For decades, servicing your car has meant disrupting your day. Ford is changing that. In a move set to redefine customer convenience, Ford is using smart, connected vehicle technology to flip the script on vehicle maintenance, bringing the service department directly to the customer with an industry-first "4 Hours or Free"¹ mobile service program² in Vietnam.
The program is a direct response to one of the most common pain points of car ownership: finding the time for essential maintenance.
"This entire program is built around respecting our customers' most valuable asset: their time," said Tran Tien Duc, FCSD Director, Ford Vietnam. "Whether your car needs an oil change or a minor repair, our mobile service vehicles will come to wherever you are in Hanoi, so you can get on with your day without disruption.”
And it’s not just a concept – it's a proven success. Between January 2024 and August 2025, the program completed 9,655 services with a remarkable 97 percent on-time completion rate. Following its success in Hanoi, the program expanded to Ho Chi Minh City and Binh Duong in February, delivering over 1,000 mobile services in its first month in Ho Chi Minh City alone.
"This program is a testament to Ford's commitment to customer satisfaction," said Umashankar PK, FCSD Director, Ford International Markets Group⁴. "By personalising vehicle service, we're ensuring our customers have a seamless and convenient experience throughout their ownership journey."
The enthusiasm is shared by Ford's dealer partners, who are on the front line of delivering this new standard of care.
Mr Binh, Vice President of Ford ICD Dealers, Vietnam, added, "Four-hour mobile service is a game changer. It boosts satisfaction, loyalty, and brand reputation. We look forward to the promising service retention rates as a result of this offer”.
The Intelligence Behind the Convenience
The program’s success is powered by a sophisticated, data-driven system:
We Anticipate Your Needs: The system intelligently tracks a vehicle’s service needs⁵ and proactively prompts owners to book a mobile appointment at their preferred location.
Strategic Positioning: Technology recommends optimal locations to position the Mobile Service Vehicles (MSVs)² across the cities, ensuring they are always close to customers who need them.
Real-Time Transparency: After booking, customers can track the technician's arrival and service progress in real-time on their smartphone.
Digital Simplicity: A digital invoice and seamless payment options are provided the moment the service is complete.
Our Promise: The “4 Hours or Free”¹ guarantee: if the service isn't completed within four hours of the booking, it’s free of charge – parts and labour included.
A Blueprint for the Future
Buoyed by the incredible results in Vietnam, Ford is now viewing the program as a potential blueprint for its other markets.
“We’re always looking at ways of adding value with the services we provide to our customers, and the success of this particular program in Vietnam is proof of that,” added Uma. “We’re looking at how a program like this could be rolled out in other markets across Ford’s International Markets Group.”
For customers residing outside of the initial launch cities, Ford’s national fleet of 54 MSVs continues to provide support through the complimentary legacy³ Mobile Service program.
Disclaimers
The ‘4-Hours or Free’ guarantee is only applicable to MSV customers that have been identified by Ford as eligible for the service.
Ford MSV is only equipped to provide the following services: all periodic maintenance services (oil/coolant/filter replacement), replacement of wear and tear parts like brake pad and brake lining, checking and replacement of belts, tyre rotation (tyre inflator), brake bleeding, AC and battery check-up, top wash and interior cleaning, and minor repairs.
Legacy Mobile Service refers to the standard complimentary Mobile Service offering without a ‘4-hours or free’ guarantee.
Ford International Markets Group comprises Australia, New Zealand, South Africa, Thailand, South Korea, Philippines, Vietnam, and the Middle East.
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