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Roadside Assistance

 

Roadside Assistance

Wherever you are, we're only a phone-call away.

As a Volkswagen owner, you're driving one of the most reliable cars on the road. 

But so that you can have total peace of mind, all Volkswagen vehicles under warranty enjoy FREE 5 years Roadside Assistance.

If your vehicle has already broken down or you need immediate assistance please call:

From Peninsular Malaysia : 1800-88-2389

From Singapore/Thailand : +603 2161 0327

24-hour roadside assistance services.

When your Volkswagen is immobilised following an electrical or mechanical breakdown, an accident, a pilot error (e.g. lack of fuel, locked keys) the 24 hour roadside assistance service team will help you organise the following services:

Assistance and recovery

If your vehicle is immobilised and cannot be fixed immediately, our Roadside Assistance will tow the vehicle to the nearest Volkswagen service centre. For security reasons, towing service will not be provided to an unattended vehicle.

Emergency message

At the Volkswagen driver's request, a telephone call will be made to an individual (family or friend) of the Volkswagen driver's choice. 

Battery jump start

Our qualified technician will be dispatched to provide a jump start. If your vehicle cannot be driven safely, towing services will be provided.

Flat-tyre change

If your vehicle has a flat tyre, our qualified technician will attempt to remove it and install a spare tyre (if available) in a safe environment. If your vehicle does not have a spare tyre or if the spare is not safely operable, towing service will be provided.

FAQ

What is Volkswagen Roadside Assistance?

This is a 24 hour, 365 days a year emergency roadside assistance service exclusive to owners of Volkswagen cars registered in Peninsular Malaysia and enrolled in the programme. Volkswagen Roadside Assistance is manned by a team of experienced multi-lingual staff who will provide assistance in the event your vehicle becomes immobilised 

Terms and conditions apply. Not Applicable for Volkswagen cars purchased before 2009 and after 1st January 2016. The 5-year manufacturer's warranty and 5-year Volkswagen Roadside Assistance programmes are based on the 5-year period commencing on the date of purchase. 

My vehicle has broken down, what do I do next?

Telephone Volkswagen Roadside Assistance and provide the call centre staff with your name and exact location, vehicle registration number, Volkswagen model, contact details, description of the problem, confirmation of your house address and proof of ownership (if required) so that the call centre staff can efficiently coordinate assistance for you. 

What is the geographical coverage for Volkswagen Roadside Assistance?

Volkswagen Roadside Assistance is available in Peninsular Malaysia (excluding islands, except Langkawi and Penang), and in East Malaysia within 25km of Kota Kinabalu, Sandakan, Lahad Datu, Tawau, Sibu, Bintulu, Miri, Kuching or on the island of Labuan.

The services are also available in Singapore and Thailand. Not applicable for Volkswagen cars purchased after 1st January 2016.

Do I have to pay for replacement parts?

Yes, replacement parts and any workshop labour costs would be your responsibility, unless covered under the manufacturer's warranty. Terms and conditions apply.

How long do I have to wait before Volkswagen Roadside Assistance comes to my aid?

Volkswagen Roadside Assistance understands the frustration and inconvenience experienced by a vehicle owner in the event of a breakdown. Our aim is to ensure that any inconvenience is kept to a minimum. Therefore, on receipt of your call, our fully trained call centre staff will immediately arrange for the nearest and most appropriate service provider to assist you. The duration of wait will depend on the availability of the assistance provider, your breakdown location, traffic and weather conditions. During the course of the assistance, we will maintain contact with you and provide updates of the estimated time of arrival of the service provider.

Do I have to be with the vehicle to receive services arranged by Volkswagen Roadside Assistance?

Yes, you must be present at the breakdown location in order for assistance services to be rendered to your vehicle. In the event of a tow, you are required to sign a release form before your vehicle can be towed to the nearest Volkswagen service centre.

Please ensure that you remove all your belongings from your vehicle prior to towing. Volkswagen Roadside Assistance is not responsible for any loss or damage to personal belongings left in the vehicle.

Can I request for my vehicle to be towed to a workshop of my choice?

Volkswagen Roadside Assistance will tow your vehicle from the accident or breakdown location to the nearest authorised Volkswagen service centre. If you request to have your vehicle towed to a non-authorised service centre you will be responsible for all costs associated with the towing, and you will not be eligible for any other benefit detailed in this policy.

Can I make my own arrangements for roadside assistance and obtain reimbursement from Volkswagen Roadside Assistance?

In order to maintain the highest level of service, all arrangement must be made by Volkswagen Roadside Assistance. Volkswagen Roadside Assistance has an appointed network of service providers and facilities to provide the services as described in this policy.

Who should I be contacting for road traffic accident insurance claims?

You should contact an authorised Volkswagen Body & Paint service centre and vehicle insurer for vehicle accident insurance claims.

Do I call Volkswagen Roadside Assistance if I want to make an appointment with an authorised Volkswagen Service Centre?

Volkswagen Roadside Assistance is designed to provide emergency assistance. However, we will gladly provide you with the contact details of the authorised Volkswagen service centre of your choice.

Do I call Volkswagen Roadside Assistance if my boot cannot close?

Yes, Volkswagen Roadside Assistance will arrange assistance for you since this situation could be a potential hazard if you attempt to drive your vehicle.

My air-conditioning is not working. Can you please tow my vehicle to the dealer?

Due to the fact that this condition does not immobilise your vehicle, you would need to drive your vehicle to an authorised Volkswagen service centre.

What should I do if my vehicle is involved in a road traffic accident?

(i) If anyone is injured, telephone the local emergency number (police, ambulance, fire brigade) for immediate assistance prior to Volkswagen Roadside Assistance.

(ii) If no one is injured, we recommend the following:

If due to the nature of the accident, your vehicle or other vehicles involved in the accident are seriously obstructing traffic or causing a potential hazard, you should contact the appropriate local authorities prior to contacting Volkswagen Roadside Assistance. This is to ensure that the authorities are on the scene as soon as possible

If the accident takes place in an expressway, the above applies; however you should make use of the emergency SOS telephones that are located on the expressways.

If neither of the above points are applicable, telephone Volkswagen Roadside Assistance. We will arrange to tow your vehicle

to the nearest authorised Volkswagen Body & Paint service centre.

Note the registration numbers of all the vehicles involved in the accident and if possible exchange contact details and insurance information with all parties involved including any witness.

If possible make a brief sketch or diagram of the accident scene detailing the location of your vehicle and other vehicles involved in the accident, the date, the time, and weather conditions.

Remove all personal belongings from your vehicle prior to towing.

Contact your insurance company at the earliest possible opportunity to inform them of the incident and request information on claim filing procedures.

Confirm with the authorised Volkswagen Body & Paint service centre if an estimate of repair will need to be provided to your insurance company.

Above is subjected to terms and conditions

View  Terms and Conditions

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