Thursday, January 20, 2022

Xpeng Motors Responds to Accusations of Cheated Customer

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(Source: Xpeng)

On Monday, Litchi News reported that in October this year, an individual surnamed Chen in Nanjing decided to buy one Xpeng Motors P7 car at a Xpeng Motors Exhibition Hall in a local shopping plaza. He paid a deposit of 5,000 yuan and signed a purchase agreement with the store. However, when the car was delivered in November, he was asked to pay an extra 7,000 yuan.

The car purchase agreement suggests this Xpeng Motors P7 purchased by Mr. Chen charges a total of 279,650 yuan, including a deposit of 5,000 yuan. The result is that Mr. Chen should pay 274,650 yuan in total.

A sales director of Nanjing Xpeng Motors Sales & Service Co., Ltd.  pointed out that new energy vehicles priced lower than 300,000 could receive state subsidies, and therefore it is common practice in the industry to deliberately lower the contract price and ask consumers to pay the rest when the car is delivered.

The sales director explained that the contract and the actual price of the car should have been clarified by sales staff when the contract was signed. He mentioned that all retail car  contracts in the store follow such procedures. However, Mr. Chen said that he knew nothing about it when he bought the car nor did the sales staff say anything about the price being higher than that on the contract.

SEE ALSO: Xpeng Obtains ISO 27001 and ISO 27701 Certification, Meeting Global Standards for Information Security and Privacy Protection Management

Xpeng Motors responded on Wednesday that the company had looked into the matter and determined that the store staff did not clearly understand the relevant promotion policies in November during their communication with customers. This resulted in misunderstandings among customers and sales staff failed to resolve the issue for this customer during the subsequent process. For the reason, Xpeng Motors sincerely apologized for the inconvenience and trouble caused to this customer.

As a result, Xpeng Motors will standardize the store sales and delivery process, strengthen the professional training of store staff, and bring better services to users from the sales side and the delivery side.

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