Customer Information Session - Everything · PDF fileFor DSG, after the 5 year ... Training Academy both Sales and After Sales ... • Volkswagen offers approved additives for engine

Volkswagen Passenger Cars Malaysia

Customer Information Session

3rd December 2016

Topics for the day….

� Introduction

� Presentation :

� Technical Improvement Updates

� Better Service in After Sales

� Digital Marketing Updates

� Questions & Answers


Technical Improvement Updates

How different is the New Jetta?

4

No Changes to Chassis & Related

SystemsChanges on powertrain in terms of

software and hardware

� New engine generation – 1.4 TSI with single charge (Turbocharger)

� No engine complaints� Latest improved mechatronic and clutch,

with no complaints

How different is the New Jetta? (Continue)

Changes on powertrain in terms of

software and hardware

Difference between current and previous?

1. New 1.4 TSI is using single charge: EA211

– 1.4 TSI (Single charge)

2. Timing belt

3. Integrated exhaust manifold

4. Exhaust gas turbo charger with electric

charge pressure positioner

5. Water cooled charge air cooler

5

We Addressed your Questions about our New 1.4 Engine..

6

What steps had been taken to reduce

turbo lag after supercharger has been

removed for this current model?

� Completely different base engine,

mechanical & systems

� Single charge (using Turbocharger)

_________________________________

� Improvement for twin charge engine:

Fitted with new robust pistons and

engine block. The piston issue is

resolved after this improvement. No

failures after the improvement.

_________________________________

There was engine failure in the twin

charged model, what improvement

had been implemented so far on this

current 1.4 TSI?

� Compact design for high torque at low

speeds and fast response (short path

– built in exhaust manifold)

� Compact design of charge air system

– in smaller volume = fast required

charge pressure is reached

� Electrical charge pressure positioner

for waste-gate thus control charge

pressure much more precise

� Dual variable valves timing system

(Intake and exhaust valve)

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Any drawback on forced feed volume on the current turbo charger?

� There is no drawback. Compact charge air system has

been designed to have required charge pressure faster.

We Addressed your Questions about our New 1.4 Engine..

Updates on DQ 200 – 7 Speed DSG

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Any change on the current 7 speed DSG?

� More robust redesigned/improved

mechatronic.

� New clutch lining material and

software has resolved the

juddering symptom.

Any deficit on performance if there is software change?

� No deficit in performance.

However driving characteristics

could change.

Updates on DQ 200 – 7 Speed DSG

9

Is there any significant improvement on the reliability of mechatronic after using mineral

based oil?

� Yes, failure rate has drastically

reduced by 90%

Mineral based oil naturally has

lower viscosity index, hence

hydraulic actuation response

time would likely be affected,

what is VW take on this issue?

� First of all, DQ200 has 2 separate oil supplies for mechatronic and mechanical gearbox

� Mineral oil is used for the mechanical gearbox and not for the mechatronic.

� The Mechatronic controls hydraulic actuation.

Updates on DQ 200 – 7 Speed DSG (Continue)

10

Is there any significant improvement on the reliability of mechatronic after using mineral

based oil?

� Yes, failure rate has drastically

reduced by 90%

Why VW wants to maintain no

change on Mechatronic fluid?

If owner wants to change, can

it be done?

� It is possible, in the event of mechatronic repairs, however there is no service interval.

� The oil in the mechatronic is a lifetime filling.

� The oil in the mechatronic is for the actuation of hydraulic components and does not work under stress conditions of a conventional automatic or manual gearbox.

� The mechanical gear oil is also possible to change/renew, however there is no service interval due to a lifetime filling.


Better Service in After Sales

We enhanced our internal processes, together with our

Dealer Partners to serve you better….

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How has your warranty conditions changed?

� Cars delivered from 1st September 2016 have 5 years manufacturer warranty, meaning 3-5 is not covered by outside provider

� Improved claim processing with the outside service provider for cars up to 31st Aug. 2016

� Cars must be serviced at authorised Volkswagen dealers and filled with VW approved engine oil. * Warranty terms and conditions apply.

� Take care to check and insist that your service book is stamped and details fully completed after a service at your preferred Dealership. Ensure that you also safely keep your service invoice for future reference and proof of service for Warranty Claims.

� Further information is available in our website www.volkswagen.com.my or you may contact your preferred VW Authorised dealer.



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VPCM has taken your concerns seriously! What happens after the 5 year warranty? Our Goodwill gesture to you on DSG….

� For DSG, after the 5 year warranty, VPCM offers an extra 2 years Goodwill for cars

produced up to December 2013 with mileage up to 200,000km. Note, Goodwill is NOT an

extended warranty! Goodwill is decided on a case by case basis. Take note, to enjoy

Goodwill your car needs to be serviced at a Volkswagen approved Dealer, with FULL

Service History.

• Covers 100% parts, with a minimal shared labour charge.

• With minimal labour charge, customer enjoys further 2 years parts warranty which covers

Parts & Labour 100% (This is a standard parts warranty, excluding Wear & Tear items for

all cars serviced and repaired at a Volkswagen approved Dealer). This means, after the 5

year warranty, there is 2 years Goodwill, with labour cost sharing. Then a further 2 years

parts warranty on the Goodwill repair, only when cost sharing, which covers both parts

and labour 100%.

* Warranty terms and conditions apply.

Your preferred VW dealer, is able to verify if specific components are covered by Goodwill in the event of failure.



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VPCM has taken your concerns seriously! What happens after the 5 year warranty? Our Goodwill gesture to you on Other Selected Parts….

� VPCM also offers Goodwill on other selected parts, including the previous generation 1.4

Twin Charge Engine.

• In the event of you experiencing a failure, your preferred dealer will be able to check if

the part is covered, using your car VIN Number.

• Note for this program, there will possibly be cost sharing for Parts and Labour.

• Note VPCM contribution is system generated and decided on a case by case basis,

depending on whether the part is covered, years in service and mileage.

Take note to enjoy Goodwill your car needs to be serviced at a Volkswagen approved

Dealer, with FULL Service History.

Your preferred VW dealer, is able to verify if specific components are covered by Goodwill in the event of failure.

* Warranty terms and conditions apply.



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VPCM has taken your concerns seriously! What happens after the 5 year warranty? Our gesture to you for Affordable Ownership….

� Parts exchange program in place – selected items in exchange program for

affordable ownership.

� Economy Packages – Provided by your preferred Volkswagen Dealer, on

specific models for affordable ownership. Applies to cars older than 5 years

ONLY. In process of implementation and will be announced in 2017.

Beyond customer satisfaction/Better Aftersales

� 5 years manufacturer warranty

� Streamlined Service Process

� Streamlined Warranty Processes

� Training Academy both Sales and After Sales

� Local Parts hub/ shorter lead time /premium service f. Regional office

� Ability to order urgent parts

� Workshop test/Mystery Shopping

� Ongoing Dealer Qualification

� Onsite VPCM engagement

� Dedicated Customer Care Team

� Goodwill on selected components

� Use of EKG Tool for DSG Healthcheck

� Service checklist in process of being uploaded to our website16



Beyond customer satisfaction/Better Aftersales

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• In general we will carry out the Health check at each interval service.

• Customers with DQ200 cars produced up to December 2013, can also

contact your preferred Dealer outside of the normal service, should you

want the DSG Health Check done.

• Note the DSG Health Check can be done once per VIN number and is

logged in our online system.

• The Check using the EKG takes 2-4 hours (depending on 3G Speed).

• All cars produced up to December 2013

• With DSG 7 speed DQ 200

Receive an EKG „Health check“ free of charge

Note: Unauthorised software update will influence the clutch caracteristic and lifespan

EKG? What is this? Similar to an ECG measuring your

car DSG behavior………..

Beyond customer satisfaction/Better AftersalesAdditives:

• Volkswagen offers approved additives for engine oil and fuel. This is not mandatory. We

encourage customers who wish to use additives, to use the Volkswagen approved additive.

Your preferred dealer is able to help you with further information.

Does the DQ200 Mechatronic have the latest updates if replaced?

• Yes, latest level software version and latest technology

Shared Service Platform:

• We are in the testing phase at the moment and rollout is expected end 2017.

Service Checklist:

• We will upload the Standard Service Packages to our website for ALL model and engine

derivatives. Expected completion January 2017.

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Other Helpful Information based on your Questions…...

Recommended practice to take care of the carFuel Saving Features Safety Features

To add On – The VW Features for your delighted

driving experience…..

Engine Start Stop Regenerative Braking

TSI Engines DSG

MQB Platform

Multi Collision Brakes

Electronic Stability Control (ESC)

6 Airbags

MQB Platform

Lane Assist

Rest Assist

Intelligent Crash

Response System (ICRS)

LED/Xenon with Adaptive Lighting

ISOFIX


Digital Marketing UpdateDecember 2016

Get ready for a complete website refresh

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Volkswagen wants to celebrate your VW stories!

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Tag us on any of our channels so that we can celebrate

your VW moments with you

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Coming soon…

Customer stories platform to

gather and share my stories

from you.

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It is our mission to provide you better customer servicePlease reach out to us on our official channels for support

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1800-88-8947 info.vw.com.myDealer Network


THANK YOU

Documents

Customer Information Session - Everything · PDF fileFor DSG, after the 5 year ... Training Academy both Sales and After Sales ... • Volkswagen offers approved additives for engine