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Heino R

1 reviews | Active since Jan 2013

11 Aug 2025, 18:53

EMS Authentication Failure - Horrible service

Hi. In October 2022, we bought a BAIC X25 Fashion demo 2022 model, as my wife wanted a small XUV. This was the biggest mistake of our lives. This car came with so many issues from the beginning. Here is the list of the main issues we have experienced with the car: Car remote stops working at random times - The car either does not lock or does not unlock. Most times, we have to open up the key to get to the manual key and when that is used the alarm screams uncontrollably. EMS Authentication Failure – This notice has popped up for quite some time and we have reported it each time it has appeared. This leads to the car not starting or not being able to switch off completely. This happened the other day while my wife was driving and the entire car shut off, including the power-steering which locked the wheel. Luckily she was able to drive off the road safely. Currently the car does not even start. Inferior material – The car battery was replaced, and the red positive connector simply broke in half (This happened when loosening the connector) High-pitched buzzing sound when raining – This drives a person insane; the only way to stop this is to switch off the lights. At night or in rainy condition you cannot drive safely with the lights off. We took the car into JAC Motors Brackenfell more times than we can count, and every time they treat the symptom and not the root cause. 3 years later and we are still struggling to find a solution. The car finally died entirely on Friday, 8th of August 2025, and it is not a remote issue, as the car is not starting with either of the remotes present. When we try to start the car the ignition does not start up. The screen goes on and once again says EMS Authentication Failure. All lights, including warning lights on the dashboard, light up, making it look like a Christmas tree. We expressed our unhappiness with the car and also stated that we did not want this vehicle anymore, asking the dealership if they would be replacing the car or what the way forward was. We are constantly told to bring the car in each time so that they can assess what the issue is. This is a huge inconvenience to our daily lives We are experiencing horrible service from both the dealership (JAC Motors Brackenfell) and BAIC SA. My wife already lodged a query to BAIC SA, and they have to this day not responded. She attached screenshots, videos and a 20-page document with all the issues listed in order from when we got the vehicle. The person on the line gave her email address as well as took my wife’s email address and contact number just in case the email did not go through so that we would have a definite way to communicate. She has still not heard back at all. This has turned from a regular maintenance issue to a safety risk for my wife and anybody on the road. We do not want this car anymore, as we do not feel safe driving it. We are at our wits end. What is the way forward?

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Replies (3)
BAIC South Africa
BAIC South Africa's reply12 Aug 2025, 07:39
Official
Good day Heino, 

We are truly sorry to hear about the ongoing and serious issues you’ve experienced with your BAIC X25, and we completely understand your frustration and concern, especially given the safety risks you’ve described. This is not the experience we want for our customers, and it’s unacceptable that your previous attempts to resolve these matters have not been met with proper follow-up.

Your safety and peace of mind are our top priority. We will escalate your case relevant teams for urgent investigation. A dedicated representative will contact you directly to discuss the next steps and work toward a resolution. 

Thank you for bringing this to our attention in such detail. We take this very seriously and will do everything possible to address it promptly.

The BAIC South Africa Team
HR
Heino R's update12 Aug 2025, 17:53
Reviewer Update
Thank you for your response. The BAIC consultant from head office responded earlier to my wife via email. I just wanted to also inform you about my interaction with the manager of JAC motors this afternoon. So the car went in yesterday morning. I was informed when I arrived that the head mechanic was off sick and that the car would be attended to today as in Tuesday (12 August 2025). The whole day has passed with no communication from them as to what is happening. I called the mechanic first with no response, then called the manager, and his response was really unprofessional. He proceeded to tell me that there was nothing wrong with the car at all, that he had driven the car into the workshop himself. He then told me how he could not believe the state that we had dropped the car in as there was no petrol in the car, so he had to put in as well as the car was filthy and he had to have it washed. My response was that we could not put petrol in as the car was not working or able to drive, so how were we supposed to do that? or even take it for a wash? My wife has recently started a new job where she is parking on a muddy parking area due the recent rains. What this has to do with the price of peanuts I have no idea? I really do not appreciate this encounter or how it is carelessly brushed off. I understand that if the car seems to be working when it is at the workshop that it limits the amount of testing one is able to do, but with the numerous videos and pictures as evidence, I would expect it not to be treated as if it were a joke and not actually happening. We look forward to your response.
BAIC South Africa
BAIC South Africa's reply13 Aug 2025, 08:09
Official
Hi Heino! Thank you for bringing this to our attention. We will add this information to your case and will investigate the matter to determine what transpired to lead to your experience. Our sincere apologies that you have had anything less than a wonderful experience with us. We aim to correct this and will communicate our suggested course of action soon. Keep well!