“A single service worry-free user will lose 4000 yuan a year.” Editor’s note: This article is from ”
future car Daily “(micro-channel public number ID: auto-time), Author: Wu Xiaoyu.
Image source: Weilai official
Author｜Wu Xiaoyu
Edit｜Wang Yan
Recently,An ES8 car owner in Zhengzhou spent 140,000 yuan in maintenance costs due to a flat tire The news of Wei Lai once again pushed the forefront.
According to media reports, the owner of the car purchased a Weilai ES8 in August 2018 at a price of 548,000 yuan. Later, on the evening of September 3, 2019, due to a bicycle accident while driving, the left front wheel of the vehicle punctured and the wheel hub was deformed. However, after the accident, the owner did not call the police or report to insurance.
Until September 14, 2019, after calling the NIO service hotline to explain the situation, the owner learned that he had purchased the “NIO Service Worry-Free Package”. Usually after an accident, Weilai will arrange tow trucks and arrange for the accident vehicle to go to Weilai authorized repair points for maintenance and other matters.
However, when the car owner went to the 4s shop to pick up the car, it was found that dozens of parts needed to be repaired were issued in the inspection order, and all 4 tires and wheels were replaced. The repair cost was as high as 146,000 yuan. As a user who purchases NIO’s “Worry-Free Service”, the owner of the car could have been paid by the insurance company, but was rejected by the latter because he failed to fulfill the obligation of reporting the case and assisting the insurance company in the investigation. This also means that all maintenance costs will be borne by the user.
After the matter continued to ferment, on October 27th, in response to this matter, NIOQin Lihong, the co-founder and president of Che, reported in an internal email that Weilai had already expressed his apologies to Mr. Zheng and said that the case should have been dealt with by the service. This loss should be resolved by NIO and the authorized repair station. The previous method that the user had assumed was seriously wrong. After communication, NIO has provided a solution for Mr. Zheng, which has been approved by Mr. Zheng.
At the same time, Qin Lihong also denied the authenticity of “one rim of 140,000”. In addition to the hub and rim of the accident, the chassis and suspension system of the vehicle also Severe damage, so the overall maintenance project and cost of 140,000 is generally reasonable. In response to the user’s request, the maintenance point also performed other incidental maintenance for the user. There is no excessive maintenance and false pricing in the whole process.
Qin Lihong said that this incident exposed Weilai’s management problems. In this process, the authorized repair station did not implement the standard repair certification procedures; the regional company allows the “Service Worry-Free” users to pay for the repair costs when the insurance company refuses to pay after the above specific circumstances occur. In this regard, we It must be reviewed in management. In the next step, the company will further optimize the “Service Worry-Free” management process.
NIO’s “Worry-Free Service Package” was launched in February 2018. The package cost is 14,800 per year. It currently includes 6 rights, namely one-click maintenance, free repair, free maintenance, and three Insurance, free scooters and enhanced traffic services.
In February of this year, Weilai officially released a new service project of Worry-Free Service 2.0, and Worry-Free Service 1.0 will be officially offline with the release of version 2.0. The purchase price of Worry-Free Service 2.0 has been reduced by RMB 200 compared to the 1.0 version.
Li Bin, the founder of NIO, introduced: “In general, Worry-Free Service 2.0 has targeted optimization and adjustments to the problems found in the specific operations of existing 1.0 products. Compared with 1.0, there is no overall service item. The changes, the rules better meet the needs of most users, and avoid the situation of a few extreme situations occupying too much resources. Some projects have indeed shrunk a little, and I hope that the owners of Weilai can understand.”
The adjustment of services is worry-free, which will greatly help NIO reduce operating costs.
Li Bin also revealed that although Worry-Free Services products have a good reputation, they also put a lot of pressure on NIO. “Worry-free service 1.0 product does not count the labor cost of NIO’s own service department and some investment such as mobile service vehicles. A single user of Worry-free service will lose 4000 yuan a year. If the user base is small, We can still bear that if the user base is large, it is indeed difficult to sustain.”
“ChangeAfter Worry-Free Service 2.0, our business goal is to control the direct loss between 1,000-1500 yuan. Worry-Free Service is not a profitable project point for Weilai. The long-term goal is to continue to optimize, scale efficiency, and achieve The breakeven of the direct costs is enough. “Li Bin said.
Future Car Daily