AutoBeta(AutoBeta.net)04/24 Report--

At about 11:20 on the 19th, the orderly Tesla booth was broken. A Zhengzhou female owner wearing a printed "brake failure" climbed onto the roof of Tesla's exhibition car to defend her rights and shouted the slogan "Tesla brake failure". The scene was once chaotic. It is understood that there are three Tesla owners who go to the auto show to protect their rights. In addition to Ms. Zhang who climbs on the roof, there are pregnant Xi'an owner Ms. Li, and a man surnamed An. After the incident, Ms. Zhang was placed in administrative detention for five days, and the other two rights owners were given administrative warnings.

Tesla has fallen into a public opinion craze, and consumer activism has become a hot topic for Tesla. In this context, a number of official media and departments have publicly criticized Tesla. In recent days, Tesla has disclosed developments related to rights protection on its official Weibo account, but only for Ms. Zhang, and other owners seem to have been "ignored." On the afternoon of April 23, Tesla responded to the situation of Xi'an Li, another rights owner: "The accident and related vehicle damage are not caused by product quality problems, and there is no legal basis for the owner's claim to return Tesla at the original price after the accident, so we failed to agree with the owner's claim."

In response to the lack of video on the drive recorder, Tesla said it was because the owner did not create a dedicated folder that prevented the function from being turned on. Tesla stressed that the driving recorder is not connected to the Internet of Vehicles and can only be consulted by people inside the vehicle. Tesla does not have the ability to delete or edit the video from the drive recorder. Tesla said that Tesla's vehicle data is that the vehicle gateway reads the signals of various parts in the vehicle and stores them in encrypted form. The stored data is recorded by encryption technology, so it is impossible to directly read, modify or delete relevant data. In the event of a product quality dispute, Tesla will legally provide true and complete vehicle data.

In response to the airbag failure, Tesla said the vehicle did not have any airbag system failure warnings before the accident. Tesla said that at present, a variety of solutions proposed by the company have been rejected, but also fully consider the physical condition of the owner, the company is willing to pay third-party testing costs in advance, and actively strive for other care measures.

According to reports, Ms. Li's Tesla Model 3 long-range version was picked up on March 19 last year, making Ms. Li unacceptable that her vehicle frequently had problems after picking up the car. The first time was less than a month after lifting the car, the trunk lock and the lock suddenly opened during driving, and it could not be controlled. At the beginning of March this year, Ms. Li suffered two "brake failures", fortunately did not cause injuries and car accidents, after the owner found that the car's driving recorder was blank, Ms. Li on the brake failure situation and Tesla repeatedly reflected, but the other party said "there is no problem with the vehicle." On March 19, Ms. Li's Model 3 collided with another motor vehicle. The collision had nothing to do with brake failure, but the airbag did not pop after a violent collision.

After many negotiations failed, Ms. Li also embarked on the road of safeguarding rights. At present, Ms. Li's Model 3 is still parked at the door of Xi'an Tesla Experience Store and has the words "brake failure, airbag failure to kill".

Ms. Li said Tesla only provided background data to Ms. Zhang after the Tesla auto show, excluding other owners. Ms. Li believes that regardless of whether there is a problem with the vehicle hardware or software, the owner should know where the problem lies, but Tesla's response is only aimed at Henan owners, and the official apology did not actively communicate with her. When it comes to the reasons for Shanghai Auto Show rights protection, Ms. Li said,"To Shanghai is to find Tesla Vice President Tao Lin to ask clearly, We only say that we need a statement, Let Tesla take out the vehicle brake failure data."

This is the same as Ms. Zhang, Ms. Zhang's husband Mr. Li said on the social platform,"Considering that Tao Lin may participate in the auto show, so his wife wants to take this opportunity to meet Tao Lin to reflect the situation, initially did not think of doing excessive behavior, just want a statement." After the wife arrived at the scene, she may have been recognized by the staff as filming, and then the security personnel pulled her and tried to evict her." Mr. Li said,"The security personnel blocked the shooting with umbrellas, causing his wife to be angered and reluctantly boarded the roof."

In fact, judging from many Tesla rights protection incidents, the main reason for consumers to adopt more extreme ways to protect their rights is not the failure of vehicles, but the attitude of manufacturers towards consumers. If Tesla can respond positively to consumers 'questions and provide relevant materials to prove its innocence in response to consumers' questions and doubts, even if the accident is indeed caused by consumers, a good handling attitude can satisfy consumers. However, Tesla's attitude as both an athlete and a referee in many incidents has angered many activists.

Tesla is the world's largest new energy vehicle manufacturer, China is its largest single market, Tesla should have the image of a big enterprise, must abide by Chinese laws and regulations, market rules, respect consumer rights and interests. At present, whether Tesla products have quality defects remains to be examined, but Tesla's service does need to be improved. Through this incident, I hope Tesla can improve its consumer service qualitatively.

Mr. Li said that his wife, Ms. Zhang, would end her detention on the 25th and would go to Zhengzhou to get Tesla's complete driving data, but Tesla had previously released the driving data one minute before the accident to the media without informing them of the suspected invasion of personal privacy and demanded Tesla apologize. We will continue to pay attention to the follow-up progress of relevant time.

Welcome to subscribe to the WeChat public account "Automotive Industry Focus" to get the first-hand insider information on the automotive industry and talk about things in the automotive circle. Welcome to break the news! WeChat ID autoWechat