Volkswagen involved its aftersales technical support much more than normal while developing the Phaeton.
'It's a totally new way to integrate all the technical people at an early point in a simultaneous project,' said Werner Wilhelm, VW program manager for the new luxury car.
The Phaeton development team trained after-sales staff. They were also involved in test-driving, checking and repairing prototypes.
'They have to know what could go wrong and prepare themselves,' he said.
Volkswagen has developed what it calls an 'exceptional service concept' for the new model. All Phaeton repairs will be coordinated by a VW technical service center.
Volkswagen dealers must contact the center as soon as a Phaeton appears for service. The Phaeton service concept also includes a vehicle collection and delivery service.