Today, the topic "NIO veteran owner confronts Li Bin for 5 minutes on-site" became a trending search. On August 29, NIO Inc. held a "Face-to-Face with Users - Bin Invites You to Chat" event, where CEO Li Bin faced a 5-minute confrontation from a veteran car owner, drawing significant attention.

**Credibility Issues**

Owner: NIO's lack of transparency in pre-sales, sales, and after-sales processes Li Bin: Information concealment was not intentional

The owner, identifying as a "Generation 1.2" NIO owner, expressed frustration after recommending the second-generation vehicle to friends, only to encounter numerous problems with credibility being the primary concern. First-generation owners using 8155 chip cabins have not received effective updates over the past year, with promised map and other function updates remaining unfulfilled.

Additionally, just before NIO's price adjustment announcement, friends who purchased vehicles immediately faced price reductions. The owner criticized NIO for severe lack of transparency in pre-sales, sales, and after-sales processes, with sales staff concealing imminent price adjustment information.

Li Bin responded that frontline employees might not have precise grasp of product iteration schedules, but this was absolutely not due to intentional concealment.

He explained that the smart electric vehicle industry iterates rapidly, and to address competitive pressure and information confidentiality needs, NIO Inc. cannot reveal all product details transparently. However, this is not intentional but rather a common challenge facing the entire industry.

Li Bin promised to focus on improving communication training for frontline staff to minimize user misunderstandings to the greatest extent possible.

**Maintenance Issues**

Owner: Software updates lag behind, following a pattern of "develop one generation, lag behind one generation" Li Bin: Early models face significant hardware limitations, but NIO hasn't abandoned veteran owners

The owner expressed strong dissatisfaction with the slow software updates for first-generation vehicles, believing there was a huge gap between reality and promotional promises. After the second-generation vehicle launch, progress on first-generation assisted driving functions remained slow. The owner criticized NIO's software development rhythm as "develop one generation, lag behind one generation."

Li Bin explained that early models face significant hardware limitations, making it difficult to implement high-perception function updates, but safety function updates will continue to be pushed forward consistently. He emphasized that in resource allocation, NIO Inc. prioritizes new vehicles and models with larger user bases, but this doesn't mean abandoning veteran owners, as necessary support will still be provided.

Li Bin also mentioned that NIO's software team performs well in the industry, possessing strong self-research capabilities from operating systems to application software. He cited examples showing that while first-generation vehicles have lower update frequencies, baseline maintenance continues, with actual delivery of navigation assistance functions even exceeding initial expectations.

**Value Retention Issues**

Owner: NIO's value retention rate is too low Li Bin: Will enhance product competitiveness

The owner expressed deep concern about NIO electric vehicles' low value retention rates in the used car market. He reported that founder edition models only fetch 70,000-80,000 yuan in resale value, while new models only reach 80,000-100,000 yuan, even lower than some defunct brands. The owner hopes NIO Inc. can genuinely improve product competitiveness to protect owner interests.

Li Bin responded that the rapid iteration speed in the smart electric vehicle industry inevitably affects vehicle value retention rates. He promised that NIO will commit to enhancing product performance and user experience while fully protecting brand image and user interests.

**Contract Fulfillment Issues**

Owner: Promised function deliveries remain unfulfilled Li Bin: Will continue updating safety-related functions

The owner pointed out clear non-fulfillment in NIO's product function delivery, with previously promised assisted driving and battery swap station related functions failing to be comprehensively implemented. The owner believes NIO Inc. exhibits a pattern of "develop one generation, abandon one generation," with uneven technical resource allocation leading to damaged veteran owner rights.

Li Bin responded that NIO will continue updating safety-related functions and will re-examine which functions constitute mandatory delivery obligations. He emphasized that necessary function maintenance for veteran owners will continue as always, and despite limited resources, efforts will still be made to protect veteran owner rights.

**Communication Channel Issues**

Owner: Consumers lack feedback channels Li Bin: Always committed to maintaining smooth user feedback channels

The owner reported that while NIO's early communication channels were unobstructed, effective direct communication methods are now lacking, leaving consumers without feedback channels. The owner hopes NIO Inc. can refocus on user communication mechanisms.

Li Bin reiterated that NIO has always been committed to maintaining smooth user feedback channels. He pointed out that users can provide feedback through the vehicle system, and he personally reviews feedback weekly to drive problem resolution. Li Bin hopes users will continue to trust and utilize this communication platform to jointly promote NIO's continuous improvement and development.