2.21.117.1, 2020-05-20 14:22:52

FAQs for the Customer during ECQ

Volkswagen Philippines completely supports  our national government’s effort to stop the spread of the virus with the extension of the Enhanced Community Quarantine at critical locations until May 15, and with other areas placed under General Community Quarantine after April 30. Volkswagen Cagayan de Oro in Mindanao region has already resumed operations starting May 4, taking into account the adjustments needed to adhere to the “new normal” of conducting business and person-to-person interaction. Other Volkswagen dealerships will resume operations once the ECQ is lifted on critical areas. 

For other concerns, you may send your message to our Customer Care Team at customercare@volkswagen.com.ph

In compliance with the government's ECQ guidelines, and for the safety of our customers and team members, only Volkswagen Cagayan de Oro, which is placed under GCQ, is accepting PMS services. 

For other concerns, you may send your message to our Customer Care Team at customercare@volkswagen.com.ph. Our representative will get in touch to further assist you.

There is no need to place booking again. Our dealer service representative shall contact you once the ECQ has been lifted.

If your vehicle is displaying a warning light, please consult the information in the manual. Red warning light would mean not to continue to use your vehicle, and direct your queries to our Customer Care team at customercare@volkswagen.com.ph.

Due to the CoVid-19 situation, Volkswagen dealerships nationwide are currently closed for business, except for Volkswagen Cagayan de Oro. It is not possible to report any warranty concerns and have your car repaired. Warranty, though, is extended to Volkswagen vehicles that will expire from March 1 – May 31, 2020. The warranty extension will end three months after expiration of new vehicle warranty period, latest will be on August 31, 2020. This is applicable to all Volkswagen Passenger and Commercial vehicles.

You may initially check the battery indicator (magic eye). If the color you see is yellow, it means that you need to replace the battery.

If black color is seen, you can do the jump-start. You need jumper cables and another car with a functional battery. Just make sure that the battery is not cracked and with no leaking acid before trying to jump-start. If your car starts after the jump-start, don't shut off your engine and drive around for at least 15 minutes to recharge your battery. If the car won't start the next time you use it, the battery needs to be replaced.

When you need to replace your battery and if it’s still under warranty, you may send your message to our Customer Care Team at customercare@volkswagen.com.ph including your vehicle model and VIN Number. Otherwise, you may contact directly the Emergency Roadside Assist (ERA). You need to provide the battery code of your vehicle to ensure the right battery will be delivered at your doorstep which is written on top of your battery cover.

In the event that you don’t know the code, you may locate the code at the top part of your battery or send your message to our Customer Care Team at customercare@volkswagen.com.ph including your vehicle model and VIN Number.

Yes, the Volkswagen’s Emergency Roadside Assist (ERA) is available during the entire period of the Luzon-wide quarantine, as well as an extra 30 days after the government finally lifts the said quarantine.

You may contact them at (02)8 459 47 72 on any of the following assistance or services you may need:

  • Towing, vehicle removal or recovery in the event of an accident, fuel delivery in case your car runs out of juice, battery jump-start assist if your car battery suddenly gets discharged, lock-out service if you accidentally lock yourself out of your car, and flat tire service,
  • Relay of urgent messages, accident coordination, ambulance coordination assistance, and arrangement for hospital admission.

Please note that the  teams’ service and response times may vary depending on your specific location and the local government unit’s quarantine guidelines.

For any concerns you have with your vehicle, you may send your message to our Customer Care Team at customercare@volkswagen.com.ph.

Keeping your vehicle unused for a long time might cause some problems. The battery may die, your tires may go flat, and the likes. Starting your car up and letting it to idle until it warms up once a week is recommended. If you can drive around the block, it would even be better.

Here are other reminders that you should keep in mind.

  • Park your vehicle in a covered area – Make sure your vehicle is safe from any falling debris or from possibility of scratches. You may use a car cover to protect your car if no available covered parking space in your area.
  • Prevent rodents – Ensure that no rodents go into your car and chew the wirings.
  • Wash your car – This is to make sure that the dust and excess moisture will not damage your vehicle’s paint job. It is recommended to wash the vehicle’s exterior once a week.
  • Keep your tires properly inflated – The recommended pressure for your tires can be found on a small placard on the fuel lid cover. In case of long storage, tire pressure should be more than the regular to prevent tire deformation or flat spot.

 

Always make sure that your vehicle is being cleaned and disinfected at all times. Sanitize your vehicle by using soap and water. Avoid bleach except on simple plastics, and never use solvents. Sanitizer has alcohol content and leather doesn’t react too well to alcohol, therefore, it is recommended to use leather conditioners, instead. Wipe off with what you wipe on and don’t leave chemicals to linger.  Prioritize the surfaces you touch and don’t forget the buttons, switches, rearview mirror, even  the gas tank lid.