Xiaomi SU7, which I just bought for less than a month, is now "brake failure", and the owner said that no one answered the rescue call, and after-sales: the software misjudged

Chengdu Business Daily Red Star News

2024-05-13 12:12Posted on the official account of Red Star News of Chengdu Business Daily, Sichuan

On the evening of May 8, Mr. Li from Leiyang, Hunan Province drove a newly purchased Xiaomi SU7 car less than a month ago in the process of parking, the brake was suspected to have suddenly failed, and an alarm sounded in the car, and then 4 abnormal messages such as "braking system failure" appeared on the screen. After the vehicle came to an automatic stop due to the slow reversing speed, Mr. Li called the SOS emergency system in the car, but no one answered for a long time, and an hour and a half later, local roadside assistance arrived to tow the vehicle back to the Changsha delivery center.

The strange thing is that after the car was sent for inspection, it suddenly "healed", and the after-sales service said that it could drive away at any time, but Mr. Li did not dare, he hoped to find out the cause of the vehicle failure.

Owner: There is no damping feeling when you step on the brakes

The 24-hour rescue call went unanswered

On May 12, Mr. Li, the owner of the car, told reporters about the failure of the Xiaomi SU7.

The Xiaomi SU7 that Mr. Li purchased is a standard founding version priced at RMB 215,900, and the car he picked up at the Xiaomi Delivery Center in Xiangjiang International Automobile City, Changsha City, Hunan Province on April 10 was faulty on the side of the road near the Luqifeng Bridge on Xihu East Road, Leiyang City, Hunan Province.

"At that time, I was looking for a parking space on the side of the road, and suddenly there was a problem in the process of reversing, when I stepped on (the brake pedal) and found that it was empty, and the brake directly had no foot feeling, no damping feeling. Several sirens then sounded from inside the car, but they quickly disappeared. According to the on-board information provided by Mr. Li, there were four abnormalities on the screen, namely "Brake performance is limited, please drive cautiously", "Brake system failure, please pull over safely", "Automatic parking failure" and "Hill Assist function abnormal".

Mr. Li recounted that he was about to park the car at that time, and found that the brakes did not work in the process of correcting the direction.

"The car has a normal battery, there is no power outage, because it is reversing and parking, the speed is only a few yards and not fast, after the braking problem, the car has kinetic energy to recover its own slowly stopped." Mr. Li said that his Xiaomi SU7 has a mileage of 2,005 kilometers.

Mr. Li said that he called the 400-182-6888 online service hotline of Xiaomi Auto, but the call went unanswered for nearly half an hour. Then he called the SOS emergency call system in the car and was transferred to the emergency roadside assistance center, but then no one answered.

"The fault at 7:43 p.m., I made a rescue call at about 7:50, the roadside assistance arrived at 9:10, the roadside assistance call should be answered 24 hours a day, I don't know why no one answered." Mr. Li said.

Is it judged to be a software misjudgment after being sent for inspection?

Mr. Li told reporters that at about 9 o'clock in the evening on May 8, after the local road rescue came, the car was towed back to the Xiaomi Automobile Delivery Center in Changsha Xiangjiang International Automobile City overnight. After arriving at the store, the staff worked overtime to check in the early morning, and gave a reply the next morning.

"The result of the diagnosis is that they have a problem with the electronic software, saying that the car brake has a main brake and a secondary brake, the electronic software intervenes by itself, the secondary brake is misidentified, and the main brake is misjudged to have a problem, and then the brake oil of the main brake is pumped to the auxiliary brake, and then it leads to a few seconds of no braking in this process, resulting in the braking effect behind is not strong."

Mr. Li said that experts from Beijing also came overnight and checked again. "Beijing experts also said the same as them, and then after-sales told me that the brakes of this car did not fail, and it could still be braked after a while, saying that my subjective feeling was not accurate, which means that the brake pressure was reduced, so it caused my foot feeling to be insufficient."

Mr. Li disagreed with the statement that the brakes did not fail, "When I looked at [the data] myself, I found that there were a few seconds when I stepped on the pressure value was zero. I asked him what was going on, and they stopped talking. ”

Mr. Li told reporters that Xiaomi Auto after-sales showed him the data of brake pressure at the beginning, but he later asked for the data to no avail.

"If you're driving at high speeds, and the brake pressure value is zero in 1 to 2 seconds, is it possible to hit it in a second or two?" Mr. Li said.

Car owner: the fault has been automatically eliminated,

After-sales let me continue to drive

The reporter obtained a feedback document on the situation of the vehicle: there are two brake controllers (main BCP and auxiliary BCS) on the car. Under normal circumstances, the driver steps on the brake BCP to respond to the driver's braking demand, and the BCS assists in backup; In the event of BCP degradation, BCS will directly respond to the braking demand and control the vehicle to brake and decelerate. On May 8, the BCP software was misidentified, the BCP braking function was degraded, and the braking system was faulty on the large screen...... The driver pedals with "insufficient foot sensitivity". On May 9, the vehicle arrived at the store to detect that at about 2:53, the large-screen brake failure prompt disappeared...... The conclusion is that after the self-test of the BCP software, the BCP error state disappears, and the BCP braking force foot feeling returns to normal.

Mr. Li told reporters that the fault prompt was still displayed when the car was towed away, and then he arrived at the delivery center to see that the fault display had indeed been eliminated. "Then they explained to me that the car was automatically repaired, and the car could be driven away at any time, would I dare to drive it?"

A screenshot of a WeChat chat provided by Mr. Li shows that the after-sales personnel said that the self-inspection procedure of the vehicle system had been resumed after operating on May 9, and the vehicle was ready to be picked up at any time; If you do not wish to use the car again, we have applied to the head office, and the head office has approved and agreed to support your request for car exchange/return.

Mr. Li said that Xiaomi said that he could return or change the car according to the regulations, but he wanted to know whether the car had brake failure and why no roadside assistance was answered.

Mr. Li received feedback that Changsha Xiaomi after-sales service should report the problem to the headquarters, but it is still in the process of reporting.

On the afternoon of May 12, the reporter called the Xiaomi Automobile Delivery Center of Changsha Xiangjiang International Automobile City, and an after-sales manager said that after the reporter's personal information needs to be counted, a special person will answer the reporter's questions, but as of press time, the reporter failed to receive a call back from Xiaomi.

Source: Dahe Daily

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