BYD acknowledges ‘work to do’ in aftersales experience

BYD says it will focus on improving the ownership experience for its customers, with its aftersales business forming a key part of its renewed strategy.

Speaking to media, BYD Australia’s chief operating officer, Stephen Collins, said aftersales is one of the five key pillars the company is working to improve.

“We're really aware that we've got work to do in this area, and we're really determined to make sure that we get this right,” Mr Collins told local media, including CarExpert.

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Other areas of focus are improving the brand’s positioning, introducing new models, expanding its dealer network, and targeting fleet sales.

“We're really working hard to reduce wait times for service,” he said.

“We're really working hard on parts, so we have 95 per cent fill rate on our parts. What that means is that 95 per cent of the time when a dealer needs a part, it's sitting in our shed in Melbourne or Brisbane,” Mr Collins added, explaining that the company was aligned with industry standards for parts times.

“We've just invested in a Melbourne warehouse, 20,000 square metres, and we'll be investing in warehouses in other states over the coming months.”

But Mr Collins says its aftersales support goes beyond parts and servicing.

“We've got a call centre in Sydney, we've got a call centre in Melbourne. They're all local. So, I think it just illustrates our commitment to improving that customer experience.”

As reported in recent days, BYD is planning to expand its product lineup in Australia in the coming months, with up to eight new models planned for 2026.

The Chinese automaker has also acknowledged it’s underperforming in fleet sales, with just 10 per cent of its sales volume being allocated to fleet – compared with the industry average of 35 per cent.

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