Foreword: This article is based on the personal experience of Ms. Tang, the owner of Hangzhou Weilai, the pictures and content are provided by the parties, and the two demands of Ms. Tang at present are: 1 The original price is returned to the car 2 Weilai employee Chen Jian apologizes.
On July 1, 2020, Ms. Tang became a distinguished OWNER of Weilai at the new es8 signature version of "Xiti" at the Hangzhou Wuchang Weilai Service Center, with a total price of 538,400 yuan.
The joy of picking up was too short–a month later, the new es8 began to fail continuously and frequently. We combed through the timeline provided by Ms. Tang as follows:
First failure: August 29
Less than two months after picking up the car, the car appeared to hang up in D gear and then regress.
Service Steward Group Solution: Reboot. And expressed that this is a new brand that has been established for less than three years, and it is a software car, the problem is normal, and multi-point inclusion continues to be used.
Progress: After about restarting sleep twice, the car starts running.
Secondary failure: September 5
The screen didn't react for five or six minutes when reversing.
Service Steward Group Solution: Hibernate Restart
Terris Terris 3rd failure: September 25
This car suddenly did not have any reaction, whether it was hanging r gear or d gear, it was useless.
Service Butler: Still lock the car and continue to sleep
Fourth failure: September 29
There was a direct stop on the road, without the slightest hesitation and the opportunity to react, and there was no response after three restarts; after repeatedly seeking help to restart, the top speed of the car drove back at 30 yards.
After this dangerous accident, Ms. Tang no longer dared to drive on the road, and let Wei Laifang do an in-depth inspection, and the answer given was "battery damage". At the same time, as a female driver, she was questioned by Weilai with colored glasses:
"Is it because the posture of stepping on the accelerator is not right?"
As a driver with five years of driving experience and multiple cars, Ms. Tang feels that she has been insulted by iq here in NIO.
On the Weilai APP, Ms. Tang successively recorded her inner disappointment and helplessness: "I would like to ask Weilai and Li Bin to say in good conscience, is it reasonable for such a thing to happen in a new car less than three months?!" Do you dare to drive on the highway again?! Is this your user experience?! Is that what you call quality and patriotism?! I don't care if you guys are big problems or small problems, it's a fact that new cars have so many failures in three months! How do you keep your users safe?! A domestic new energy vehicle of nearly 600,000, you can't even do safety, ask yourself if you are the right consumer?!! ”
At the beginning of the expectation and enthusiasm for the NIO brand, after experiencing repeated accidents, Ms. Tang still did not completely reject the brand, but accepted the solution provided by NIO. The attitude of tolerance and understanding did not exchange for a pleasant car experience, but directly led to the beginning of the second nightmare.
After February 1, 2021, Ms. Tang's right door began to have a strange noise, and then almost every day there was a strange noise, first only the right door, then the occasional whole car noise, and even a tractor-like noise; and it was not long before food residue was found in the gap in the seat... Whether this is a new car has become an unsolved mystery.
Looking for Wei lai to negotiate every time said to repair, repaired no less than 5 times, and now still makes a tractor-like piling sound.
On March 17, 2022, Weilai changed the automatic parking car out of control and flew out of control to crash and drag out to repair, the reason they gave was that it was wet and slippery on a rainy day that led to loss of control, and finally gave the maintenance cost plan about 220 yuan.
After the automatic parking got out of control, Ms. Tang sent out a help post on the WEILAI APP, but was taken by The Weilai staff Chen Jian and attacked.
Not only on the Weilai APP, such misunderstandings exist on various social platforms, Ms. Tang constantly lamented the attack power of the "Wei Zhongxian", and the normal release of vehicle failures was constantly dissed:
"I need a means of transportation to work, not a big toy that throws a tantrum from time to time." Ms. Tang said, "Based on the problems and troubles and personal driving experience faced so far from the date of purchase of the car in 2020, I really feel that the price is close to 60W, and the weilai bought really makes people feel that the quality is sorry for the price, and the bad heart is guilty, the heart is terrified, and the day of worrying is really enough." ”
Finally, Ms. Tang put forward two demands: 1 original price refund 2 Weilai employee Chen Jian apologized.
In response to the original price refund appeal, Ms. Tang explained that she did not want to be the current Owner of Weilai, and whether she would be fortunate enough to become a Weilai car owner in the future still has to wait for a suitable time; as for the second appeal, Ms. Tang believes that anyone has the right to express their views, as a Weilai employee, has Chen Jian been authorized to publicly insult and smear the user's right, and with rhythm and let users be subjected to Internet violence?
Li Bin once defined Weilai Automobile: it is no longer just a means of transportation, but has become a product that carries the user's lifestyle and self-worth positioning. At this time, the car as a product, its hardware and even software are not so important, what is important is the experience and brand. But if you only sell experience, what else do you want this car brand to do?
At this point, Ms. Tang is still standing in the perspective of justice, and also praised the service of the Weilai brand:
"Today is the 680 days that Weilai has walked with me, as most people's intuitive feelings, I have praise and depreciation of this car, after all, everyone's sensitivity and acceptance are different, but for most of weilai's employees who fight in the front line, if the full score is 100 points, I will give my earliest Fellow 120 points, and will give the replacement brother 150 points." It is said that Weilai's service is good, and I really feel it in the grass-roots employees. ”
Product quality control is in urgent need of improvement, which is the most important issue facing the WEIlai brand.
We learned from a third-party car complaint platform that Weilai was complained by the owner of the seat there are design defects, which are generally reflected as hard, not comfortable enough, sitting for a long time waist will be less comfortable shortcomings, and the rear seat backrest is too straight and comfortable, including ES6, ES8 and EC6, and there is a total group of "Wei you bend waist", becoming one of the largest communities in the Weilai APP.
Although Weilai founder Li Bin discussed the seat rectification plan, he participated in the implementation of the seat upgrade solution for a fee.
Sometimes, you will find the contradiction of the NIO brand:
On the one hand, the gross profit margin of WEILAI vehicles in 2021 was 20.1%, an increase of more than 20% year-on-year, of which the gross profit margin in the fourth quarter reached 20.9%. This means that the cost of each NIO model is constantly being controlled.
On the other hand, users not only brought nearly 200,000 deliveries to WEILAI, but also became the core cornerstone and moat of WEILAI, and can even be called "fan-type users".
It can be seen that the label of the Weilai brand is service, but this service is to exchange product profits for investment in research and development, equipment, channels, etc., and then enhance the added value of services, which is actually a practice of sacrificing the end.
We are always touched by a little intimacy in life, and it is easy to lose the ability to judge rationally. The fanatical ragged personality may be a true portrayal of Many fans in Weilai.
So the question is, is the product that constantly reduces the cost worth so many fan-type users to protect?