Whatever memories you may have of being a Chery owner before, things will be different when Chery returns to the Malaysian market in the near future. Apart from a totally new and modern range of models like the OMODA 5 and Tiggo Pro, sales and aftersales are promised to be top quality and in line with the global standards of the Chinese carmaker.
Chery is confident that it can deliver on this promise as its return to the Malaysian market will be handled by its own subsidiary (to be established in due course). Previously, it was on represented by a local company so it did not have direct control on how the business was run.
The direct involvement of the manufacturer is good because that is the brand owner, and therefore has the strongest interest in ensuring that the brand image is good. Some manufacturers do business at ‘arms-length’, leaving most of the marketing and aftersales activities to their local partner who may or may not be equally committed since the partner does not own the brand. With the brand owner participating (and making its own investment), there will be better guidance and direction which should benefit customers.
If your Volvo looks like it’s been through a crash test after an accident and you would like to continue using it, you can get it restored to a condition safe to be driven, certified by Volvo. Two authorized Volvo dealerships in Malaysia now have Volvo Certified Damage Repair Centres (VCDR) which can provide end-to-end high quality body repair and paint services that meet the Swedish carmaker’s standards.
The two dealerships are Federal Auto Cars (located in Glenmarie, Selangor) and Sime Darby Swedish Auto (Ara Damansara, Selangor). Malaysia is the second country in the region to have such facilities. Each facility measures 11,133 square feet and can handle up to 1,260 vehicles a year.
“We are very happy to be able to witness the milestones that Volvo Car Malaysia has achieved thus far,” said Nick Connor, Head of Volvo Cars APEC. “From the implementation of a global electrification strategy to selling the XC40 Recharge Pure Electric, here we are today, launching Volvo Car’s VCDR to further realize our vision in offering the highest standards of aftersales care to our customers. We are very happy that through the investment made by our partners, Malaysia is now the second country in the region to introduce VCDR.”
The DRB-HICOM Group – via its subsidiary, Edaran Otomobil Nasional Berhad (EON) – is venturing into aftersales services with the establishment of a joint venture with Petromin Express, a subsidiary of Saudi Arabia’s Petromin Corporation. Petromin Express is the world’s fifth largest fast-fit service brand and operates in the Middle East, Africa and is looking to new markets in Asia.
The joint-venture company, which will be 51:49 shared between Petromin and EON, is expected to commence pilot operations of the business in January 2023, with 4 outlets during the 18-month pilot run. The pilot will enable management to derive a longer strategic roadmap for the business including capital requirements for expansion.
A Petromin Express service centre in Jeddah, Saudi Arabia.
Growing sector in auto industry DRB-HICOM’s move into the automotive aftersales market in Malaysia is timely as this is a large and growing area of business, especially with the population of vehicles in use. In 2021, this sector generated revenue of approximately RM42 billion.
Modelled after Petromin’s highly successful Petromin Express outlets in Saudi Arabia, the new company aims to offer Malaysian vehicle owners a unique experience of fast-fit aftersales services with a quick turnaround time.
While the services will be offered to all vehicles, the company will be targeting vehicles aged between 5 and 10 years which no longer have warranties in effect. Such vehicles will no longer be restricted by warranty conditions and can therefore be serviced by any other company.
Kalyana Sundaram Sivagnanam, Petromin’s Group CEO (left) and Akkbar Danial, CEO of EON (right) signing the joint-venture agreement, witnessed by Dato’ Sri Syed Faisal, DRB-HICOM Group Managing Director, Dato’ Sri Syed Faisal Albar.
Complementary new business The collaboration complements DRB-HICOM’s existing and extensive automotive value chain. The group is already involved in automotive manufacturing via Proton, retails several foreign automotive brands under the EON umbrella, and also offers mandatory inspection services via PUSPAKOM.
“Petromin’s collaboration with DRB-HICOM will allow it entry into the lucrative Malaysian aftersales servicing market by partnering with Petromin Express, a well-established and trusted corporate brand in the automotive sector. Their vast know-how and operational expertise, coupled with DRB-HICOM’s market intelligence and extensive customer reach, will create an ideal synergy that will propel this partnership to great heights. At the same time, we are very excited to be offering a new, affordable and convenient service to Malaysians,” said DRB-HICOM Group Managing Director, Dato’ Sri Syed Faisal Albar.
Petromin’s businesses Besides its Petromin Express business with over 700 outlets across Saudi Arabia, Petromin has a substantial lubricants business with products exported to over 35 countries. It also operates operates petrol service stations and distributes Nissan vehicles in the Kingdom.
Commenting on the new partnership, Petromin’s Group CEO, Kalyana Sivagnanam, said: “After decades of transforming the mobility solutions landscape in the Middle East and North Africa region, Petromin is looking forward to helping in transforming and pioneering the aftersales service experience for the discerning customers in Malaysia and around the globe. We are optimistic that this relationship will yield significant impact on the market in the face of game-changing technological, economic, and societal trends.”
The Mitsubishi Motors network continues to grow in Malaysia with the opening of a new 3S Centre (Sales, Service & Spare parts) in Rawang, Selangor, recently. This brings the number of Mitsubishi Motors outlets in the Klang Valley to 16, with a total of 54 showrooms (out of which 49 are 3S Centres) and 55 service outlets nationwide.
The new outlet in Rawang is operated by Lofty Ambition (Rawang) Sdn Bhd which is not a newcomer as a Mitsubishi Motors authorised dealer. The company, which has been an authorised Mitsubishi Motors dealer since 2014, also operates three other outlets for the brand in Ipoh, Taiping, and Sitiawan in Perak.
Besides being strategically located to serve customers and Mitsubishi owners in the surrounding areas, the 3S facility is also accessible via the PLUS North-South Expressway, useful to note for travellers who may need assistance on their journeys.
Shinya Ikeda, CEO of Mitsubishi Motors Malaysia (right) with Sam Chang, Dealer Principal of Lofty Ambition Rawang.
The 3S centre consists of a 3-storey shoplot and has a built-up area of 4,000 square feet. It is designed in accordance with the Mitsubishi Motors’ brand identity and presents the brand’s global brand message: ‘Drive Your Ambition’.
Customers will be able to view new Mitsubishi models in the showroom while those who send their vehicles to the service centre can make use of a comfortable customer lounge which has complimentary wifi service. The service centre is fully equipped with the necessary tools for maintain Mitsubishi vehicles and the technicians have also been thoroughly trained for their work.
Congratulating Lofty Ambition for opening another Mitsubishi Motors showroom, Shinya Ikeda, CEO of Mitsubishi Motors Malaysia (MMM), said: “This goes to show the company’s confidence in the Mitsubishi brand, and commitment to further strengthen Mitsubishi’s presence and network in Malaysia. This new showroom is to serve our customers better in the Klang Valley as we see a huge potential for business growth, especially for the Triton pick-up truck and XPANDER 7-seater crossover.”
Mitsubishi Triton Phantom Plus, a limited edition of the popular pick-up truck.
Commenting on the business situation this year, Mr. Ikeda said that, during the first half of the year, MMM sold 12,261 cars, a 63% growth compared to the same period in 2021. “Our estimated market share is 4% and Mitsubishi Motors is retaining its position in the top three spot among non-national brands in Malaysia,” he added.
To know more about Mitsubishi Motors’ products and services in Malaysia or to locate an authorised dealer in the network, visit www.mitsubishi-motors.com.my.
Motorists are always urged to use genuine or original parts for their vehicles as the consequences of using fake parts can be fatal. Fake or counterfeit parts are typically made of poorer materials with processes that may also be inferior, which is why they cost much less. Such parts may not last as long as genuine parts at best – and could even break up or fail, causing an accident or severe damage to the engine or other parts of the car.
While there are also replacements parts for many models which are not original parts (ie with the carmaker’s branding and packaging), these are not fake. They are made by other companies and while they may or may not have similar quality and performance standards as original parts, they nevertheless would still meet certain basic standards and would be safe to use.
Counterfeit parts are parts which come in packaging that is identical to the original item, in order to mislead the customers. They would not be sold by authorised parts dealers but are still available in the open market. In recent times, there has also been a growing trade online which worries carmakers such as Mercedes-Benz.
During the pandemic over the past 2 years, sellers of counterfeit parts increasingly used online platforms and social media channels to offer their fake goods. This may have contributed to the significant increase of 6% compared to the previous year (2020) where in 2021 alone, more than 1.86 million counterfeit products were seized in over 650 raids initiated by the German carmaker.
It requires much more effort for brand protection experts to research the online trade in counterfeit products. Counterfeit goods can be placed on online platforms at very short notice and sold with the support of social media. For this reason, Mercedes-Benz has further expanded its strategic and operational measures against counterfeiting in online trading.
It is not easy to know a part is not genuine just by looks. In the picture above, both wheels look similar but the one on the right is fake and stress testing showed it to be weaker. The brake pads pictured below look identical but the one of the left is actually a fake and likely to have poor stopping performance which could result in an accident.
The brand protection strategy comprises three pillars: Detect, attack and prevent. Mercedes-Benz has brand protection experts who can identify counterfeiters by checking suspicious offers on online platforms and social media or trade fairs worldwide. The monitoring focusses on components such as brake discs, wheels and body and steering parts, and rigorous action is taken when possible.
“The trading in counterfeit products on online platforms and social media is further increasing. Our brand protection experts have quickly adapted to the counterfeiting industry’s growing business model. In 2021, more than 126,000 counterfeit products were removed from online platforms,” said Renata Jungo Brungger, Member of the Board of Management of Mercedes-Benz Group AG, Integrity & Legal Affairs.
“The counterfeiting industry has organised crime structures and often generates higher profits than drug trafficking. We are working closely with authorities around the world in order to curtail these structures and combat threats to road safety,” she added. “Counterfeit products are not only illegal, they are also relevant to safety and can endanger the health of road-users.”
In many cases, organised counterfeiters have their goods produced under inhumane conditions with no regard for human rights, environmental standards and occupational safety. The global Mercedes-Benz Intellectual Property Enforcement team works closely with customs and law enforcement authorities in various countries. In addition, it regularly offers training events and information material for the preventive raising of awareness among different target groups.
Recalling a case in 2021, Lita Silje Janisch, Head of the Global IP Enforcement department at Mercedes-Benz Intellectual Property GmbH & Co. KG, said that the driver of a Mercedes-Benz car was travelling at about 130 km/h when unexpectedly, the bonnet popped open and smashed the windscreen. Fortunately, nobody was injured when this happened.
Fake brake pads are likely to have poorer performance and can mean the difference between stopping safely and having a collision.
“Upon investigation, our colleagues discovered that the driver had replaced the genuine grille with a counterfeit one ordered on the internet. It was technically faulty manufactured, and prevented the bonnet lock lever from engaging properly when closing. This shows that even more ‘decorative’ vehicle parts can be safety-relevant and you have to be very careful when replacing original parts,” she warned.
Customers and road-users can also support the prevention of product counterfeiting in their daily lives and check unusual offers very carefully. Typical indicators of counterfeit products are an extremely low price, questionable product quality, or sale via dubious online sources. It is often even possible to see from the product images or designations that the parts cannot be genuine, since Mercedes-Benz simply doesn’t manufacture such items!
It’s best to buy from authorised dealers or parts stockists when replacement parts are needed.
“It’s not always easy to spot a fake at first glance. However, there are signs that may indicate counterfeiting. In the case of an online shop, one of these may be that the seller offers a conspicuously large number of different brands, or that the prices are unusually low. One should always be wary of apparent bargains on the internet or on parts forums,” Mrs. Janisch advises.
As reported earlier, the Audi business in Malaysia has come under PHS Automotive Malaysia (PHSAM), a subsidiary of Porsche Holding Salzburg (PHS) which is also involved in Volkswagen Passenger Cars Malaysia. PHS is one of the largest and most successful automotive distributors in Europe with a 75-year history.
For the Audi business in Malaysia, its dealer partner Goh Brothers Motor Sdn Bhd has reopened the Audi Centre Setia Alam. Strategically located in the heart of the Setia Alam in Selangor, Audi Centre Setia Alam will serve the community within the township and surrounding areas, including Shah Alam and Klang.
Based on the Audi Terminal architectural concept, the 4-storey outlet is a 4S facility, meaning it offers sales, vehicle maintenance, sales of spare parts, and also body and paint services. Customer facilities include a comfortable lounge with complimentary wifi service and a refreshed sales delivery area (for a personalised experience).
The 60,000 sq. ft. Audi Centre Setia Alam has a warm and inviting ambience. The finishes, furniture, and lighting add a modern touch to provide a timeless interior design. The showroom can accommodate 12 vehicles for viewing from all angles.
The Service Centre, situated on two upper floors, has 17 bays capable of servicing up to 34 vehicles cars a day. All personnel are experienced and trained to look after Audi vehicles. Audi owners can also request for the pick-up and delivery service if they require it.
“Customer satisfaction is at the forefront of everything we do, and this makes delivering an unforgettable ownership experience a priority for us. For this, it is important to work together with our dealer partners to ensure constant improvements in retail and aftersales for Audi owners. I would like to take this opportunity to congratulate Goh Brothers Motor on this expansion, and I wish them the very best,” said the Managing Director of PHSAM, Erik Winter.
To celebrate the occasion of reopening, Audi Centre Setia Alam invites owners who have not visited the service centre in the past 6 months to bring their vehicles in for a complimentary 20-point safety diagnostic and health check. This service is valued at RM300 and will be complimentary until August 31, 2022.
Edaran Tan Chong Motor (ETCM) has officially opened an upgraded Nissan 3S (sales, service and spare parts) outlet in Rawang, Selangor, to better serve customers and owners in the surrounding areas. The outlet, a branch of ETCM, was originally a sales outlet only but has now been enlarged to offer the full range of services required by customers.
Besides being upgraded, the new 3S outlet incorporates the Nissan Corporate Identity with the new Nissan logo, in accordance with NRC-NEXT (the global Nissan Retail Concept). This follows Nissan’s enhanced global plan to innovate Nissan showrooms and provide customers with an elevated brand experience.
Visitors to the showroom will experience a new and comforting environment with a modern interior layout and furniture design. Customers can view all Nissan models, with a Nissan Star Car as the highlight. Presently, the Star Car is the recently launched new Serena S-HYBRID. Information and test-drives are available at any time.
The latest Nissan Serena S-HYBRID.
There’s also a comfortable customer lounge with refreshments, and a private room is available for discussions between customers and sales consultants.
As a mini 3S outlet, ETCM Nissan Rawang also has a fully equipped service centre on the same site. Nissan owners can obtain aftersales support provided by skilled technicians as well as Nissan Genuine Parts. The service centre has 2 service bays for Quick service and maintenance jobs as well as it is also supported by the existing Rawang service centre which has 4 service bays.
The ETCM Nissan Rawang outlet’s showroom is open 7 days a week while the service centre operates from Mondays to Saturdays.
New Nissan dealerships Besides the Rawang outlet, ETCM also has news dealerships in the Northern, Southern and East Malaysia regions. These are operated by Lofty World Sdn Bhd (Taiping, Perak), Da Kim Auto Sdn Bhd (Kluang, Johor), and Ngu Brothers Motor Service Sdn Bhd (Sibu, Sarawak).
Other authorised Nissan outlets in Malaysia can be located at the Nissan Malaysia website at www.nissan.com.my.
The company has officially opened its first flagship 3S Centre in the Temasya Industrial Park at Glenmarie, Shah Alam, Selangor. It provides the full range of services, ie sales, service and sale of spare parts, at one location for the convenience of customers and owners.
The flagship outlet features Kia’s new brand identity which was introduced last year as part of its brand transformation to a new image. The new brand identity aims to shift the customers’ mindset and provide them with a meaningful experience with Kia. Dinamikjaya Motors, like the other subsidiaries in the Bermaz Automotive Group, is committed in providing the best ownership experience to customers.
Kia Store concept
Adopting the Kia Store concept, the spaces in the showroom are separated by red loop across the store that connects the display area and customer area. The wood tone radiates an earthy coziness with a minimalistic and natural sensibility that gives the customer a warm space. The point of this space initiates a whole new customer experience in the journey of purchasing a car.
With a built-up area of 39,240 sq ft, the showroom can display up to 4 vehicles. In the display zone, an achromatic colour theme infuses a futuristic tone on the metallic surfaces and reflections, offering tranquillity that ensures the display vehicles receive undivided attention.
Aftersales support
The service centre with state-of-the-art facilities has 20 bays and a team of trained and skilled technicians to look after Kia vehicles, including the fully electric EV6. It is equipped with the latest manufacturer’s diagnostic system equipment and maintenance tools. Customers who wait can use the comfortable waiting lounge which has refreshments and a working space (with complimentary wifi).
The showroom is open seven days a week while the service centre operates from Mondays to Saturdays. Kia owners who have vehicle problems or an accident can obtain support from the 24/7 roadside assistance service by calling 1800-22-2228.
As the new distributor, Dinamikjaya Motors would like to establish contact with all Kia owners in Malaysia. If you are a Kia owner, you should provide them with your contact details so that they can keep you informed of any technical updates, recall notifications or other matters related to your ownership of a Kia vehicle. Click here to obtain a form to submit your details which will be kept and protected in accordance with the law of the Personal Data Protection Act (PDPA) of Malaysia.
As the pace of automotive development speeds up, improvements to many areas of a car occur much faster than before. During the period of one generation of a model, there can be many technical changes which can enhance performance or efficiency. In the past, carmakers might wait for the next generation to incorporate these changes as they might involve changing hardware, which can be costly and time-consuming.
With modern cars having many more electronic systems, the process of updating doesn’t have to wait so long. New software can be loaded into the system ECUs and the car can be updated right away. That’s what Porsche will be doing with the more than 75,000 Taycan electric sportscars now in use around the world. And instead of incremental updates, it is making one comprehensive update that will make all those cars similar in software status to the 2023 model year. It’s just like the updates you get for your smartphone which sometimes introduce new or improved features.
Improvements in many areas
Depending on when their vehicle was delivered and the specific features, owners will benefit from an increase in powertrain efficiency as well as new functions and improvements in the Porsche Communication Management (PCM), Porsche Connect and assistance systems. The uPdate also includes the option of having additional functions and equipment unlocked after purchase (known as ‘function on demand’ or FoD), an approach now being market-tested by some carmakers.
“This campaign will allow our customers to benefit from the continuous further development of the Taycan. We have extensively optimized the model series in almost every respect since 2019,” said Kevin Giek, Vice-President Model Line Taycan, during a media briefing online two days ago. “New functions have been added and others have been revised or tweaked to further enhance the customer experience.”
The uPdate is free for owners but they have to bring their Taycan to an authorized Porsche service centre. It’s probably too extensive for an over-the-air (OTA) update which would not require the visit, but Mr. Giek said that this uPdate will enhance the OTA capability of all Taycan models. Presumably, that means that later updates can be broadcast to owners so they don’t need to go to the service centre.
The precise scope of the uPdate, and the duration of the service centre visit, will depend on the model year. Since the car was launched in 2019, many improvements have been made and for the older cars, more software may need to be updated.
Main uPdates at a glance Powertrain: While in the ‘Normal’ and ‘Range’ driving modes in all-wheel drive models, during partial load operation, the front electric motor is almost completely disconnected and de-energised. While coasting and at a standstill, both axles are free of drive torque. The electric freewheel reduces frictional drag losses which can increase the range.
The all-wheel drive indicator is now shown as an energy-flow indicator in the central display. This makes the current operating status of the drives easier to see. The energy recuperation strategy has also been optimized. The automatic recuperation setting is retained even when the driver changes the driving programme.
Thermal management: The battery packs are sensitive to temperatures and operate at their best within a certain temperature range. The new software will enable better conditioning of the battery pack, especially at low outside temperatures. This will enable the Taycan to be rapidly charged more frequently overall and over a wider range of battery charge levels. The waste heat from the electrical components is used even more than before for this conditioning. For those Taycans of the 2020 and 2021 model years, the improvement will be in greater range and shorter charging times.
Porsche Communication Management (PCM) and Porsche Connect: These systems get new functions, a colourful tile design on the start screen, and even greater ease of use. For the 2020/2021 models and up to mid-February 2022 production, the uPdate optimizes the voice control and integrates the Spotify app. Android Auto is also available wirelessly.
Charging stations can be filtered and selected in the navigation system based on charging capacity. Drivers of 2021 Taycan with a head-up display will also have an optimized view of the navigation map, among other elements. The display contents have been expanded, presenting additional information. For all Taycan models prior to the 2023 model year, the on-board operating instructions can now also be used via voice control.
Assistance systems: The uPdate will adjust some systems to support the driver in even more situations. For example, the sensors of the ParkAssist function will work with a greater range. The search for available parking spaces has been improved as well, so that even smaller spaces are offered to the driver as an option.
Onboard charger retrofit
The 22 kW onboard charger has now become available for retrofitting as an extra-cost offering. With up to 22 kW of charging capacity, the more powerful variant charges the battery significantly faster. In Europe and North America, the retrofit also includes activation of the Plug & Charge function. This enables convenient charging and payment without a card or app. As soon as the charging cable is plugged in, the Taycan establishes encrypted communication with the Plug & Charge-compatible charging station. The charging and payment processes then start automatically.
“An exercise as big and comprehensive as this one has never been done before for any of our combustion engine models. Following this uPdate, anyone driving a Taycan from early in the car’s production run will be pleasantly surprised by how much has developed on the vehicle side since then,” said Mr. Giek, adding that, internally, Porsche refers to this as the ‘uPdate’ (with a capital ‘P’) because the 2023 model year, which started in July 2022, bears the letter ‘P’.
With the government encouraging the switch to electric vehicles (EVs), we will be seeing more of these zero emission vehicles in use nationwide. As such, there will be a growing need for qualified personnel in the aftersales industry. However, because of the different nature of EVs, new skills are necessary as skills and experience with combustion engines are not so suitable.
As such, BMW Group Malaysia is cultivating highly skilled experts in the field through its internationally recognised BMW High Voltage Expert Certification programme. Conducted at the BMW Group Regional Training Centre in Malaysia, the programme offers training for the servicing and repair of the most advanced BMW i vehicles worldwide.
To qualify as a BMW High Voltage Expert, the prospect must already be an existing BMW High Voltage Technician, who must first undergo a pre-selection process which includes a knowledge assessment and an interview. The prospect would also need to obtain first aid certification and undergo a full body check-up. Next, they are put through 15 days of intensive training, with the requirement of passing 2 theory exams and four practical exams to proceed to the next stage. This is followed by a final theory exam and practical demonstration under live high voltage to secure the certification which is completed in another 10 days.
More than just selling EVs
BMW Group Malaysia’s initiative in this area is to be expected as the company has been selling an increasing number of EVs and electrified vehicles. And it has not only been selling them but also ensuring that proper supporting services are available for owners.
In addition to creating a bigger EV landscape in Malaysia, BMW Group Malaysia is also working with partners to broaden the charging network. To ensure a fair and standardised experience for all EV owners in Malaysia, BMW Group Malaysia has released an official pricing structure for BMW i Charging facilities across the country.
Supporting the electric future
“At the BMW Group, we have always believed that the future is Electric. Since BMW Group Malaysia first introduced BMW i to the country back in 2015, we have envisioned a Malaysia where electric mobility is fully embraced and have been working hard to that end. We understood the obstacles faced by Malaysians in adopting EVs, such as range anxiety, which we have been alleviating by rolling out EV infrastructure across the country. At the same time, service and repair are also important points of consideration, ensuring that BMW i owners have greater peace of mind when it comes to the ownership of their BMW electric vehicles,” said Hans de Visser, Managing Director of BMW Group Malaysia.
For BMW Group Malaysia, the BMW High Voltage Expert Certification is an important pillar in supporting the development of a mature ecosystem in Malaysia where EVs can thrive. As more BMW i vehicles are being introduced on Malaysian roads, greater accessibility to BMW certified experts ensures that the Premium Electric Ownership Experience is met at the highest standards for all owners of BMW i vehicles.
