Leading Malaysian digital lending platform, Direct Lending, has joined forces with Petronas AutoExpert to introduce an all-digital car service payment plan for Malaysian car owners. This plan is Shariah-compliant and fully digital, aiming to simplify the lives of customers and offer an edge to Petronas AutoExpert’s service centres.
This partnership brings the Buy Now Pay Later (BNPL) model into play, allowing car owners to space out payments for their car service and repair costs over a maximum of 12 months. This offering is available at all 55 Petronas AutoExpert centres across Malaysia, providing greater flexibility for managing expenses.
These are difficult times for everyone and reducing expenses is even more important than ever before. To help those who own a Volkswagen vehicle, Volkswagen Passenger Cars Malaysia (VPCM) has come up with a few initiatives that can save them money and give them some ‘breathing space’.
Extended payment plan with 0% interest plan
Vehicles need to be serviced periodically, even though their usage may have decreased considerably due to the restrictions of Movement Control Orders over the past year.
For those who send their vehicles to selected authorised Volkswagen dealers, there’s a flexible payment plan which allows them to spread out their bill over 6 or 12 months. Even better – no interest rate will be charged (terms and conditions apply). However, payments must be by a credit card.
20% service discount
Those who have registered for Volkswagen Care Plus (VCP) will enjoy more savings. These include three 20% rebate vouchers for maintenance service at authorised Volkswagen service centres. The vouchers can be used from the fifth year of service and the following two services during the period of 3 years. Additionally, customers will enjoy 2 years of free roadside assistance under VCP (terms and conditions apply).
30% discount for repairs
Every ringgit saved is a ringgit earned, and this is the basis of VPCM’s Repair Packages offerings. There’s a 30% discount on selected Repair Packages when they repair their cars at authorised Volkswagen service centres. This is applicable for Volkswagen models older than 5 years.
The Volkswagen Insurance Plan (VIP)
The Volkswagen Insurance Plan (VIP) has many benefits which will prove valuable if repair claims are necessary after an accident. If the vehicle is not more than 10 years old, there is no betterment cost for any replacement parts used. The comprehensive coverage includes various value-added services without any extra charges. Additionally, there is an agreed sum and insured value for vehicles up to 10 years old in the event of total loss.
Other VIP benefits include prioritised claim approval, windscreen replacement approval within 2 hours, roadside assistance with 24-hour emergency towing, and assurance that repair work conducted at authorised Volkswagen Body & Paint centres are in accordance with Volkswagen repair standards and only genuine parts are used.
Visit www.volkswagen.com.my for more information or to locate an authorised dealer and service facilities anywhere in Malaysia.
UMW Toyota Motor Sdn Bhd (UMWT) has announced that authorised Toyota and Lexus Sales & Service Outlets in its network that are located in areas observing the Conditional Movement Control Order (CMCO) will be open for business from today (May 4, 2020).
The opening of the Sales & Service Outlets will be based on approval and regulations by the respective state governments. This follows approval from the Ministry of International Trade & Industry (MITI).
All outlets have received guidelines for their daily operations which must be in accordance with the Standard Operating Procedures (SOP) issued by MITI. The SOP requires such measures as social distancing, sanitization of premises and contactless payments where possible.
Vehicle owners are advised to call in advance to check on the operating days and hours of their preferred Sales or Service Outlet as well as to secure an appointment before going there. Click here for contact details of the outlets.
“We will follow the SOP strictly at all our Sales & Service Outlets for our customers’ peace of mind as well as to also protect our staff. It is hoped that our customers will understand the requirements which are necessary in the public interest and safety,” said Ravindran K., President of UMW Toyota Motor.
With regards to those vehicles purchased from UMWT or their authorised dealers with existing warranties that are valid and expiring during the MCO period, there will be a 30-day extension calculated from the last day of the MCO (currently scheduled to be May 12, 2020).
Selected authorised service centres in the Mitsubishi Motors Malaysia (MMM) network are now operating after receiving approval from the Ministry of International Trade and Industry (MITI) to re-open after being closed during the Movement Control Order period.
Other than Sabah, one or more service centres in every state is open, and more should resume operations in due course. The list of locations below shows those now operating:
Listing as at May 3, 2020. For updates on service centre openings, click here.
Safety measures for customers and staff
To comply with the strict Standard Operating Procedures set by MITI, the service centres will have the following safety measures for the safety of customers and staff:
» Appointment basis only, no walk-in customers are allowed
» Contactless car acceptance
» Pick-up and drop-off only; customers are not allowed to wait at the premises
» Temperature checks and the use of facemasks for all customers and staffs
» Hand sanitizers available at the entrance of the service centres
» Vehicles sanitized before return to owners
MMM also assures owners that all warranty matters will continue to be honoured even if scheduled servicing and inspection has been missed due to the period of the Movement Control Order.
For emergency assistance and enquiries, customers and owners may call 1-800-88-2166 / 03-21610246.
Volkswagen owners in Malaysia who have been waiting to send their vehicles to the service centres for required maintenance, deferred during the Movement Control Period (MCO), can now do so. – Following the recent announcement by the Ministry of International Trade and Industry (MITI), automotive service centres can resume operations at full capacity.
As such, all authorised Volkswagen service centres in the country will now resume their operations. Showrooms will, however, remain closed for the time being while the MCO is in effect.
Volkswagen Passenger Cars Malaysia (VPCM) said that its service dealers will adhered to the strict guidelines and Standard Operating Procedures (SOP) required by MITI. In connection with this, a ‘Safe Hands’ campaign is adopted taking customers’ and employees’ health into consideration.
The new standard operating procedure includes contactless vehicle acceptance, video walk-throughs, sanitization before and after repair, and cashless payments with e-invoicing during the contactless car pick-up. Additionally, selected dealers will offer vehicle pick-up and drop-off arrangements.
Customers need to make an appointment in advance and are advised to contact their respective service centres for this. Those Volkswagen owners and frontliners who had previously booked their appointments via the Welcome Back campaign will receive priority slots, depending on availability.
“As we prepare to attend to the aftersales needs of our customers, we do this keeping in mind that social distancing is the new normal, and that hygiene and sanitization is now an essential part of daily precautionary measures. I am pleased to say that our ‘Safe Hands‘ SOP adheres to these new standards and will apply to all aspects of our business operations, and not just at our service centres,“ said Erik Winter, Managing Director of VPCM.
Mr. Winter added that other safety precautions implemented at service centres will include regular sanitization of the premises and regular temperature screenings on all staff and customers.
For further information or contact information for authorised service centres, visit www.volkswagen.com.my.
Selected authorized Honda dealerships have begun to resume operations from today (April 29) as permission has been granted by the Ministry of International Trade and Industry (MITI). All service centres in the country had to be closed earlier under the Movement Control Order (MCO) which came into effect on March 18, 2020.
During the period of closure, only emergency services were permitted to assist owners to move their vehicles which may have been immobilized. However, no repair work or maintenance was allowed, and the vehicles had to remain in the service centre for the duration of the MCO.
“Honda Malaysia is truly inspired by the spirit of Malaysians, especially all the frontliners, to overcome the unprecedented situation. The journey to flatten the curve has been tough and extensive but we are ‘Together As One’, staying home in order to have a better outcome for all. We will comply with the extension of the MCO in support of the efforts taken by the Malaysian government and people amid the current situation,” said Honda Malaysia’s Managing Director & CEO, Toichi Ishiyama.
“At the same time, customers need to have their cars in good, reliable condition and hence, require maintenance service. As we resume our aftersales services, we emphasize the importance of continuing to adhere to the MCO rules, being attentive and to take precautions especially in hygiene through frequent sanitization and disinfection, general cleanliness and social distancing,” he added, giving assurance that the precautionary and control measures will be strictly implemented at the Honda dealerships to provide a safe environment during customer visits.
Procedures at service centres
Upon arrival at the dealership, customers will undergo temperature scanning and hand sanitizers have been prepared for their use while their appointment status is being verified. Individuals recording temperature of 37.5 degrees C. and above or are exhibiting symptoms of fever, cough and shortness of breath will be advised to leave the premises to immediately seek medical attention.
Honda Malaysia has also asked its dealers to enforce stringent measures concerning crowd control and social distancing. The number of customers present at any one time for their vehicle service in the dealership shall be limited at minimum capacity. It is compulsory for customers to make appointments with their nearest dealer (within 10 kms of their home) to smoothen their visit and ensure the availability of a slot for their service before going to the service centre.
To facilitate social distancing, the dealers are commencing a car drop service. This new service allows customers with appointments to just drop off their cars at the dealerships and conduct discussion on their car service updates or enquiries via telephone with the service advisors so as to maintain social distance. This practice will not only help safeguard the well-being of the customers and service advisors, but also provide substantial convenience to Honda owners.
Honda Malaysia is also taking extra precautions to ensure the highest safety and good personal hygiene of service advisors. Temperature checking will be implemented on employees and they are reminded to wash their hands regularly, and practice social distancing by maintaining a distance of 1 metre from one another at all times. Hand sanitizing stations are set up for the convenience of service advisors and customers, and some areas in the dealerships will be restricted or remain closed to ensure customers safety.
For those who have been frustrated by the one-person-per-vehicle ruling under the Movement Control Order (MCO), there’s good news. The ruling has now been amended to permit two persons to be in a vehicle – but there are also conditions. The two persons should be from the same household and family, so it would be husband and wife, or mother and child, etc.
And as before, travel (maximum of 10 kms) is only permitted for the purpose of buying essential groceries, food, medical supplies or to seek medical treatment. And the range from home is 10 kms, unless there is a special reason to go further, ie for specialized medical treatment at a specific hospital or clinic (documents must be shown).
This allowance should be appreciated so don’t use it as an opportunity to go dating because that would get you arrested. Those who abuse this allowance will only cause problems for other law-abiding citizens who follow the rules because the authorities may decide to withdraw it since there is disobedience.
The police and armed forces are at roadblocks day and night, in the sun and rain (and storms), so don’t make their job harder by not following the regulations. And if you wish to show appreciation for their hard work, pass them a box of drinks for them to buka puasa.
As the situation improves with regards to the COVID-19 pandemic in Malaysia, the government is slowly adjusting the regulations but stresses the need to observe social distancing. This must be kept in mind now that more people can go out so supermarkets and other places will see more customers.
Many service centres are also operating but customers are asked to make appointments before going. This is to enable the personnel to adhere to the conditions of their permit to operate. The companies must practice social distancing in their premises for the protection of the public as well as their staff. Therefore making an appointment will enable them to prepare for the arrival of a customer and minimize interaction.
Note also that the 10-km range limit applies so choose the service centre closest to you. To determine how far away it is, you can use Waze or Google Maps to check the distance.
Last day to apply for interstate travel
Today is also the last day to apply for interstate travel. This is only for those who have been trapped in another place and want to return to their home in the city. To date, the police have received over 250,000 applications via the Gerak Malaysia mobile application. After reviewing the applications, the police will provide the National Security Council with the data for discussion on the schedule to allow travel to take place.
The plan is for the schedule to be from May 1, 2 and 3, depending on the volume of traffic and the origins/destinations of the travellers. Applicants who receive approval will be issued a QR code which they must show at roadblocks to pass through without problems.
With the Ministry of International Trade and Industry akkowing companies to resume their service centre operations in stages since April 20, Hyundai-Sime Darby Motors (HSDM) today confirmed that all Sime Darby Auto Hyundai (SDAH) service centres have resumed operations.
As the conditions of allowing resumption require companies to have only a minimal number of service personnel and customers at the service centres (so as to enable social distancing), SDAH service centres are only accepting customers by appointment.
So owners are advised to contact their nearest SDAH outlet to arrange an appointment, bearing in mind that there is a 10-km limit from home stipulated by the Movement Control Order (MCO). SDAH service centres are located at Ara Damansara, Petaling Jaya, Selangor; Old Klang Road, Kuala Lumpur; Ipoh, Perak; Georgetown and Prai, Penang; as well as at Skudai, Johor.
They will operate between 9 am and 4 pm on weekdays and 9 am to 12 noon on Saturdays for most SDAH service centres except for outlets in Georgetown and Prai, which will operate from 8 am to 5 pm and 9 am to 2 pm, respectively.
All SDAH service centres will adhere to health and safety guidelines such as social distancing measures, regularly disinfection, temperature checks for staff and customers upon entry, and provide hand sanitisers at all customer touchpoints.
Warranty Extension Programme
HSDM has also launched the Hyundai C A R E Warranty Extension Programme, allowing for the extension of original warranties that expire in March and April 2020. This initiative is in tandem with Hyundai Motor’s launch of its warranty extension policy for Hyundai vehicles worldwide. This will ensure that Hyundai customers will still be eligible for warranty for repairs and other related services even though delayed due to the MCO.
Warranty extensions will be until May 31, 2020. Nevertheless, should the MCO period is further extend, a 30-day extension will be given from the last day of MCO if that occurs later. Vehicles with service overdue due to the MCO restrictions will need to be sent in for service within 30 days from the last day of MCO to ensure the validity of the warranty.
“We understand our customers’ predicament of not having access to our service centres during this period, and they are probably worried about their warranty,” said Low Yuan Lung, Managing Director of HSDM. “With Hyundai C A R E, we wish to set their minds at ease with regards to their warranty eligibility. Not only do we care about our customers’ health and safety, we care about the ‘health’ and safety of their vehicles as well.”
By now, Malaysians would know that the Movement Control Order (MCO) will not expire on April 14 but continue till April 28, 2020. The reason is to give more time for the effects of social distancing and restricted movements to slow down the spread of the COVID-19 coronavirus and ‘flatten the curve’. The latter refers to a graph which projects the number of infected cases and the ‘flatten to curve’ will keep the number lower so that our medical facilities can cope.
In Europe and America, the number of cases has gotten so high that hospitals cannot cope and lives are being lost because of insufficient life-saving equipment and even beds. We do not want that to happen in Malaysia and it seems that the MCO has worked to some extent although the Health Ministry’s Director-General says that more time is needed.
Understanding that the restrictions, which have included closure of most businesses, has seriously affected the economy and put increasing pressure on workers, the government will permit certain sectors to operate in what we hope is the final phase of the MCO. The sectors involve industries such as machinery and equipment, social health services, construction, aerospace, optical shops, laundry shops and barber shops. Earlier, hardware shops had already been allowed to operate on certain days and within certain hours.
Some sectors of the auto industry are also allowed to operate in the coming weeks. These are plants and companies which are involved in the assembly of vehicles for exports (production for the domestic market is not allowed). This would mean brands such as BMW, Mazda, Perodua, Peugeot, Proton and Volvo, along with the companies which provide parts to them.
It’s good news but might not be as helpful to the companies as it seems. There are still parts and systems that are imported from not just other ASEAN countries but also Japan and Europe and with many production facilities shut down, it may not be possible to finish assembly of the vehicles. Just one part not being available means the vehicle cannot be completed although there might be a small stock of the parts.
However, most automobile factories today operate on a just-in-time system where a minimum stock is kept to reduce storage space requirements. Under normal circumstances, the supply chain from overseas is constant and that’s fine. Now with many sources shut down and also local restricted movements for which exemption will be needed to get the parts out from the ports, it will be a challenge for the assemblers.
Then there’s the matter of whether importers in other countries want new vehicles. Vehicles from Malaysia are exported mainly to ASEAN countries as the ASEAN Free Trade Area (AFTA) agreement allows them to be imported duty-free. But Thailand, Indonesia, Brunei and the Philippines are all under similar crisis conditions and sales would be down.
Service centres allowed to open
When the MCO was first activated, all service centres had to close. The only allowance was for emergency services to tow disabled vehicles or change batteries, but no work was to be done at the premises. If a car was towed there, it would remain there until the MCO was over before any repair work could start.
Now, it has been announced that ‘aftersales activities’ will be allowed to resume from next week (provided approval is given to the company by MITI). This is taken to mean that the service centres can operate and receive cars for servicing. So far, it is not known if the companies will open their service centres and we’ll only know after Monday when applications are submitted.
The manager at a company selling a leading brand said that there is also concern about their own people getting infected and whether it is worth the risk for now. Furthermore, with the 10-km range imposed under the MCO, there may be vehicle owners who may be beyond range to reach the authorized service centres.
The personnel at roadblocks have been instructed to be stricter and many people have been charged with disobeying the regulations, which means a RM1,000 fine or 6 months in jail (higher penalties might be considered).
Basically, for private motorists, besides the 10-km range from your home that you can travel to buy essential items or for emergencies, only one person can be inside the vehicle. You may be required to show proof of residence which, if not the same as what is on your MyKad, can be shown with TNB or water bill for your current place of residence. You are not allowed to wander around after making your purchases and should return straight home.
As everyone from the Prime Minister to the medical personnel at hospitals has appealed: STAY AT HOME. This is how you can do your part in the War on COVID-19. It may be frustrating and for many, a worrying time as it creates uncertainties about the future but we need to make the sacrifices so our lives can return to some normalcy (although things will be different for sure).
J.D. Power’s 2019 Customer Service Index (CSI) Mass Market Study for the Malaysian market has ranked Mitsubishi Motors Malaysia (MMM) highest in providing overall satisfaction to customers for a second consecutive year.
“We are delighted to be ranked highest for the 2019 Malaysia Customer Service Index (Mass Market) Study conducted by J.D. Power. We are even more delighted to win this recognition for the second consecutive year and remained in the top three positions for five consecutive years! This reflects on our commitment to continue to provide a rewarding and positive customer’s experience from the first initiation of purchase to a satisfying after sales service. We will not rest on our laurels, we will continue to stay on top and provide our customers with a satisfying customer experience.” said Tomoyuki Shinnishi, CEO of Mitsubishi Motors Malaysia.
An authorised Mitsubishi Motors dealership in Malaysia offering sales, service and spare parts (3S).
2,644 owners interviewed
The study, which has been held annually for 17 years, involved 2,644 owners of Mitsubishi vehicles who had received delivery of their new vehicles between February 2016 and June 2018 and took their vehicle for service to an authorized service centre between February 2018 and June 2019.
The owners were selected by J.D. Power independently and subject to screening prior to being interviewed, and were not introduced or recommended by MMM. The study measured customer satisfaction with the servicing and vehicle-return process and was conducted between February and June 2019.
Rating the experience at service centres
To score overall satisfaction among owners who visited an authorized service centre for maintenance or repair work during the first 12 to 36 months of ownership, they were asked questions about based on five factors. These were service quality (25%); vehicle pick-up (21%); service initiation (20%); service facility (17%); and service advisor (16%). Mitsubishi Motors achieved the highest score of 791 points, 30 points above the industry average.
