Xiaopeng P5. Beijing News shell financial reporter Bai Haotian photographed
Xiaopeng, who is the "opening red" in 2022, is currently experiencing delivery problems.
Previously, in January, Xiaopeng P5, one of the new car-making forces, sold 12,900 vehicles in a single month, an increase of 115% year-on-year, leading the delivery list of new car-making forces. At the same time, the company also actively laid out the European market to expand the sea, and actively publicized the flying car at the Lantern Festival, which was the limelight for a while.
Just when the sales of this new force car-making company were rising, a group of users who ordered cars in October 2021 began to complain and defend their rights because they could not pick up the car for a long time and did not get an official and accurate answer. At present, the Beijing News Shell financial reporter has found on platforms such as Black Cat Complaints and Car Quality Network that there are a large number of complaints about the delivery of Xiaopeng Automobile.
The Beijing News shell financial reporter went deep into the complaint group of Xiaopeng Automobile riders, and after communicating with more than ten car owners, he learned about the anxieties faced by some users; Xiaopeng Automobile gave an official response; lawyers and experts also shared their insights on the matter.
The car has not been delivered after 4 months after the deposit has been paid
Consumers: Xiaopeng should be transparent about the progress of the car and quantify the compensation details
"When the deposit was paid, they said that they picked up the car at the end of last year, but they dragged on until the end of February this year." Mr. Advocate of the car to be picked up from Sichuan told reporters.
Xiaopeng Automobile's sales table in recent months has been quite good, but the order delivery of the P5 model 460 version has become a "pain" in the hearts of many consumers. Shell financial reporter learned that a large number of users who ordered cars in October 2021 have so far stayed in the stage where the deposit has been paid or the agreement has been signed. When they communicate with xiaopeng motors, the other party is more prevaricating. Mr. Zhang, who wanted to take the official way to complain, also encountered difficulties, he told the shell financial reporter: "I can't get through to the official phone, and there is no serious response to the message sent to the customer service online." ”
Chat history provided by some consumers with Xiaopeng Automobile sales staff.
Some consumers provided chat records with the sales to the Shell financial reporter, in which the sales repeatedly promised the user that the delivery time was expected, but in the end they were delayed again and again, and the consumers believed that combined with the "car to delivery" clause written in the contract of Xiaopeng Automobile, it was suspected of breach of contract.
A number of users gave feedback to the shell financial reporter a situation, some 4S stores, direct sales staff in communication with consumers mentioned that the current delivery of old orders is still difficult, is expected to wait until after May, and if the user chooses to "reconfigure", the fastest can be picked up at the end of March.
"This modification is mostly to let us change from 460e or 460G models to 460+ models, they openly say that they are upgrading wheels, and they can be cheaper by 1000 yuan, but we found that the battery supplier seems to have been replaced." Obviously, it is the most important battery supplier of trams, but it has been carried by manufacturers with the description of 'Xiaopeng self-organized batteries that meet national standards'. Shanghai car owner Ms. Wang told Shell financial reporters.
Therefore, some users told Shell financial reporters that at present, "there are problems with the procurement of batteries in Xiaopeng Automobile and the Ningde era", which seems to have become an "open secret". Mr. Xu, a car owner in Chongqing, and some car owners who have appeals believe that "may be affected by fluctuations in raw material prices, the battery transaction between Xiaopeng Automobile and Ningde Era seems to have not formed a consensus for a period of time, so some of our P5 models equipped with Ningde era batteries are slow to deliver." But this should not be a difficulty for us to bear, and Xiaopeng has not been able to explain the situation openly and honestly. ”
Shell financial reporter learned that some car owners believe that because they can't pick up the car for more than 4 months, after the large-scale complaint incident, Xiaopeng Automobile failed to clearly inform this situation in advance, so that they have suffered losses in time and money, hoping to get a response and compensation from Xiaopeng Automobile.
Xiaopeng said it can assist in reassignment or unsubscribe
Some users are not satisfied
In response to the situation reflected by consumers, Xiaopeng Automobile officially responded to shell financial reporters that due to the impact of the epidemic, the industry is facing extreme tension in the supply of major components including lithium iron phosphate batteries, which has also brought great uncertainty to the production of Xiaopeng P5 460 models, resulting in 460 model orders can not be delivered in time within the next timed expected delivery cycle.
In response to the problem that consumers can't mention the car, Xiaopeng Automobile has sorted out the customers who are expected to have the risk of overdue according to the latest scheduling plan. Next, the enterprise will contact customers one-on-one through the sales staff in batches according to the order order, understand customer needs, and assist customers in need to complete the procedures for reassignment or unsubscription.
Some car owners posted the car distribution information.
As of the early morning of February 25, Shell financial reporters noted that Ningbo car owners who were scheduled on October 17, 2021 have entered the "car distribution stage", according to user feedback, car allocation means that users can quickly pick up the car.
As for the consideration of the battery, shell financial reporters also communicated with the official of Xiaopeng Automobile, Xiaopeng Automobile said that Xiaopeng Automobile has a very strict access mechanism for all suppliers, and it is also a mainstream manufacturer with a high share in the industry, and the batteries used in P5 have been tested and verified to meet all the safety verification items of the GB 38031-2020 "Electric Vehicle Power Battery Safety Requirements" national standard, and provide power battery quality warranty services for 8 years or 160,000 kilometers.
In response to Xiaopeng Motors' response, some users were not satisfied. They believe that whether it is waiting for a car, changing or retiring, it should be something that the company did earlier when it found that it could not schedule production according to the plan, rather than the method given after the consumer had repeatedly negotiated fruitlessly, paid time, energy, money and complaints.
Mr. Zheng, a consumer in Nanchang, Jiangxi, who is planning to retire, told The Shell Financial Reporter: "I felt that the delivery was overdue before, and I wanted to return quickly. But at the end of December last year, Xiaopeng officials did not give us a refund, and now, we have paid more than two months of waiting in vain, and now they tell me that they can refund the deposit. Not to mention that I have no car available for 4 months and the refund deposit and then book other brand models to wait for the time, the current new energy vehicle prices, subsidy policies are completely different from last October, the price increase has risen sharply, Xiaopeng Automobile can not deliver the car because of its own reasons, should not give us some compensation for the withdrawal? ”
Some car owners are thinking about returning the deposit, and some car owners are hesitating because of the problem of pick-up time and battery matching. "The news we receive every day now is changing, some sales say that they have changed their orders, and they can pick up the car at the end of March, and some sales have said that they will wait until May to change their orders." How long do we have to wait? Has the battery been changed? Can Xiaopeng Motors openly and honestly give an explanation? Is it really to let us bear this kind of 'when the deposit was made, we believed in the words of selling the car at the end of the year, and now the car pick-up waits for half a year'? Ms. Wang said, "I have received three phone calls in this half a month, in addition to soothing emotions, it is constantly postponing my delivery and communication time." But that won't solve our real problem. ”
"It's not just the owners of the 460 who face problems, but also the owners of our 550s." Mr. Hong, the owner of the Shanghai car, told the shell financial reporter, "When Xiaopeng Automobile publicized, it said that our battery was in the Ningde era, but now the battery packs are written by Xiaopeng Automobile itself, it seems that not all batteries are Ningde, does not such propaganda infringe on our rights and interests? ”
In this regard, Xiaopeng Automobile told Shell Financial Reporter that the use of a number of parts suppliers that meet the national and corporate safety / quality standards, is in line with industry practices and actual conditions, even if there are many parts suppliers, but the specifications and quality of parts are guaranteed to ensure a unified enterprise manufacturing standards.
Shell financial reporter learned according to public information that Xiaopeng Automobile once adopted the delivery plan of "first pick up the car and then reload" at the end of October 2021 due to the shortage of P5 millimeter wave radar supply. The users who adopted this scheme were compensated and the XPILOT (3.0/3.5) software worth 20,000 yuan was donated. At that time, the plan came out, Xiaopeng Automobile was widely praised by the public opinion circle for its responsibility, but now, the owners of the 460 model set in October 2021 are still waiting for the exact pick-up date.
The lawyer claimed that the failure to deliver the car by the due date constituted a breach of contract
Experts say delayed delivery is affected by the rapid expansion of the enterprise
In response to the problems faced by consumers, the Beijing News Shell financial reporter also exchanged views with Yan Bing, the chief lawyer of Yunlutong Law Firm. Yan Bing said that if there is evidence to prove that the sales staff of Xiaopeng Automobile gave the exact delivery time, the commitment can be regarded as part of the contract terms, the dealer can not deliver the car when it expires constitutes a breach of contract, and the consumer has the right to demand that Xiaopeng Automobile compensate the consumer for the losses caused by the inability to use the car on schedule. For consumers who request to terminate the car purchase contract, they can also request Xiaopeng Automobile to double the deposit in accordance with the provisions of the deposit clause and Article 587 of the Civil Code.
The contract provided by the rider shows that the delivery time of the P5 is "car to pick up"
On the other hand, in the terms currently signed by the two parties, there are vague words such as "car to pick up", which are typical overlord clauses, and according to the provisions of Article 497 of the Civil Code, the party providing the standard terms unreasonably exempts or mitigates its liability, aggravates the liability of the other party, and restricts the main rights of the other party, and the standard terms are invalid. Consumers may request Xiaopeng Automobile to give a clear and reasonable delivery period, and if the delivery period cannot be given or the delivery period clearly exceeds the reasonable scope, it is a breach of contract.
Auto analyst Zhang Xiang told Shell Financial Reporter that in the context of rising global raw material prices and insufficient production capacity, Xiaopeng Automobile is not the only one that has difficulty in delivery. Previously, Audi had proposed that the car should be handed over with only one car key; Tesla had also decided to cut an electronic control unit in the bogie of some vehicles due to a shortage of semiconductors; Great Wall Motors recently announced that due to the rise in raw material prices and other reasons, the brand's Euler black cat and white cat models had no profit space and stopped receiving new orders.
The current delivery problems of Xiaopeng Automobile are also "happiness troubles". In the second half of 2021, Xiaopeng Motors' sales grew rapidly, but this also put pressure on the brand's battery supply.
According to the industry's conventions, the purchase order cycle of batteries between enterprises and battery factories is about half a year, but now the growth rate of new energy market sales is very high, the pull on upstream suppliers is very large, and the delivery pressure of a large number of orders is also strong, forming a contradiction between supply and demand. As a new brand, Xiaopeng Automobile lacks a mature treatment for the shortage of supply. There is still room for improvement in how to better handle the relationship with consumers.
According to the latest information learned by the Shell financial reporter, Xiaopeng Automobile has begun to contact the users waiting to pick up the car in batches, and some of the APP orders of the reassigned consumers in the group have shown the allocation. But more consumers are still waiting for Xiaopeng Automobile to give an answer.
Beijing News shell financial reporter Bai Haotian Editor Xu Chao Proofreader Lu Qian