China’s State Administration for Market Regulation and the China Consumers Association urged Tesla Inc. this week to ensure product quality and improve customer services.
The statements came after a woman from North China’s Henan province climbed on top of a Tesla exhibited at the Shanghai auto show Monday to protest the company’s handling of a complaint about brake failure on her Model 3.
The woman was detained by Shanghai police for disrupting public order. The alleged brake failure in her Model 3 occurred in February.
The regulator and consumer rights group said they are paying a high level of attention to the incident.
The State Administration for Market Regulation urged Tesla to “effectively fulfill the main responsibility of quality and safety, and provide consumers with high-quality safe products and services.”
“In the face of consumer complaints, companies must listen carefully, negotiate sincerely, and give consumers reasonable explanations and effective solutions,” the China Consumers Association said.
After the incident on Monday, Tesla’s China unit said the woman had repeatedly protested against Tesla’s brakes. While seeking solutions, it will “never compromise on unreasonable demands,” the unit said.
When China’s state-run news agency Xinhua and social media voiced dissatisfaction with Tesla’s response, the company issued an apology Tuesday and pledged to self-inspect its services and operations.
It will supply relevant raw data collected from the vehicle owned by the protester as part of the probe, Tesla’s China unit said Wednesday via social media.