Recently, a video posted by a netizen on a social media platform has sparked widespread concern. The netizen alleged that during a cross-border road trip, their new energy vehicle (NEV) was remotely locked by the manufacturer, causing all smart functions to fail and nearly rendering the vehicle inoperable. This incident severely disrupted their travel plans. On July 22, the vehicle owner, Mr. Liu, revealed that his NEV had been remotely locked by the manufacturer for over 30 hours while he was abroad. During this ordeal, all smart features ceased to function, the storage compartment remained inaccessible, personal documents were unretrievable, and even the fuel tank cap could not be opened for refueling.

Mr. Liu had initially embarked on a road trip through Central Asia with his child, with plans to visit multiple European countries. However, just two days after exiting the Khorgos Port in Xinjiang and entering Kazakhstan on July 16, the vehicle's system was remotely locked by the manufacturer. Mr. Liu promptly reached out to the vehicle's after-sales service and customer support. Due to being overseas and facing limited network connectivity and communication options, he could only submit an unlock request via WeChat. The required documents for the unlock request included customs clearance documents, passport, vehicle purchase contract, invoice, international driver's license, and visa, among others. It wasn't until noon the following day that the locked vehicle system was finally unlocked.

Mr. Liu expressed understanding for the automaker's cross-border control regulations but found the handling method unacceptable. He suggested that once the backend detects a vehicle has left the country, it should first verify the situation with the owner rather than immediately locking the vehicle remotely. Currently, Mr. Liu and his son have continued their road trip into Russian territory.

A customer service representative explained that vehicles leaving the country are highly likely to trigger remote locking mechanisms, and relevant materials must be submitted for unlocking through the customer service hotline or online concierge service. This incident highlights the need for improved communication and handling procedures when it comes to cross-border vehicle control and customer support.