Many Chinese carmakers may be struggling with their aftersales, but Great Wall Motor (GWM) Philippines isn't one of them.

GWM Philippines marketing manager Tonette Lee told AutoFun Philippines that the company invested heavily and early in its parts inventory, such that it can even fix crash-damaged units in record time.

“Some of the cars that were already sold have had vehicular accidents,” the veteran automotive executive said at the sidelines of the GWM Philippines U.N. Avenue dealer inauguration on Aug. 3, 2023.

“And I'm very, very proud to say that of the ones that have come in, as long as the insurance documents come out fairly quickly, we're able to repair in two weeks because the parts are there,” she added.

Lee said aside from servicing parts like filters and fluids, GWM Philippines even has stocks of body panels and glass for its recently launched models like the Haval H6, Haval Jolion, and Cannon pick-up.

Also Read: SNEAK PEAK: GWM Philippines showcases its upcoming lineup of vehicles

Perennial problem

Poor aftersales is one of the main criticisms hurled against Chinese car companies in the Philippines.

Despite offering models that are cheaper and better-equipped than Japanese rivals, these carmakers have long struggled with establishing a sound parts supply chain, especially with the majority of components only available at the dealership.

As such, customers reportedly have to wait up to six months to replace defective parts or address warranty claims. And even Japanese carmakers are struggling with parts supply given the global logistical issues caused by the COVID-19 pandemic.

Lee said given that customers are paying millions of pesos for a new car, along with additional interest payments under financing schemes, such lengthy aftersales delays are unacceptable.

She added that GWM Philippines also has parts for GWM models sold before Luxuriant Automotive Group Inc. took over the brand on October 2022.

“If they need a part of a model that we don't currently sell, we have access to the parts supply outside of the Philippines,” Lee said. “So we can order that for them.”

Also Read: EXCLUSIVE: GWM Philippines expanding in Visayas, Mindanao after U.N. Avenue dealer inauguration

Mobile PMS

GWM Philippines also offers a mobile preventive maintenance service (PMS) program as it builds its local dealer network.

“When we put this up, we said we should be able to serve the ones who would buy the cars, and we should be able to bring PMS outside to areas where there's no dealership and conduct mobile PMS servicing,” Lee said.

Lee added that the company plans to conduct a servicing caravan for areas with numerous GWM owners.

“We advise in advance that we're coming over,” she said. “We call the owners so that they can come and bring their cars.”

Minimal PMS

GWM Philippines also noted the long service intervals for its current lineup, which can help reduce running costs:

Cannon

• First PMS – 5,000 km/1 year, whichever comes first
• Succeeding PMS interval – 10,000 km

Haval H6 and Haval Jolion

• First PMS – 10,000 km/1 year, whichever comes first
• Succeeding PMS interval – 15,000 km

All GWM vehicles come with a 5-year/150,000-km warranty, while the hybrid models also get an 8-year/160,000-km warranty for the battery pack.

Customer care, sustainability

Lee said the company’s considerable focus on customer care is what helps distinguish it from other car brands.

“I think our focus on really having the support for the customer, aftersales, in our minds, is a clear mandate that we want to succeed at,” she said.

In addition, GWM Philippines' decision to offer full-hybrid electric vehicles is part of its initiative to reduce the harms of automobiles on the environment.

"Aside from saving the planet, we're providing fuel efficiency and a really great driving dynamic,” Lee said.

Perhaps everyone should be paying close attention to how GWM Philippines treats its customers.

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