfaction efforts as more auto parts and accessories chain retailers look to build up their e-commerce programs. As more vehicle parts buyers shift their purchases from stores to the web, better customer service will help Whitney appeal to a growing base of shoppers, the company says. “We`ve been committed to providing our customers with the most reliable, convenient, and enjoyable shopping experience possible,” says West. “Our new one-year guarantee reflects that commitment."

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