Volkswagen Group Malaysia (VGM) released a press statement earlier today, announcing that they were centrally-managing a streamlined process for their Extended Warranty Programme (EWP), with immediate effect. This customer centric approach is in cooperation with its insurance partner and authorized dealer networks to ensure quicker processing times and a more seamless customer experience for all warranty claims.
According to recently appointed Volkswagen Group Malaysia Managing Director Christoph Aringer, “We at Volkswagen are committed to continually improve our customer service standards to be one of the best in the industry. This optimization of our Extended Warranty Programme process is the next step that we are embarking on in order to ensure the vehicle maintenance process at our authorized service centre network is tailored according to our customers’ needs.”
Kicking things off was a 1,500km allowance extension of the corridor of goodwill; good news for many existing customers who have been unable to get a slot allocation for service. The recommended service interval mileage was set at 15,000km or 1 year, whichever comes first, previously with a grace allowance of 500km. Supporting this initiative is also the extension of operating hours from 8AM to 8PM, 7 days a week, across 20 Volkswagen service centers in Peninsula Malaysia.
“These adjustments to Volkswagen Group Malaysia’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,” continues Aringer.
These latest moves underline Volkswagen Group Malaysia and their dealer network’s renewed commitment to customer satisfaction, which has seen the recent enhancement of efforts such as the dedicated Volkswagen Hotline to handle all enquiries on Volkswagen’s Extended Warranty Programme (EWP).
