Chery Jaguar Land Rover Automotive Co., Ltd. (hereinafter referred to as "Chery Jaguar Land Rover" or "our company") will provide after-sales service support for the new energy vehicles manufactured by our company in accordance with the relevant regulations on the demonstration operation management of new energy vehicles and the product characteristics of new energy plug-in hybrid vehicles, pure electric multi-purpose passenger vehicles, and plug-in range-extended hybrid multi-purpose passenger vehicles. The specific details are as follows:
1. The design and development of all our products, the procurement of outsourced components, and each process of manufacturing are strictly controlled in accordance with the standards of IATF 16949:2016. Meanwhile, we have a complete and rapid quality information feedback and processing mechanism, as well as a systematic and continuous quality improvement mechanism, to ensure that each process is under quality control and that all products pass 100% inspection before leaving the factory.
2. To ensure that our new energy vehicle customers can promptly enjoy daily vehicle maintenance and repair services, we commit to establishing a corresponding network of new energy vehicle sales and service providers in the new energy vehicle sales regions to provide relevant after-sales repair services for new energy vehicle customers, offering them more convenient after-sales services.
3. New energy vehicle sales and service providers contracted with our company must be equipped with 1-2 technical directors and at least 2 maintenance technicians. All personnel must pass the assessment of the after-sales personnel training system established by our company and receive training in vehicle disassembly and assembly, vehicle working principles, circuit diagrams, and fault diagnosis according to their job requirements.
4. For different design service lives of components, sales and service providers are required to stock vulnerable and consumable components. Our company will conduct irregular spot checks on the inventory of sales and service providers to ensure that the inventory rate of vulnerable and consumable components reaches 95% or above. For components with urgent market demand, we will utilize our existing resources of one central warehouse and five regional warehouses to guarantee transportation timeliness as follows: normal transportation timeliness within 500 kilometers is within 3 days, and urgent transportation timeliness is within 1 day; within 501-1000 kilometers, normal transportation timeliness is within 4 days, and urgent transportation timeliness is within 2 days; within 1001-2000 kilometers, normal transportation timeliness is within 6 days, and urgent transportation timeliness is within 3 days; within 2001-3000 kilometers, normal transportation timeliness is within 8 days, and urgent transportation timeliness is within 4 days; for more than 3000 kilometers, normal transportation timeliness is within 10 days, and urgent transportation timeliness is within 5 days, ensuring the timeliness of customer vehicle repairs.
5. Each sales and service provider is required to be equipped with a special vehicle diagnostic instrument to quickly diagnose vehicle faults through the diagnostic instrument and identify and solve problems for customers in the first place. All contracted sales and service providers are required to be equipped with a service vehicle that is on standby 24 hours a day to handle temporary faults that occur to customer vehicles on the road.
6. Our company has assigned special personnel to be responsible for customer satisfaction management, focusing on the 24-hour service availability of sales and service providers, the timely closure of complaints, and the improvement of customer satisfaction.
7. To ensure the safe and orderly development of used power battery recycling and reuse, our company has established a cooperation with battery manufacturers in accordance with relevant national regulations to establish a power battery recycling and reuse management system. We will strictly recycle used power batteries in accordance with relevant national regulations and return them to the battery manufacturers.
8. Our company has established a good quality information and feedback management system, regularly collecting and analyzing vehicle quality information data, continuously improving product quality, and regularly reporting data to accept the supervision of relevant departments.
9. Under the premise that users use the vehicle in accordance with the vehicle instruction manual, if component damage is caused by quality problems within the product warranty period, and it is identified by our company that the liability indeed belongs to the manufacturer, free warranty service will be provided. The specific commitments are as follows:
9.1 For Chery Jaguar Land Rover new energy vehicles, the warranty period for household cars/commercial vehicles is 4 years or 120,000 kilometers (whichever comes first), and the warranty period for operating vehicles is 1 year or 100,000 kilometers (whichever comes first). Within the warranty period, if product quality problems occur, consumers can receive free repairs with the three guarantees certificate.
9.2 For Chery Jaguar Land Rover new energy vehicles, the three guarantees validity period for household cars is 2 years or 50,000 kilometers (whichever comes first); within the three guarantees validity period, if household car products meet the conditions for replacement or return, consumers can handle replacement or return procedures.
9.3 For Chery Jaguar Land Rover new energy hybrid multi-purpose passenger vehicles, the power battery assembly, motor controller (MCU), drive motor assembly, on-board charging assembly (CDU), internal wiring harness charging port, external wiring harness charging port, MCU power cable assembly, junction box power cable assembly, and vehicle controller assembly belong to core components. The warranty period for the above core components is 8 years or 160,000 kilometers (whichever comes first).
9.4 For Chery Jaguar Land Rover new energy hybrid multi-purpose passenger vehicles:
Special components: front and rear shock absorbers, various oil seals, horns, drive shaft protective sleeves, throttle bodies, shock springs, tension pulleys, tensioners, various belts, control arm ball joints, tie rod ball joints, hub bearings, shock absorber bushings, dust covers, bushings, three-way catalytic converters, oxygen sensors, fuel injectors, ignition coils, oil pumps, high-voltage lines, electric oil pumps, cylinder gaskets, blowers, water pumps, vehicle glass (including lenses), air conditioning compressors, dual liquid crystal displays, domain controller modules, mufflers, window regulators, brake calipers, condenser fans, brake discs, radar probes. The warranty period for the above special components (household cars/commercial vehicles) is 3 years or 60,000 kilometers (whichever comes first).
Front and rear shock absorbers, drive shaft protective sleeves, throttle bodies, shock springs, tension pulleys, tensioners, belts, control arm ball joints, tie rod ball joints, hub bearings. The warranty period for the above special components for operating vehicles is 6 months or 50,000 kilometers (whichever comes first).
Horns, shock absorber bushings, dust covers, bushings, three-way catalytic converters, oxygen sensors, fuel injectors, ignition coils. The warranty period for the above special components for operating vehicles is 4 months or 30,000 kilometers (whichever comes first).
9.5 For Chery Jaguar Land Rover new energy hybrid multi-purpose passenger vehicles, wear-and-tear components include air filter elements, oil filters, air conditioning filters, spark plugs, brake friction plates, tires, 12V batteries, remote control batteries, wiper blades, fuses, and ordinary relays (excluding integrated control units). The warranty period for the above wear-and-tear components is 3 months or 5,000 kilometers (whichever comes first). If quality problems occur with the above-listed wear-and-tear components within their warranty period, consumers can choose free replacement.
9.6 For pure electric multi-purpose passenger vehicles:
Three-electric core components: power battery assembly, drive motor assembly, motor controller assembly, with a warranty period of 8 years or 160,000 kilometers (whichever comes first).
Wear-and-tear components: remote control batteries, wiper blades, tires, brake linings, air conditioning filters, low-voltage batteries, fuses, and ordinary relays (excluding integrated control units), with a warranty period of 6 months or 10,000 kilometers.
9.7 Vehicles produced by Chery Jaguar Land Rover can enjoy the warranty within the scope of our company's commitment after being sold by sales and service providers. For quality failures that occur during normal use and maintenance of the vehicle (except for vehicles with special instructions) and fall within the warranty scope, customers do not need to bear the vehicle repair costs. Household cars purchased and used by consumers for daily consumption needs enjoy the services of warranty, replacement, and return. Vehicles other than household cars, such as commercial, operating, and commercial vehicles purchased and used not for daily consumption needs, only enjoy the warranty service within the quality guarantee period and do not enjoy the replacement and return services.
10. Our company has set up a 4008200187 service hotline to receive customer feedback information 24 hours a day, quickly handle problems encountered by customer vehicles, and promptly carry out vehicle rescue. The specific handling measures for the following special problems are as follows:
10.1 Handling of vehicle inoperability: Customers can call the 24-hour service hotline of the sales and service provider or our company's 400 hotline for help.
10.2 Handling of faults detected by the remote monitoring system: In case of major safety faults, immediately notify the customer by phone to "park the vehicle as far away from traffic as possible, turn off the power system, stay away from the vehicle, pay attention to personal safety, and call the rescue hotline."
11. In accordance with national regulatory requirements and our company's quality management regulations, we will continue to collect product quality information. For products that need to be recalled according to law, we will formulate a recall plan according to law and implement product recalls to protect the legitimate rights and interests of customers.
Chery Jaguar Land Rover Automotive Co., Ltd.
