Mr. Wen, an owner of the Xiaomi SU7 EV, recently shared a video revealing that his vehicle experienced a breakdown after just 39 kilometers of travel. He had to have the car towed back to the delivery center for inspection. Despite an initial check revealing no issues, after-sales staff offered to manage the return process, but Mr. Wen insisted on a vehicle exchange.
User's Request for Replacement
Mr. Wen had purchased the standard version of the Xiaomi SU7 at the Xiaomi Auto Delivery Center in Xiang’an, Xiamen City. This incident triggered discussions about the reliability of the new car among enthusiasts and consumers alike.
After-Sales Response and Resolution
Conversations between Mr. Wen and the after-sales service, including a plea for a new vehicle rather than a return, were shared by the user. The after-sales team highlighted the necessity of sending the car back to the factory for a thorough analysis to determine the cause of the breakdown. They mentioned that immediate repairs were not feasible due to this need for further investigation.
The after-sales team assured Mr. Wen that the car would be returned to him post a detailed inspection, emphasizing their commitment to ensuring the quality of their vehicles. They acknowledged and apologized for the dissatisfaction caused by his car purchasing experience.
Agreement for Replacement
Despite the company's focus on diagnosing the breakdown issue and improving their cars, Mr. Wen persisted in requesting a replacement. Following an internal review, the Xiaomi after-sales team agreed to provide a replacement under the original order number. However, they mentioned that due to a high volume of orders, the delivery of the replacement may not be immediate.
While the company works on identifying the cause of the breakdown, they are unable to instantly offer a substitute due to the current demand for their vehicles. To compensate Mr. Wen during the waiting period for the new car, the company agreed to provide transportation rights compensation of 150 yuan in cash or equivalent points per day.
