Published on October 21st, 2014 | by Daniel Sherman Fernandez




Volkswagen Malaysia today reinforced its commitment to redefine ownership experience and unveiled several service actions that surpass its own benchmark in aftersales service. Furthermore, Volkswagen Malaysia also announced the completion of the Voluntary Service Campaign on the mechatronic up-grade and oil change for the DSG (DQ 200) transmission and assured that all new cars are not affected by the former transmission issue.


Mr Armin Keller, Managing Director of Volkswagen Malaysia said, “We are under the learning curve in Malaysia. We laid-out the strategy and, as a result, we expect to see a positive transformation in our business. We have stepped up to the challenge to ramp-up the capacity, invest in resources, and have re-looked at the way we operate in Malaysia. Several actions are being taken with customer satisfaction as our top priority and we strongly believe this will pave the way for future growth in this market.”


Transformation strategy for VGM

With the new senior management team, Volkswagen Malaysia is charting a new course to fortify its presence in the market by strengthening the product portfolio and reforming the existing operations with a special focus on enhanced ownership experience, especially in aftersales service.

Providing an update on the Voluntary Service Campaign for DSG (DQ 200), Mr. Armin Keller said, “We apologize for the inconvenience caused to our customers due to the DSG (DQ200) issues. Today, I am glad to share that all current Volkswagen models sold are not affected by the former DSG (DQ200) issue. Moving forward, as a leader in automotive innovation, we will continue to strive ahead and bring innovative technologies and products to offer the best to Malaysians.”

In order to set a new benchmark in the auto industry in Malaysia, Volkswagen has kicked-off the first of several programs to redefine ownership experience. These include the following transformation actions:

  • Enhanced aftersales service excellence
    • Exclusive program for the recently announced Beetle Rear Torsion Crank Axle recall, starting with proactive communication towards the customers and “Door to Door” courtesy fleet service to our affected customers.
    • 10 Volkswagen German experts across the dealerships in Malaysia
  • Improved aftersales service efficiency
    • Increase service capacity by 30%
    • Achieve daily part ordering and delivery
    • 100 technicians to improve service quality

Additionally, Volkswagen Malaysia will continue to invest on training and development of the technicians at all authorised dealerships to enhance the aftersales service experience and to develop local experts which will propel Malaysia’s automotive scene to greater heights.

“Malaysia is an important market to our business. Our ongoing and newly introduced customer-oriented aftersales initiatives will allow us to build a stronger connection with our Malaysian customers and ensure sustainable growth and improved customer satisfaction in Malaysia.” Mr Armin Keller concluded.

VW TSI engines

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