Customer Support

You have the right to convert the Deposit from an electric car VF e34 to an electric car VF 8 or VF 9.

You can visit the website: https://shop.vinfastauto.com/vn_en/rolling-up-cost and follow these steps to calculate a VinFast car's rolling-up cost:
- Step 1: Enter the car model you intend to purchase.
- Step 2: Enter the edition of the vehicle.
- Step 3: Enter the province and city where the car owner registered to purchase.
- Step 4: Choose a payment method (pay at once or in installments).
- Step 5: The website will display the vehicle price plus the cost of vehicle registration, minus VinFast's incentives. From there, customers can expect the latest VinFast car's rolling-up cost.

Here are the steps you can take to order a VinFast car from our website shop.vinfastauto.com:
①: ACCESS VinFast car deposit page at: https://shop.vinfastauto.com/vn_en/dat-coc-o-to-dien-vinfast.html
- SELECT Vehicle models, now made easier with intuitive 360-degree images, select your desired model and color.
②: COMPLETE vehicle deposit information
- UPDATE personal/business information: COMPLETE the required information on the website.
- SELECT a Showroom to buy the vehicle: Enter the name of the Showroom you want to pay your deposit according to the suggestion from the system. For the field named Sales Consultant, fill in the name of the consultant you work with or leave it blank.
- Read and CONFIRM the Terms stated in the Deposit Agreement, Terms & Conditions of the VinFast website.
- Select the form of PAYMENT and follow the instructions.
③: COMPLETE the deposit

Customers can transfer VF 8 and VF 9 deposits to other people. Accordingly, customers can go to the selected Showroom/Distributor that they have made the deposit and sign a contract to transfer the deposit to another person (the procedure must also include the transferee).

VinFast reserves the right to cancel a confirmed order in the following cases:

- There are loopholes, system errors, errors, mistakes that lead to errors in Product information (including but not limited to price, features, Product categories, conditions, offers applied to the Products) during the transaction on the Website.
- The customer does not meet the conditions for participating in the transaction and/or intentionally provides incorrect information during the transaction.
- Violating the provisions of preferential policies or promotions.
- When VinFast fails to contact the customer three (03) times or more within twenty-four (24) hours from the time of deposit payment.

To schedule a mobile repair service, please contact:
- Hotline 1900 23 23 89
- Contact the nearest VinFast Service Workshop hotline
- Book an appointment through the VinFast App on your phone
- Book an appointment online via VinFast website

Mobile Service works in parallel with VinFast's existing system of Service Workshops and rescue policies. This is the first genuine service in Vietnam, bringing convenience to customers. With Mobile Service, customers can schedule maintenance appointments, repair and replace spare parts mobility. Currently, Mobile Service is operating in 5 major cities for customers who own electric cars, including:

+ Ha Noi
+ Ho Chi Minh
+ Hai Phong
+ Da Nang
+ Can Tho

The exclusions of the VinFast 24/7 rescue service are as follows:
- Vehicle owners do not comply with VinFast's recall recommendations.
- The owner makes structural changes to the vehicle outside the scope of VinFast's permission.
- The user abuses the vehicle or uses it for a wrong purpose such as racing, off-road, overloading, or other purposes not allowed by VinFast or the law.
- The driver intentionally drives on harsh terrain such as potholes, debris, and many other obstacles ...
- VinFast refuses to deal with requests for indirect costs incurred during the rescue process, including: loss of time and vehicle owner's income, morale loss, commercial loss, phone costs, etc.
- The cost of returning the vehicle to the owner after the rescue and the repair is completed will not be within the scope of the VinFast rescue policy.
- In the event of natural disasters, epidemics, or force majeure, VinFast's ability to provide rescue services may be limited

When in need, customers can immediately contact the 24/7 free support and rescue call center via VinFast car support phone number: 1900 23 23 89. Currently, support services are deployed nationwide, applicable to all electric and petrol cars of VinFast.

After receiving information from customers, VinFast technicians will immediately assist at any time and place. The VinFast rescue team will tow the vehicle to the nearest distributor or service workshop, applicable for damage included in the warranty list that VinFast considers unable to be dealt with on the spot.

VinFast's 24/7 car rescue assists customers to tow their cars to the nearest distributor or service workshop for damage that makes the car unable to continue to operate that VinFast evaluates cannot be repaired on the spot. This service applies to vehicles within the warranty period.

VinFast offers this rescue service to maximize customer convenience when using VinFast cars. Thereby, users can rest assured when unexpected situations occur in the middle of the road, just contact the hotline (VinFast car support phone number), and the VinFast rescue team will promptly come to timely support.

VinFast car rescue operates 24/7, the towing service is performed by rescue units that VinFast is affiliated with. Currently, the network of service workshops and authorized VinFast distributors is present in many provinces/cities with large-scale, professional service, bringing convenience to customers.

Currently, the battery charging service at the VinFast charging station system only applies to customers using VinFast electric vehicles.
As such, electric vehicle drivers of other brands will not be able to use the charging service at VinFast stations.
 

Instructions for charging VinFast electric car batteries at the charging station:
- Step 1: Pull the car into the charging compartment of the available charging station (the charging station has a blue LED signal).
- Step 2: Park the car in a safe position, then push the lever under the left foot of the driver's seat to open the car charging port.
- Step 3: Take out the charger from its holster, and plug it into the car’s charging port. When the charging port and the vehicle are successfully connected, the LED on the charging port will turn blue. At this point, the charging process will take place completely automatically.
- Step 4: Check the charging status displayed on the VinFast application, the car's center screen, or the LCD screen of the charging station.
- Step 5: When the charging session is completed (when fully charged or reaches the SOC level, the charging time is set), the system will send a notification via the VinFast application, the central screen, and the LCD screen. When you want to end the charging session early, press the stop charging button on the center screen and wait for about 10 seconds.
- Step 6: Remove the charging gun from the car, and close the cover of the charging port. Move the vehicle out of the safe charging compartment to make room for another vehicle to charge.
- Step 7: Check the information about the charging history on the VinFast application, and pay the fee as prescribed.

Customers should not charge VinFast electric car batteries in the following cases:
- When the weather conditions are bad: heavy rain, thunder.
- Use the emergency stop button on the charging post in unusual circumstances such as the charging port or the vehicle having a burning smell, fire, or other incidents.
- Do not charge the battery when detecting abnormalities around or at the charging post: The cylinder is excessively dented, the edge of the base has unsafe factors such as volatile solutions, gasoline, chemicals, etc.
- If the battery temperature is high (over 60oC), customers should not charge immediately, but wait about 15-30 minutes for the battery temperature to drop below 45oC for the safe and continuous charging process.
The implementation of the above notes is to ensure the safe charging of VinFast electric car batteries and prolong battery life.

- First Activation & Installation
The first time you activate the Virtual Assistant, the system assists you in setting your personal preferences and introduces the main features of the system. To change the settings, go to Settings > Virtual Assistant.
The settings page allows customization:
• Gender - Set the gender of the Virtual Assistant
• Voice - Set to North/South accent for Virtual Assistant
• Mode - Set virtual assistant mode Continuous chat (Allows continuous chat without repeating the voice command “Hey VinFast”)
• Command timeout - Set how long the Virtual Assistant listens for commands
- Using guide
Activate Virtual Assistant
1. Press the button to use Virtual Assistant on the steering wheel or say “Hey, VinFast”
2. The system responds with a sound and a light border on the screen, indicating that the Virtual Assistant is ready
3. State your request clearly
4. After the command, the Virtual Assistant will perform your request. If your needs are beyond the virtual assistant's ability to perform, the system will respond or suggest other tasks within its ability

VinFast virtual assistant is a product developed by VinBigdata based on today's most advanced technology platforms such as artificial intelligence (AI), big data analysis, voice biometrics, etc. With a friendly interface, instant language recognition and processing speed, this smart tool on VF e34 can help users perform multiple hands-free tasks while driving such as:
- Smart car control
- Set up, track and remember driver profiles
- Navigation
- Safety and security
- Home and office facilities
- Car services

With VinFast's Virtual Assistant, users can easily turn on/off features such as air conditioners, fans, wifi, etc. just by voice, minimizing manual adjustments, and ensuring driver’s safety while driving the vehicle.
How to control these functions by using voice commands:
1. Adjust the air conditioner
- Turn on/off the air conditioner: Use the command "Turn on the air conditioner to X degrees / Turn on X degrees", the air conditioner will be adjusted with a temperature ranging from 16 - 30 degrees.
- Adjust the air conditioner temperature: Using the command "Increase the air conditioner to X degrees", "Reduce the air conditioner to X degrees", the system will adjust the air conditioner temperature from 16 - 30 degrees as requested by the user.
- Adjust the temperature according to the driver's perception: When using the command "I'm hot/I'm a bit hot/I'm too hot", "I'm cold/I'm a bit cold/I'm too cold", the virtual assistant will assist in adjusting the temperature control up/down 1 degree, and increase/decrease the fan up/down by 1-2 levels to bring comfort to the user.
2. Ventilation system
- Start the ventilation system: Using the command "Set the fan to level X", the virtual assistant will support turning on the ventilation fan from levels 1 - 8, and level 0 corresponds to turning it off.
- Customize fan temperature: Using the command "Increase the fan to X level", and "Reduce the fan by X level", the fan will be adjusted up/down from 1-2 levels.
- Adjust the direction of the fan: Using the command "Set/adjust the fan towards the face/ foot/face, foot/foot and front glass door", the system adjusts the fan in the required direction.
- Change the air ventilation mode: Use the command "Get inside/outside air".
3. Adjust the cooling mode
- Activate cooling mode: Using the command "Turn on / off cooling mode", the virtual assistant will activate or stop the cooling mode for the user.
4. Demister system
- Use the command "Turn on/off glass drying", "Turn on/off front glass drying", "Front glass drying", "Stop front glass drying".
5. Trunk
- Use the command "Close/open the trunk", "Close/open the trunk" or "Close/open the rear cover", the trunk will automatically adjust as required. This action is performed when the vehicle has come to a complete stop.
6. Wi-Fi system
- Use the command Turn on/off wifi.
7. Activate the Camera
- Use the command "Open Front Camera / Open Rear Camera

Customers can register for a VinFast e-scooters test ride. There are 3 different registration options:

+ Option 1: Contact the Customer Service team via hotline 1900 23 23 89
+ Option 2: Register directly at 1 of the Showrooms or VinFast Sales agent.
+ Option 3: Register via the website https://shop.vinfastauto.com/vn_en/dang-ky-lai-thu-xmd.html

• Step 1: Customers visit the VinFast website https://shop.vinfastauto.com/on/demandware.store/Sites-app_vinfast_vn-Site/en_VN/CartBike-Show
  (Applied to products including Theon, Theon S, Vento, Vento S, Feliz S, Klara S, Klara S 2022)
  Step 2: Customers choose the preferred e-scooters model
  Step 3: Customers choose the e-scooters color
  Step 4: Customers choose an option for the e-scooters battery (renting or purchasing)
  Step 5:
  + Customers enter personal information including: Full name, phone number, identity card, and email.
  + Customers choose the City, Showroom most convenient to receive the Electric Bike, salesperson name, and referral code (if they have one).
  Step 6: Customers tick the Commitment, Terms & Conditions boxes of VinFast Online. After that, customers choose the suitable payment method (credit card or ATM domestic card/ Internet Banking) and click the “Confirm option”.
  Step 7: Customers re-check the information in the order board before moving on to Payment.
  Step 8: Customers enter information and proceed with all the required steps. With each payment method, the system will require different information. Customers after filling in all the blanks will click “Confirm payment”
  Step 9: After the payment procedure, VinFast will send a confirmation email to customers within 24 hours of the payment period.
  Step 10: After receiving the email and confirming it, customers can go to the registered showroom to receive the e-scooters. The exact date is scheduled with the salesperson.

With reference to the most updated methods for deposit payment, customers will go through 4 steps:

Step 1: Customers choose the nearest showroom/ VinFast Electric bike agent, which is suitable for bike purchase and reception afterward.
Step 2: The salesperson consults options and supports customers in signing the contract and deposit payment.
Step 3: Customers receive the VinFast e-scooters according to the schedule with the salesperson.

The currently accepted payment methods are:
①: Cash (when receiving VinFast e-scooters)
②: International card - Visa, Master, JCB (through a payment gateway like Onepay or Payoo)
③: Domestic card, Internet Banking
④: Bank transfer: Customers transfer via the account listed on the website and enter the Transaction code/ or upload the Accreditation, Transaction receipt to confirm payment.
⑤: Installment payment via credit card
⑥: Installment payment via EVNFinance

1. Warranty conditions:

- The warranty book has the stamp of VinFast sales agent/ Showroom.
- Warranty can only apply when satisfying all the terms listed in the warranty book.
- There is detailed information proving that the vehicle has adequate, regular and quality maintenance levels that adhere to the manufacturer's standard. The maintenance could be carried out by a licensed service center/ distributor of VinFast.

2. Product parts that have limited warranty:

Lead acid battery has a warranty of 1 year.
The battery has a warranty of 3 years.

3. Regulations for spare part warranty (authentic spare part):

Substitute spare parts for customers’ vehicles having maintenance service at VinFast licensed service center/ distributor, which is paid by customers, will have 1 year of warranty counting from the day finishing maintenance. To receive the maintenance warranty, customers are responsible for the storage of all maintenance documents including maintenance orders, payments, invoices and receipts proving that the spare parts are substituted by VinFast licensed service center/ distributor.
Spare parts purchased but not substituted by VinFast licensed service center/ distributor will not be eligible for warranty according to policy.

According to VinFast's recommendations, customers should maintain e-scooters after 1000km run or 1 month after purchase. Subsequent visits should be carried out after 5000km run or 6 months from the last maintenance.

VinFast e-scooter has a 3-year warranty with an unlimited number of kilometers/miles traveled.

The warranty period starts from the purchase date included in the invoice.

In addition to the warranty policy in accordance with VinFast's responsibility, there are some cases of damages in which customers will not be benefited from VinFast’s warranty, including:
- Damage caused by using counterfeit spare parts
- Damage caused by misuse and excessive use of the vehicle
- Damage caused by not following the maintenance schedule.
- Damage caused by using the vehicle in flooded conditions or by foreign objects.
- Damage caused by factors beyond the control of the manufacturer.
- Damage to the battery/battery caused by parking in a high-temperature environment.
- Warranty does not apply to routine maintenance.
- Damage caused by wear and tear.
- Damage occurred within the warranty period but was reported after the warranty period expired.

Customers should pay attention to the following conditions applied for VinFast warranted e-scooters, including:
1. Warranted product
Terms and conditions of the warranty stated in this warranty book are applied for licensed VinFast e-scooters, which are manufactured and distributed within VinFast Showrooms and distribution systems across the country.
2. Scope of warranty
- The product warranty is the repair, and replacement updates of any defect caused by defective materials, software, or workmanship.
- Spare parts are VinFast-licensed components, provided by VinFast.
- The warranty is only valid in the territory of Vietnam, applied and executed in Service centers and distributors of VinFast.
- VinFast is not responsible for recalling and replacing new products unless the warranty can fix the mentioned defects.
In case of changing the vehicle’s ownership, all warranty conditions are still valid for the new owner until the end of the warranty period.

To pay for charging at the charging station, Customers need to add a payment account on the VinFast E-Scooter App. The steps are as follows
- Step 1: Customers go to Payment on VinFast E-Scooter App. Next, select “Add method of PAYMENT”.
- Step 2: Depending on customer needs, customers can choose payment methods:
Via bank ATM card
Via credit card
Or via both ATM card and credit card.
- Step 3: Customers add payment method information:
With ATM card: Customers enter card number information and add related information according to the instruction form, authenticate via OTP code to pair the card with the app.
With international cards (JCB, Visa, Master): Customers enter card number information, fill in additional information in the form, and authenticate via OTP code to pair the card with the app.

Here is the unit price of charging electric cars, scooters, and forms of payment applied at public charging stations:
Charging unit price: 3,117.4 VND/kWh (Equivalent to Level 5 electricity unit price announced by the Ministry of Industry and Trade on March 20, 2019 - No. 648/QD-BCT)
Overtime charging unit price does not apply to electric scooters
Payment method: Pay with the monthly battery subscription cost
Note:
The above prices included VAT
The unit price will change according to the market price, when there is an announcement from the Ministry of Industry and Trade
Unit prices apply from the date of issue until further notice

● Step 1: Move the e-scooter to the empty charging post, with an available charging port (the indicator light of the charging post is green).
● Step 2: Turn off the engine, open the trunk, connect the charger to the e-scooter and plug the charger into an empty socket on the charging port.
● Step 3: Log in to VinFast E-Scooter App, go to Services, select Scan QR Code, scan the QR code on the charging post, select the corresponding charging port, and confirm to start the charging process. Please note that the scooter only starts charging when the status light on the charging port turns red.
● Step 3.1: On the App, the available ports will appear, and the customer selects the corresponding charging port with the charger plugged in (see HD in step 1).
● Step 3.2: Select the corresponding charging port on the App corresponding to the charging port. Press OK in the right corner of the screen and the charging process will begin.
● Step 4: On the screen, information such as: charging time, power consumption, and the provisional amount will be displayed. If the Customer wants to end the charging session, press Stop Charging.
● Step 5: Customers check and review the information related to the charging session on the VinFast E-Scooter application including:
❖ Total charging time
❖ Power Consumption
❖ Price
● Step 6: After charging ends or the Customer stops charging, the indicator light at the charging port turns green. Customers unplug the charger from the socket of the charging post, store the charger in the trunk, move the vehicle out of the charging position, and finish the charging process.

In order to make the experience more enjoyable and optimize the usage time, users should note the following things to recharge the battery at the charging station:
+ Find the nearest charging station with VinFast E-Scooter App
+ When plugging in the charger, swift and definitive movements are recomended to avoid the power flickering and the charging process interrupted.
+ When unplugging the charger, users should turn off the engine, unplug the charger from the power outlet first, then unplug the charging port. In particular, it is necessary to wait at least 30 seconds before turning on the electric lock.
+ In case of sudden unplugging, users need to wait at least 10 seconds if charging on the vehicle and 1 minute if charging directly, before plugging the charger back in.
+ If the connection is not stable, the user should unplug the charger and plug it back in.