Recent reports about XPENG P7+ steering system after-sales service being "discriminatory" - with some customers receiving complete system replacements while others only getting glue sealing treatment - have drawn widespread attention. Follow-up investigations reveal that while XPENG's after-sales service has agreed to replace steering systems for first-batch owners who actively requested it, parts shortages have left many customers still waiting for replacements. Online marketplaces have even begun selling XPENG P7+ steering systems independently.

While these initial customer issues remain unresolved, more owners continue to encounter dangerous steering system failures. Despite numerous customer demands for recalls and replacements, XPENG has yet to issue an official response, raising questions about the company's approach to recall responsibilities. As new energy vehicle ownership rapidly expands, after-sales issues are increasingly surfacing, with some automakers' passive attitudes toward recalls becoming a pain point for industry development.

Industry experts point out that the core purpose of establishing recall systems is to drive automakers to improve product quality. Companies should view recalls as opportunities for improvement rather than "hot potatoes."

**Safety Hazards Remain Unaddressed**

Current investigations show that first-batch owners (who took delivery in November 2024) who actively requested steering system replacements have generally received positive responses, though replacement progress has been slow. Hubei owner Wang Fan reports that his vehicle was produced in October 2024, and while XPENG initially refused replacement, they now agree to it. However, "since applying in June, I'm still being told parts are out of stock."

Due to parts shortages, online marketplaces now feature stores selling XPENG P7+ steering systems. One store owner explains that their new-version XPENG P7+ steering systems are June arrivals, featuring improved interfaces with added protective rubber sleeves and motor enhancements. "Over twenty people consulted me recently about this model's steering issues," the seller noted, declining to comment on the waterproofing effectiveness of glue-only treatments.

Notably, despite continuous customer requests for steering system replacements, XPENG still refuses replacements for 2025 delivery customers. Wuhan owner Li Yang reports taking delivery in February this year, with his steering system bearing October 2024 production dates, but XPENG after-sales refused replacement, claiming 2025 delivery vehicles had already received glue treatments and other modifications.

Multiple customers report that XPENG performed glue treatments on their vehicle steering systems without notification. A Beijing XPENG dealership after-sales representative admitted to "performing maintenance on steering systems without informing customers."

Legal expert Liu Dongyang from Beijing Jinshi Law Firm notes that performing glue treatments without customer notification involves concealing vehicle defects, seriously violating consumers' right to know and suggesting recall avoidance.

While these customer issues remain unresolved, more owners continue experiencing dangerous steering failures. Momo, who took delivery in December 2024, describes: "On August 21st, while driving normally on the highway with a child in the car, suddenly the steering wheel wouldn't turn, and the screen immediately displayed steering system failure alerts." Momo had received no official notification about steering system risks, and after-sales only replaced the steering system following this dangerous incident.

**Companies Need Clear Responses**

Since early this year, XPENG P7+ steering assist failures have appeared intermittently. National Market Supervision Administration information shows common defect scenarios in automotive recalls include: sudden engine power loss while driving, brake failure, steering assist failure, critical component breaks, detachment or separation causing vehicle loss of control. Clearly, XPENG P7+ issues fall within these categories.

However, based on owner group feedback, XPENG has not issued unified explanations or recall notices regarding P7+ steering system risks. Currently, some XPENG P7+ owners still hope for unified vehicle recalls.

Reports indicate that on August 16th, four owners from Shenzhen and Guangzhou visited XPENG's Guangzhou headquarters demanding explanations for steering assist failures and vehicle recalls. When owners questioned recall delays, a customer manager stated: "The recall process doesn't clearly specify three months or two months - the recall center can't immediately order company recalls whenever problems appear."

An automotive industry insider explains that automotive recall processes involve multiple departments and stages. Companies must assess defect issues, develop recall plans, file with regulatory authorities, then notify owners - a time-consuming process. "If users discover and report problems first, processing cycles extend further," though companies should promptly update customers throughout the process.

Liu Dongyang notes that according to Article 14 of the Defective Automotive Product Recall Management Regulation Implementation Measures, manufacturers learning of potential product defects should immediately organize investigations and report results to quality inspection authorities. While relevant laws don't specify "2-month or 3-month" fixed deadlines, they emphasize "immediate response" principles. XPENG's customer manager citing unclear process timelines violates the core "immediate recall upon defect discovery" requirement.

Liu Dongyang states: "While numerous complaints don't automatically indicate problems, based on complaint content, automakers should provide clear responses promptly."

**Cannot Prioritize New Models Over After-Sales**

In new energy vehicle markets, companies continuously launch new models with ongoing updates in intelligence and range capabilities. XPENG's latest financial reports show the company released three revised and upgraded models in Q2 alone, including the XPENG P7+ Extended Range Max version.

Industry insiders call for automakers to ensure after-sales services keep pace while pursuing innovation and market share.

Economist and Ministry of Industry and Information Technology Information Communication Economics Expert Committee member Pan Helin identifies two major challenges in current new energy vehicle recalls: high costs and technical complexity. Improving recalls requires implementing after-sales service systems. Traditional fuel vehicles have extensive 4S dealership networks serving as recall workhorses, "but many new energy vehicle companies rely primarily on online sales, lacking offline service capacity for vehicle recalls. Most importantly, companies must prioritize recalls."

Luke Lin, founder and CEO of Loock Island Technology, believes companies should establish "user operations + quality monitoring" dual channels, allowing community feedback to directly trigger defect assessments and converting recall budgets from "black swan" events to regular provisions, preventing finance departments from downgrading defect levels to protect margins. "The core is viewing recalls as brand assets rather than negative publicity. Proactive recalls deposit into 'trust banks,' while passive recalls overdraw them."

Regarding recall phenomena, Pan Helin emphasizes strengthening automaker quality responsibilities. For example, with XPENG P7+ steering issues, regardless of eventual recall decisions, using glue treatments instead of replacements already demonstrates consumer interest neglect. After multiple incident escalations, continued company indifference will become a major development flaw.

Recall systems actually help automakers improve product quality. Mature vehicles require repeated consumer communication to achieve refinement and improvement. "Chinese new energy vehicle manufacturers haven't been building cars long, offering rich features but requiring greater stability improvements. Companies should treat recalls as development opportunities rather than avoiding responsibilities," Pan Helin stated directly.

Observations show new energy vehicle companies are continuously improving after-sales services. In January, Xiaomi Auto proactively filed recall plans with national market supervision authorities, recalling 30,931 SU7 standard version electric vehicles due to intelligent parking assist function risks. In early 2023, NIO announced recalls of 997 NIO ET5 electric vehicles.