Volkswagen Group Malaysia (VGM) has introduced a new after sales initiative at its dealerships called the Volkswagen Expert programme, aimed at improving the brand’s customer satisfaction. The scheme is part of the series of measures the company announced last month as a show of commitment to owners.
VGM has brought in 10 Volkswagen Experts (certified master technicians from Germany) who will provide training and development for the local after sales service staff at VGM’s dealerships across the country, as well as help troubleshoot any unresolved technical issues on customer cars.
The experts – some with as much as 25 years of experience in servicing Volkswagens – will tour selected service centres on a two-week rotation, starting in Klang Valley before moving on to the rest of the country. The move is not expected to be permanent; instead, the German technicians aim to develop the local staff to be self-sufficient, able to provide consistent higher levels of quality service independently in the long run.
“Volkswagen Malaysia will continue to invest on training and development of the technicians at all authorised dealerships to enhance the after sales service experience,” said VGM managing director Armin Keller.
“These well-trained and experienced technicians will play a vital role in providing highest standard of service to customers and support the dealerships by educating their service technicians and encouraging them to gain knowledge and purse new skills,” he added.
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AI-generated Summary ✨
Comments express frustration over VW's prolonged DSG and mechatronic issues, with many owners experiencing recurring problems despite repairs over several years. There is skepticism about VW's recent initiative to train German technicians in Malaysia, with some questioning why it took so long and criticizing the quality of local technicians. Many feel that VW's handling of problems and after-sales service has damaged its reputation, and some suggest alternative solutions like swapping in more reliable transmissions. Several commenters highlight Malaysia's challenging weather conditions affecting VW cars, particularly DSG, which they consider inherently defective. There’s also speculation that VW’s training and technical support efforts are a damage control move after years of customer dissatisfaction, with some accusing VW of negligence and poor quality control. Overall, the sentiment is mixed but mostly critical, emphasizing the need for immediate improvements and transparency.