Customer Support

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 schedule a Mobiles Service appointment for VinFast e-scooter, customers can follow these steps:
Step 1: Make an appointment
Customers book an appointment for Mobile Service in advance via the VinFast hotline 1900 23 23 89.

Step 2: Confirm the schedule and quotation
VinFast service workshop will receive and evaluate the vehicle condition and needed services and confirm the appointment with the customer, prepare vehicles, personnel and spare parts for Mobile Service.

Step 3: Servicing
To carry out the service appointment, customers need to arrange a location to ensure the conditions for VinFast to complete the service.

Step 4: Vehicle inspection and handover
After completing the repair and troubleshooting, the customer checks and confirms the items according to the following criteria: correctness, sufficiency, quality as required, and receives the vehicle.

Step 5: Payment
Customers make the payment for repair costs (cash, bank transfer or online payment).

Note to ensure safety during mobile service:
+ The service area should be flat & convenient to work. Depending on the repair requirement, VinFast staff will consult and confirm with the customer.
+ Mobile Service cannot be performed in extreme conditions such as: fire, natural disaster and epidemic,...
+ Service performance in case of unfavorable weather conditions (rainy, sunny) may be limited.

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.

● 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.