Volkswagen Group Malaysia (VGM) will now centrally manage a streamlined process for Extended Warranty Programme (EWP) claims with immediate effect. This new approach will see VGM cooperate with its insurance partner and authorised dealer network to ensure a faster processing time and “seamless customer experience” on all warranty claims.
“We at Volkswagen are committed to continually improve our customer service standards to be one of the best in the industry. This optimisation of our EWP process is the next step that we are embarking on in order to ensure the vehicle maintenance process at our authorised service centre network is tailored according to our customers’ needs,” said Christoph Aringer, MD of VGM.
VGM and its insurance partner also announced today a 1,500 km goodwill allowance extension for service intervals. This means that should owners exceed the manufacturer recommended service interval mileage of every 15,000 km (or one-year, whichever comes first) by 1,500 km (max every 16,500 km), their warranties will remain intact.
“These adjustments to VGM’s warranty and servicing programme policies are part of our efforts to accelerate customer satisfaction. At the end of the day, we want to ensure that our discerning customers have more efficiency, flexibility and convenience when servicing their vehicles,” the newly-appointed Aringer added.
This latest development comes after a recently announced extension of dealer operation hours, and in response to dissatsifaction raised by a number of customers on service/warranty issues. Recently, a group of disgruntled VW owners picketed in front of VGM’s headquarters regarding the matter.
Customers can now service their vehicles seven days a week at 20 VW service centres. In addition, opening hours at selected SCs in the Klang Valley will be extended to 8am-8pm, and technical teams will operate in double shifts on weekdays. Click here for more info.