Not a good look. BYD needs to be careful and do better...
This is a good "user experience" article. The owner is articulate and reasonable in his criticisms, the article does not appear sensationalist or prejudiced, and BYD NZ representatives are given ample opportunity to reply.
“They have the choice. They know people have had these issues. They have a choice of controlling the narrative themselves or if they don't, they can expect someone else to take the narrative away from them."
Truth. It's critical for an emerging brand to address (and
be seen to address) even minor points of friction because, in the absence of a strong local reputation, those frictions can disproportionately shape the local narrative about the brand in ways that subsequently become difficult to shift.
Yet even in this critical article, I notice something interesting...
“I cannot comment on any individual's specific cars. BYD New Zealand and BYD Global stand behind all our products,” said Willmot. “Customers can have confidence in our fully transferable six-year/150,000km bumper-to-bumper warranty.”
From BYD NZ (local distributor: Ateco):
Compare this to BYD Australia (local distributor: EVDirect):
One of these sets of conditions inspires customer confidence, and one of them undermines confidence by making it look like the brand (a) lacks confidence in the durability of its components and (b) is seeking every opportunity to deny warranty claims and will probably try to screw you over in other ways that are not immediately apparent.
This doesn't only matter for that subset of prospective customers that are engaged enough to look into the details of such things. If you have a simple, comprehensive warranty then you can
advertise it as such at every opportunity, including in critical articles such as this one! Whereas with BYD Australia, you can't even get a publicity win from advertising the long battery/motor warranty because, while battery degradation is indeed a significant customer concern, when you highlight that guarantee specifically everyone's first thought is going to be "and what about the rest of the car?"