Xiaopeng suffered from delivery difficulties

Their demand is that Xiaopeng can have someone stand up and have a truly effective dialogue with them, asking for an explanation and an apology.

"Please quickly expose Xiao Peng's deception, it's too bad." After confirming that the author of Lu Jiu Finance was already in the group, a Xiaopeng car owner made the above request. The prospective owners of Xiaopeng, who were notified of the delay in delivery, began to spontaneously set up a WeChat group in November 2021, with more than 200 people at the most.

It is understood that some of the owners of the Xiaopeng P7 480 series models who placed orders were told that they could not pick up the car on time after the "expected 6-8 weeks" delivery period, and even some sales did not take the initiative to inform the owners, but "said that they would be delivered late under repeated questions in the 8th week.".

XPEV.US proposed three solutions to the delay in delivery, but did not give official compensation or compensation measures. At present, there are at least 100 car owners who have not chosen any of the solutions proposed by Xiaopeng.

"When we were anxiously waiting for the car, people (Xiaopeng) sent a microblog to build an airplane. Now it is still in the ascending period, word of mouth has become like this, how to 'ascend to heaven', is it difficult to do a flying machine in the future, and no one will care about it when it falls? Some car owners said this to Lujiu Finance.

As of press time, these car owners who are unwilling to reach a settlement still can't wait for Xiaopeng to take the initiative to contact them, and can only watch the subsidy expire and can't do anything, still taking the fractured family members to the subway to the hospital. And their appeal is that Xiaopeng can have someone stand up and have a really effective dialogue with them, asking for an explanation and an apology.

He Xiaopeng, who has a lot of feelings, once represented the new forces of China's new energy vehicles, called tesla a board, and openly shouted the slogan of building a flying car. Then, dreams and reality, at least one distance away from "delivering the car on time".

"Only ask Xiaopeng to look like a normal enterprise"

"On October 10, 2021, Xiaopeng (store) in Shanghai Global Harbor ordered a Xiaopeng P7 480N version, with Danna audio and nappa calfskin. The sales promise 6-8 weeks of delivery, and until the 8th week, the sales have always promised to deliver on time. In the 8th week, after repeated questioning, [sales] said that it would be delivered late, and the time point was to match the car in mid-February 2022 and deliver it in late February. ”

Miss Qiu couldn't remember clearly, this was the first time she had told others about this incident. In the course of communicating with the prospective car owners in the rights defense group, she learned that she was not the only consumer who was "deceived" by the promise of the sale.

"Xiaopeng headquarters customer service is more faceless, I called a week before the delivery, and swore that they did not encounter overdue delivery." Momo's encounter is the same as Miss Qiu's, "When I asked about sales on the day of delivery, the three plans that sales said appeared. ”

The so-called three options, namely the P7 480E/N model, the owner of the delayed delivery can choose to continue to wait for the car to be picked up, reloaded to another model, or cancel without worry. Many car owners have no choice but to accept one of the plans, but there are more than a hundred people, under the strong dissatisfaction with Xiaopeng, choose to continue to "die".

The first reason for dissatisfaction is why you can't communicate sincerely with customers in the first place. "One of the important points is, in the original 6 to 8 weeks, why didn't you inform the supply problem in advance, and then inform it after the delivery time, and it was delayed by 15 weeks, what was the first 6 to 8 (weeks)doing?" Zebra questioned.

Miss Qiu added that Xiaopeng did not apologize at the first time to appease the customer's emotions, but only gave a statement that "late delivery due to tight battery supply" after the customer spoke out nearly ten days later, but still did not give reasonable compensation measures. After she announced that she was in urgent need of a car, Xiaopeng did not provide a scooter for her temporary use.

"I told them that I was in a hurry to use the car, there were old people in the family who had broken bones and had to go to the hospital every week, my company did not rely on the subway, and it was very inconvenient to take a taxi to commute to work. I said you arranged a test drive to give me relief first, and I didn't want to. As far as I know, car owners in some cities have arranged test drives, and there are some shops everywhere to compensate them to the best of their ability. It's not about the value of the gift, at least one way to say, it cares about the customer's feelings. There is nothing in my store, and it is illegal for people to give test drives, saying that people are dealers and not direct stores, and ask marketers can do better than your Xiaopeng brand, are you ashamed? Speaking of this, Miss Qiu was a little emotional.

Lu Jiu Finance mentioned that there was a person on Douyin who complained about Xiaopeng, and later seemed to have received a compensation plan, and Momo said: "We are just normal rights protection, different from him." We only ask Xiaopeng to be like a normal enterprise, the responsibility should be borne, overdue default caused by our losses to have a compensation, there must be a response. ”

Why not accept the official proposal?

Why are these Xiaopeng owners so angry? If they do not accept an official solution, is it unjustified or is there something else hidden? The owners introduced more details of each program to Lujiu Finance.

First of all, continue to wait for the car to be picked up, and the probability will not wait until 2022, but including Guangdong, there will be adjustments to the car purchase subsidy for new energy vehicles next year. According to the information sheet provided by the owner, when the contract was signed in October this year, the comprehensive subsidy was 24,750 yuan, and the car could not be picked up this year, and the subsidy of tens of thousands of yuan may be lost.

As for the second plan to be remated, Miss Qiu said that she was willing to add money to upgrade the 586 version, but asked to pick up the car in advance in advance, on the grounds that "it is because of Xiaopeng's reasons that I personally need to add money to upgrade, and I have been waiting for 2 months." But she was told that if she switched to the 586 version, she would need to wait in line for 2 months. "The reassignment has to be re-queued for 2 months, so what is the significance of my reassignment?" I was supposed to be an emergency car. ”

Miss Qiu also said that the owner forum of the Xiaopeng App saw that there was a change of the 670 version of the seconds to match the car, and she said: "The reassignment plan given by Xiaopeng cannot be implemented at all, and it must be necessary for me to buy the most expensive configuration before I can do it. ”

The plan to unsubscribe without worry is not "worry-free" for car owners. The owner of the car spent thousands of yuan to buy the interior, etc., Xiaopeng did not provide compensation. "Isn't this loss also eaten by ourselves?" Now unsubscribe I will transfer to other brands, because by the end of the year, some vehicles will increase in price, and the purchase of cars needs to wait again, so these costs must be paid by themselves? Who will compensate me for the cost of my time? ”

In addition, some car owners who are still trying to protect their rights believe that no matter which option they choose, Xiaopeng should make reasonable compensation.

How hard is it to make a statement?

There are also some car owners who simply can't swallow the breath of being "deceived" and only want a statement, is this difficult?

It is really difficult for the owners of Xiaopeng to defend their rights.

At about 17:00 on the afternoon of December 8, Lujiu Finance received Xiaopeng's reply on the delay in delivery for the first time, saying: "According to the latest scheduling plan, we sorted out the customers who are expected to have the risk of overdue, contacted customers one-on-one through the sales staff, informed the latest delivery forecast cycle, and at the same time understood customer needs, and assisted customers with needs to complete the procedures for reassignment or cancellation." As of 15:00 on December 13, Lu Jiu Finance communicated with the owners again, and only Nika and Leo said that they received a call from Xiaopeng, but this call was defined by Nika as "adding fuel to the fire".

"A complaints commissioner called and said in a very happy tone: 'Oops! Your vehicle will be delivered in January! I'm here to inform you of the good news! The car was scheduled on September 21st, and tomorrow is the 12th week of waiting for the bus, and I received congratulations from them. I asked him , 'Do you think you promised 6-8 weeks and now tell me that january delivery is equivalent to 15-16 weeks, and I'll be happy with this congratulations', and they said, 'I wasn't sure about the estimated delivery time, but now there is an exact time, and we also want to notify you as soon as possible', and I said what about compensation? They replied that 'the company does not have a policy in question'. ”

Leo received the same phone call content, but he was not satisfied: "From booking to now, when I asked about sales when I was delayed, I didn't know the sales, and then I called once, informing me to pick up the car in January, telling me to wait, and didn't ask me to wait." ”

Compared to other owners who have not even received a message, Nika and Leo may indeed be lucky. XiaoKong said: "Where is someone communicating? Messages to sales have gone missing, no one has called back to 400, played 10 times, are playing leather ball. Momo said: "I call 400 every day, I want to cry, so helpless, every time I let them call me back (whether the production is not produced, the plan is out, all call back, let me know that they are following up again), and then never received, always pretend to be dead." ”

Zebra joked: "Looking for sales is ignored, and the delivery commissioner is not returned." Find 400 said 24 hours call back, it is estimated to wait until next year. ”

Why can't it be delivered?

Under the comprehensive influence of various factors this year, it is not a problem for the Xiaopeng family to deliver the car on time, but what is the real reason why Xiaopeng cannot deliver the car on time seems to be a little confusing.

According to Xiaopeng Public Relations' response, the production of Xiaopeng P7 480E/N models is affected because "at present, affected by the epidemic, the industry is facing an extreme shortage of lithium iron phosphate battery supply", Lujiu Finance and industry insiders have confirmed that this expression of the current situation of the industry itself is correct, but the reason for the delay in delivery of Xiaopeng online customer service to customers is "lack of core".

The reasons for online customer service and PR response are different, what is the real reason? Is someone lying, or is Xiaopeng missing both a chip and a battery?

Including the above questions, Lujiu Finance communicated with Xiaopeng on the key issues raised by the owner. As of press time, no response has been received.

While waiting, LuJiu Finance once again looked at the hearing materials submitted by Xiaopeng at the time of the second listing in Hong Kong and found that there were several expressions related to delayed delivery in the "risk factors", such as "We rely on our suppliers, some of which are single-source suppliers." Suppliers may not be able to provide the components required for our smart electric vehicles in accordance with our schedule and our acceptable prices, quality levels and quantities."

Among them, Xiaopeng purchases most of the components containing semiconductors from a single supplier, and "at present, only a very small number of suppliers of the cores used in these battery packs (smart electric vehicle battery packs) are fully certified, and the flexibility in converting battery cell suppliers is extremely low." Any disruption to the supply of cells from such suppliers may result in a disruption in the production of our smart electric vehicles until another supplier is fully certified."

Unexpectedly, Xiaopeng had a clear enough understanding of his own risks. This time I only stepped on two of them, and after that?

At present, some car owners have submitted an arbitration application to the arbitration institution agreed in the contract (Guangzhou Arbitration Commission), and are now under review. The owner of the car said: "You can also add this to the article, if I accept this, there will be many car owners to apply for arbitration." However, I applied for administrative reconsideration, but if the reconsideration did not work, I submitted it to the court for second instance, and I fought with him. ”

It is understood that In recent years, Xiaopeng Automobile has successively seen after-sales and owner rights protection incidents, and the delay in delivery of the car is only one of them. Lujiu Finance will continue to pay attention to the progress of the arbitration and Xiaopeng's reply to the owner.

(The names of the owners involved in the article are pseudonyms)