XPENG ANZ has taken full control of its Australian operations and dropped its former distributor. If you bought an EV through TrueEV and you’ve been worried about your cashback or your warranty, you can stop.
Buying an EV carries enough anxiety without wondering whether the company that sold it to you will still exist next year. We’ve all heard the horror stories where you buy from an ambitious third-party distributor, the corporate relationship sours behind closed doors. You’re left with a voided service book and justified buyer’s remorse. XPENG ANZ ended its distribution arrangement with TrueEV immediately and took over as the sole operator here, and as it’s factory-backed now, the middleman is gone.
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The changeover was a stressful and uncertain few weeks for early buyers. There’s nothing worse than ringing a customer service line and being told the company that sold you the car no longer exists, and that the one which replaced it takes no responsibility. Other brands have pulled that stunt and left early buyers with no recourse at all, which is a poor way to treat the early adopters. Customers were sending frantic messages and asking what would happen to the promotional promises they’d been given. A third party writing cheques it can’t cash leaves buyers in the dark.
XPENG looked at the industry-standard move of abandoning early buyers and did the opposite, eventually. It’s now standing by every customer, whenever and wherever the purchase went through.
What XPENG is honouring
If TrueEV promised you the world to get a signature, XPENG is footing the bill. It’ll honour the documented promotional commitments made at the time of purchase. A $5,000 cashback offer is safe. A 10-year warranty is covered. The manufacturer wears the cost to keep the brand’s reputation clean.
Claiming isn’t the bureaucratic nightmare it could have been. Email the customer care team with your name and vehicle details, and attach the proof of purchase along with whatever paperwork sets out the original promises. Once it’s verified, XPENG arranges the cashback, activates the extended warranty or books the scheduled maintenance directly. It’s a straight line to the manufacturer with no distributor in the middle.
Shaun Anthony, National After Sales Manager for XPENG ANZ, said customers deserve certainty about who’s looking after them. Every vehicle in the country is backed directly by the factory. If a promise was made at the point of sale, XPENG wants the details so it can sort out an appropriate outcome.
XPENG has been expanding its dealer footprint since it started direct operations earlier this year, so you won’t be relying on an email address alone to get the car fixed. The authorised dealer and service network now covers Queensland, Victoria, New South Wales, South Australia and Western Australia.
The warranty XPENG is putting behind it
Beyond the legacy TrueEV promises, the standard cover is serious. The manufacturer-backed 7-year warranty extends to everyone who bought through TrueEV or its authorised dealers. Private owners get 7 years and unlimited kilometres, commercial users 7 years or 160,000km. The traction battery, the battery management system and the drive motor are covered for 8 years or 160,000km. There’s a 5-year paint warranty and 7 years of rust protection.
Right to repair
This thorny subject has become a hot topic since cars became laptops on wheels. Special code and equipment is needed to do something as easy as brake pad changes at home. As if that wasn’t bad enough, independent mechanics usually get locked out of the software a modern EV as well, which then pushes you back to the arms of a dealer. XPENG signed a memorandum of understanding with the Australian Automotive Service and Repair Authority in June, formalising its part in the Motor Vehicle Service and Repair Information Sharing Scheme. Technical onboarding is underway. It means real choice about where the car gets serviced instead of a single authorised workshop holding all the cards.
The end of the TrueEV arrangement was a narrowly avoided disaster for early buyers, one that should never have been allowed. Instead XPENG worked out that ignoring the distributor’s promises would cost more in reputation than the promises cost in cash, and paid up after a lot of argy-bargy. If you’re holding a TrueEV contract, get your documents together and send the email.
More Xpeng Stories
- XPeng Australia Split Down the Middle as Factory Overrules Independent Distributor
- XPENG Australia 2026: The Chinese EV Brand Takes Direct Control
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Alan Zurvas is the founder and editor of Gay Car Boys, Australia's leading LGBTQI+ automotive publication. Before launching GCB in 2008, Alan's automotive writing was published in SameSame.com.au and the Star Observer. With over 16 years of hands-on car reviewing experience, Alan brings an honest, irreverent voice to every review — championing value and innovation over brand loyalty.
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