Exclusive Q&A: How GAC plans to win over European customers

It comes down to four areas. First, convenient service. Backed by our Rotterdam Parts Distribution Center, our parts order fulfillment rate is above 95%, with shipping within 36 hours on average – so you’re never stuck waiting for a part. Our local European technical service team responds to repair needs within 48 hours. And with Allianz Partners, we offer three years of free pan-European roadside assistance.

The second is quality assurance. GAC offers an 8-year/160,000 km vehicle warranty and an 8-year/200,000 km power battery warranty, plus a 10-year unlimited-mileage anti-corrosion warranty and a 3-year unlimited-mileage paint warranty. And all dealer technicians are certified by GAC.

Third, customer care. In self-operated markets like France, we will open local-language call centres first, with native-speaker agents handling every question – and we’ll gradually extend this across Europe to make service more considerate. We’ll also keep delivering vehicle OTA upgrades so the smart experience keeps improving, and regularly organise owner events, providing care for the whole life of the car.

Fourth, the smart ecosystem. GAC also provides charging equipment that meets European standards. And the official app packs more than 40 features – remote car control, service booking, online consultations with engineers and more – so customers can handle most of their car needs without leaving home.

Autocar: What steps is GAC taking to ensure it has a long-term future in Europe?

Ma Haiyang: First, being here for the long haul. GAC has been in Europe for eight years, and we don’t really see ourselves as a “newcomer.” Over those years we built the Milan design centre, started local production in Europe, and put together a service network, step by step.

Second, going deep for the long term. We expect to open the European R&D centre in 2027, and by 2028 gradually build an engineering team of more than a hundred people, covering local product definition, compliance and user experience. On channel layout, we’ve already reached 30 countries. This year we plan to open more than 180 sales and service outlets in Europe, across our five core markets: the UK, Germany, France, Italy and Spain.