BYD says it will focus on improving the ownership experience for its customers, with its after-sales business forming a key part of its renewed strategy.
Speaking to the media, BYD Australia Chief Operating Officer Stephen Collins said customer service was one of the five key pillars the company was working to improve.
“We are really aware that we still have a lot of work to do in this area and we are really committed to making sure we get this right,” Mr Collins told local media Daily Sparkz.
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Other focal points include improving brand positioning, introducing new models, expanding the dealer network and targeted fleet sales.
“We’re working really hard to reduce wait times for service,” he said.
“We work really hard on the parts so we have a 95 per cent fill rate on our parts. This means that 95 per cent of the time when a dealer needs a part it will be in our shed in Melbourne or Brisbane,” Mr Collins added, explaining that the company was guided by industry standards for parts turnaround times.
“We have just invested in a 20,000 square meter warehouse in Melbourne and will be investing in warehouses in other states in the coming months.”
However, Mr Collins says after-sales support goes beyond spare parts and maintenance.
“We have a call center in Sydney, we have a call center in Melbourne. They’re all local. I think that just shows our commitment to improving the customer experience.”
As reported in recent days, BYD plans to expand its product range in Australia in the coming months, with up to eight new models planned for 2026.
The Chinese automaker has also admitted that it is underperforming in fleet sales, with fleets accounting for just 10 percent of its sales volume – compared to the industry average of 35 percent.
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