Whether it’s a cooktop that just won’t heat up or an oven that won’t stop beeping, a faulty appliance can quickly turn a meal into a nightmare, or even a total no-go.
Having reliable service at the ready can make all the difference between a minor hiccup and a cancelled dinner party. Swiss appliance brand V-ZUG is taking this seriously, with an approach to after-sales service that ensures customers never feel like they’ve been left out to dry — or fry, so to speak.
“Exceptional service is crucial throughout the entire lifecycle of V-ZUG’s products,” says Angeline Yap, the brand’s managing director for Southeast Asia. “[Our team] is always ready to respond, troubleshoot any concerns and provide support to customers throughout their journey with us.”
All in order
When it comes to after-sales service, speed is key in ensuring that homeowners’ plans aren’t disrupted by a faulty appliance.
V-ZUG’s customers get access to a direct appointment system that allows for easy scheduling of service. “Assistance is always readily available through a simple call or text,” says Yap. “We take pride in our high success rate for first-visit service interventions, which means that most issues are resolved during the initial visit by our trained technicians.”
Oftentimes, a faulty appliance may not be due to wear and tear, but to an extraneous factor. Sharon, a homeowner, shares that her induction cooktop was “not heating up properly”, after a period of prolonged non-use.
“When the recovery team arrived … they conducted a thorough examination and found a dead lizard.” The carcass was promptly removed and the issue was resolved immediately.
Fellow homeowner Samuel recounts an incident he had with his CombiCooktop V4000 I804.
“I noticed an error code on my cooktop, and the concierge who addressed my issue flagged it immediately,” he says. A technician was then activated to troubleshoot the problem, and the issue was resolved by the next day.
This personal touch was important for Samuel. “Dealing directly with the brand concierge and technician, rather than a third-party agent, elevates confidence and assurance.”
Teach a man to fish
Beyond direct servicing, V-ZUG also provides demonstrations and training to help homeowners better operate and maintain their appliances.
Samuel was particularly impressed by this. “I’m glad that V-ZUG provides product training as an after-sales service in our home. Instead of manual instructions, one-on-one guidance is beneficial.”
Another homeowner who appreciated V-ZUG’s product demonstrations is Huiting, who says that these were especially useful for her mother and helpers.
“They were taught how to use the appliances based on our cooking preferences,” says Huiting, who has a full suite of V-ZUG products in both her dry and wet kitchens. “We learned some tricks and tips on ways to cook and reheat different foods … [The product manager] was very patient with our questions, and even communicated in Mandarin to my mother, ensuring she would be comfortable using the appliances.”
Having the opportunity to learn from the V-ZUG team in person, with personalised demonstrations, is something customer Fion found beneficial for her family.
Similar to Huiting, Fion has stocked both her dry and wet kitchens with V-ZUG appliances, including a built-in CombiSteamer and Coffee Centre. “The hands-on practice gave [my family] the confidence to use all of the appliances to cook and warm up dishes,” she says, adding that the cleaning and maintenance tips provided were “wonderful”.
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