Zeekr Responds to Cross-Border Vehicle Locking Incident

[User Rights] A Zeekr owner’s vehicle was remotely locked for over 30 hours during a cross-border road trip, with the company stating the action was triggered by its anti-theft mechanism.

Core Issue: Immediate Lock Upon Exit, No Advance Warning from Dealership

On July 8, the owner departed for Europe, having informed the dealership beforehand about the cross-border journey and willingness to promote the brand. However, no warning regarding potential remote locking risks was provided. On July 16, the day after entering Kazakhstan, the vehicle’s infotainment system was remotely locked—retaining only basic driving functions—rendering navigation, music, storage compartments, and the fuel tank cap inoperative, disrupting travel plans and access to essential documents.

Key Details: ¥500,000+ Vehicle + Over 30 Hours of Restriction

The affected vehicle is a domestically produced new-energy SUV priced at over RMB 500,000. The lockout lasted more than 30 hours. Zeekr customer service acknowledged the existence of this mechanism, explaining that vehicles sold in China are by default restricted to domestic use only, and owners cannot preemptively register or avoid the lock; temporary unlocking is only possible after an error code appears on the vehicle’s display.

Strategic Conflict: Anti-Theft Logic vs. Poor User Experience

In its response on July 23, Zeekr stated this mechanism is an industry-standard measure against smuggling and theft, emphasizing it does not affect powertrain or braking systems, and that the fuel tank cap can be manually opened by holding the hazard light button for five seconds. However, the owner questioned the inconsistency: while the brand encourages users to drive abroad for promotional purposes, it fails to proactively disclose such risk-control policies, revealing a gap in post-sales coordination.