2025年，新能源汽车的销量数字仍在不断刷新纪录。
In 2025, sales figures for new energy vehicles (NEVs) continue to hit new record highs.
前11个月，新能源乘用车市场累计零售量达1147.2万辆，同比增长19.6%，并反超传统燃油乘用车146.2万辆。
In the first 11 months, cumulative retail sales of NEV passenger cars reached 11.472 million units, up 19.6% year-on-year, surpassing traditional fuel vehicles by 1.462 million units.
11月，新能源车国内零售渗透率冲高至59.3%，同比提升7个百分点，距离“全面新能源化”仅一步之遥。
In November alone, the domestic retail penetration rate of NEVs surged to 59.3%, up seven percentage points year-on-year, bringing the market within reach of full electrification.
但在销量狂飙的另一面，越来越多车主发现，买车后的真实体验，正在与当初销售描绘的“智能出行愿景”渐行渐远。
However, behind the soaring sales, a growing number of owners are finding that real-world ownership experiences are drifting far from the “smart mobility promises” made at purchase.
曾被重点宣传的智能座舱、流畅车机和无忧用车，正在被频繁的售后问题一点点消磨。
Highly promoted features such as intelligent cockpits, smooth infotainment systems, and worry-free ownership are being steadily eroded by after-sales issues.
对不少车主而言，智能出行没有带来便利，反而成了一种“添堵”。
For many owners, smart mobility has brought frustration rather than convenience.
北京车主张先生驾驶的领克Z10，曾多次出现车机系统故障。
Mr. Zhang, a Beijing-based owner of a Lynk & Co Z10, has experienced repeated infotainment system failures.
一次报修后，他等待了整整三天，才被告知需要排队检测。
After reporting the issue, he waited three full days only to be told his vehicle had to queue for diagnostics.
更糟的是，车辆导航定位长期不准，偏差严重时甚至达到数百米。
Worse still, the navigation system frequently malfunctioned, with location errors reaching hundreds of meters at times.
当行业热衷于讲述续航突破和智能驾驶的宏大叙事时，一个更基础却更紧迫的问题浮出水面。
While the industry focuses on grand narratives of range breakthroughs and autonomous driving, a more fundamental and urgent issue is emerging.
售后服务，是否已经跟不上新能源汽车高速前进的脚步？
Is after-sales service keeping pace with the rapid expansion of the NEV industry?
在与数十位新能源车主的接触中可以发现，售后滞后正在成为影响用户体验、甚至品牌口碑的关键短板。
Conversations with dozens of NEV owners reveal that lagging after-sales support is becoming a critical weakness affecting user experience and brand reputation.
这一问题早已不再局限于“充电难”，而是蔓延至维修、保养、响应速度与服务诚信等全链条环节。
The problem has expanded beyond charging inconvenience to encompass maintenance, repairs, response times, and service integrity across the entire ownership chain.
宋先生的经历，正是这一现实的缩影。
Mr. Song’s experience serves as a microcosm of this reality.
购车时，销售承诺品牌充电桩覆盖广、24小时运维保障，但当他真正遇到充电故障时，却陷入漫长等待。
At purchase, sales staff promised extensive charging coverage and 24-hour maintenance support, but when a charging failure occurred, he faced hours of waiting.
多次拨打客服电话，只得到“工单处理中”的机械回复。
Repeated calls to customer service yielded nothing more than automated responses stating that a service ticket was being processed.
最终，他只能自费寻找其他公共充电桩完成补能。
In the end, he had to pay out of pocket to use third-party public chargers.
如果说充电问题尚属“日常烦恼”，维修则足以击穿消费者的耐心底线。
If charging issues are daily annoyances, maintenance problems are patience-breaking ordeals.
湘西车主李先生购买的小鹏MONA M03，在当地没有官方售后网点。
Mr. Li from western Hunan owns an XPeng MONA M03 but has no official service center in his area.
一次并不严重的底盘磕碰，却演变成一场长达半个月的维修拉锯战。
A minor underbody impact escalated into a repair ordeal lasting over two weeks.
买车时的“全国联保”，在现实中却并不等于“维修便利”。
The so-called “nationwide warranty” proved far from convenient in practice.
技术迭代的速度，也在无形中抬高了新能源汽车的售后门槛。
Rapid technological iteration has invisibly raised the barrier for NEV after-sales service.
与结构成熟的燃油车不同，新能源汽车的三电系统高度复杂，涉及多学科融合。
Unlike conventional vehicles, NEVs rely on highly complex electric systems involving multiple disciplines.
CTP模组、电池包一体化技术虽提升了性能，却大幅增加了维修难度。
Technologies such as CTP modules and integrated battery packs improve performance but significantly complicate repairs.
一旦出现问题，往往只能整包更换，维修成本高昂。
Once issues arise, entire battery packs often need replacement, driving up costs.
在这一背景下，不同车企走出了截然不同的服务路径。
Against this backdrop, automakers have adopted markedly different service strategies.
蔚来选择高投入自建服务体系，将服务体验打造成核心竞争力。
NIO has opted for heavy investment in self-built service systems, positioning service quality as a core competitive advantage.
特斯拉通过直营模式实现价格、流程与标准的高度透明。
Tesla leverages a direct-sales model to ensure transparency in pricing, processes, and standards.
鸿蒙智行则依托华为生态，实现服务网络的快速扩展与资源整合。
Huawei’s Harmony Intelligent Mobility relies on ecosystem integration to rapidly expand its service network.
当新能源渗透率不断创新高，市场竞争已从“增量扩张”转向“存量博弈”。
As NEV penetration reaches new highs, competition is shifting from incremental growth to a battle for existing users.
在这个阶段，售后服务不再是附属品，而是决定用户忠诚度与品牌长期价值的关键变量。
At this stage, after-sales service is no longer an add-on but a decisive factor in user loyalty and long-term brand value.
谁能真正把车卖完之后的每一天服务好，谁才能走到新能源汽车竞争的最后。
Ultimately, the winners will be those who serve customers well long after the sale is completed.
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