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Chery Australia

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Chery Australia customer service runs on two layers: a national customer care team on 1800 424 379, and a dealer network of around 85 authorised sites that handles servicing, warranty repairs, parts and test drives. Work out which layer owns your issue before you call. Starting in the wrong place costs days.

• Phone — general enquiries: 1800 4CHERY (1800 424 379), Monday to Friday, 9:00am–4:30pm AET.
• Phone — roadside assistance: 1800 424 379, 24 hours a day, 7 days a week.
• Email: info@cherymotor.com.au for general enquiries, recall@cherymotor.com.au for recall matters. Both are monitored during business hours.
• Online: the Chery Australia contact form accepts enquiries anytime.
• Dealers: around 85 sites nationally, with a stated target of 100 dealerships by the end of 2026.
• Post: Chery Motor Australia, PO Box 3516, Rhodes Post Office NSW 2138.
• Social: Chery Australia on Facebook and Chery Australia on LinkedIn.
• No live chat: Chery Australia does not publish a live chat channel, so phone, email and the form are the direct routes.

The ownership package is strong on paper — a 7-year unlimited-kilometre warranty, up to 7 years of roadside assistance and 7 years of capped-price servicing. Owner sentiment is more mixed. The Chery Dealers listing on ProductReview.com.au sits at 2.3 out of 5, and the grievances cluster around service capacity and parts supply rather than attitude.

Chery complaints and customer support sit with the national customer care team once a dealer has had a fair go at the problem. Local leadership has made an unusually open commitment here: COO Lucas Harris told carsales he wants to hear from unhappy customers directly, and told CarExpert the brand's single aftersales metric is speed to resolution, tested against whether a normal person hearing the story would think Chery did the right thing.

Spare Parts Delays and Long Repair Waits

• Chery parts delay Australia: the single most-reported pain point. Owners describe being told a component isn't in the country, then waiting weeks, with some accounts stacking to nine-plus weeks for one part.
• Chery says it now holds around $30 million of parts inventory at its Melbourne facility, with two more warehouses planned for Brisbane and Perth by the end of 2026.
• If you're quoted an open-ended wait, ask for the ETA in writing and reference that local inventory position.

Service Booking Backlogs and Cancelled Appointments

• Chery service booking waits of several weeks are commonly reported, so lock in scheduled servicing 3–4 weeks ahead where you can.
• A number of owners describe appointments cancelled on the day because of dealer-side software or system problems.
• One Tiggo 4 owner had a first scheduled service cancelled twice inside a fortnight in June 2026, per the Chery Tiggo 4 owner reviews.

Communication Gaps During Extended Repairs

• The recurring complaint isn't that repairs take time. It's silence — unreturned calls and unanswered emails while the car sits.
• One owner reported a 58-day service period with minimal updates and no courtesy vehicle offered.
• Put every request in email rather than phone calls. The owners who struggled most had no written record to escalate with.

Warranty Claim Friction at Dealer Level

• Some owners report dealers finding "nothing wrong" with intermittent faults, which stalls the claim before it starts.
• Chery Australia has publicly said it pays dealers generously for diagnostic time specifically to remove that incentive — useful context if you're told a fault can't be reproduced.
• Ask the dealer to log the diagnostic with Chery Australia technical support rather than close the job out.

Software, Infotainment and Driver-Assistance Faults

• Reported niggles include frozen multimedia screens, Apple CarPlay dropouts, false "boot open" warnings, random alarm activation and over-sensitive driver-assistance systems.
• Isolated hardware reports cover door handles failing around 20,000km, suspension noise, engine faults, and one case of power loss within 24 hours of delivery.
• Many software issues are fixable in a single dealer visit — ask specifically whether a firmware update exists for your VIN.

Recall Administration

• Chery recall check Australia: recall REC-006636 covers 5,556 Chery Tiggo 8 Pro Max vehicles built 2023–2026, issued 23 June 2026.
• The fault is a brake line that may rub against the engine and leak brake fluid. Repairs are free and affected owners are contacted in writing.
• Confirm your vehicle's status on the official REC-006636 recall listing.

Roadside Assistance — 24/7

• The Chery roadside assistance number is 1800 4CHERY (1800 424 379), available 24 hours a day, 7 days a week across Australia.
• Have your registration number or VIN ready. The VIN is on your compliance plate.
• Inclusions, exclusions and service-area limits are set out in the Roadside Assistance Policy.

Phone — General Enquiries

• Chery contact number Australia: 1800 424 379, Monday to Friday, 9:00am–4:30pm AET.
• Have your VIN, dealer name and a short dated timeline ready before you dial. It speeds up triage considerably.

Email

• General enquiries: info@cherymotor.com.au.
• Recall matters: recall@cherymotor.com.au.
• Email beats phone for anything contested. It creates the written record you'll need if the issue escalates.

Online Contact Form

• Submit through the Chery Australia Contact Us page at any time.
• Keep a copy of what you send and note the date. That copy becomes your evidence if the matter drags.

Your Local Dealer — Servicing, Warranty and Parts

• Servicing, warranty repairs, parts fitting and test drives are handled at dealer level, not head office.
• Use the official locator to find a Chery dealer near you.
• Searching "Chery dealer near me" will surface plenty of third-party directories, but the official locator is the authoritative list of authorised sites.

Recall Enquiries

• Email recall@cherymotor.com.au, or call 1800 424 379 and ask for the recall team.
• Have your VIN ready — affected vehicles are identified by VIN, and repairs under an active recall are free.

Escalating to National Customer Care

• Chery customer care escalation is unusually direct. The COO has publicly stated that calls and emails asking for him are transferred or forwarded straight through, often answered within 5–10 minutes.
• Ask for your case to be escalated to the national customer care team and reference that published commitment.
• Escalate early. Once a repair passes roughly two weeks, request a written repair timeline and formally ask for a loan vehicle.

If Chery Can't Resolve It

• Your rights under the Australian Consumer Law sit above the written warranty. See the ACCC's guidance on problems with a product or service you bought.
• You can also lodge a complaint with your state or territory fair trading or consumer affairs body.
• An extended off-road period is a key fact if you later argue a major failure, so keep dated emails, repair orders and timelines.

New Vehicle Warranty — 7 Years, Unlimited Kilometres

• Every new Chery comes with a 7-year unlimited-kilometre warranty covering unforeseen mechanical faults.
• Certain commercial and ride-share usage types are capped at 7 years or 150,000km under the terms.
• Chery warranty claim Australia: start at any authorised dealer. Full conditions sit in the 7-Year New Car Warranty Policy Statement.

High-Voltage Battery Warranty — 8 Years

• Hybrid and electric Chery models carry a separate 8-year unlimited-kilometre high-voltage battery warranty.
• It runs alongside the vehicle warranty with its own terms and conditions.

Roadside Assistance — Up to 7 Years

• The first 12 months are complimentary from registration. Cover then extends with every scheduled capped-price service at an authorised dealer, up to 84 months.
• Inclusions: mechanical breakdown, flat tyre change, battery boost or replacement, lockout, emergency fuel (non-LPG), EV charging assistance, towing to the nearest authorised dealer, taxi reimbursement up to $100, rental car up to 5 days and accommodation up to 5 nights.
• Exclusions: collision damage, vehicles over 3,500kg GVM, motorsport, impaired or unlawful driving, major body modifications, off-road terrain, unattended vehicles, third-party repair damage, and some remote islands.

Capped-Price Servicing — First 7 Scheduled Services

• Chery capped price servicing fixes the cost of the first seven scheduled services, up to 7 years, using genuine Chery parts.
• Examples from the capped price service page: Tiggo 4 at $289 per visit for services A–E, Tiggo 7 Super Hybrid at $299–$349, and Omoda E5 at $149–$349.
• The first service at 1,000km is free. Intervals run 15,000km (Tiggo 4, 1.5T CVT) or 20,000km (Omoda E5).
• Cover under the roadside program only extends when scheduled services are completed at an authorised dealer.

Refunds, Returns and Cancellations

• Chery Australia does not publish a consumer-facing vehicle refund, returns or order-cancellation policy as at September 2026.
• Deposits, order cancellations and trade-in terms are governed by the sale contract you sign with your individual dealer. Read those terms before paying a deposit.
• Statutory remedies for a faulty vehicle — repair, replacement or refund, depending on whether the failure is major — come from the Australian Consumer Law, not the manufacturer warranty.

Price Match

• No published price-match policy. Pricing is negotiated at dealer level.
• Chery runs periodic drive-away campaigns through its current offers page.