AT THE WHEEL. 30 Volkswagen

Transcription

1 AT THE WHEEL 30 Volkswagen

2 All roads covered A service is not just a service it s a continuation of a commitment to customer satisfaction. When you purchase a Volkswagen you become an integral part of the family By Haley Harvey Garry Black / Masterfile After-Sales Service area of Volkswagen of South Africa has The the primary task of supporting its Dealerships so that they in turn can provide timeous, efficient and cost-effective customer service, says Frans Nortje, General Manager of Volkswagen After-Sales Service. Frans notes that servicing is a must: Regular servicing, by an authorised Dealer, keeps your vehicle in a safe and roadworthy condition, and also ensures you that potential problems are discovered timeously, before small faults develop into serious defects. For the Dealers, the emphasis is on securing optimal customer satisfaction and Volkswagen of South Africa has put in place several initiatives and products to support the Dealers and benefit you, the Volkswagen owner. EXPRESS SERVICES Volkswagen offers while-you-wait servicing at select Dealerships. Recently launched, this Volkswagen 31

3 MASTERFILE / MASTERFILE Volkswagen places great emphasis on customer satisfaction, and is committed to quality service. is yet another way that Volkswagen provides thoughtful and convenient benefits to its customers. Express servicing applies only to normal services and/or minor repairs as stipulated on the Volkswagen website. For more information or to locate your nearest Express Service Dealership go to WARRANTIES The standard warranty on Volkswagen vehicles is three years or km (whichever comes first). In order to keep the warranty, customers must service their vehicles at trained, wellequipped Volkswagen Dealerships. There s a very high loyalty factor of customers staying with their Volkswagen Dealership for services beyond the warranty period because they offer price-competitive, quality services. AUTOMOTION PLAN This is a comprehensive five-year full maintenance plan that covers services, wear and tear and repairs that are outside your regular three-year warranty period. This cover is a major advantage as general wear and tear cover is usually excluded from a vehicle s warranty. General wear and tear includes mechanical and electrical elements, as well as parts such as clutches and brakes. Excluded from the plan are repairs resulting from accident damage these are insurance issues rather than maintenance and are thus not covered by the plan. AutoMotion runs concurrent with the general vehicle warranty, giving additional cover for servicing and wear and tear, and then continues to cover the vehicle comprehensively once the standard three-year/ km warranty expires. The duration of the AutoMotion plan varies from model to model. It is optional on the Citi, Polo, Polo Classic and Caddy ranges. The five-year/60 000km AutoMotion plan is standard on the Golf, GTI, Jetta, New Beetle, Touran, Sharan, Kombi and Caravelle ranges. The R32, Passat, Eos and Touareg are covered for km as standard under the AutoMotion plan. Extensions to the standard period of the AutoMotion plan are available to Volkswagen owners through their Dealers. CUSTOMER INTERACTION CENTRE Volkswagen places great emphasis on customer satisfaction, and is committed to quality services. It was with this in mind that the Customer Interaction Centre (CIC) was created to extend the ears and hands of Volkswagen. The CIC offers customers three primary services: roadside assistance, general enquiries (products and Dealer network) and customer care (compliments and complaints). It is also active 32 Volkswagen

4 with outbound campaigns, such as contacting new Volkswagen owners to welcome them to the brand and verify their details. Ultimately, it facilitates communication between customers, Dealers and the manufacturer itself, allowing customers to be heard directly by Volkswagen of South Africa. Launched a few years ago, the CIC is based at the Volkswagen of South Africa headquarters in Uitenhage. It has 62 staff members, who are committed to providing superior customer service and solutions, and maintaining benchmark service levels. The CIC can be contacted on It is open from 08h00 to 16h30 Monday to Friday for general enquiries and customer care. The roadside assistance service operates 24 hours a day, 365 days a year (on the same number). APPROVED MOTOR BODY REPAIRERS Volkswagen has specifically endorsed a selection of Motor Body Repairers to work on Volkswagen vehicles. These Volkswagen Approved Motor Body Repairers have met a set of stringent measures, including substantial investments in their facilities and equipment. This way, vehicle repair standards are kept high and there is confidence that Volkswagen vehicles will be repaired correctly, professionally and to set criteria. These world-class standards, set more than a decade ago, were recently revised, and they remain a benchmark in the industry. Peace of mind aside, the Motor Body Repairers standards of excellence are in the interests of both Volkswagen and customers when repair work might affect the 12-year anti-corrosion warranty, which comes standard with certain models. Approved Motor Body Repairers have a formal binding agreement with Volkswagen of South Africa. Amongst other criteria, they agree to: perform all body and paint services in accordance with the guidelines specified by Volkswagen of South Africa; use only genuine Volkswagen parts for all repairs (if the warranty offered by the manufacturer or importer has not expired); guarantee that all work performed shall be free of defects in material and workmanship for a period equal to the body warranty; and guarantee that paintwork will be free from defects for a minimum warranty period of three years. A list of Volkswagen Approved Motor Body Repairers is included in this magazine, for your convenience. Alternately, visit to find your closest Motor Body Repairer. INSURANCE Volkswagen offers a range of tailored Volkswagensure insurance products to suit your needs and your lifestyle at competitive rates. Volkswagensure offers hassle-free claims using a paperless claims service, voice logged technology (to ensure quality and efficient service) and simple, easy-to-read policy terms with no small print. Volkswagensure Comprehensive Insurance affords a number of benefits including the cost of repair of your vehicle in the event of accidental damage, the maximum indemnity in terms of your policy for total loss (including stolen or hijacked vehicles), emergency repairs, free repairs to glass/windscreen chips or cracks, cover for loss or damage to locks and keys, and cover for specified sound equipment. Volkswagensure Shortfall Plus (Platinum Product) is an extension to your motor vehicle comprehensive policy, providing benefits that your comprehensive policy is unable to offer. These benefits extend to both private and business use of your vehicle. Specific benefits include bodyline maintenance cover, cover for violation of policy conditions, deposit protection, personal accident cover and a loyalty bonus, for both private and business vehicle use. Volkswagensure Shortfall Plus (Gold Product Loyalty Bonus) is another extension product. Benefits include bodyline maintenance cover, cover for violation of policy conditions, personal accident cover, a loyalty bonus and shortfall cover. The Volkswagensure Client Protection Plan is available to cover your financial obligations Volkswagen 33

5 WHY SERVICE AT A FRANCHISED VOLKSWAGEN DEALER? Franchised Volkswagen Dealers use service equipment specially developed for your car. The trained mechanics have continuous access to an extensive Parts Service. Only genuine parts, which carry a 12-month parts and labour warranty, are used. Service procedures incorporate the Standard Services, ensuring that your car will operate safely and economically, and retain its value due to its valid service history. The Exchange Parts Programme, genuine accessories for your car and Car Care products are part of the deal. The vehicle data in the service schedule ensures that you will always receive the correct parts. in certain extenuating circumstances. Three protection plans are available: The Platinum Product provides financial protection in the case of death, temporary or permanent disability, dread disease, certain medical conditions or retrenchment. The Gold Product benefit includes cover for death and temporary or permanent disability, while the Financial Crisis Benefit (FCB) covers everything the Platinum Product does, as well as protection cover following the death of your spouse, birth of your child (requiring incubation for a minimum of two weeks) and hospitalisation (continuous period of more than two weeks). Call for further information on Volkswagensure. VOLKSWAGEN ALERT/ALERT PLUS Another value-add is the 24-hour roadside assistance, linked to the warranty. In the event of an emergency an alert vehicle and technician are dispatched by the closest Volkswagen Dealer and the problem is fixed at the roadside. If the problem is of such a nature that it can t be fixed at the roadside, the vehicle will be towed to the nearest Volkswagen Dealer and the Dealer will transport you and your passengers to a place of safety. The owners of new Volkswagen vehicles purchased after 1 May 2006 are all covered by the Alert benefits for a period of three years or km, whichever comes first. Owners of the Touareg, Eos, Passat, Caravelle or Sharan purchased after 1 May 2006 qualify for the premium Alert Plus programme that offers coverage over a period of five years or km, whichever comes first.. In the unfortunate event of you requiring roadside assistance, contact Volkswagen Alert on (toll free) or Volkswagen Alert Plus on (Sharecall). The Alert/Alert Plus representative on duty will require specific details of the vehicle and the situation at hand. Most importantly, your vehicle model and VIN (chassis) number will be required. For more information on Volkswagen Alert/Alert Plus visit For more information about any of these products or services offered by Volkswagen, visit or contact the Customer Interaction Centre on The service schedule also contains detailed service requirements for your vehicle instructions to mechanics are included. The return of these completed instructions with your invoice is the mechanic's acknowledgement that the listed steps in the Standard Service have been undertaken. The stamped stub in the book is confirmation of your service proof of uninterrupted service is a pre-requisite for future warranty claims and helps in upholding the resale value of your Volkswagen. Regular servicing by an authorised Dealer keeps your vehicle in a safe, roadworthy condition. Potential problems are discovered early. (Adapted from the Volkswagen website) 34 Volkswagen