1. Tucki P7 started mass delivery.
The delivery and after-sales process ushered in a big exam.
On June 28th, in the media group of Xpeng Motors, a marketing classmate nicknamed "Uncle Laura" suddenly sent a message in the group: there was a "chicken frozen" thing.
The media speculated that Tucki was sending a new car to Netease and was also the P7 of the group purchase lottery. Maybe Laura wants to "celebrate P7" and share her joy with everyone.
We didn't know that Tucki had "started" in Zhaoqing until the afternoon.
As early as two months ago, when P7 went on the market, Tucki had already announced the delivery schedule, that is, some models were delivered one after another at the end of June. This "departure ceremony" has begun. According to the information obtained by the President, P7 is now starting to deliver on a large scale instead of trial delivery in batches, and there is a high probability that there will be good delivery data in July.
At present, Tucki G3 has delivered more than 20,000 vehicles nationwide, but P7' s bicycles and accessories are more expensive, and consumers' demands will undoubtedly be higher. At the same time, the delivery and maintenance processes of different models are carried out at the same time, which is also a new test for this new force.
As of June, 2020, Xpeng has 190 offline outlets, including 99 experience centers (sales and experience functions), 64 service centers (after-sales functions) and 27 sales and service centers (sales and after-sales functions).
According to the mainstream traditional OEM, GAC Toyota currently has about 500 4S stores in China, which carry the sales of more than 600,000 cars and the maintenance of millions of cars a year. We can say that the service outlets in Xpeng automobile have a high probability to support its subsequent after-sales matters.
Of course, the number of outlets is on the one hand, and good product quality and good after-sales experience are also particularly important. Taking advantage of the test drive of P7, the President will drive G3 into Tucki Service Center this time.
Office building of Guangzhou headquarters of Shanghai Peng Automobile Co., Ltd. Experience Center &; Delivery center
Second, explore Xpeng automobile service center.
1, maintenance service
After attending the Greater Bay Area Auto Show on June 20th, I dialed the Xpeng Motors 400 service number, which reflected my situation that "the car glass was broken due to external force, and the cracks were getting bigger and bigger". The customer service lady reminded me not to drive again and called the insurance company to tow the car away. But because my front bumper was coated, I tried the speed of 120km/h when I went to Shenzhen, and there was no problem. I still drove the vehicle back to Guangzhou and made an appointment to drive the vehicle to Xpeng Pazhou Service Center on Monday (June 22nd).
Step 2 go to the store to inspect the goods
Strangely, although 400 customer service told me that my colleagues in the store would contact me to make an appointment, the last thing I saw in Xpeng Motors APP was "I have already made an appointment 14:00".
However, as the picture shows, I arrived at the store by myself that morning. Fortunately, the students in charge of reception in the store also directly registered for me. I want to give you some advice here. If time is limited, it is best to confirm the arrival time repeatedly to avoid the busy staff on duty and ultimately delay your arrangement. If it is your own responsibility, you'd better confirm it before you arrive at the store.
Briefly introduce the purchase process:
(Take Xpeng Motors and Pazhou City Comprehensive Service Center in Guangzhou as examples, other cities and stores should be similar. )
When arriving at the store, the security guard asked the reason and guided the parking.
The store service specialist will receive and ask if there is an appointment to register and check the information.
Feedback questions, vehicle inspection, electricity and mileage registration.
Turn to the service housekeeper and check the maintenance requirements twice.
Sign the checklist and problem points of the eco-car for confirmation.
If you sign the insurance policy, you are authorized to pay directly (the service housekeeper said that more than 5,000 yuan needs to be paid directly).
Finally, hand in the key and you can go.
Before registering the mileage, the receptionist will cover the steering wheel and driver's seat with protective film.
The service housekeeper is conducting the second inspection.
If your repair or maintenance time is short, or you just come to the store for a test drive, this service center in Tucki actually has very good "soft clothes" to provide rest services, which is more like the experience store of technology products such as Apple and is more grounded.
3. Progress in remote communication
As mentioned above, the main purpose of my coming into the factory this time is
(1) Replace the capsule glass (I bought glass insurance at a premium of 20 1.42 yuan).
(2) Side door metal plate repair, painting and replacement of external decorative plate and wheel cover.
(3) Daily maintenance, replacement of air conditioning filter.
The scratches on the door have been half a year, and I haven't had time to repair them.
If we want to say that Tucki, as a new force in building cars, has any difference in service, let's talk about two subjective feelings: First, it may be that the service is better and the communication is more direct and transparent; The second one should be in the APP, where you can see the progress of each maintenance in real time, and the service housekeeper will also feedback the problem points on WeChat in time.
Protect the privacy of the beautiful housekeeper, code it.
4. Discover new problems
In the gap between the sheet metal room and the painting room, the maintenance is carried out simultaneously. Different from the previous successful maintenance, the service housekeeper told me that "new problems" were discovered this time.
According to the description of the service housekeeper, this is the case that "the fast charging harness has melted and burnt". I also asked some friends on Weibo, and the "small fish lithium battery" I made before replied that I shouldn't.
Brother Xiaoyu's statement is the same as the master's explanation when I picked up the car in the shop. Either there is rain on the muzzle when the car is charging (I think the probability is very small), or there is electricity on the muzzle when the gun is plugged in and out. At the same time, the master of Tucki store thinks that this situation "does not affect the charging safety". Because it costs more than 2,000 yuan to replace the harness assembly of the muzzle, the president decided not to replace it when professionals think that it will not affect the safety, and will regularly observe whether there is any new change in this "overcharge black spot".
Here, I would also like to remind the owners of electric vehicles: whether it is slow charging or fast charging, we'd better draw our guns after a few tens of seconds of power failure. Because sometimes even if you stop charging in the car, the first thing the car does is "unlock with a bang", and the charging gun may still have current, which may happen.
Step 5 pick up the car
The process of picking up the car is relatively simple. Check the maintenance point, confirm the fee and pay it, then you can pick up the car and leave. My expenses this time are as follows:
Last year, Tucki provided an alternative welfare scheme for old car owners, and the president chose 65438+ 10,000 points worth 65438+ 10,000 yuan for daily consumption such as charging, maintenance and boutique purchase. At present, there are only about 40 thousand left
However, it should be noted that due to the direct insurance payment method, if the claim amount is not in place, the owner needs to pay the advance payment by credit card. When the store receives the claim, the advance payment will be returned by the original way.
When the whole process was completed, it was close to 12: 30. The president recorded a short video to share his feelings at that time.
Third, summary.
Can different ideas and methods help Tucki "ride the wind and waves"
I still remember that in 20 18, Xpeng tried to explore direct service centers in several key cities across the country, and began to attract foreign investment to join last year.
According to Tucki's official statement, this is to set service standards first, and then expand contacts. For the new forces making cars, this method is actually feasible.
First, direct marketing helps Xiao Peng explore on its own entrepreneurial road, solve problems faster, consolidate service level and enhance the reputation of car owners; Secondly, whoever can survive these two difficult years will be the winner. It will be a "win-win" behavior for car owners and franchisees in Tucki and Tucki if they can expand consumer contact and reduce their own cost risks while ensuring service.
Last night, CCTV Financial Channel reported the recent situation of "new forces to build cars". Lindsay stopped working and burned 8.4 billion yuan in unpaid wages. This is a bloody failure reality. For He Wei, they have entered a virtuous circle. But the next road is still as thrilling and difficult as breaking into a minefield.
Back to the punching experience, from the maintenance point of view, electric vehicles do have many economic advantages. Even if the maintenance cost of Toyota's fuel car is so low, a small warranty will go to 500 yuan or so, while a big warranty may cost nearly 1,000 yuan. Besides the price, as an ordinary car owner, I can check the service level of maintenance several times. I can give these labels: # Simple #, # Convenient # and # Comfortable #.
If I want to make some suggestions, I think it will make consumers "more at ease" if the cost of materials and working hours can be clearly publicized.
Xpeng automobile Zhaoqing production base workshop
It's the last day of the first half of 2020, and it's no news that the new car-making forces have fallen. On the contrary, more and more consumers are willing to applaud any enterprise if it has a new practical breakthrough or can compete with the sales of fuel vehicles.
Tucki, Wei Lai and Ideality, as the elder brother and younger brother of "the new force of making cars", can they "ride the wind and waves" and continue to cheer for their "performance"? We walked and watched.
This article comes from car home, the author of the car manufacturer, and does not represent car home's position.