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Last week in Hanoi, VinFast announced a special limited-time after-sales policy, applied globally to customers using the company's cars.
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Accordingly, customers who buy and rent VinFast cars will receive direct support for incidents arising from manufacturer errors. The policy is applied from June 15, 2023 until VinFast has further notice.
Outstanding after-sales service…
With the motto of "Extremely good after-sales service", in addition to the committed maintenance and repair services, VinFast decided to apply an after-sales policy that surpasses market practices to bring customers a secure experience and maximum satisfaction during the use of VinFast cars.
In particular, all incidents arising from manufacturer errors will be thoroughly handled by VinFast at the factory, and customers will be directly supported with service vouchers or cash depending on the error group and limit of each market.
Specifically, VinFast classifies errors into 3 main groups of cases as follows:
- Case 1 is the error that the vehicle can still move but causes inconvenience to the customer. If these errors occur, the customer will be supported 1,000,000 VND/vehicle.
- Case 2 is when the vehicle cannot be moved and needs to be towed to a service workshop. In addition to paying for all rescue and repair costs, VinFast will support customers with VND 2,000,000/vehicle.
- Case 3 includes repairs lasting more than 3 days. From the 4th day onwards, customers will be supported with 1,000,000 VND/day. The number of days is calculated including Saturday and Sunday on the principle that 1 day is counted as 24 hours.
If errors in case 1 and case 2 occur at the same time, a support level will be applied for both cases. If case 3 occurs, the customer will receive an additional corresponding support level in addition to the support level applied to case 1 or case 2.
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The error groups will be identified by experts at VinFast service workshops and notified to customers. Payment will be in the form of after-sales service vouchers or money via bank transfer or check. Support levels do not include VAT or equivalent taxes.
The above support levels do not apply to hardware upgrades and software updates as announced by the manufacturer; modified vehicles, vehicles repaired due to accidents; vehicles not under warranty, not maintained, not repaired by the manufacturer and not used in accordance with the manufacturer's instructions; or not updated to the latest software as officially announced by the manufacturer.
The support policy will also not apply in cases where the fault cannot be reproduced at the service workshop or the vehicle cannot be proven to be defective. In addition, the number of days the vehicle is kept at the workshop due to the customer not coming to pick up the vehicle after being notified will also not be eligible for support.
“Customer first”…
VinFast's special after-sales policy is applied for a limited time and is not part of the warranty policy. The policy will be effective in the US, Canada and Vietnam markets from June 15, 2023 and will be applied in the European market when VinFast officially delivers cars to customers. Any updates related to this policy will be announced via VinFast's official website and will be applied after 07 days from the date of announcement.
After-sales policy with customer support terms that exceed all global practices continues to affirm VinFast's "Customer-centric" philosophy. This is also the company's strong commitment to customers, seriously implementing the motto "Good car - Good price - Excellent after-sales".
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