VW Phaeton Service & Mobilty Concept

Press Release

CONTENTS
Manufacturer-Aided Repairs
- Technical Service Center
- Phaeton Specialist Dealerships
Convenience Services
LongLife Mobility Warranty
Customer Care CenterPremiumPackage of
Volkswagen Financial Services
Phaeton Service Volkswagen Phaeton - Manufacturer-aided repairs, extended mobility package

• Unique service and mobility concept is designed to set new benchmarks
  
• Phaeton Service is unique in embracing manufacturer-aided repairs

For the Phaeton luxury limousine Volkswagen has developed a new international service and mobility concept, the Phaeton Service. Based on the successful Volkswagen Service® this has resulted in a unique structure of technical support and an unexcelled comprehensive mobility package. The most important element in the new system of technical support and of the manufacturer-aided repair processes that this incorporates for the first time, is the International Technical Service Center (TSC) that has been established for this purpose at Wolfsburg. It will coordinate all repair processes - as soon as a Phaeton owner calls upon a Volkswagen Service Partner for a service situation, the latter automatically establishes contact with the TSC, which decides how the car will be repaired. Background: The new service structure is intended to surpass all present-day standards with the aim of reflecting in the service sector as well, the technical perfection and the related fascination of the Phaeton. This necessitates a direct dialogue between the manufacturer and the service partners. That is why Volkswagen has developed a repair service that is characterised by precision down to the smallest detail. Phaeton Service thus represents a pioneering further development of service quality, aided by Volkswagen, assured by the International Technical Service Center. In addition, Phaeton Service also incorporates a wide-ranging mobility warranty, in a similar way as the familiar Volkswagen Service®. In this connection Phaeton drivers have available an exclusive Customer Care Center which is there to assist them in all questions relating to mobility. No matter if the car changes owners, the Phaeton Service accompanies the new luxury limousine throughout its entire automobile lifecycle. In addition to a wide range of further positive attributes which this concept offers, the Phaeton Service includes an important element aimed at saving Phaeton drivers time. Service workshops offer the customer a collect-and-return service on demand, in other words the Phaeton is collected from the customer's and also returned to this point after completion of the work. And, last but not least, further optional services are offered through the mobility service of the financial service providers. For example, insurance, regular maintenance costs as well as numerous protection and security services can be acquired as specific service modules. Irrespective of the optional services, each Phaeton driver can request the Phaeton Premium VISA Card which has been created specially for this group of customers. Integrated within the provisions of the Phaeton Service, it offers a comprehensive range of additional services and is free of charge for the customer for the first three years. The International Technical Service Center (TSC) Phaeton Service and the manufacturer-aided repair concept, which the latter embraces, describes a worldwide support model which is exemplary in terms of its range of services, and which takes effect immediately after the car is handed over to the customer. The innovative aspect is that, when a repair is necessary, the local Volkswagen Service Partner will automatically establish contact with the International Technical Service Center linked to the manufacturer and based at Wolfsburg. This is intended to ensure that the workshop receives optimal support in all technical operations in each individual repair case. The International Technical Service Center will coordinate all repair processes and thus forms the superstructure of the new manufacturer-aided repair concept. The workshop is able to establish an immediate damage diagnosis in direct cooperation with the TSC. This is achieved by a diagnostic tool (VAS 5051) connected to the Phaeton, and which is „remotely controlled" by a TSC specialist operating from an expert workbay in the TSC to enable the necessary diagnostic data to be retrieved directly from the vehicle. A visual damage assessment will be possible by means of video systems in the RSCs and later also at selected Phaeton Specialist Dealerships. The combination of these analysis facilities will ensure rapid and controlled damage processing and compliance with high quality standards. Database for repair and service events All vehicle repair data as well as maintenance and service activities will be collated in a central database. This will also enable the respective Volkswagen Service Partner to read out service practices as well as critical repeat repairs and to thus accelerate the entire repair process. A reproduction of the vehicle repair history additionally renders a major contribution to damage avoidance and to optimising the so-called field fault rectification process. The International TSC with access all relevant departments The people working at the International TSC are Phaeton specialists who have access to all the relevant technical departments at Volkswagen and thus to the latest knowledge and developments. Over and above this, the experts of the Technical Service Center train the members of the Phaeton Specialist Dealerships by means of the so-called iTV (interactive company television) of Volkswagen AG. All the linked mechanics are thus able to correspond directly with the TSC, ask questions and exchange experience via the interactive online connection. Volkswagen Development and the Dresden Transparent Factory are integrated in the iTV. The Phaeton Service Specialist Dealerships The Phaeton Service Specialist Dealerships are characterised by their specialist training and highly focussed expertise. These Volkswagen partners employ at least two Phaeton service technicians and two specialized service advisors. Repair capability is assured by such dealerships having available not only the familiar VAS 5051 diagnostic tool, but also special tools and special facilities such as a range of replacement parts matching manufacturer requirements. A further principle that applies in this connection is that if a Phaeton is undergoing repairs in a Specialist Dealership and a problem occurs which has not been encountered up until this time, the service technician has the possibility of taking the vehicle to the nearest Regional Service Center (RSC). These back up the professional repair competence of the TSC at the local level, close to the market, by providing practice- and problem-based training "on the job" for the service employees in the dealership. This concept enables Volkswagen to achieve a new dimension in vehicle support. In other words, the manufacturer for the first time accompanies the repair process from diagnosis through approval of the repair until completion of the work. The Convenience Services But that's not all. The Phaeton Service offers a further range of features, which are intended to make automobile life simpler for the customer. The philosophy in this connection is clearly defined: "Volkswagen Service is there wherever the car is." This is the thinking, for example, which is also behind the Convenience Services integrated in the Phaeton Service. If an inspection or another service situation is due, the customer has the option of handing over his Phaeton at exactly that moment when he does not anyway need it for the time being. For example, before setting off on a flight or by train, or when staying at a hotel. A replacement Phaeton will also be available at the customer's destination or at the hotel for the duration of the service, if the customer so wishes. It is only necessary to advise the Customer Care Center one day prior to the need for this seamless mobility. For example at an airport: the Phaeton driver leaves the car keys and documents at the parking service. The Volkswagen Service Partner arranges for the limousine to be collected from that point for servicing. During this time Phaeton Service takes care of the customer. At the destination he is collected from the gate and taken to the replacement limousine. The customer has the facility of handing back the Phaeton at any time as the Volkswagen Airport Stations are manned round the clock. Having arrived back at his originating airport, the owner again picks up his own Phaeton, which has undergone its full service check in the meantime. This service is also available to the customer at all the stops of the Metropolitan Express Trains between Cologne and Hamburg. In this case, the Phaeton driver is provided with his replacement car through Europcar branches. Other partners of this service also include selected hotels. In this case, the hotel reception takes care of all the necessary details. At the customer's request, a Phaeton is also available in this case free of charge as a replacement car for the duration of the service. The LongLife Mobility Warranty The Phaeton Service also includes the extension of the familiar LongLife Mobility Warranty. In addition to a wide range of established features from the Volkswagen-Service®, Phaeton customers are provided with a Phaeton substitute limousine for up to five days in the event of breakdown assistance being necessary, and up to five overnight stays at a hotel (this also covers the other car occupants). And that's not all: up to Euro 25 is reimbursed for ancillary costs, such as car park fees and telephone calls. Expenses for minor incidents, such as running out of fuel, are likewise reimbursed by Volkswagen up to a sum of Euro 175, while taxi expenses are also reimbursed up to Euro 75. Provided the customer complies with the specified inspection intervals for the Phaeton, the mobility warranty is extended automatically to cover the entire life of the car. The Exclusive Link to the Customer Care Center When each Phaeton owner takes possession of his limousine, he is at the same time provided with a Phaeton Hotline Number for the exclusive use of this group of customers. This number enables him to contact the Customer Care Center (CCC) which is manned round the clock. The CCC is able to assure support in practically all matters, not only assistance for emergencies or a breakdown. Can you recommend a hotel? Where is the nearest filling station? How can I obtain seamless mobility at the airport? I'm in need of medical assistance? I need an interpreter. Can you help? What can I do if I've lost the car keys? Questions to which the Customer Care Center will provide concrete assistance. The "PremiumPackage" of the Volkswagen Financial Services AG A specific package of services has been tailored for the Phaeton with the aid of Volkswagen Financial Services AG. No matter whether the Phaeton is leased for business or private purposes in order to minimise the cash outlay, financed in a classical way or acquired by cash payment, the Phaeton driver has available optionally a "PremiumPackage" consisting of the four modules of "PremiumInsurance", "PremiumServices", "PremiumTires" and "PremiumFees". The modules can be selected separately or as a complete range. Irrespective of the PremiumPackage each Phaeton driver is provided additionally with an exclusive credit card, the "Phaeton Premium VISA Card". It is free of charge for the first three years and offers a very attractive interest on a credit balance. The range of services of the Customer Care Center also integrates motoring insurance, an exclusive rental car service from Europcar as well as a route and tourist service with which it is possible to book hotel rooms or entrance tickets. Further services included are additional motoring assistance services and a V.I.P. service by means of which the Phaeton driver can request advice on very specific questions. For example, when on a motoring holiday, even requests for information regarding the best wines in a region or the most highly recommended golf course will, of course, be provided with an answer. The "PremiumPackage" in detail The „PremiumInsurance" module offers not only the classical insurance protection but also numerous additional protection and security services. One particular service is that the insurance also covers the entire business equipment, such as laptop or portable mobile phone if it is damaged as a result of an accident. The insurance premium, once determined, applies throughout the entire contractual period - in other words the premium is not increased after a claim. The "PremiumServices" module covers all running costs such as inspections, legally required vehicle inspections or emission tests. It likewise covers oil changes and all repairs to wear parts, which are the result of normal wear-and-tear of the Phaeton. In this case, also the premium is constant for the contractual period and thus offers long-term dependable financial planning. The "PremiumTires" module includes changing over from summer to winter tires, including the second set of light alloy wheels. Also included is the storage of the spare set of wheels when not in use. The "PremiumFees" module relieves the driver of a Phaeton which is used for commercial or business purposes, from the formalities of paying the motor vehicle road tax and radio fees (where applicable).