Xiaomi Motors Responds to Consumer Complaints about Non-Refundable Deposits on SU7 Model
China Central Broadcasting Network, Beijing, March 30 (Reporter Guo Jiali) – Xiaomi Motors recently faced backlash from consumers after complaints emerged regarding the non-refundable nature of the 5,000 yuan car deposit for their SU7 model. The company responded to the issue on March 29, shedding light on the matter.
According to Xiaomi Motors, while the deposit is refundable within 7 days of the order, consumers also have the option to lock the configuration in advance. Once the configuration is locked, signifying the completion of the order, the vehicle enters the production stage, and modifications cannot be made. At this point, the deposit becomes non-refundable. Despite receiving 469 refund requests as of noon on March 29, Xiaomi emphasized that the deposit policy was clearly communicated throughout the purchasing process.
However, some consumers felt misled by the “Lock Configuration” prompt that appeared post-payment, believing it referred to finalizing their chosen vehicle specifications rather than confirming the order. This confusion led to several individuals unintentionally locking their orders and subsequently unable to receive refunds.
Legal experts weighed in on the issue, acknowledging that while Xiaomi Motors fulfilled its obligation to inform consumers, there were instances of misleading wording that caused confusion. Both parties were advised to negotiate rationally without infringing upon their respective rights. Chen Yinjiang, a deputy secretary-general of the Consumer Rights and Interests Protection Law Research Association of the China Law Society, stressed the importance of clear communication to avoid consumer ambiguity.
As Xiaomi Motors witnessed significant sales success with the SU7 model, reports of order transfers on second-hand platforms raised concerns about consumer rights and market integrity. While legal transfers of car orders are permissible, caution was advised to prevent potential disruptions and protect consumer interests.
Amid the ongoing developments, the company reiterated its commitment to customer satisfaction and encouraged open dialogue with affected consumers. The swift response to feedback and adherence to legal guidelines underscored Xiaomi Motors’ dedication to maintaining transparency and ethical business practices in the competitive automotive market.