In the era of new energy vehicles, the reason why different car brands are divided into two factions, new forces and old forces, in addition to the difference between new brands and old brands, more importantly, is the change in pre-sales and after-sales models.
For example, most of the new forces have adopted the direct store model, which is helpful for improving the service experience, and has more flexible policy adjustment capabilities.
In the face of the impact of the new forces, the old forces did not stand still, and also followed the practice of the new forces and introduced many improvement measures to improve the service level, such as the launch of pick-up and delivery services, free rescue, and the allocation of exclusive service personnel.
But in the end, at the level of implementation, it seems that there are still many problems.
The protagonist of our story today is BYD.
Recently, a top 100 up owner of B station, who is also the owner of BYD's Han DM model, released a video about the whole process of his car from malfunction to after-sales maintenance, and complained about BYD's not good after-sales experience.
The specific thing is this, the up owner is in Hangzhou, driving to Hangzhou Qiandao Lake tour, but when he was ready to go home, he found that his Han DM lit up many fault lights, such as brakes, ABS, driving aids, electronic parking and so on.
It was clear that he could not continue driving, so he called the official rescue number.
Customer service said that the rescue adopts the principle of proximity, although the Qiandao Lake where he is located belongs to Hangzhou, but the distance from the city is far, can only be dragged to the 4S store in Jinhua City, BYD will provide local accommodation or reimbursement back to Hangzhou transportation costs, and if you insist on choosing to tow to Hangzhou city, you need to pay extra money.
The average person definitely chooses the free plan, and so does the up owner, who chose the plan to drag the car to the Jinhua 4S store.
There was nothing wrong with the progress of the matter, and probably he did not think about it himself, and then a magical car repair journey began.
On the way to Jinhua with the trailer, another official customer service called and told him that he could not provide accommodation when he arrived in Jinhua, and then he also needed the user to come to Jinhua to pick up the car, and the user in the middle of the way was responsible for the cost.
This is the opposite of what the first customer service said.
Since it can't be provided, it is not a big deal to live overnight at your own expense, after all, it is coming, and the lord of the up does not hold on to this matter.
When the trailer arrived at the 4S store in Jinhua, it was late at night, the 4S shop after-sales no one picked up the car, the car was placed directly at the after-sales door, the trailer master said that the 4S shop people were off work, they had the owner's phone, they would take the initiative to contact the owner, the up owner then left and solved the accommodation by himself.
Up the owner waited until 9:30 a.m., the 4S store did not take the initiative to contact himself, until he came to the 4S store again at 10 o'clock, and only after the sale accepted his faulty car, and he learned that the 4S shop went to work as early as 8:30.
4S shop tested a morning, the repair master believes that the cause of the failure is caused by the failure of the car machine system upgrade, the need for the manufacturer to provide permission to write in the background, the problem will be solved, the day should be able to repair.
But at about 3 p.m., when the lord asked again, the master said that he might not be able to get it right that day.
At 4 p.m., the after-sales service staff of the 4S store found the owner of the up, saying that the burnt data needed to be sent in the background and needed to wait until tomorrow, and also said that the cost of accommodation or travel to and from Hangzhou on the same day could be reimbursed.
In addition, the previous day's stay can also be reimbursed!
The lord of the up was very helpless about this repeated jumping behavior.
At 4:25 p.m., BYD's official customer service saw the up owner's complaint from Weibo, found the up owner, and after asking for a lot of information, the up owner expressed the attitude of "having waited for a day in the 4S store, just want to solve the problem quickly".
Subsequently, at 5 p.m., the after-sales service staff of the 4S store suddenly told the owner that the manufacturer's data had just been pushed over and could be repaired today.
Then it was repaired quickly, but the owner found that although the fault was fixed, the rear tailgate was malfunctioning, but because he was in a hurry to return to Hangzhou, he chose to drive back first and did not continue to repair.
As the "first brother" of domestic new energy vehicle sales in 2021, BYD is now in an irresistible momentum of development, popular models are difficult to find, and the queue for booking cars is even as high as several months.
However, behind the hot sales volume, for the construction of the after-sales service system, from the experience of the up owner, BYD still has many problems.
On the one hand, BYD's after-sales guarantee policy is not clearly conveyed, and the official conclusion on whether it can reimburse the cost has changed repeatedly, which greatly reduces the user's trust in the brand, on the other hand, the problem of low efficiency and low level in follow-up maintenance continues to swallow the user's patience.
With the release of the main video of the B station up, the comment area below has also been fried, and many BYD car owners said that the phenomenon of BYD 4S store service "one store, one situation" is more serious, not only in the after-sales side, but also in the pre-sale.
It can be seen that the surge in sales in recent years has led to a situation where BYD's services may not be able to keep up.
In recent years, BYD has successfully achieved an upward breakthrough in the high-end market by building two major car series of Han and Tang. According to the data of Wilson, an authoritative institution last year, the average price of BYD's bicycles in 2021 has exceeded that of Volkswagen, and this achievement is undoubtedly very convincing for independent brands.
BYD wants to be a leader in new energy vehicles, whether it is a blade battery or the first DM-i, we can see BYD's initiative at the technical level.
However, the leader of new energy vehicles must not only have the technical level, in terms of service, not to mention the comparison with other new car-making forces, at least compared with Toyota Volkswagen This requirement is not excessive.
If BYD's grassroots service is still the original level of its own brand, or even if a higher service standard is proposed, but the grassroots implementation is not in place, the gap in user experience will undoubtedly affect BYD's subsequent development.