Exceptional After-Sales Experience Beyond Expectations
Recently, the story shared by Mr. Ho Ngoc Tung, a VF 5 owner, on the VinFast electric vehicle user forum has garnered significant attention from the community. His firsthand experience at the VinFast Phan Trong Tue service center in Da Nang not only left him satisfied but also made a lasting impression of the high-quality after-sales service provided by this Vietnamese automaker.
According to Mr. Tung, his VF 5 experienced rapid battery drain when the charge dropped below 30%. Upon bringing the vehicle to the service center, technicians promptly inspected and identified the issue as a battery system malfunction. The battery was then removed and sent back to the factory for warranty-covered checks and repairs. He was also informed that a replacement vehicle would be provided the following week.
What truly surprised him, however, was VinFast’s exceptional support policy. Due to the unavailability of a replacement vehicle in Da Nang, VinFast arranged for a VF 7 to be transported from Hanoi for his use during the warranty period. “Not only did I receive warranty service, but I also had the opportunity to experience a higher-segment model, which was a pleasant surprise. Additionally, all costs associated with the replacement vehicle and charging were waived,” Mr. Tung shared.
After the repairs, the VF 5 was returned to the customer in optimal condition. Despite the vehicle being in the workshop, Mr. Tung considered it a fantastic experience. It allowed him to test-drive the VF 7, a higher-segment model than the VF 5, and gain a clear understanding of the differences between the two vehicles.
Concluding his experience, Mr. Tung expressed his satisfaction with VinFast’s after-sales approach. “Thank you, VinFast, for your outstanding customer-centric policies. As a first-time car buyer, I feel fortunate to have chosen a Vietnamese brand,” he stated.
Redefining After-Sales Standards in Vietnam’s Automotive Market
VinFast not only leads in product innovation and technology but also consistently sets benchmarks in after-sales service, prioritizing customer satisfaction. Recently, the company’s swift and practical support for customers affected by Typhoon Bualoi (Typhoon No. 10) was widely recognized by both electric and gasoline vehicle owners.
Specifically, VinFast launched a comprehensive support program for vehicle owners in Thanh Hoa, Nghe An, and Ha Tinh provinces, the regions most severely impacted by the storm. The company offered free inspections for electric vehicles affected by flooding or driven in flooded conditions. Additionally, a VND 500,000 insurance waiver was provided for both electric and gasoline vehicles requiring insurance claims for storm-related damages at service centers.
In Hanoi, VinFast provided towing services to transport customers’ vehicles affected by the storm to non-flooded service centers, with no additional charges beyond the published policy. If VinFast’s towing services were unavailable, customers could arrange external towing and receive reimbursement from VinFast.
Many users expressed surprise and appreciation for VinFast’s quick and flexible response. “VinFast continues to roll out exceptional customer care programs, a rarity among automakers. It’s no exaggeration to say they offer the best sales and after-sales service,” remarked Dong Minh Thang on his personal page.
Beyond flexible policies, VinFast has redefined “after-sales service” with unprecedented initiatives in the market, including a 10-year vehicle warranty—the longest available; doorstep vehicle delivery and pickup for busy customers; loaner batteries or vehicles during repairs; and various loyalty programs and gifts. These policies not only reassure customers but also underscore VinFast’s commitment to placing customers at the heart of its operations.
Furthermore, VinFast’s impressive expansion of its nationwide service network cannot be overlooked. With over 300 operational service centers—a record-breaking number in Vietnam—the dense service presence enhances convenience and eliminates concerns about electric vehicle maintenance and repairs.
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