Customer Support

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.

VinFast would like to introduce available tools to help customers better understand and purchase online at our website vinfastauto.com, including:
①: Car comparison
- Compare the differences between each model and edition of VinFast in terms of Dimensions & Weight, Engine and Operation, Exterior, Interior, Safety & Security. Access link: https://shop.vinfastauto.com/vn_en/so-sanh-xe-vinfast
②: Rolling-up cost calculation
- Calculate the total cost to purchase a vehicle (the price of the vehicle, incentives, registration fee, maintenance fee, insurance...). Access link: https://shop.vinfastauto.com/vn_en/rolling-up-cost
③: Instalment payments estimation
- Automatically estimate installment payments corresponding to the car value, loan tenure, and interest. Access link: https://shop.vinfastauto.com/vn_en/installment-cost
- Pre-approve loan limit immediately with Techcombank. Customers can easily calculate the corresponding loan limit themselves. Access link: https://shop.vinfastauto.com/vn_vi/tham-dinh-vay-o-to
⑤: Schedule a maintenance appointment
- Customers can set a suitable maintenance schedule according to their personal plan. Access link: https://shop.vinfastauto.com/vn_en/dat-lich-dich-vu-bao-duong.html

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 verify an online bank loan when buying a VinFast car, customers need to visit https://shop.vinfastauto.com/vn_en/tham-dinh-vay-o-to and follow the below instructions:

+ Step 1: Fill in the registration form with the customer's full name, date of birth, ID, phone number, email, current residence, education, marriage status, a Techcombank office that customers want to be served.
+ Step 2 (Loan options): Fill in the loan amount and the expected loan period (from 1 to 8 years) after choosing the preferred VinFast car model and version.
+ Step 3 (Evaluating borrower income): Customers need to prove their income with 6 sources of income including: salary, house rental, car rental, household business, self-employment, and pension. Customers can choose one or more income sources as proof of their financial capacity according to the instructions in the registration form.
+ Step 4 (Credit Obligation): Customers have to share all information about other bank loans (if any) and declare that the information provided is true and correct and complies with VinFast's Privacy Policy. The results of the credit appraisal by Techcombank for VinFast car loans will be announced after the registration form is completed.

Customers can transfer the Deposit to VinFast Trading by one of the following methods:
- Payment via credit card;
- Payment via domestic ATM;
- Payment via bank transfer to VinFast Trading's account with the following information:
Account holder's name: VinFast Service and Trading Business Co., Ltd
Account number: 19035192838125
Bank: Vietnam Technological and Commercial Joint Stock Bank (Techcombank)

Buy VinFast electric cars directly at the Showroom:
- Customers can go to the nearest showroom/authorized dealer in VinFast's nationwide showroom system and experience directly, receive advice from staff to choose the right car model.
- After choosing a model, customers can pay at once or make a deposit and schedule a date to receive the car. For the deposit form, the customers will receive a car purchase contract. At the time of receiving the car according to the registration and agreement with the dealer, the customer can go to the showroom to receive the car and pay the remaining cost.

Buy VinFast electric car online
- Visit the deposit website https://shop.vinfastauto.com/vn_en/dat-coc-o-to-dien-vinfast.html
- Customers choose the car model they want to buy, choose the interior/exterior color, and click "Deposit now"
- Fill in personal information and choose the most convenient showroom/dealer location to receive the car.
- Read carefully the terms and conditions in the Deposit Agreement and click "Confirm"
- Make the deposit payment via one of the following methods: bank transfer, domestic debit cards, or international cards (Visa, Master Card).
- Within 24 hours of deposit payment, customers will receive a confirmation email from [email protected]. After receiving the email, the order is officially confirmed.
 

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.

With the advantages of speed, quality, cost optimization, etc., VinFast rescue services are considered to be perfect for building a comprehensive green car ecosystem. Currently, VinFast is deploying 3 rescue services:
- VinFast 24/7 rescue service
- Electric car battery rescue service
- Mobile repair service

To check VinFast car warranty book, customers should follow these steps:
+ Step 1: At the home page of VinFast website, customers select "After-sales service" => "Warranty information"
+ Step 2: In the "Automobile warranty period" section, the customer selects the warranty book => Select the type of vehicle to check the information.

All VinFast cars, including petrol and electric cars, have a warranty period of 10 years or 200,000km, whichever comes first - the longest for a regular car model on the market. As for the VinFast VF 5 model, VinFast applies a warranty period of 7 years or 140,000 km, whichever comes first.

The warranty covers the repair of defects in software, component quality, or VinFast assembly errors provided that the product is properly used and maintained, it does not cover items not subjected to warranty terms and conditions.

Replacement parts in the warranty are the smallest genuine parts and components provided by VinFast.

Warranty is valid throughout the territory of Vietnam, only applied and performed at VinFast Service Workshops and Authorized Distributors.

Warranty repairs are performed free of charge under warranty terms and conditions.

When in need of VinFast 24/7 rescue service, customers first need to contact the hotline 1900 23 23 89. Then, the customer provides personal information, the location of the incident, and the vehicle damage status for guidance on handling simple problems on their own.

In case the customer cannot handle it by themselves, the technician technicians will directly handle the repairable items corresponding to the service supply capacity of each distributor, and service workshop according to the mobile repair service operation process (Mobile Service).

For damage that VinFast believes cannot be repaired on the spot, the customer's vehicle will be towed to the nearest distributor or service workshop.

Customers assess the quality of VinFast's 24/7 rescue service after completing the rescue. User opinions will help VinFast improve service quality and improve customer experience in the future.

 

VinFast car rescue service operates 24 hours a day, 7 days a week, including holidays and Tet.

In regions where vehicle specifications, service systems, and parts support are standardized, customers may receive warranty services when operating their vehicles across countries within the same eligible region.

•    North America
Vehicles officially distributed by VinFast in the United States and Canada are eligible for cross-border warranty coverage between the two countries.
•    Europe
Vehicles officially distributed within the European Union (EU), including markets such as Germany, France, and the Netherlands, are eligible for cross-border warranty coverage throughout EU member states.
•    Middle East
Vehicles officially distributed within the Gulf Cooperation Council (GCC), comprising Saudi Arabia, the United Arab Emirates (UAE), Qatar, Kuwait, Oman, and Bahrain, are eligible for cross-border warranty coverage across all six member countries.
 

Cross-border warranty coverage is available only in regions that satisfy the operational, technical, and service requirements necessary to ensure consistent ownership experience and the highest standards of customer support. These requirements include:

•    Consistent warranty policies across participating markets;
•    Aligned vehicle specifications and technical standards;
•    Standardized parts supply and diagnostic systems;
•    Shared service systems enabling authorized Service Centers to access vehicle records, warranty information, service history, and operational data;
•    VinFast's ability to maintain consistent service quality and operational standards across its authorized Dealer and Service Center network.

This approach also reflects VinFast's ongoing efforts to expand and further integrate its global service network, with the aim of extending cross-border warranty coverage to additional regions in the future.

Due to market-specific distribution structures and service infrastructure considerations, warranty coverage is currently limited to the country in which the vehicle was originally purchased in the following markets:

•    Vietnam 
•    Indonesia 
•    India 
•    Philippines 
•    Kazakhstan (CIS region)

To help customers make informed decisions when relocating or operating their vehicles internationally, VinFast would like to highlight the following considerations:

General Policy
Vehicles purchased in one market and subsequently operated in a country outside the applicable cross-border warranty region will not be eligible for warranty benefits under the original warranty policy.
In such circumstances, even where customers are willing to bear the associated service costs, VinFast's ability to provide support may be subject to technical, operational, and logistical constraints.

Parts Availability
Vehicle specifications may vary across markets due to local regulatory requirements and market-specific product configurations. As a result, certain parts and components may differ and may not be readily interchangeable between markets. Where cross-market parts sourcing is feasible, additional lead times and international shipping costs may apply.

Technical Compatibility
Certain technical services, including software updates, may not be compatible with vehicles intended for other markets and may therefore be unavailable.

Service Support
•    In markets where VinFast maintains an authorized service network, Service Centers will endeavor to assist customers by conducting vehicle inspections and assessments. However, the availability of repair solutions may be subject to parts availability, technical compatibility, and service capabilities, and therefore cannot be guaranteed in all circumstances.

•    In markets where VinFast does not currently maintain a commercial or service presence, direct service support may not be available.

VinFast's Recommendation to Customers
Customers who plan to use their vehicle outside the original market of purchase for an extended period are encouraged to contact VinFast in advance. This allows our team to provide guidance on available support services, service capabilities, and any market-specific considerations that may apply.

For additional information regarding cross-border warranty eligibility, customers should refer to the ""Warranty Coverage"" section of the Warranty Booklet supplied with their vehicle, where applicable.
As VinFast continues to expand its global footprint, we remain committed to strengthening our service network and enhancing the ownership experience for customers worldwide. Updates to the Cross-Border Warranty Policy and related after-sales programs will be communicated through VinFast's official channels.

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