Mr. Wen, a user of the Xiaomi SU7 EV, just released a video showing that his car broke down after just 39 kilometers of journey. He towed the car back to the delivery center. After the initial inspection, no problems were found. The after-sales personnel told him that they were willing to handle the return process of the car, however, he insisted on an exchange.
He informed that he purchased the standard version of the Xiaomi SU7 car at the Xiaomi Auto Delivery Center in Xiang’an, Xiamen City. Naturally, the incident sparked a heated conversation about the new car.
The user insisted on a replacement
The user has shared screenshots of his conversation with the after-sales service. “What I want is a car, not a return. Can’t you reschedule Youxian to produce one for me?” the user asked the after-sales personnel.
The after-sales personnel informed the user that the car needed to be returned to the factory for further analysis so that the company could find out the reason behind the breakdown. He also clarified that it wasn’t possible to repair the car right away. “The cause of the vehicle’s failure needs to be returned to the factory for further analysis, and it is temporarily unable to be repaired.”
The personnel informed that the car will be returned to him after a detailed inspection. It would surely take time, however, according to the company, it is to ensure the quality of the cars. The personnel also apologized to the user for the disappointing car purchasing experience.
Xiaomi after-sales personnel agreed to offer a replacement
However, Mr. Wen insisted on a replacement. Fortunately, after an internal application, the Xiaomi after-sales personnel agreed to offer a replacement to the user. “If the original order number does not change, we will apply to schedule the production of new vehicles according to the original order number in the system.” However, the personnel also informed that there are currently many users arranging orders, and the company cannot promise to deliver the replacement in a short time.
Simply the company wants to find out what caused their car to break down and work on the problem, but offering the user an instant replacement isn’t temporarily possible due to the current high demand.
During the waiting period until the date of delivery of the replacement car, the company agreed to provide transportation rights compensation (150 yuan in cash or an equal amount of points per day, optional).
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