Following after-sales service issues due to a surge in vehicle deliveries outpacing OMODA & JAECOO's backend service capacity—which still requires time to stabilize and regain customer confidence—Bill Zhang, Vice President of OMODA & JAECO Thailand and AIMOGA, together with Theeraphan Laongsri, Director of After-Sales Service for OMODA & JAECOO (Thailand), gave an exclusive interview about their after-sales standards and service processes for 2026. Their focus is on elevating service quality to meet international standards and fully satisfy Thai customer needs.
After-Sales Service Standards for 2026
The company has established five core pillars for after-sales service standards to ensure customers receive high-quality, professional service.
The first pillar is Manpower: the company prioritizes providing sufficient staff to effectively handle service demands and meet customer needs comprehensively.
The second pillar is Service Process: every service center must follow a standardized seven-step service procedure set by the company to guarantee consistent, equitable service quality across all locations.
The third pillar is Parts Management: the company maintains adequate initial stock of all parts, including maintenance parts, wear-and-tear components, and body parts, ensuring rapid and efficient customer service.
The fourth pillar is Tooling & Equipment: all service centers must be fully equipped with necessary tools meeting set standards, targeting at least 80% of required equipment to enable effective and accurate repairs in line with manufacturer specifications.
The fifth and final pillar is Facility & CI/VI: every service center must comply with company standards, featuring well-designed customer reception areas, suitable service shops, and comfortable customer lounges to create a positive experience from the first visit. Elevating service quality according to these standards will build long-term customer trust and satisfaction.
New Vehicle Inspection and Delivery Process
OMODA & JAECOO have developed a comprehensive end-to-end Pre-Delivery Inspection (PDI) and delivery process consisting of eight main steps to ensure every vehicle delivered to customers is in perfect condition and ready to use. The process starts when vehicles arrive at the port, where the team inspects and confirms each vehicle’s condition, thoroughly checking and recording details, including any transport damage, to enable immediate corrective action if needed.
The second step involves a detailed 360-degree exterior inspection at the port, categorizing each vehicle as ready to proceed, on hold for further checks, or requiring repairs. Vehicles with issues are not forwarded to the next steps until fully resolved. Afterwards, vehicles are transported to the PDI center or authorized yards per allocation plans, with VIN-based tracking systems allowing real-time location and status monitoring.
Upon arrival at the PDI center, vehicles undergo a full inspection per OMODA and JAECOO standards, covering three main areas. First, technical and safety checks include electrical systems, ECU diagnostics, brakes, steering, and suspension. For electric vehicles, checks extend to high-voltage systems, battery status, charging, and software health. Second, vehicle preparation involves software updates, charging both 12V and high-voltage batteries, and initial vehicle settings. Third, accessories and documentation are verified, including standard equipment, EV chargers, charging cables, owner manuals, warranties, and confirmation of VIN and engine or motor numbers.
If any item fails the standards during inspection, the vehicle enters a repair and re-inspection phase. Technicians fix all issues, followed by targeted rechecks to confirm all corrections. Once fully compliant, the vehicle status is updated to “ready for sale” and authorized for release to dealerships, with final quality assurance confirming all inspections and warranties are complete.
Vehicles are delivered to dealerships with complete handover documents. Dealers inspect and confirm vehicle condition before adding to inventory. In the final step, dealers perform a brand-standard final PDI, clean the vehicle, and prepare it for customer delivery. Once ready, confirmation is given that all required checks are passed, officially preparing the vehicle for handover. This rigorous process ensures every customer receives a top-quality vehicle.
Vehicle Accessories Included
Owners who have yet to receive accessories such as warranty books, owner manuals, floor mats, and Vehicle to Load (V2L) equipment will have these delivered to dealers by February 2026. For those who have not yet received or installed Wall Chargers, delivery and installation will be phased from now through April 2026. For KD (knock-down) assembled vehicles in Thailand, accessories including warranty books, owner manuals, floor mats, and V2L equipment will be delivered with the new vehicle, enabling customers to fully utilize their electric vehicles from day one.
After-Sales Support System
Thailand continues to experience a high rate of road accidents. Statistics from 2020 to 2025 show a significant upward trend, which is expected to remain high in 2026.
To meet the growing demand from accidents and vehicle repairs, the company has established a comprehensive support system consisting of three main components: a Customer Complaint Management Workflow, Technical Support Workflow, and Spare Parts Order-to-Delivery Flow. These systems are designed to respond quickly and efficiently to customer needs.
Warehouse
Since January 2026, the company has prepared warehouses to support the demand for OMODA & JAECOO vehicle parts and accessories in Thailand.
Arrival Stock
The company has received shipments totaling 13 containers with 42,564 parts, of which 9 containers have already been received.
Remaining Expected Goods Received
An additional 4 containers are expected, with completion planned by 16 Feb 2026.
This substantial parts inventory demonstrates the company's readiness to continuously support after-sales service and vehicle repairs for customers and service centers throughout Thailand.