The Ultimate Guide to VF 9’s “Thoughtful Beyond Expectations” Customer Care Policy

VinFast’s “Perfect Quality” Sales Policy

Beyond its class-leading performance, the VF 9 is winning over car owners with its unparalleled after-sales policies. The latest example is the special care policy for “elite car owners,” introduced by VinFast in June 2024.

This policy offers a range of exclusive benefits, including a commitment to repurchase VF 9 vehicles at up to 93% of their value for customers looking to upgrade to a newer model, and a repurchase guarantee of up to 90% of the vehicle’s value. VF 9 owners also enjoy prioritized services, such as dedicated VF 9 service advisors and excellent technicians. If requested, the company also provides free vehicle pickup and delivery within a 30-km radius from the service center.

Additionally, VF 9 owners are entitled to benefits from the campaign, “Vibrant Vietnamese Spirit – For a Green Future.” These include two years of free charging, free parking for up to five hours, and prioritized parking at locations within the Vingroup ecosystem.

These “super VIP” policies not only delight car owners but also impress experts in the field of premium products and services.

Ms. Do Hoa Thom, CEO of DFY Global, applauds VinFast’s policies for VF 9 owners.

Commenting on VinFast’s policies, Ms. Do Hoa Thom, CEO, and luxury product marketing expert at DFY GLOBAL, a company specializing in distributing premium Japanese teas to high-end hotels in Vietnam, acknowledged that these policies are unprecedented in the market.

According to Ms. Thom, any product needs to meet certain criteria to be sold, including product quality, service quality, or after-sales quality. However, for the premium segment, all these criteria must be meticulously refined to ensure that customers receive a perfectly refined product.

This is why she highly appreciates VinFast’s special policies for its flagship electric vehicle, the VinFast VF 9.

Putting Yourself in the Customer’s Shoes to Provide the Best Services

From a business perspective, Ms. Thom believes that customers expect exclusive privileges when purchasing luxury products.

“I think the key difference in selling luxury goods is always putting yourself in the customer’s shoes and wanting all customers to have access to the best products and services. VinFast has done an excellent job in this regard,” shared Ms. Thom.

Speaking specifically about VIP treatment, she noted that luxury brands in fashion, watches, and automobiles often offer their VIP customers something special. For instance, Gucci and Brunello Cucinelli are opening invitation-only stores in select cities.

Similarly, the way Rolls-Royce treats its customers is a “valuable lesson” for those in the premium business. Before purchasing a car, customers are invited to visit the company’s Goodwood headquarters, tour the assembly line, and browse a library of customized car designs by other customers. Moreover, after purchasing a Rolls-Royce, owners are entitled to numerous unique privileges.

Drawing a comparison between VinFast and VF 9, Ms. Thom pointed out that customers pay a fraction of the price of a Rolls-Royce, Maybach, or similar luxury brands but still receive exclusive privileges. “In this way, customers are being taken care of beyond their expectations,” she added.

Ms. Do Hoa Thom previously held a senior management position with a large Japanese corporation. She then returned to Vietnam to become the CEO of G-Watch, a luxury watch retailer. She is currently the luxury product marketing expert at DFY GLOBAL.