Xiaopeng, who made a good start in 2022, has encountered delivery problems.
Previously, in January, Xiaopeng P5, one of the new forces of car making, sold 12900 vehicles a month, with a year-on-year increase of 115%, leading the delivery list of new forces of car making. At the same time, the enterprise also actively arranged the European market to expand to the sea and actively publicized flying cars during the Lantern Festival.
Just as the sales volume of this new power car manufacturing enterprise was rising, a group of users who ordered cars in October 2021 began to complain and protect their rights because they could not pick up the car for a long time and could not get a definite official reply. At present, the shell finance reporter of Beijing News found a large number of complaints about Xiaopeng's car delivery on platforms such as black cat complaint and vehicle quality network.
The shell finance reporter of the Beijing News went deep into the complaints group of Xiaopeng auto riders and learned about the anxiety faced by some users after communicating with more than 10 car ordering riders; Xiaopeng automobile gave an official response; Lawyers and experts also shared their views on the matter.
the car hasn't been delivered 4 months after the deposit
consumer: Xiaopeng should be transparent about the car allocation progress and quantify the compensation details
"When they paid the deposit, they said they would pick up the car at the end of last year, but they delayed it until the end of February this year. There is no explanation." Mr. advocate of waiting to pick up the car from Sichuan told reporters.
The sales volume of Xiaopeng automobile in recent months is quite good, but the order delivery of P5 model 460 has become a "pain" in the hearts of many consumers. The reporter of shell finance and economics learned that a large number of users who ordered cars in October 2021 still have orders in the stage of paid deposit or signed agreement so far. When they communicate with Xiaopeng's car sales, the other party mostly prevaricates with words. Mr. Zhang, who wants to complain through the official channels, also encountered difficulties. He told the shell finance reporter: "I can't get through to the official, and I didn't seriously respond to sending messages to customer service online."
Chat records provided by some consumers with Xiaopeng automobile salesperson.
Some consumers provided shell finance reporters with chat records with sales. Among them, sales promised users the expected delivery time for many times, but in the end they delayed again and again. Consumers believed that it was suspected of breach of contract in combination with the "car to delivery" clause written in Xiaopeng's car contract.
A number of users gave feedback to the reporter of shell finance and economics. In their communication with consumers, the salesperson of some 4S stores and direct stores mentioned that the delivery of old orders is still difficult, and it is expected to wait until after May. If users choose to "change the configuration", they can pick up the car at the end of March at the earliest.
"This configuration change is mostly to change us from 460e or 460g models to 460 + models. They openly say that upgrading the wheel hub can be cheaper by 1000 yuan, but we find that the battery supplier seems to have been replaced. Mingming is the most important battery supplier of electric vehicles, but it has been mentioned by the description of the manufacturer 'Xiaopeng self-assembled batteries that meet the national standard'." Shanghai car owner Ms. Wang told shell finance reporters.
Therefore, some users told the reporter of shell finance that "there are problems in the battery procurement of Xiaopeng automobile and Contemporary Amperex Technology Co.Limited(300750) " seems to have become an "open secret". Mr. Xu, a car owner in Chongqing, and some car owners who have demands, said: "the battery transaction between Xiaopeng and Contemporary Amperex Technology Co.Limited(300750) seems to have not reached a consensus for some time, which may be affected by the price fluctuation of raw materials, so we carry Contemporary Amperex Technology Co.Limited(300750) The delivery of some P5 models with batteries is slow. However, this should not be the difficulty we have to bear, and Xiao Peng has never explained the situation openly. "
The reporter of shell finance and economics learned that some riders believe that because they can't pick up the car for more than four months, after the large-scale complaint incident, Xiaopeng automobile failed to clearly inform them of this situation in advance, causing them to suffer losses in time and money. They hope to get the response and compensation from Xiaopeng automobile.
Xiaopeng said he could assist in changing or unsubscribing
some users are not satisfied
According to the situation reflected by consumers, Xiaopeng automobile official responded to shell finance reporters that due to the impact of the epidemic, the industry is facing extreme tension in the supply of main parts including lithium iron phosphate battery, which also brings great uncertainty to the production of Xiaopeng p5460 model, resulting in the failure of 460 model orders to be delivered in time within the next scheduled expected delivery cycle.
For the problem that consumers can't get the car, Xiaopeng automobile has sorted out the customers who are expected to have overdue risk according to the latest production scheduling plan. Next, the enterprise will contact the customers one-to-one through the salesperson in batches according to the order order, understand the customer's needs, and assist the customers in need to complete the procedures of changing or unsubscribing.
The car allocation information exposed by some car owners.
As of the early morning of February 25, the reporter of shell finance and economics noticed that Ningbo car owners who had been scheduled on October 17, 2021 had entered the "car allocation stage". According to user feedback, car allocation means that users can pick up the car soon.
As for the consideration of batteries, the reporter of shell finance also communicated with the official of Xiaopeng automobile. Xiaopeng automobile said that Xiaopeng automobile has a very strict access mechanism for all suppliers and is also a mainstream manufacturer with a high share in the industry. The batteries used in P5 have been tested and verified, Meet all safety verification items of the national standard GB 38031-2020 safety requirements for power batteries for electric vehicles, and provide 8-year or 160000 km quality warranty service for power batteries.
Some users were not satisfied with Xiaopeng's response. They believe that whether it is waiting for the car, changing the allocation or withdrawing the decision, it should be what the enterprise did when it found that it was unable to schedule production according to the plan earlier, rather than the method given after consumers failed to negotiate for many times and paid time, energy, money and complaints.
Mr. Zheng, a consumer in Nanchang, Jiangxi Province, who is planning to retire, told the reporter of shell finance and Economics: "I felt that the delivery would be overdue and wanted to return it quickly. But at the end of December last year, Xiaopeng officials did not give us a refund. Now, we have paid for more than two months in vain. Now they told me that we can refund the deposit. Not to mention that I have no car available for four months and the time I have to wait to order models of other brands, the current prices and subsidy policies of new energy vehicles It's completely different from last October. The price has risen sharply. Xiaopeng's car can't be delivered due to its own reasons. Shouldn't we be given some compensation? "
Some car owners are thinking about refunding the deposit, while others are hesitating because of the matching between the collection time and the battery. "The news we receive every day is changing. Some sales people say that they can pick up the car at the end of March after changing the order, and some sales people say that they have to wait until May after changing the order. How long do we have to wait? Has the battery been replaced? Can Xiaopeng give us an open and frank statement? Really, it's time for us to bear the 'deposit', and we believe that the car will be picked up at the end of the year What's the bitter fruit of waiting for half a year to pick up the car? " Ms. Wang said, "I have received three calls in the past half a month. In addition to soothing my mood, I have constantly postponed my delivery communication time.
But that won't solve our real problem. "
"Not only are 460 car owners facing problems, but our 550 car owners are also troubled." Mr. Hong, the owner of Shanghai, told the reporter of shell finance, "when Xiaopeng car was publicized, he said that our battery was Contemporary Amperex Technology Co.Limited(300750) , but now the battery packs are written that Xiaopeng car was assembled by itself. It seems that not all batteries are Ningde. Doesn't such publicity infringe on our rights and interests?"
In this regard, Xiaopeng automobile told shell finance reporters that it is in line with industry practices and actual conditions that vehicle manufacturers adopt multiple parts suppliers that meet national and enterprise safety / quality standards. Even if there are multiple parts suppliers, the specification and quality of parts ensure a unified enterprise manufacturing standard.
According to the public information, the reporter of shell finance and economics learned that Xiaopeng automobile once adopted the delivery scheme of "pick up the car first and then reinstall" at the end of October 2021 due to the insufficient supply of P5 millimeter wave radar. The users who adopted this scheme were compensated and presented xpilot (3.0 / 3.5) software worth 20000 yuan. At that time, as soon as the plan was put forward, Xiaopeng automobile was widely praised by the media because of its responsibility, but now, the owners of 460 models scheduled in October 2021 are still waiting for the exact collection date.
the lawyer said that the failure to deliver the car at the expiration of the period constituted a breach of contract
experts say delayed delivery is affected by the rapid expansion of enterprises
In view of the problems faced by consumers, the shell finance reporter of the Beijing News also had an exchange with Yan Bing, the chief lawyer of yunlutong law firm. Yan Bing said that if there is evidence to prove that the salesperson of Xiaopeng automobile has given the exact delivery time, the commitment can be regarded as part of the terms of the contract. The dealer's failure to deliver the car at the expiration constitutes a breach of contract, and consumers have the right to require Xiaopeng automobile to compensate consumers for the losses caused by their failure to use the car on time. For consumers who require to terminate the car purchase contract, they can also require Xiaopeng automobile to return double the deposit in accordance with the deposit terms and article 587 of the civil code.
The contract provided by the riders shows that the delivery time of P5 is "pick up when the car arrives"
On the other hand, at present, the terms signed by both parties involve ambiguous words such as "pick up the car when the car arrives". These terms are typical overlord terms. According to Article 497 of the civil code, the standard terms provided by one party unreasonably exempt or reduce its responsibility, increase the other party's responsibility and limit the other party's main rights, which are invalid. Consumers can ask Xiaopeng automobile to give a clear and reasonable delivery period. If the delivery period cannot be given or the delivery period obviously exceeds the reasonable scope, it is a breach of contract.
Zhang Xiang, an auto analyst, told the shell finance reporter that under the background of rising global raw material prices and insufficient production capacity, Xiaopeng automobile is not the only one with difficult delivery problems. Previously, Audi had proposed that only one car key should be provided for the delivery of the car; Tesla also decided to cut an electronic control unit in some vehicle bogies due to the shortage of semiconductors; Great Wall Motor Company Limited(601633) recently announced that due to the rise in raw material prices and other reasons, the brand's Euler black cat and white cat models have no profit space and stop receiving new orders.
Xiaopeng's current delivery problem is also a "happy worry". In the second half of 2021, the sales volume of Xiaopeng automobile increased rapidly, but it also put pressure on the battery supply of the brand.
According to the industry practice, the purchase order cycle of batteries between enterprises and battery factories is about half a year, but now the growth rate of sales in the new energy market is very high, which has a great pull on upstream suppliers, 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 mature treatment methods for short supply. There is still room for improvement in how to better handle the relationship with consumers.
According to the latest information learned by the reporter of shell finance, Xiaopeng automobile has begun to contact the users waiting to pick up the car in batches. The app orders of some modified consumers in the group have shown the car allocation. But more consumers are still waiting for Xiaopeng to give an answer.
