Mr. Wen, a Xiaomi SU7 EV user, has just posted a video showing that his car broke down after 39 kilometers. He had the car towed back to the delivery center. After an initial inspection, no problems were found. The aftersales staff told him that they were ready to take over the process of returning the car, but he insisted on an exchange.
He said he bought a standard version of the Xiaomi SU7 at a Xiaomi car delivery center in Xiang’an, Xiamen. Naturally, this incident sparked a heated discussion about the new car.
The user insisted on replacing
The user shared screenshots of his conversation with the after-sales service. “I want a car, not a refund. Could you postpone the production of the car for me?” the user asked the after-sales service staff.
The after-sales service employee informed the user that the car needed to be returned to the factory for further analysis so that the company could find out the cause of the breakdown. He also explained that the car could not be repaired immediately. “The cause of the car’s breakdown needs to be returned to the factory for further analysis, and it cannot be repaired temporarily.”
The staff said that the car would be returned to him after a detailed inspection. This will certainly take some time, but, according to the company, it is necessary to ensure the quality of the cars. The company’s employees also apologized to the user for the disappointing experience of buying the car.
Xiaomi’s after-sales staff agreed to offer a replacement
However, Mr. Wen insisted on a replacement. Fortunately, after an internal request, Xiaomi’s after-sales staff agreed to offer the user a replacement. “If the original order number does not change, we will submit an application to schedule the production of new cars according to the original order number in the system.” However, the staff also said that there are currently many users placing orders and the company cannot promise that a replacement will be provided as soon as possible.
The company simply wants to find out the cause of the car breakdown and solve the problem, but it is temporarily impossible to offer the user an instant replacement due to high demand.
The company agreed to provide compensation for transportation rights (150 yuan in cash or an equal number of points per day, at your choice) for the waiting period until the replacement car is delivered.
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