Volkswagen Passenger Cars Malaysia shared its performance review for 2017 at a media roundtable session today, revealing its sales figures for the year prior. The company, which became the official distributor of Volkswagen vehicles in Malaysia in September 2016, also gave us some insights into its after-sales improvements as well as future plans (the facelifted Golf is one of them)
In 2017, VPCM managed to shift 6,536 Volkswagen vehicles to customers, with 94.5% of them being locally-assembled models. This represents an 8.1% growth from 2016, with just one major product launch in the form of the Tiguan SUV. Based on preliminary sales figures, VPCM says its market share stood at 1.3% as of December 31, 2017.
Moving away from sales figures, the company highlighted its efforts to improve the after-sales experience for customers. This includes constantly evaluating its sales and after-sales core processes, monitoring dealer network performance and administering improvements via coaching, training and dealer incentives.
These efforts appear to be fruitful, with improved scores in both sales and after-sales according to Volkswagen AG’s Customer Experience Management system. The 2017 Malaysia Customer Service Index (CSI) Study by J.D. Power also sees Volkswagen climb to fifth spot from eighth in 2016.
Florian Steiner, managing director of VPCM for after-sales, information technology and finance, also shared that service centres were sometimes tested by “mystery shoppers,” who bring in cars that were deliberately tampered with in order to gauge the after-sales experience provided by its dealers.
He also noted VPCM is committed to transparency when it comes to after-sales, and has even uploaded service pricing guides for all models on sale. This way, potential buyers are able to find out what maintenance has to be performed on a Volkswagen, and how much they will cost. Lest we forget, VPCM also introduced a free three-year or 45,000 km (whichever comes first) maintenance programme for all its models registered from the start of 2018.
Going forward, the company will step up aftersales customer and dealer engagements so both parties are well-informed, and to ensure customer inquiries are handled quickly and more efficiently, plus many more.
Ensuring parts availability is another important aspect being focused on, and the current Asia-Pacific regional after-sales centre in Singapore has 95% of parts available. As reported earlier, the after-sales centre will be moved to Tanjung Pelepas, Johor Bahru in Malaysia in 2018.
We now have a timeline on when this will take place, which is September this year, and the new location will allow for faster supply of parts to 28 markets in Southeast Asia. Furthermore, directly-connected dealerships in Singapore and Malaysia will now receive two deliveries daily, with the goal of reducing vehicle downtime.
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They will see another 20% growth if they drop their price another 25%. Which is more in line what the cars are actually worth.
VW in Malaysia is very arrogant. They price their cars like BMW and Mercedes.
In Europe, Passat for example is a cheapo car. Mainly used by Mini Cab drivers in the UK. But in Malaysia, at RM180k….totally defies logic.
Cannot blame VW Malaysia. They see other cars also expensive, they also jack up the prices. It boils down to the fact that Malaysia has the most expensive car prices in the world.
I forgive you for your ignorance on our nation’s import tax structure.
Drop DQ200 DSG 7-Speed DRY, this action alone immediate solve >50% of current VW issues… What are you waiting for…?
Not all DSQ 7 speed is dry clutch. The new VW 7.5 DSG 7 speed is a wet clutch system. Study first, then talk. Btw all dry clutch systems made for all companies in the world including Honda and Toyota has issues with hot weather scenario. Not just VW.
Direct translation to 8% growth in pre-reg garage
Always buy 2 year old VW. Passat after 2 years become RM90k. Half price.
hahahahhaha. joke ah bro?
if this is the case, care to draw a complete from import to sale in Malaysia price. lets c your logic bro. In germany Mercedes are used as taxis, so E-Class should be priced as Corolla? typical chinaman thinking. know how to say others expensive but when it comes to own business margins are like 300%.
Hehehe. Hits the nail squarely there. Nice one bro!
Sohai DQ200 have reliability issues, very short life span…
DSGgate & Dieselgate no impact to mighty VGM..
VW malaysia sold 13,003 unit in 2012 which was the best year they ever had, VW was the best selling conti car in 2012. And then they were plague with DSGgate, poor after sales which have pull down their sales for so many years.. Msian are not stupid..
Msian are not stupid… after 60 painful years
toyota used to sell close to 80,000 cars… now about 60,000… same la.. in the end, every brand got its up n down.
toyota + perodua =
Need to improve on the QC. creaking doors, steering rack knocking and absorbers clanking on bumps.
Same goes for most brands out there to be honest
How VW got out of the dieselgate mess
https://www.ft.com/content/a12ec7e2-fa01-11e7-9b32-d7d59aace167
They still CANT beat their best ever 12,000 units sold in 2012.. I was one of the 12,000 units
Days of Polo TSI/GTI, Golf TSI/GTI, Passat, CC, Scirocco, Tiguan, Sharan and Cross Touran. These are the true VW cars… way before they introduce the Polo Vento MPI
Please improve your after sales service, drop your dodgy DSG to torque converter (like US), remain your great TSI engine, reduce the price of your parts.
I love to buy a VW again but until reliability and aftersales are improved.
Once bitten, twice shy.
Every carmaker in Malaysia is reporting increase in SALES; Honda, Perodua, VW…. are there are complains of high cost of living and GST? I am those that are pulling the belt tighter and tighter. Where do these people get the doughs…. please share.
Yet discounts like durian runtuh. Ready stocks now for all brands. Only toyotangiving 2k disc hahahaha.
Wonder wonder.
Find a better job. Upgrade urself to be more marketable & expand ur networking. Gig economy can oso be very profitable.
Buy P2 better. Reliable and parts are affordable and easily found. Service and maintenance cheap as chips.
Easy to let go…..with many buyers around.
will upgrade P2 to VW Super Turbo. Supercharged + turbocharged^^
Only in malaysia where volkswagen cars are priced as competition with Bmw and mercedes.
which model can i ask? please enlighten me. you seem to have much experience.
Golf R
Then Honda also selling at Merc n BMW price bcos of their Civic type R.. lol
Golf R is priced more expensive even in Europe. Cause it is a much better car to the Merc A and BMW 1 series.
Which BMW selling at RM80k? You think we are lulu? Lol
Finally sold both my MK 7 GTI n MK 6 TSI Golf . Both got DSG issues . Please get rid of the DSG once and for all .
Tak payah pening, tak payah fikir. Beli aje honda perodua…
Liar liar, pants on fire
try pricing the polo the same price as the Myvi, surely Myvi cannot sell already.
does VPCM actually read paultan? if they do they will need to take action immediately to rectify the issues. otherwise they will go into oblivion!
Most who complains about VW dun ekceli owns a VW…
I believe there are lots of VW salesman lurking in here….trying very hard to damage-control their soiled reputation…..by giving lots of fake praises and lots of fake complements…Syoik sendiri….