Mahan: Why Carloha’s After-Sales Model Is Redefining Auto Ownership in Nigeria

Bennett  Oghifo

Carloha Nigeria, the authorised distributor and assembler of Chery vehicles in Nigeria, has been awarded the “Most Outstanding After-Sales Car Company in Nigeria 2025” by the Nigeria Auto Journalists Association (NAJA), one of the industry’s most respected and discerning bodies.

General Manager, Marketing

Carloha Nigeria, Felix Mahan said, “This recognition did not come as a surprise to us at Carloha; rather, it serves as a strong affirmation that our commitment to redefining vehicle ownership in Nigeria through an unprecedented after-sales model is delivering real impact and has earned the acknowledgement of even the most critical industry observers.”

Mahan said, “In a market long challenged by fragmented service networks, rising maintenance costs, and inconsistent customer experiences, Carloha is redefining what it means to own a vehicle in Nigeria. More than a vehicle distributor, the integrated automotive and mobility company is setting new industry benchmarks through a robust after-sales model built on transparency, accessibility, and trust.”

For decades, Nigerian vehicle owners have grappled with unclear service pricing, poor service delivery at independent garages, limited access to genuine spare parts, and minimal post-purchase support. These challenges have not only increased the cost of ownership but also eroded confidence in formal automotive channels.

Carloha is addressing these gaps head-on with a customer-first after-sales strategy designed to deliver worry-free, predictable, and value-driven ownership, he said.

A Customer-Centric After-Sales Vision

At the core of Carloha’s approach is the belief that vehicle ownership should be empowering rather than stressful. This philosophy has shaped a comprehensive after-sales ecosystem that supports customers long after purchase.

Nationwide Service Accessibility

Carloha has invested in a growing national servicing network comprising owned and collaborative service centres staffed by certified local and expatriate technicians and equipped with modern diagnostic tools. From Lagos, Abuja, Ibadan, Kano, and Port Harcourt to emerging urban centres, customers can expect consistent service standards and quality nationwide.

CarlohaCare 6-6-7 for New Chery Vehicles

A standout feature of Carloha’s after-sales offering is the CarlohaCare 6-6-7 service package. With the exception of the Himla model, every Chery vehicle purchased from Carloha comes with a 6-year warranty, 6 years of free service, covering labour and parts, and a 7-day repair promise, with a courtesy car provided if repairs exceed the stipulated 7 days.

This industry-leading package removes uncertainty around maintenance costs, eliminates surprise bills, and delivers true peace of mind for owners.

CarlohaCare for Pre-Owned Vehicles

Carloha has also redefined confidence in the pre-owned vehicle segment with CarlohaCare for Pre-Owned. Every vehicle undergoes a rigorous 149-point inspection to meet strict functional and aesthetic standards. In addition, customers enjoy a 3-month warranty, uncommon in the pre-owned market, and a 7-day repair promise, reinforcing reliability and trust.

Genuine Parts and Certified Quality

All Carloha service operations utilise original or OEM-approved parts, fully traceable to vetted suppliers and installed by trained technicians. This ensures vehicle safety, durability, and long-term value retention.

Proactive Communication and Support

Carloha’s after-sales care is proactive rather than reactive. Through digital service reminders, personalised notifications, and dedicated customer support, owners are kept informed and in control throughout their ownership journey.

Extended Ownership Value

Beyond routine maintenance, Carloha offers value-added services including roadside assistance, trade-in and upgrade advisory, ownership education workshops, and extended warranty options for pre-owned vehicles — all designed to extend vehicle life and ownership satisfaction.

Measurable Impact on Nigerian Car Owners

Carloha’s after-sales model is delivering tangible results across its customer base, including:

reduced total cost of ownership; shorter service downtime; higher customer satisfaction levels; improved resale values through documented service history and warranty coverage; and increased customer loyalty and referrals.

Vehicle owners no longer dread service visits; instead, they experience a seamless, supportive process that reinforces the value of their investment.

Raising Industry Standards

By prioritising customer experience and long-term value, Carloha is raising expectations across Nigeria’s automotive ecosystem. Its after-sales leadership is encouraging higher service standards, strengthening consumer trust, and accelerating the shift towards structured, reliable auto ownership.

A New Era of Auto Ownership

Carloha maintains that vehicle ownership should be a relationship built on confidence, care, and continuous value. Through its innovative after-sales model, the company is not just selling vehicles – it is building a community of empowered Nigerian car owners who see their vehicles as reliable partners on life’s journey.