Volkswagen aftersales services steps into the digital world

KUALA LUMPUR: Volkswagen Passenger Cars Malaysia (VPCM) lives by the principle of “digital first” and this is truly evident from its step towards digitizing the aftersales service, which were offered only through conventional mode. In view of the global pandemic that the world is facing, the digital aftersales service is here to offer sale, professional aftersales care to its owners with Online Service Booking and Service Cam services. The digitization of aftersales service shall offer the convenience of booking an appointment from the comfort of sitting at home. Customers shall receive real-time status, updates of their repairs, and other services. Also, in an interesting offer, owners who have owned the vehicles for more than five years will be given a special discount on shock absorbers and brakes.

The Online Booking service is made available on both desktop and mobile, the process is easy and convenient as customers just need to select their preferred dealership, preferred date and time, key in their vehicle details. A dedicated aftersales advisor will be tagged to your order and he/she shall be in touch with you post the appointment is confirmed. 

Another interesting service feature is the Service Cam, which allows flexibility and convenience with the most advanced level. Owners can now send their vehicles to the store but do have the option of getting a detailed walkthrough and make informed decisions about the repairs and other services. The feature completely rules out the need to be physically present at the store, while still making the owners feel that they are digitally being made part of each repairing process. Any additional repair work or replacement of a part that is needed is sent via video link to the customer, together with an e-quotation so that the customer can make an informed decision. Once the vehicle is ready, any explanation of the invoice followed by vehicle handover will also be done via Service Cam. The customer will be able to make an electronic payment and collect the vehicle.

All Volkswagen dealerships have taken strict steps to implement precautionary guidelines set by the Malaysian Government to ensure the safety and peace of mind of Volkswagen customers. Moving towards digitalizing aftersales work is just another step towards assurance to customers to ‘return’ to Volkswagen dealerships in the ‘new normal’, by being at the safety of their homes.

To attract more customers, Volkswagen owners are given an option to take advantage of current aftersales promotions, which include Repair Package for vehicles older than five years. It offers RM 1,394 savings on shock absorbers and up to RM 992 savings on brakes. A warranty of 2 years is also included for customers’ peace of mind.

Also read: VW ID.3 scores 5-star rating at Euro NCAP safety test