VinFast's special after-sales policy for global car users is causing a stir not only among domestic customers but also among users around the world. For the first time, an automaker has applied a policy of direct support with vouchers or money to users if VinFast cars have manufacturing defects.
The reporter had an interview with Mr. Bui Xuan Binh - Acting Deputy General Director of VinFast Global After-Sales to clarify the after-sales policy that is considered to be superior in the current automobile market.
Mr. Bui Xuan Binh - Acting Deputy General Director of VinFast Global After-Sales
- Why did VinFast suddenly launch a special after-sales policy, with direct support for customers whose cars have problems, sir?
It is not entirely accurate to say that it is surprising. In fact, for VinFast users, the company's continuous introduction of new policies and services for the benefit of users is very familiar. These include programs giving vouchers to VinFast car users from the very first days, to special care campaigns that help replace batteries for free, giving vouchers to VF e34 car owners... In addition, there are a series of completed services that bring convenience and peace of mind to users such as mobile repair services, battery rescue...
All, although different in form of support, agree on the principle of "extremely good after-sales service" that VinFast has committed to users from the very first days. In which, the support program for VinFast car owners having problems this time is certainly an outstanding and very different after-sales policy in the current market.
- It is true that almost no car company on the market has launched a similar program. Is it because VinFast is not confident in the quality of its products, so it needs to use after-sales programs to "appease" users?
On the contrary, no promotion or after-sales program is enough to convince users if the product is not good enough. In terms of business, no business dares to commit to after-sales service for a poor quality product to take on too great a risk in terms of resources.
VinFast is no exception to these basic business principles. We announce policies, apply globally, with outstanding support levels in the market because we are completely confident in the quality of our products and services. The biggest goal, as I said, is nothing more than bringing peace of mind and ensuring maximum benefits for VinFast car users. And more than that, we want to use this special policy to fulfill VinFast's commitment to "extremely good after-sales service".
- Recently, some VinFast cars encountered software errors while operating. How has the company handled this so far?
Electric cars are extremely smart and safe, with many warning and support systems, and operational safety controls. Simply put, the car is controlled by a system of 40 computers of various types integrated together, each computer controls a function of the car and operates according to strict safety control parameters. For example, when there are factors that can affect the safety of the car such as extreme weather, unusual driver actions, etc., the car immediately switches to limited speed mode (limp home). Or when the temperature is higher than the specified level, the air conditioning system immediately switches to cooling priority for the battery system, resulting in the car cabin not being cool enough. As soon as these problems were discovered, we focused on researching, adjusting, and updating the design of control software and related components, and after only 2-3 weeks, we released the software and vehicle upgrade plans. Up to now, we have resolved most of the problems on the cars that have updated the software.
- In your opinion, why don't other car manufacturers on the market launch customer support programs similar to VinFast? Is VinFast trying to stand out to attract customers?
I don't know why they don't launch a policy like this, but VinFast launched this policy because we are very confident in the quality of VinFast cars, and it is also a testament to the spirit of always being for customers, aiming for excellent after-sales service as committed.
VinFast's philosophy is "Putting customers at the center", so the only thing we pursue is how to improve our services more and more, how to ensure the maximum benefits for users. We believe that users, regardless of the market, will see our efforts and have a correct assessment of VinFast's way of doing things.
Thank you!
According to vtc.vn
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