Before launching into the South African automotive market in 2024, SUV brand Jetour undertook extensive research to better understand what mattered most to customers when considering a new automotive brand. Parts availability and reliable after-sales support came up strongly.
As with any new brand, customer service has been a priority for Jetour from the outset and remains a key part of the brand’s value proposition. The aim is not only to offer feature-rich, premium vehicles, but to ensure that customers continue to feel supported long after they drive out of the dealership.
“The ownership experience extends far beyond the initial purchase, and it is often in the months and years that follow that a brand really has the opportunity to demonstrate the capability of its customer service,” says Shaun Steynburg, Head of Marketing at Jetour South Africa. “While challenges can arise in any vehicle ownership journey, our priority remains responding as quickly and effectively as possible so that the owners continue to enjoy an overwhelmingly positive experience”.
Jetour’s state-of-the-art parts warehouse in Midrand, Johannesburg, was established to provide ready access to genuine components and help minimise vehicle downtime. The brand has also continued to grow its national dealer network, expanding its presence in key locations and making sales, servicing and after-sales support increasingly accessible to customers across South Africa.
Jetour’s latest after-sales report reaffirms that parts availability, investment in stock, speed of response and dealer capability are all well on track, with Jetour able to fulfil 98.04% of parts requests this year so far, with this rate for June itself standing at 97.98%.
Jetour South Africa's commitment to parts availability is backed by significant local investment, with almost R80 million in parts stock held, as at the end of June 2026.
When an urgent requirement arises, the brand does not wait for the next scheduled shipment, but will backorder and expedite parts where necessary to ensure availability. This was recently demonstrated when Jetour brought in 22 back-ordered windscreens by air freight to meet customer demand.
Demonstrating the scale of the brand’s aftersales operation, more than R54 million worth of parts have been sold year-to-date by the end of June 2026.
Parts availability is one part of effective after-sales support, but ongoing training is equally important. Jetour has hosted five dealer and Parts Manager training sessions so far this year.
For a relatively new entrant such as Jetour, positive feedback from customers is particularly meaningful. Jetour customers are sharing their own experiences of the service and support they have received, providing an important measure of how the brand’s after-sales strategy is translating into the real-world ownership experience.
Craig Sacke, who bought a Jetour T2- iDM earlier this year, says his experience with the brand so far has been fantastic, from dealings at head office to Jetour Northcliff dealership.
Bradley Naicker’s experience with this Jetour X70 Plus 1.5T Deluxe, has also been very positive. He says he was genuinely impressed when a minor technical query relating to the powertrain was escalated to the after-sales team. Both the Regional Service Manager and Dealer Principal were personally involved to ensure that the matter was fully addressed and that he was completely satisfied with the outcome.
“While I haven't had the vehicle long enough for a scheduled service yet, it has been in at the Midrand workshop for some technical calibrations, software updates, and accessory installations. The team kept me informed throughout the process and made the entire experience smooth and hassle-free,” he says.
“The vehicle itself has exceeded my expectations, but what really stands out is the level of support from the people behind the brand. It's reassuring to know that if you ever need assistance, there are people who genuinely care and are willing to go the extra mile”.
Mpho Selowa says that he is thoroughly enjoying the ownership experience since taking delivery of his Jetour T1 Aspire.
“My experience has been outstanding so far and that every concern or query I have raised has been handled professionally and efficiently.
“What stands out most is the level of attention and care I have received. The team has consistently made me feel valued as a customer, which has contributed greatly to my positive ownership experience,” he says.
Mpho also recently took his vehicle to the Jetour Hatfield dealership for its first service. “The experience was exceptional from start to finish. The booking process was seamless, communication was consistent throughout, and the team kept me informed every step of the way. Most importantly, I felt genuinely appreciated as a customer, which made the entire experience memorable”.
For more information, go to www.jetour.co.za.
