Li Auto Apologizes for Store Staff's Mockery Incident and Adds Nursing Rooms

[Customer Service] Li Auto has issued a public apology regarding an incident at its Puyang, Henan store, where staff mocked a female customer for inquiring about a nursing room, and has swiftly implemented corrective measures.

Key Development: 215 Directly Operated Service Centers Now Equipped with Nursing Rooms

The involved store personally visited the customer on May 11 to apologize in person and received her forgiveness. Nationwide, directly operated service centers have urgently launched a nursing room retrofit program, with 215 locations now equipped with such facilities, and more authorized stores to follow.

Strategic Foundation: Family-Oriented Positioning Drives Service Upgrades

As a brand prominently marketing itself as focused on "family vehicles" and "dad-mobiles," Li Auto previously overlooked nursing facilities—a clear oversight. This incident exposed individual staff conduct issues, prompting the company to respond rapidly and enhance service details to better align with its brand positioning.

Industry Impact: New Energy Vehicle Makers Raise Service Standards Further

Following NIO’s inclusion of nursing rooms in its NIO Houses, Li Auto is accelerating efforts to address this gap, driving a new round of competition among new energy vehicle brands in soft infrastructure for user experience.