Volkswagen announces extended service centre hours

Volkswagen announces extended service centre hours

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Having enjoyed soaring sales for three continuous years from 2010 to 2012, Volkswagen Group Malaysia in more recent months have been besieged by serious customer dissatisfaction on the quality and reliability of their vehicles. The numbers paint a telling picture – Volkswagen sales went down from 13,003 units in 2012 to 9,538 units in 2013.

Many complaints centre around high failure rates of the 7-speed dry clutch DQ200 DSG transmission used in various models powered by Volkswagen’s highly-advanced turbo and twincharged TSI engines. The perceived ineffectiveness of VGM and its network of dealers in addressing this problem has led to a lot of bad press and even worse word-of-mouth testimony that is returning to hurt the brand’s sales.

Today, VGM announced plans to arrest this unfortunate decline, releasing a statement to announce that 20 authorized service centres of the brand will open on Sundays from 9:00am to 5:00pm beginning this weekend. The statement also emphasized that improvement of customer satisfaction has been made into a new strategic focus of the company moving forward.

The statement also noted that customers seeking to make use of these extended hours only need to make appointments several working days ahead of time with their preferred service centres.

Newly-appointed Managing Director of Volkswagen Group Malaysia Christoph Aringer mentions, “Customer satisfaction is an integral component of Volkswagen Group Malaysia, as it contributes directly to the growth and development of our brand locally. Based on the feedback we have garnered from our customers, we are taking steps to increase the levels of service quality and customer satisfaction in order to meet the needs and expectations of discerning Malaysian drivers.”

In a joint effort with its dealers, VGM will also intensify training programmes offered to sales and after-sales personnel representing the brand throughout the country.

“Whether it’s ensuring that our sales consultants have access to the latest product knowledge and after-sales support in order to engage and address our customers’ needs at the level expected of a leading global brand or equipping our after-sales teams with the skills in order to consistently and accurately diagnose and address technical issues, we at Volkswagen Group Malaysia are committed to continually raising our standards to set the industry benchmark right here in Malaysia for Malaysians,” added Mr Aringer.

The authorised Volkswagen service centres which will be open on Sundays as part of the after-sales campaign are as follows: –
1. Volkswagen Georgetown 04 2826 333
2. Volkswagen Glenmarie 03 5567 0691
3. Volkswagen Ipoh 05 5063 133
4. Volkswagen Jalan Ipoh 03 6259 6669
5. Volkswagen Juru 04 5022 999
6. Volkswagen PJ 03 7960 0801
7. Volkswagen Sungai Besi 03 9236 2929
8. Volkswagen Skudai 07 237 9301
9. Volkswagen TTDI 03 7725 3303
10. CNB Auto Sdn Bhd (Klang) 03 3318 8526
11. CNB Auto Sdn Bhd (Old Klang Road) 03 7983 3226
12. CNB Auto Sdn Bhd (Tebrau) 07 3617 860
13. F.A Wagen Sdn Bhd (Alor Setar) 04 7301 846
14. F.A Wagen Sdn Bhd (Sg. Petani) 04 4411 006
15. Hicom Auto Sdn Bhd (Bayan Baru) 04 6408 808
16. Hicom Auto Sdn Bhd (Cheras) 03 9074 3702
17. Hicom Auto Sdn Bhd (Seremban) 06 6321 551
18. MHV Autohaus Sdn Bhd 03 4026 9200
19. N3 Auto Sdn Bhd 06 2822 422
20. Swire Motor Sdn Bhd (Puchong) 03 5882 7288

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