Customer Background
Customer Mark, living in Munich, Germany, purchased a a certain EV brand M Y (produced at the Shanghai Gigafactory, European export version) in 2021. By the end of 2024, the mileage had reached 68,000 kilometers, and the vehicle was out of the original factory warranty period. Recently, the vehicle has had two major problems: first, the window lifter failed, with the glass getting stuck and making abnormal noise when lifting and lowering. After consulting the official the EV brand service center in Germany, it was informed that the window lifter assembly needed to be replaced, and the official supply cycle would take 4-6 weeks; second, the vehicle's wheel hub had slight scratches, and Mark hoped to replace a set of suitable 19-inch wheel hubs, but the official parts had a long supply cycle and could not meet his demand for quick replacement. In addition, Mark was worried that ordinary third-party parts did not meet EU CE certification standards, could not be used legally in Germany and had potential safety hazards, and was also concerned about the timeliness of cross-border procurement and after-sales guarantee.
Customer Pain Points
- The official the EV brand parts have a long supply cycle, insufficient maintenance convenience, and it is difficult to meet the immediate use needs;
- The official parts have a long supply cycle, which affects daily use, and the cross-border import of parts involves cumbersome procedures;
- Ordinary third-party parts lack EU CE certification, their adaptability and safety cannot be guaranteed, and they do not meet local regulatory requirements;
- Cross-border procurement faces cumbersome logistics, uncontrollable timeliness, delayed after-sales response, and it is difficult to solve problems quickly when they occur.
Jiapei's Solution
After receiving Mark's consultation, Jiapei Parts quickly responded relying on its overseas service team (exclusive contact person for the European region, proficient in German). Combined with German market regulations and the technical parameters of the the EV brand M Y exported to the European version, it formulated a targeted overseas individual customer solution, achieving "one-stop service and full-process controllability" throughout the process:
1. Internationally Certified Quality, Adapted to Overseas Ms: For Mark's M Y, the window lifter assembly (adapted to the 2021 European version of M Y, OE No.: 1150001-00-C, corresponding to the door glass regulators category under the EV brand's parts classification 11-closure components) and 19-inch wheel hubs (M: JP-TY-EU19-01, adaptation parameters: 9.5J×19, ET45, tire adaptation specification 255/45 R19, fully matching the original parameters of the European version of M Y) provided by Jiapei Parts both meet EU CE certification and RoHS environmental certification, and also match the technical parameters of the EV brand's exported European version (such as the wheel hub pitch and offset are completely consistent with the European version of M Y). The material is the same as the original factory, wear-resistant and corrosion-resistant. Verified by a third-party testing agency, its performance is equivalent to that of the original parts, and it has passed the EU auto parts safety standard test, which can be legally used in Germany, completely solving the pain points of certification and adaptability.
2. Optimize Supply Process and Simplify Procurement Links: Relying on China's local supply chain advantages, Jiapei Parts directly delivers products from the factory to customers, eliminating intermediate agent links, optimizing the procurement process and improving procurement convenience; at the same time, Jiapei Parts has an overseas warehouse in the Netherlands, Europe, and parts are shipped directly from the overseas warehouse, avoiding the cumbersome cross-border import procedures and improving procurement efficiency.
3. Efficient Cross-border Logistics with Controllable Timeliness: Relying on Jiapei Parts' European overseas warehouse layout, the parts ordered by Mark were shipped from the warehouse on the same day and delivered to Munich within 2 days through local European logistics (cooperative channel with DHL). Compared with the official supply cycle of 4-6 weeks, the timeliness was improved by more than 90%; the logistics could be tracked throughout the process, and the contact person synchronized the logistics progress to Mark in real time to ensure that the customer could grasp the parts dynamics at any time, solving the pain point of uncontrollable cross-border logistics timeliness.
4. Multilingual After-sales + Localized Technical Support: An exclusive German-speaking contact person was arranged to follow up the whole process, providing Mark with multilingual (German and English) technical consultation and sending parts installation videos (with German subtitles); at the same time, it connected with local cooperative the EV brand maintenance masters in Germany, who could provide on-site installation services for Mark, which was efficient and convenient throughout the process; all parts provided a 1-year global warranty. If there was a quality problem, quick return and exchange could be made through the European overseas warehouse, and the after-sales response time was no more than 24 hours, completely solving the problem of delayed after-sales service for overseas customers.
5. Value-added Services to Improve Experience: After the installation, the technical specialist explained the daily maintenance skills of the EV brand vehicle parts to Mark through video call, especially the maintenance methods of window lifters and wheel hubs in the low-temperature environment of European winters; at the same time, provided free basic vehicle inspection suggestions to help Mark extend the service life of parts and improve the driving experience.
Implementation Effects
After the implementation of the solution, the faults of Mark's vehicle were completely solved, the window lifting was smooth without abnormal noise, the wheel hubs were perfectly adapted to the vehicle after installation, the appearance texture was consistent with the original factory, and it met the local regulatory requirements in Germany. It only took 3 days from ordering the parts to completing the installation, which was much faster than the official supply cycle and did not affect daily use at all. The whole process of procurement and installation was convenient and efficient. Mark highly praised the certified quality, logistics timeliness and localized services of Jiapei Parts. Later, he not only purchased vehicle maintenance parts again himself, but also recommended many the EV brand car owners around him to choose Jiapei Parts, becoming a word-of-mouth promoter of Jiapei Parts in the German market.
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