I purchased a new XPENG G6 in Aarhus expecting a premium customer experience to match the brand’s positioning and the vehicle’s technology. Unfortunately, my experience with XPENG Denmark and its authorised dealer, Ejner Hessel, was the opposite.From the moment the order was placed, the process was marked by contradictory information, lack of accountability, and zero customer centric thinking.Delivery timelines changed repeatedly December, then February, then suddenly “available immediately” forcing me to reorganise financing, sell my previous car under pressure, and absorb unnecessary costs. These changes were always explained away as “out of our control,” yet the impact was entirely borne by the customer.One week before vehicle handover, I personally tried to delivered the winter wheels to the dealership for installation. The response was simply that there was “no availability until January.” No alternative, no flexibility, no prioritisation despite the fact that Ejner Hessel represents multiple major brands such as Mercedes-Benz, Renault, and Dacia and operates a large dealership with significant resources.I was expected to accept the idea that a customer taking delivery of a brand new vehicle in winter should drive on summer tyres, which is not only unreasonable but also dismissive of customer safety and intelligence. The message was clear: “This is our process take it or leave it.”At one point, I had to rely on my former dealership, Finn Allan Eriksen where I was no longer a customer, to resolve safety related issues that XPENG’s authorised dealer could not or would not handle. That comparison alone says everything.To make matters worse, the car was delivered with cosmetic defects, reinforcing the impression that once the sale is closed, the customer becomes secondary.The vehicle itself is impressive well designed, technologically advanced, and full of potential. But a premium product cannot compensate for a dealer network that prioritises volume over responsibility.Based on my experience, Ejner Hessel are focused on selling cars, not on building trust, loyalty, or long-term relationships. When problems arise, customers are met with polished, generic explanations instead of real solutions.If XPENG wants to be taken seriously as a premium brand in Europe, the customer experience especially at dealer level needs fundamental improvement.I already know what your response will be: “This is not our responsibility, we regret the situation,” followed by a standard explanation.At the very least, when replying to a customer, please avoid using generic, AI generated responses that clearly demonstrate a lack of genuine interest in customer satisfaction.The Sales Manager in Tilst would benefit from understanding this lesson.
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