2024.0329

Number of words in this article:1322, reading time is approximately 2.5 minutes

introduction： 针对投诉，小米方面回应称：定金7日内支持无理由退款，超过7日后，车辆配置会自动锁定，消费者也可以提前主动锁定配置的。

** Author| ** First Finance Huang Lin

Less than 24 hours after its launch, Xiaomi SU7 is facing hundreds of consumer complaints about rights protection. On the evening of March 29, the topic of #rights protection platform now complained about Xiaomi Automobile's cancellation #also hit the top of the hot search.

On the morning of March 29, a number of Xiaomi Automobile booking users stated on social platforms that the previously paid deposit of 5000 yuan could not be refunded, which was inconsistent with Xiaomi Automobile's announcement that the deposit would be refunded without reason within 7 days.

As of press time, the number of complaints on the Black Cat Complaint Platform about Xiaomi Automobile's inability to cancel subscriptions has reached 150, and the number of people in some Xiaomi SU7 rights protection groups has exceeded 150.

"Xiaomi Automobile's press conference said that there was no reason to refund the money within 7 days. For Xiao Bai, who had never bought a car, I directly participated in the rush purchase. Later, I didn't want it anymore, but found that the order couldn't be refunded." One consumer said.

In response to the complaint, Xiaomi responded that:Unreasonable refunds can be supported within 7 days of the deposit. After 7 days, the vehicle configuration will be automatically locked, and consumers can also proactively lock the configuration in advance. Once the order is locked, the vehicle will enter the production stage, the configuration cannot be modified, and the deposit will not be refunded. In addition, the current configuration of the founding version of the car has been locked, and consumers will lock the order after paying a deposit of 20,000 yuan.

However, many car owners said that the Xiaomi Car App did not specifically remind you that you cannot unsubscribe if you lock the configuration. The process design and promotional words were suspected of causing misunderstandings among consumers. After the car owner reported that you could not unsubscribe, Xiaomi reset the button interface. A pop-up window to remind you to confirm the lock order was set up.

According to the ordering operation process provided by the owner and the introduction of Xiaomi Automobile sales, after entering the Xiaomi Automobile ordering interface, the owner needs to choose the configuration by himself. Then, he needs to fill in the ID number, mobile phone number and other information, and complete the payment. The ordering is successful. After paying the deposit, the Xiaomi Car APP provides a "lock configuration" option, and subscribing users can lock the configuration independently.

This is not completely consistent with the previous online purchase process of some new energy vehicle companies.

Most new energy vehicle companies basically offer two options: "big fixing" and "small fixing". The small fixing deposit can basically be refunded unconditionally; while the big fixing deposit is a non-refundable deposit.

Previously, when car companies such as Weilai, Wenjie, and Ideal pre-sold new products, the deposits were mainly unconditional refundable "small bookings". A NIO car owner told reporters that NIO would clearly indicate that the reservation deposit could be refunded when selling new cars, and after paying the "small reservation", NIO would remind users to change the deposit to non-refundable "within a certain period of time. For the" big reservation ", the NIO sales meeting will determine the specific product configuration with the user, and the salesperson will complete the final locking action.

Most sales personnel from car companies said that the sales staff needed to assist in the operation or confirmation of locking orders or "transferring orders", and clearly informed users that the deposit cannot be refundable after locking the order.

However, Xiaomi redefined "Da Ding" on SU7, gave a policy of refundable deposits within 7 days, and Xiaomi delegated the right to lock orders to users. This has also led some users to directly lock orders when operating quickly, resulting in a situation where the deposit is non-refundable.

Many would-be car owners who participated in rights protection told reporters that they wanted to refund the deposit, but were unable to contact Xiaomi Automobile's customer service or sales. One consumer said that he could never get through to Xiaomi Automobile's sales consultant, but he could get in on a friend's phone.

In response to the above incident, He Yanying, a partner of Guangdong Hongli Law Firm, said that the law stipulates that the deposit may not be refunded, but the deposit may be refunded. The word "deposit" is used in the Xiaomi Automobile Purchase Agreement, not a deposit. However, in view of Xiaomi Automobile's promise to refund the deposit of 5000 yuan within 168 hours, Xiaomi Automobile should refund the deposit of 5000 yuan if the consumer has relevant evidence and does not lock the order.

In addition, regarding the "mistakenly touching" lock orders mentioned by some consumers, He Yanying believes that "mistakenly touching" is difficult to define. Unless consumers have clear evidence to prove that they mistakenly touched them, it is difficult to defend their rights.

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