Finance Association, May 14 (Reporter Tang Zhixiao) More than 40 days after the official delivery, the car owner's car failure brought the Xiaomi SU7 to the hot search.

On May 5, the owner of the car in Xiamen, Fujian, Mr. Wen, broke down after driving 39 kilometers while driving 39 kilometers and was forced to quit.

On May 8, Mr. Li, the owner of the Xiaomi SU7 in Leiyang, Hunan, suspected that the brakes suddenly failed during parking, and an alarm sound was raised. The screen then displayed 4 abnormal messages, including “Braking performance is limited, please drive carefully”, “Braking system failure, please park safely on the side”, “Automatic parking failure”, and “abnormal uphill assist function”.

In response to this incident, on May 13, Wang Hua, general manager of the public relations department of the Xiaomi Group, responded on his official Weibo that the cause of the brake failure was misidentified by the software. Currently, this low-probability incident has been fixed, and that the Xiaomi car can support the user's request to return or change the car

Recently, a reporter from the Financial Services Association also visited Xiaomi Auto's offline stores and learned that currently the delivery cycle for the Xiaomi SU7 is still long, and that Xiaomi provides corresponding services for faulty cars, but this does not include compensation or provision of shuttle cars.

Xiaomi SU7 has suffered a failure

On May 5, Mr. Wen, the owner of a car in Xiamen, Fujian, broke down when driving 39 kilometers. Afterwards, Mr. Wen changed his nickname to “the weakest Xiaomi SU7 owner” on social platforms and revealed the circumstances of the entire accident.

Mr. Wen said that he only drove 39 kilometers on the way from the Xiamen delivery center to Quanzhou on the day he picked up his car. The vehicle suddenly lost power at the high speed and was forced to stop. Later, after the vehicle was dragged back to the Xiamen delivery center for inspection, it was told that due to a problem with the high voltage line, it needed to be returned to the factory for repairs, and that Xiaomi was willing to refund Mr. Wen's full purchase price, as well as all expenses incurred as a result of returning the car.

Subsequently, Mr. Wen received an after-sales contact from Xiaomi saying that it could meet his demand not to return the car, but since there are currently many pre-order users, Mr. Wen can only wait in line. During this period, Xiaomi can provide him with a daily subsidy of 150 yuan.

On May 10, Mr. Wen chose to accept the compensation agreement from Xiaomi and chose to wait in line for a new car. He said that compared to subsidies, he would rather be able to pick up the car now.

Coincidentally, on the evening of May 8, Mr. Li from Leiyang, Hunan, also experienced a situation where the brakes were suspected to have suddenly failed while driving the Xiaomi SU7, and calling the 400 service hotline was busy for a long time.

On May 13, Wang Hua, general manager of the PR department of Xiaomi Group, responded on his official Weibo that the cause of the brake failure was misidentified by the software, and that this low-probability incident has now been fixed.

Referring to the situation where 400 was not connected, Wang Hua said that due to the peak entry period at the time, there were many queues, and there were many queues, and he apologized for this. Afterwards, the exclusive service group for users responded to users' needs and arranged road rescue support.

However, in response to the shortage of professional customer service seats, Wang Hua said that recruitment was urgently initiated in April, and it is expected that the online customer service acceptance rate will increase dramatically by the end of May.

In response to Xiaomi's official response, Mr. Li said that the answer given by technical experts was that when the braking pressure was 0, the braking failed. When he didn't see it himself, the experts only said that the foot felt insufficient, but when checking the data, Mr. Li discovered that the pressure bar was 0 for about 1-2 seconds. Mr. Li thought that the braking effect was lost during the switch. “If I follow a car very close on the highway, is it dangerous for 1-2 seconds?” Mr. Lee asked.

In response to Mr. Li's question, Wang Hua added on Weibo that the zero pressure of active braking is because the brake fluid flows into the auxiliary brake. Although the brakes have no foot feeling, the wheel end always has braking pressure to stop. The reason the vehicle can stop is the reason the auxiliary brake works. Wang Hua disagreed with Mr. Li's statement that he lost the braking effect in 1-2 seconds, adding that “the Xiaomi SU7 has a total of quadruple brakes, which can greatly guarantee safety.”

Mr. Li later clarified on his personal Weibo account that he was requesting 10 million yuan in compensation from Xiaomi. He said that his first appeal was for Xiaomi to realistically tell the truth and solutions, and why no one answered the SOS emergency road rescue; the second was to return the vehicle.

The reporter learned that the vehicles mentioned above have now returned to normal. Wang Hua claims that Xiaomi can support users' requests to return or exchange cars, while also paying the costs associated with returning the car. If the car is replaced, production will be prioritized according to the original order number, and transportation compensation will be given for the waiting period.

The Xiaomi SU7 is still “hard to find”, and the new car will have to wait 8 months

A reporter from the Financial Services Association visited the Xiaomi Home in Shenzhen and discovered that many customers in the store were still experiencing the Xiaomi SU7. Afterwards, the reporter learned about the after-sales policy for Xiaomi cars.

Xiaomi Auto Sales told the Financial Federation reporter: “The warranty period for the vehicle is five years or the mileage is no more than 100,000 kilometers. The warranty period for key components, including the power battery and management system, the drive motor and its controller, is 8 years or 160,000 kilometers, whichever is reached first.”

Afterwards, he added that if the vehicle broke down during the warranty period, Xiaomi could provide a towing service. But he also denied claims that Xiaomi would provide car owners with subsidies and vehicles after the accident.

When the Financial Services Association reporter asked if they had heard the news about the recent security failure of the Xiaomi SU7, the sales person did not respond positively to the reporter's question, but only emphasized how the wheel safety of the Xiaomi SU7 can be guaranteed.

The Finance Association reporter also learned that currently the delivery cycle for the Xiaomi SU7 is 8 months regardless of the model configuration, and now the payment will need to wait until January next year to pick up the car.

“I'm worried that the car is selling so well that I won't be able to hand over the car.” Lei Jun, the chairman of the Xiaomi Group, seemed to have come true at the time. According to information, at present, the annual production capacity plan for the first phase of the Xiaomi plant is 150,000 vehicles, and the first phase of the plant was completed and tested in June 2023; the annual production capacity plan for the second phase of the plant is also 150,000 vehicles, and construction has not yet started.

According to reports, the Xiaomi SU7 was officially launched on March 28, and mass deliveries began. Xiaomi officially announced that as of 24:00 on April 30, the number of Xiaomi SU7 locks had reached 8,8063 units, and the number of units delivered in April had reached 7058 units.

Earlier, Lei Jun bowed ahead of time at the listing press conference, saying, “If you think we haven't done a good job, just let us know. We will definitely listen carefully and make quick improvements. I would like to ask all of you here, and if you have any complaints, please keep your words open.”

Lei Jun said that the current public opinion environment is not very good. In particular, Xiaomi is very popular. Ding's older problem will be viewed with a 10,000 times magnifying glass, so I feel that the pressure is very high, so I ask everyone to understand it.

In more than 40 days of official delivery, the Xiaomi SU7 has been closely watched by the outside world. Every move by Lei Jun and Xiaomi has attracted much attention. Xiaomi Auto has even specially prepared the “Xiaomi SU7 Answers Netizens' Questions” series to answer netizens' questions about product design, performance, intelligent experience, and delivery and service. As of May 14, there were 40 articles.