As BYD, the world’s largest Chinese electric vehicle (EV) maker, gains ground in Nepal, questions over after-sales support, access to repair facilities and the cost and availability of spare parts have increased. Cimex Inc, the authorised distributor of BYD vehicles in Nepal, has opened a brand-new service center in Bhaktapur to address these concerns. The company also conducted a groundbreaking ceremony for another service facility in Dallu, Kathmandu. These twin developments mark another step in BYD’s rapid expansion strategy aimed at meeting the rising demand for clean mobility across the Kathmandu valley and beyond.

Feng Erdong, assistant general manager and head of after-sales for BYD Asia Pacific, and Liu Xiaofeng, head of after-sales for South Asia at BYD Asia Pacific Auto Sales Division, are in Nepal to review and expand the company’s after-sales network. The Post’s Krishana Prasain spoke with the two executives about customer support, technology and BYD’s plans to build an EV ecosystem in Nepal. Excerpts:

How do you assess BYD’s after-sales services in Nepal?

Feng Erdong: This is our first visit to Nepal. Over the past few years, BYD has become the number one auto brand here. The automotive business requires a long-term commitment. Customers may be drawn to BYD by its exciting technology and products, but our retail partner, Cimex, has also developed a range of facilities that make it easier for us to reach them.

Buying a car is a long-term commitment, which is why after-sales service is important. Over the past few days, we have visited our warehouse, call centre and workshops in Nepal. What we have seen is exciting.

We currently have 50 workshops across Nepal, and we are working to ensure that customers can easily find a place to repair or maintain their vehicles. We also have a large warehouse in Kathmandu. Through our call centre, we can receive customer feedback directly. Customers with complaints or those needing support can easily get in touch with us.

As the head of after-sales for the Asia-Pacific region, how do you see Nepal vis-a-vis other markets, particularly as BYD’s presence in the region grows?

Feng Erdong: Nepal has some unique challenges. Road conditions are not as good as in some other countries, so vehicle maintenance requirements and service intervals may differ. We need sufficient service capacity to meet these needs. This is very important.

In some other Asia-Pacific markets, the delivery and processing of spare parts may be relatively straightforward. In Nepal, however, we have also had to deal with disruptions caused by disasters this year and adjust our supply accordingly.

We need to discuss how to speed up parts deliveries and ensure spare parts are stocked in advance. We must anticipate demand and make sure the necessary components are available when customers need them.

BYD is known for its technology. What new technologies can Nepali customers look forward to?

Liu Xiaofeng: One of the key technologies is fast charging. BYD's authorised dealer, Cimex Inc, has installed 30 kW DC fast chargers and 60 kW AC fast chargers at charging stations nationwide. Due to certain limitations, BYD has not been able to increase the maximum charging power available in Nepal. But with our fast-charging technology, customers can charge their EVs fully in as little as 10 minutes.

What are your plans to expand after-sales services in Nepal in the coming years?

Feng Erdong: We have already delivered 11,000 vehicles to customers in Nepal, including 6,000 in Kathmandu Valley alone. We must ensure that our service capacity keeps pace with this growth.

We plan to expand our network significantly. We are working to open more workshops and showrooms here. By early 2027, we plan to have 15 workshops across Nepal and increase that number to 21 by the end of 2027. Our goal is to make it easy for customers to find service centres for repairs and routine maintenance.

We are also preparing to construct a new warehouse. At the same time, we want to ensure that workshops receive spare parts quickly and reduce waiting times for customers.

Another priority is training the local workforce. BYD has advanced EV technology, and we need to transfer the necessary knowledge and skills to technicians so they can repair and service vehicles efficiently. This is not just a business responsibility; it is also our responsibility to the market.

We also plan to collaborate with universities and high schools in Nepal to offer internships and help develop a steady supply of trained technicians in the future.

We are not simply expanding our service network. We are building an entire ecosystem for the EV market in Nepal.

Nepal has many EV brands, most of them Chinese. What sets BYD apart from its competitors?

Liu Xiaofeng: We have visited the facilities of several Chinese and Indian EV brands operating in Nepal. Our assessment is that BYD maintains higher standards than many of its competitors.

Cimex has qualified technical managers, and they even help identify problems with vehicles from other EV brands. BYD is positioned as a premium brand in Nepal, and we believe our after-sales service, workshops, and facilities reflect that positioning.

Today, we also visited a multi-brand workshop that services four Chinese EV brands under one roof. Each brand has its own standards and procedures. That means the workshop has to follow four different sets of standards and four different service procedures.

BYD, by contrast, follows a single, standardised customer service process. This consistency helps us deliver a more uniform service experience and better serve customers as the market grows.

(This interview has been edited for clarity.)