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In March this year, a woman N was at the Tesla dealership in Hongqiao, Shanghai. under the introduction of the salesperson, the car was able to give a discount of 40, 000 yuan, and considering the safety of her children, Ms. N bought a six-seat version of the Model X on display in the showroom. However, unexpectedly, the various problems and rights problems encountered after picking up the car made her and her husband physically and mentally exhausted.

It is understood that the Model X purchased by Ms. N has been produced for only half a year.

While Ms. N was looking at the car, she found that the second row of seats in the exhibition car could not be moved. The on-site staff also said at that time that this was set up to prevent customers from damaging the parts of the display car, and the real car would not be affected, thus dispelling Ms. N's concerns.

On the day of picking up the car on March 20, Tesla sales asked the car owner to sign the purchase contract before picking up the car. Considering that it was also a pleasure to pick up the car, Ms. N agreed to the request.

But unexpectedly, Tesla, who bought by himself, did have the problem of previous sales commitment. Ms. N sent the vehicle to be tested, and the maintenance sheet information showed that the vehicle had a transmission fault of the seat tilt mechanism.

In this regard, Ms. N put forward a request for Tesla to return the car, but the salesperson rejected Ms. N's request on the grounds that it did not conform to the process. And said that we will maintain the exhibition car every day, it is impossible not to find that there are defects in the exhibition car.

In addition, in the course of driving, Ms. N found that the Model X she mentioned also had a series of defects, such as abnormal noise of front window glass, abnormal noise of door closing, water seepage on the inside of B-column, sensor, wrong display of central control screen, and so on. She went to Tesla store five times in two months to carry out repairs, but there are still many defects that have not been solved.

During this period, Ms. N contacted Tesla's head of sales in Greater China through the distributor, who admitted that there were problems in the delivery process (that is, signing the contract before car inspection), and that there might be information asymmetry in the work link, which led to Ms. N's "misunderstanding" and was able to give some compensation, but still insisted on not returning the car.

Ms. N was very angry about this and said that she spent nearly 1 million yuan to buy the Model X, but could not enjoy the after-sales service of equal value.

In Ms. N's view, what is even more powerless is that there seems to be no force that can restrict Tesla's perfunctory attitude.

A repairman told Ms. N that because this is a Taiwan show car, it is normal to have these problems. Ms. N said that she could not accept the service attitude of Tesla's staff, so the two sides had several quarrels, and finally she recorded the situation through video recording before she asked the maintenance staff to agree to repair. After changing a part, the abnormal noise of the door closing on the driver's side will be solved. It shows that the car itself is problematic. "

In addition, Ms. N was disappointed by the professionalism of the repairman. After repairing the abnormal noise of the car door on the driver's side, the repairman refused to repair the abnormal noise of the window on the side of the co-driver on the grounds of "inaudible" and "unable to identify the cause of the fault". One of the repairmen also suggested using a lacquer pen to repair the wear marks on the door trim panel, which even the maintenance supervisor could not look at and pointed out that it could not be done. "

In the face of so many defects, how many undetected defects have become Ms. N's biggest concern.

Ms. N also said frankly that at present, consumers are still weak in front of businessmen. she has run the maintenance point five times in two months, and she has spent countless time and energy on maintenance and negotiation with businesses: "in order to safeguard my rights, I even sacrificed the time I spent with my son International Children's Day." She said that Tesla is still passing the buck and bickering by various means, but she has no effective way to restrict it. "compared with the resources that the other party has, I really can't afford it alone."

In view of Ms. N's situation, the reporter came to the Tesla dealer Shanghai Hongqiao Tiandi Store on Zhongchun Road, Minhang, Shanghai to verify. There are a lot of customers in the store looking at the car and consulting. A sales consultant who called himself Jeff came to receive him.

When asked if Tesla would sell the show car to consumers, Jeff said it was a common phenomenon in stores: "just sell one today." However, he stressed that the actual quality of the display car delivered is no different from that of the new car, and enjoys the same after-sales standards as the new car.

It is worth noting that at this time, there is also a black 6-seat Model X in the store, which is the same model purchased by Ms. N, with open gull doors on both sides for customers to experience. Although the vehicle did not have a problem with Ms. N.

However, after observation, it is found that there are still many defects in the details of the exhibition car, and the gap connecting plastic of the B-column door appears to be relatively rough and seems to have signs of wear and tear. On the other hand, there are also many obvious stains on the chassis of the car, and there are sundries such as damaged stickers on the tires.

As for the flaws in the car, Jeff, a sales consultant, said the car was also on display in the morning delivery store and had not yet been cleaned and polished.

At present, Ms. N's car is still parked in Tesla's maintenance point, which has not been repaired. Ms. N refused to offer Tesla a compensation package for FSD functions, three years of maintenance and a toy stroller. And said that unless the other party gives me a satisfactory compensation plan, otherwise I will not let them repair the car. On the other hand, Ms. N consulted a lawyer and was prepared to solve the problem through legal means.

Just a few days ago, Tesla dealer finally submitted a compensation agreement to Ms. N, and the two sides signed the compensation agreement on the afternoon of June 10. As the two sides signed a confidentiality agreement at the same time, the details of compensation cannot be known. However, Ms. N stressed that the agreement is only for compensation for irregularities in the delivery process, not for multiple repairs due to vehicle quality problems, and related matters are still under negotiation and communication. Why did Ms. N suddenly agree to sign the agreement? the answer she gave was the helpless "can't afford it".

Tesla and his CEO Elon Musk have shown great importance to their performance in the Chinese market, and Tesla's Shanghai factory, which started construction at the beginning of the year, basically completed the main structure in half a year and has begun to install workshop equipment. However, when the domestic Model 3 is about to be tested by Chinese consumers, Tesla frequently reports suspected quality problems. in addition, Tesla's handling of these after-sales problems also gives some consumers, including Ms. N, the actual feeling of "big stores deceiving customers".

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