The American manufacturer of electric cars Tesla Inc apologized to Chinese customers for how the company responded to complaints, and promised to create a center to improve the quality of service, according to The Wall Street Journal.
The move came after one of the visitors to the Shanghai Motor Show on Monday staged a demonstration that provoked criticism of Tesla on the Internet. The woman said that faulty brakes in the Tesla Model 3 led to an accident with her parents and now they need treatment. Tesla, in turn, noted that the woman’s father was speeding at the time of the accident.
The client demanded full compensation. Tesla Vice President Grace Tao told local media on Monday that the company had tried to settle the claims but could not “comply with unreasonable demands.” She also called the woman a “professional” protester who could act in the interests of those who want to create problems for Tesla.
In response, China’s Xinhua news agency expressed surprise at Tesla’s response to the customer’s complaint.
“We apologize for failing to resolve the issue with the car owner in a timely manner,” the company said in a post on China’s Weibo platform on Tuesday. “We will try to learn from this case.”
Hours earlier, a political and legal commission of the Central Committee of the Communist Party of China had accused Tesla of arrogance and the threat it posed to Chinese customers by selling defective cars. The commission said Tesla should address the causes of Chinese customer dissatisfaction and stop “pretending it doesn’t know about the hidden dangers of which it is well aware.”
Tesla has promised to create a division that will improve the quality of customer service. The company noted that it obeys the decisions of government agencies, respects customers and actively cooperates with the authorities in all investigations.
“We will continue to listen to customers, improve their experience and serve each customer well,” said Tesla.
In March, Tesla sold about 35.5 thousand locally made Model 3 and Model Y electric cars in China, according to the China Passenger Car Association (CPCA). This is the company’s highest figure in the Chinese market.
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