女子称花30余万买到升级前的特斯拉“老款”拒提车车企：员工协助下单未执行标准确认流程

红星新闻2025-12-28

买新车本是一件高兴事，四川乐山的宋女士却很郁闷——一个月前，她在乐山特斯拉中心下单了一辆Model Y长续航全轮驱动版，约定在海口提车。12月8日，宋女士前往提车时才发现，该车系2025年6月出厂，而同年7月该款车已进行升级，电池续航增加，售价不变。“下单前销售人员没讲过，信息都是销售人员录入并生成订购协议，也没让我签字确认。花同样的钱，我怎么可能去买升级前的车？”▲特斯拉乐山城市展厅为此，宋女士...

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Car company: Employees assisted in placing orders but did not implement the standard confirmation process","themeId":null,"isJumpTheme":false,"ttsUrl":null,"symbols_score_info":{"TSYW.SI":0.6,"TSLA":1.96},"content_text":"买新车本是一件高兴事，四川乐山的宋女士却很郁闷——一个月前，她在乐山特斯拉中心下单了一辆Model Y长续航全轮驱动版，约定在海口提车。12月8日，宋女士前往提车时才发现，该车系2025年6月出厂，而同年7月该款车已进行升级，电池续航增加，售价不变。“下单前销售人员没讲过，信息都是销售人员录入并生成订购协议，也没让我签字确认。花同样的钱，我怎么可能去买升级前的车？”▲特斯拉乐山城市展厅为此，宋女士拒绝提车，她认为这是特斯拉销售人员造成的失误，并非自己的过错，要求特斯拉退还1000元定金，并赔偿自己往返海口提车的交通和住宿等实际损失5000元。对此，特斯拉方面向红星新闻回应，根据合同，所交付车辆符合订单约定。当事员工在协助客户紧急下单时，未严格执行标准确认流程。公司已对该员工做出严肃处理，并将在内部强化合规培训，杜绝此类疏忽。目前正积极与客户保持沟通，致力于达成双方满意的解决方案。买车遭遇：订了特斯拉飞到海口提车提车发现是改款前的老款，拒绝接收11月21日，宋女士在乐山特斯拉中心下单了一辆Model Y长续航后轮驱动版，预计提车时间在12月底。回家后，她想早点提车，觉得如果有Model Y长续航全轮驱动版也可以买，便让销售人员张女士帮忙留意一下。没几天，张女士通知她，系统里有一台Model Y长续航全轮驱动版的车。但宋女士还没来得及重新交定金，车就被别人抢走了。据宋女士介绍，11月25日，她路过特斯拉乐山城市展厅便又进去转转，张女士查看系统后，告诉她又有一辆Model Y长续航全轮驱动版的现车，随时可以提车，但要到海口去提，想要的话赶紧交1000元定金。▲特斯拉门店内的Model Y（资料图） 图据视觉中国“想到能早点提车，全轮驱动版也贵不了多少，当天我便交了1000元定金。”在前往海口提车前，宋女士付清了30余万元尾款。12月8日，宋女士飞到海口龙华特斯拉中心提车。“验车时，我才发现这辆车竟然是2025年6月出厂的，当时就问这到底是不是新车？”宋女士称，当时工作人员告知她，她订的这款车是改款前的“老款”长续航，升级后的“新款”长续航电池配方变了，续航不一样。她还称，自己进一步了解得知，早在今年7月，Model Y长续航全轮驱动版车型就升级了，续航里程增加至750公里，售价不变，而自己是11月底订的车，花同样的钱却要卖给她“老款”电池的车。为此，她拒绝提车。当天经过协商，特斯拉方面将尾款退还宋女士，但1000元定金未退。顾客讲述：订车信息系销售人员录入并非自己过错，要求退还定金赔偿损失“在此之前，销售人员从未向我讲过这款车7月份电池升级前后版本的区别。”宋女士向红星新闻记者表示，她是11月底订的车，在没有特别要求的情况下，按常理都是买当下新款，怎么可能花同样的钱去买之前同款续航更低的车呢？宋女士回忆，11月25日她交1000元定金后，便和朋友去吃饭了。由于此前她已将购车人相关信息给了销售人员张女士，后续的订车信息全部由张女士录入，生成的订购协议则发送到了她预留的邮箱里。“12月8日那天，我在海口给销售人员打语音电话询问，她自己都不知道订的是‘老款’。”宋女士介绍，事后她查看邮箱里的订购协议，发现上面写的是“Model Y长续航全轮驱动版2025-02”，协议上没有她的签字，发到邮箱后也未请她确认。▲订购协议宋女士表示，她以前买过多辆车，一般都会有纸质购车协议，需要消费者签字确认，但这次买特斯拉却是销售人员录入信息，生成电子版协议，后续也没有让消费者确认的环节。“即使我看了协议，销售人员没讲过，作为普通消费者又怎么知道2025-02是什么意思？又怎么会想到11月底下单买的却是7月份升级之前的老款车呢？”红星新闻记者查阅公开信息显示，2025年2月，特斯拉官方发布焕新Model Y，称其为“续航最长的Model Y”，续航最高达719公里。7月1日，特斯拉官方发布Model Y长续航全轮驱动版车型续航再提升，达到750公里。“我没想到在新款升级几个月后买车，差点提了‘老款’电池的车。”宋女士认为，这是特斯拉销售人员造成的失误，并非自己的过错，要求乐山特斯拉中心退还1000元定金，并赔偿往返海口提车的交通和住宿实际损失5000元。特斯拉回应：交付车辆符合订单约定员工未严格执行确认流程 正积极与客户沟通12月23日，宋女士再次来到特斯拉乐山城市展厅进行交涉。店长封先生表示，宋女士下单的车型是“Model Y长续航全轮驱动版2025-02”，也就是电池升级前续航719公里的版本。至于销售人员当时如何与宋女士确认车型及下单的细节，他并不清楚。宋女士表示，在要求店长封先生出示相关确认依据的过程中，她在其手机聊天页面中看到，店长称“这个客户拒绝提海口的车了，我们还在沟通中”，一位名为“风险控制罗某”的人士则指导对方“咬死我们实际没有误导”。随后，宋女士拍摄该聊天内容并将其提供给记者。12月26日，红星新闻记者联系到特斯拉销售人员张女士，询问当时是否为宋女士讲解过该款车型电池升级前后区别、是否有所误导以及具体下单情况，其表示不方便透露。26日晚，特斯拉方面向红星新闻记者回应，经核实，该客户为缩短提车等待时间，自愿决定放弃首笔期货订单，转为购买已出厂现车，双方在线下对提现车已达成明确共识。合同中出现的“2025-02”字样，系用于区分生产日期的批次代码，交付车辆符合订单约定。“我们注意到，当事员工在协助客户紧急下单时，未严格执行标准确认流程。”上述回应介绍，目前特斯拉下单分为两种形式，第一种由消费者自行在官网下单，第二种由销售协助下单，但需消费者提供本人及所购车辆相关信息，共同完成信息录入。两种形式的下单，特斯拉在收到消费者的第一笔款项后，会生成载明客户选购的车辆信息的电子合同《汽车订购协议》。该协议会立即发送至客户提供的电子邮箱，并存入客户的My Tesla账户。此电子合同是符合网签合同相关法规要求的，且真实有效的。上述回应表示，公司已对该员工做出严肃处理，并将在内部强化合规培训，杜绝此类疏忽。目前正积极与客户保持沟通，致力于达成双方满意的解决方案。此外，红星新闻记者就上述聊天截图内容向特斯拉方面求证，对方未予回应。红星新闻记者 顾爱刚 摄影报道编辑 郭宇审核 何先菊","kind":"news","is_publish_news":true,"is_publish_highlight":false,"is_publish_live":false,"is_publish_wemedia":null,"editions":null,"column":"","sentiment":"-1","news_tag":"","news_rank":0,"symbols":[],"gpt_button":0,"need_auth":false,"code":"91000000","status":"200"},"commentList":[],"isCommentEnd":true,"newsSizeData":{"likeSize":0,"commentSize":0,"repostSize":0,"favoriteSize":0,"likeStatus":false,"favoriteStatus":false},"APP":{"userAgent":"Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)","isDev":false,"isTTM":false,"tenantId":"TBCN","deviceId":"web-server-community-laohu8-v3","version":"4.36.2","shortVersion":"4.36.2","platform":"web","vendor":"web","appName":"laohu8","isIOS":false,"isAndroid":false,"isTiger":false,"isTHS":false,"isWeiXin":false,"isWeiXinMini":false,"isWeiBo":false,"isQQ":false,"isBaiduSwan":false,"isBaiduBox":false,"isDingTalk":false,"isToutiao":false,"isOnePlus":false,"isHuaWei":false,"isXiaomi":false,"isXiaomiWebView":false,"isOppo":false,"isVivo":false,"isSamsung":false,"isMobile":false},"href":"/m/news/2594229229","isCrawlerRequest":true}

女子称花30余万买到升级前的特斯拉“老款”拒提车 车企：员工协助下单未执行标准确认流程

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女子称花30余万买到升级前的特斯拉“老款”拒提车车企：员工协助下单未执行标准确认流程