VinFast will pay customers to offset any defect repairs

Electric vehicle newcomer VinFast is putting its money where its mouth is when it comes to post-sales service.

The Vietnamese automaker is offering VinFast owners cash or service vouchers for unexpected repairs because of factory defects — and the payouts can be significant.

Under the policy, customers can receive $100 for minor problems, $300 for issues that disable the vehicle and $100 per day after a vehicle is in the shop for more than three days.

The program is separate from VinFast's 10-year, 120,000-mile warranty, the automaker said.

VinFast, which has been making cars in Vietnam since 2019, launched its first vehicle in the U.S. this year. The VF 8 compact crossover is sold direct-to-consumer in California, but VinFast is recruiting dealers for sales outside the Golden State.

VinFast said in early November that it's received 70 applications from dealers who want to sell the EV brand. The automaker said it has plans for 125 U.S. third-party sales points by the end of 2024.

As a newcomer to the U.S. market, VinFast is highlighting its post-sales policies to attract buyers. The cash payouts are part of that effort. The policy began over the summer but has been extended until further notice, the automaker told Automotive News.

"VinFast has taken the initiative to introduce an unprecedented after-sales policy in addition to existing services to provide customers with a satisfying and worry-free experience," the company said.

VinFast classifies the issues into three types.

Relatively minor repair issues are the first type. Customers are eligible for $100 per event, the EV startup said.

"Type 1 includes issues that cause inconveniences but do not impact the use of the vehicle, such as air conditioner, the 360-camera system, etc.," VinFast said in the statement.

Type 2 issues render the vehicle inoperable and require rescue servicing, "such as regenerative braking or starting and stopping of the vehicle." Those events trigger a $300 payout, the automaker said.

In addition to a one-time payout for Type 1 and 2 issues, VinFast offers ongoing compensation if a customer's vehicle is stuck in the shop, which it calls a Type 3 issue.

"From the fourth day onward, eligible customers will be entitled for a goodwill compensation," the company said.

VinFast is offering $100 per day.

The automaker told Automotive News there is no maximum limit to the $100-per-day payout, "however, VinFast always tries to fix the issues as quickly as possible to return the cars to customers."

The starts at $47,200 with shipping, according to VinFast's website.

A larger three-row crossover, the VF 9, is expected to arrive in the U.S. this year or early next year. It starts at $84,200 with shipping. Next year, VinFast intends to bring more affordable models. The automaker is building a factory in North Carolina with an expected opening in 2025.

According to data from Experian, VinFast had 237 registrations for the VF 8 in the first nine months of the year. The automaker has 13 stores in California.

VinFast's after-sales policy comes with caveats. Customers can choose cash or vouchers to cover future service costs.

"Our service center managers and advisers will discuss with customers and provide options," the automaker told Automotive News. "Customers can always choose to receive cash."

The after-sales policy does not extend to issues related to hardware or software updates, the EV maker said, or damage caused by the customer. The $100 per day also doesn't apply when customers don't pick up their vehicles on time.

"Type 3 support will not be provided for any period in which the customer fails to collect their vehicle after the VinFast notification that service is complete," the automaker said.