This article is the 475th original work of deep diving atom
For a company, whether it is a technology company or a traditional enterprise, customer first is a universal principle. In particular, prioritize your own employees as your own customers. If employees have no confidence and no pride in the company's services and products, then the company's services and products will most likely be discounted.
The beauty of tech companies is that they always attract enthusiasts. Recently, the owner of Xiaopeng car posted a screenshot to defend his rights, telling the whole process of falling in love with and killing Xiaopeng Automobile. The owner of the car said that his Xiaopeng P7 had a total power outage many times, and even encountered the direct withdrawal of NGP on the highway, and the speed dropped from 120KM to 0KM within a few seconds.
△ Car owners protect their rights
The owner hopes to change the car, but Xiaopeng said that he cannot meet this demand. According to media reports, on April 19, Liu Lu, the experience officer of Xiaopeng Automobile, came to negotiate with the owner of the car on behalf of the manufacturer to solve the matter and gave two solutions:
The first plan is that if you agree to repair, the vehicle returns to the factory for repair, and gives part of the vehicle service points as compensation; the second plan is that if you do not agree to the maintenance, Xiaopeng Automobile Company can recycle the car according to the second-hand car price, and the owner himself re-purchases Xiaopeng products according to the new car price. And the recovered second-hand vehicles need to be recovered according to the value of the repaired overhauled vehicles, the normal second-hand car value is 220,000, but because of the quality problems of the P7 itself, the battery can only be disassembled and installed to 180,000, and the price of the new car should be calculated according to the price increase of 320,000 yuan, and the difference of 140,000 in the middle is all borne by the owner, which is the only way to change the car.
△ Xiaopeng handling opinions
For the need to bear the difference fee of 140,000 yuan, the owner said that it was completely unacceptable. From the perspective of the owner, it is also understandable. The whole car was cut off from power, and there was a moment of horror on the highway. I did nothing wrong, and it is undoubtedly very wronged to bear the consequences of this quality problem.
More importantly, the owner also said that in addition to the identity of the owner of the Xiaopeng car, he is also an employee of Xiaopeng Automobile. This was originally a very beautiful story, but it almost led to an irreparable accident, and the owner's mood can be imagined - I would have illuminated the moon with my heart, but the moon would have shone in the ditch.
Judging from the thrilling degree of the owner's self-reported power outage of the whole car, Xiaopeng should not treat the owner like this in any case. At the very least, you should reassure the owner of the car and reassure your employees; and then immediately investigate the cause of the power outage. Everywhere flaunts the new power of intelligence, Xiaopeng Automobile's vehicle data collection and return transmission can be almost real-time synchronization, and the cause of the accident may be very clear. Employees test their own risks and detect such a major safety problem, shouldn't Xiaopeng be the first time to check and analyze his own people as the best sample?
Imagine if such a problem happened to other car owners, could they still be so restrained? Is the public opinion pressure that Xiaopeng has to face is greater? However, judging from the information released by the owner of the car, Xiaopeng does not seem to appreciate the restraint of the owner and employee, and the whole process of communication is "business".
Xiaopeng has always faced serious loss problems, especially the epidemic, which has made this problem worse. Although in terms of delivery volume, Xiaopeng hanged several other new forces, but because of the overall low price, coupled with high research and development and marketing costs, Xiaopeng lost the most compared with the other two. But in the view of deep-dive atom, this is actually not a problem, as long as you can grasp the brand elements such as close to the people, high technology content, and stable quality, the speed of Xiaopeng's "volume" will definitely bring positive feedback. But among them, the most important thing is the maintenance of user experience and word of mouth.
For self-driving cars, in addition to the advantages of data storage and output that we mentioned above, the bigger advantage is the iterative advantage of software. Many problems can be improved and solved by upgrading the software. The "recalls" of self-driving cars in most cases are done online.
Back to the matter itself, the most inappropriate thing about Xiaopeng is that the arrogance of "being favored without fear" that has been shown from beginning to end is the most chilling and frightening thing for users.
The owner and employee of Xiaopeng even wrote a direct letter to He Xiaopeng and Xia Heng, and called the two brothers in the letter. Judging from this title alone, Xiaopeng should be a corporate culture that advocates equal communication. But as of the time he broke the screenshot online, it seems that he did not wait for the reply of these two people.
No matter how much business pressure there is, the bottom line of user first and life first must also be adhered to by a car company. Xiaopeng is still a growing company, He Xiaopeng and Xia Heng are busy, and they should also reply to emails, which Xiaopeng can learn from Weilai.