Vietnamese electric vehicle (EV) manufacturer VinFast has unveiled a new after-sales policy aimed at providing support to its customers in the event of EV breakdowns. This policy, which is separate from the warranty program, will entitle eligible customers in the United States, Canada, and Vietnam to either a service voucher or cash reimbursement.
Under the new policy, VinFast has categorized the issues into three types for the US market:
- Type 1 issues: These inconveniences do not affect the vehicle’s usability. Customers experiencing Type 1 issues will receive USD 100 for each occurrence.
- Type 2 issues: These render the vehicle inoperable. In addition to roadside assistance, VinFast will provide eligible customers with USD 300 for each occurrence.
- Type 3 issues: These require a repair time of more than three days. Starting from the fourth day, customers will receive USD 100 for each additional day their vehicle is being serviced.
VinFast has clarified that if Type 1 and Type 2 issues occur simultaneously, the support scheme will cover both. Furthermore, if a Type 3 issue arises, customers will be entitled to Type 3 support as well.
For instance, if an owner of the VF 8 electric crossover experiences an unresponsive infotainment screen and a power loss, and it takes more than three days for service technicians to resolve the problem, the owner would be eligible for a minimum of $400 in the form of a cash reimbursement or a service voucher. However, the company has not specified how it will determine whether customers receive vouchers or cash.
VinFast has stated that this after-sales policy does not cover issues related to hardware upgrades or scheduled software updates, accidents, customer-induced vehicle damage, improper use of the vehicle according to the manufacturer’s instructions, or issues that cannot be replicated by VinFast.
It is worth noting that the special after-sales policy is currently not available in Europe, as VinFast has yet to commence EV deliveries in that region.
This customer-focused approach by VinFast is expected to generate increased interest in the VF 8 all-electric crossover. The VF 8, the sole model currently sold by VinFast in the US, has been described as a vehicle that requires further development, as highlighted by automotive journalist Steven Ewing in his review of the City Edition variant.
The VinFast VF 8, starting at $46,000 for the Eco version, features a dual-motor setup generating 349 horsepower, and its 87.7-kilowatt-hour battery offers a driving range of 264 miles (425 kilometers). However, the more upscale City Edition Plus variant, priced over $55,000, boasts 402 horsepower but has a reduced range of 191 miles (307 km).
VinFast’s new after-sales policy showcases its commitment to customer satisfaction and support, ensuring that EV owners receive timely assistance and compensation for any issues encountered during their ownership experience.
