Xiaomi SU7 EV user Mr. Wen posted a video showing his car breaking down after only 39 kilometers of travel. He towed the car to the pick-up point. After the first inspection, no problems were found. After-sales staff told him they were willing to undertake the process of returning the car, but he insisted on the exchange.

Xiamen City reported purchasing a standard version of the Xiaomi SU7 car from Xiaomi Automatic Delivery Center in Xian’an. Naturally, this event caused a stormy conversation about the new car.

User insisted on switching

A user shared screenshots of his conversation with after-sales service. “I want the car, not the return. Can you transfer Youxian to make one for me?” asked a user in the after-sales service department.

After-sales personnel informed the user that the vehicle should be sent to the factory for further analysis so that the company could determine the cause of the malfunction. He also explained that it was not possible to repair the car right away. “The vehicle needs to be sent to the factory for further analysis of the cause of the malfunction and is temporarily beyond repair.”

The staff said that the vehicle would be delivered to him after a detailed inspection. This will undoubtedly take time, but according to the company, the quality of the cars must be ensured. The staff also apologized to the user for the disappointing car buying experience.

Xiaomi accepted the offer to replace after-sales staff

However, Mr. Wen insisted that it be replaced. Fortunately, after an internal request, Xiaomi’s after-sales department agreed to offer the user a new product. “If the original order number does not change, we will apply to schedule the production of new vehicles according to the original order number in the system.” However, the staff also said that many users have placed orders now and the company cannot promise to deliver a replacement in a short time.

The company just wants to find out what caused their car to break down and fix the problem, but due to the current high demand, it is temporarily impossible to offer the user an immediate replacement. During the waiting period until the delivery date of the replacement car, the company agreed to provide compensation (optionally RMB 150 in cash or an equal number of points per day) for shipping rights.