Volkswagen Group Malaysia held a press briefing earlier today to announce plans to improve after-sales and customer satisfaction levels in the country, in collaboration with its entire authorised dealer network. The briefing did not include the motoring press, but an official statement was issued with regards to the matter.
One of the first steps in this improvement plan is to extend operating hours for service centres – VGM says that beginning from March 16, 2014, a total of 20 authorised Volkswagen service centres in Peninsular Malaysia will now be open on Sundays from 9 am to 5 pm to accommodate maintenance servicing.
The move is in response to customers’ complaints of needing a lengthy wait in making appointments to service their cars. Now, the company says that owners only need to make an appointment a “few working days” before their desired service on Sundays in order to secure an appointment with their preferred service centre.
“Customer satisfaction is an integral component of Volkswagen Group Malaysia, as it contributes directly to the growth and development of our brand locally. Based on the feedback we have garnered from our customers, we are taking steps to increase the levels of service quality and customer satisfaction in order to meet the needs and expectations of discerning Malaysian drivers,” said VGM MD Christoph Aringer in the statement.
The company also announced that it is in the midst of intensifying the professional training programmes for sales as well as after-sales staff throughout its entire dealers and service centre network.
“Whether it’s ensuring that our sales consultants have access to the latest product knowledge and after-sales support in order to engage and address our customers’ needs at the level expected of a leading global brand or equipping our after-sales teams with the skills in order to consistently and accurately diagnose and address technical issues, we at Volkswagen Group Malaysia are committed to continually raising our standards to set the industry benchmark right here in Malaysia for Malaysians,” Aringer added.
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AI-generated Summary ✨
Comments indicate that Volkswagen Malaysia is aware of the after-sales issues, especially with DSG gearbox failures, but many owners feel persistent problems and poor service have not been adequately addressed. Several suggest that VW's warranty extension efforts are insufficient, and that parts availability and service quality need significant improvement. There's skepticism about the effectiveness of their plans to enhance customer satisfaction, with owners sharing frustrations over long wait times, unfulfilled promises, and dealership attitudes. Some comments emphasize that despite VW’s promises, reliability remains a concern, and many owners have already switched to other brands like Honda, Toyota, or BMW. Overall, sentiments are largely negative, highlighting a need for genuine service improvements and credibility rebuilding.