New energy vehicle complaints need more than three major issues to be resolved!
1. Battery Degradation
Mr. Sang from Weifang, Shandong, purchased an E200 electric vehicle from Zotye Automobile in August 2016. According to his account, after using the car for about 10 months and driving approximately 19,000 kilometers, the battery began to malfunction, making the vehicle unusable. When he took it to the 4S dealership for inspection, they confirmed it was a battery issue.
However, the 4S shop could not disassemble the battery, so they couldn’t determine the exact problem. Mr. Sang reported that the sales team at Zhongtai Auto stated the battery pack was defective and therefore not covered under warranty. They also mentioned that due to potential safety hazards, the battery would not be repaired. After the sale, the company only informed him via phone that there was no warranty or maintenance, and refused to provide a written notice.
Given this situation, Mr. Sang found it difficult to accept the conclusion that the issue was due to human error without any testing. He requested the company to conduct a battery test, but the after-sales service asked him to remove the battery pack himself and send it to Hangzhou at his own expense.
Mr. Sang explained that this model is a three-door transport vehicle with low ground clearance, and the battery is located beneath the chassis, making it prone to damage during normal driving. Because of this, the manufacturer refuses to offer a warranty or repair. Additionally, replacing a battery pack costs around 60,000 yuan, which exceeds the original purchase price (after subsidies), leaving him in a tough position.
Comment: Mr. Sang’s case highlights one of the major concerns with electric vehicles—battery safety and high replacement costs. Once damaged, batteries are often hard to repair, especially when affected by external factors. Most electric cars place the battery directly under the chassis, which makes them vulnerable to road damage. In many parts of China, road conditions are poor, increasing the risk of such incidents. Before purchasing an electric vehicle, consumers should consider their driving environment and potential risks. Mr. Sang made the right decision by requesting a battery inspection from the manufacturer.
2. Motor Issues
Ms. Wang from Qingdao, Shandong, bought an EU series new energy sedan from Beijing Auto New Energy on September 29, 2017. According to her complaint, the car had problems right from the day she received it. The central control screen frequently failed to start, and later, at 4,999 kilometers, the display showed a red warning for motor overheating. She took it to the dealer for repairs, but after driving about 1,000 more kilometers, the same issue reoccurred. Since then, the car has had trouble starting.
Ms. Wang requested a vehicle return, and originally planned to exchange it for another car. However, according to the complaint website, she filed a complaint on November 18, 2017, but received no response from BAIC New Energy.
Comment: Despite these issues, Ms. Wang still shows confidence in new energy vehicles. However, the lack of response from BAIC New Energy raises concerns. On the “Auto Complaint Network,†there are 20 unresolved complaints about BAIC New Energy, some dating back to 2015. In 2017, BAIC sold over 103,000 new energy vehicles, making it the top-selling brand in China. Yet, ignoring customer complaints not only harms consumers but also undermines the industry's future growth. Companies must take responsibility and address consumer concerns seriously.
3. Sales Policy Issues
Ms. Bin and her group of 10 people ordered 10 Song DM luxury cars from BYD Auto’s 4S shop in Luohu District, Shenzhen, on November 11, 2017. Each person paid a deposit of 5,000 yuan, and a purchase agreement was signed. The contract stated that the vehicles would be delivered within 10–15 working days, but the delivery was delayed until December 25, 2017. Every time they contacted the 4S shop, they were told the manufacturer hadn’t started production and couldn’t explain why. No clear plan was provided.
Ms. Bin said the long delay significantly affected her daily life and work. The contract included a clause stating that the government would not be responsible for delays caused by policy or manufacturer reasons. As a result, the 4S shop avoided taking responsibility, and the promised pickup date was not met.
Her lawyer pointed out that this is an unfair "overlord clause." According to Article 40 of the Contract Law, if a standard form clause excludes the other party’s main rights or imposes excessive liability, it is invalid. This clause effectively exempted the 4S shop from responsibility.
According to the feedback, BYD cooperated actively to resolve the issue and ensure customers received their vehicles as soon as possible.
Comment: More consumers are now turning to new energy vehicles. However, when demand increases, companies may struggle to keep up with service quality. In this case, the BYD 4S store was unprepared for the surge in new energy vehicle orders, leading to long delays. Unreasonable clauses also contributed to dissatisfaction. Although the issue was eventually resolved, the 4S store lost 10 customers, which was not worth the cost.
Source: Times Weekly
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