Guan Cha Zhe Wang·2025-12-05 02:52Core Viewpoint - The recent collaboration between JD.com, GAC Aion, and CATL to launch the Aion UT Super electric vehicle has faced challenges, including order cancellations and customer complaints, prompting the companies to implement measures to address these issues [1][3][23]. Group 1: Company Responses and Measures - A face-to-face meeting was held to address user concerns, resulting in four initiatives: a service package worth 2,600 yuan, expanded invoice issuance to more cities, and a more flexible refund and cancellation policy [1][3]. - The companies acknowledged the need for better communication and compensation to mitigate the online purchasing crisis [3][23]. Group 2: Customer Complaints and Issues - Customers reported discrepancies between promotional materials and actual vehicle features, such as the absence of a sunroof that was advertised [7][23]. - There were complaints regarding the limited issuance of invoices, which restricted customers in other regions from receiving local purchase subsidies [7][23]. Group 3: Market Context and Historical Background - The collaboration marks a significant attempt to integrate e-commerce with the automotive industry, reminiscent of early attempts at online car sales in China [10][11]. - The electric vehicle market is evolving, with companies like Xiaomi and Huawei also exploring direct sales models, indicating a shift in consumer purchasing behavior [14][15]. Group 4: Strategic Implications for Companies - GAC Aion's sales have been declining, with a projected annual sales drop of 21.19% from 2023 to 2024, highlighting the need for effective marketing channels [18][20]. - CATL aims to leverage this partnership to connect its technology directly with consumers, as the success of the Aion UT Super will influence future collaborations [22][29]. Group 5: Operational Challenges and Future Outlook - The collaboration has revealed operational issues, such as the need for better product detail management and customer service training [23][31]. - The companies are working on establishing a supervision mechanism to improve service quality and user experience, but the effectiveness of these measures remains to be seen [31][32].