Car Review Observations, Auto Critics Agency, No. 496
The failure of the new Audi Q3 car is one after another, and there is also a "cockpit water" situation. What is even more bizarre is that without the authorization of the owner, the Audi 4S store actually dismantled and repaired the car, what is going on?
A few days ago, Ms. Pan sent a complaint and told her story.
1
"Breaking down" on the road
On March 24, 2020, ms. Pan, the owner of the car, lives in Langfang, Hebei Province, and spent nearly 230,000 yuan on a local FAW-Volkswagen Audi 4S store to purchase a 2019 Audi Q3 model.
"I bought this car, mainly for picking up and dropping off children and transportation. Unexpectedly, just over a month after driving, this Audi Q3 'broke anchor' on the road." Ms. Pan said that it was just after the car got off the highway that day, and the car suddenly stopped on the road, "if this happened on the highway, the consequences would be unimaginable, and the family in the car was frightened."
Ms. Pan quickly contacted the Audi 4S shop for trailer handling.
After the inspection, the Audi 4S staff said that it was the fault of the car's central control machine and could be replaced free of charge. Ms. Pan, who was palpitating, did not think much about it and agreed to the maintenance plan.
However, the car's next troubles were even trickier, and after the car had water ingress problems in July this year, ms. Pan was very angry with the solution of the Audi 4S store.
2
The cockpit enters water "for no reason"
Ms. Pan said that every time she drove, she felt a musty smell in the car, and she never found the location of the water.
Because she had previously seen rumors on the Internet that "odors in Audi cars can cause disease", she was very alert. Until October, after careful inspection, it was found that the key position of water inlet was under the center console, and there were even signs of water soaking. Next, there are also conditions such as engine and brake system failure lights and some function keys failing.
The shadow of the car "breaking down" accident is still in her mind, and this time, she really does not dare to continue to drive this Audi Q3.
Ms. Pan can't figure out how, the car is regularly maintained in the 4S shop, basically does not run long distances, her car has not waded in the water, has not had a collision accident, how can there be a situation of "cockpit water" for no reason?
A series of question marks made her doubt the quality of the Audi.
However, the "divine operation" that she could not imagine was still to come.
3
4S shop private demolition and repair, what is the truth?
After discovering that the cockpit of the car was flooded, Ms. Pan made many negotiations with the person in charge of the Audi 4S store. Ms. Pan's appeal is that because the car has repeatedly had serious failures and there are safety hazards, she asks to return the car or give corresponding compensation.
The 4S shop said that the car can be placed in the shop, and the problem is solved by repair as much as possible.
However, during the negotiation period between the two sides, the 4S shop dismantled and repaired the car without informing Ms. Pan.
Recently, Ms. Pan received a call from the staff of the Audi 4S store, saying that she asked her to come and drive the car away. As for the reason for the water in the cockpit this time, she was told that "the car's sunroof drainage system is blocked, and the after-sales service has been fixed for you."
Upon learning of this result, Ms. Pan was stunned for a moment.
"During this time, I have been communicating with the person in charge of the Audi 4S store about this matter, and I have not let them repair the car, nor do they have any verbal promises, how can they arrange for me to repair the car?"; "The owner of the car has no right to decide whether to repair the car or not? How come the right to know is gone?"; "The Audi 4S store dismantles the customer's car privately, is it to hide some ulterior motive?"
Ms. Poon said it was unacceptable.
4
Return the new car and add 90,000 7
"If you want to return a new car, keep the old car in the shop and pay 97,000 yuan." A person in charge of the Audi 4S store gave such a reply.
Ms. Pan believes that the depreciation cost caused by the quality of the car should be borne by the Audi manufacturer, and the owner cannot be allowed to pay for it himself. Now that the car has been in the 4S shop for more than two months, if the matter is not properly handled, Ms. Pan said that she will continue to complain or solve it through judicial channels.
At this point, the negotiations between Ms. Pan and the Audi 4S store have once again reached a stalemate.
In the interview, we found that Audi Automobile had some improprieties or even violations in dealing with this automobile quality dispute.
First, according to the owner of the car, Ms. Pan, when the Audi Q3 entered the store to check the water ingress problem in the cockpit, the 4S shop carried out disassembly inspection and maintenance of the vehicle without her knowledge.
According to the "Provisions on the Responsibility for Repair, Replacement and Return of Household Automobile Products" (three guarantees for automobiles):
Article 13 provides:
Repairers shall establish and implement a system of archiving repair records. Written repair records shall be made in duplicate, one for archival purposes and one for the consumer.
The content of the repair record shall include the repair time, mileage, repair problem, inspection results, repair items, the name and number of the replaced parts, material costs, working hours and hours, tow freight, information on providing spare cars or the amount of compensation for transportation costs, delivery time, and signatures or seals of repairers and consumers.
Second, Ms. Pan's car has been in the 4S store for more than two months, and the problem has not been solved.
According to the three guarantees of the car, Article 19 stipulates:
During the repair period of household automobile products, if the repair time of each repair (including waiting for repair spare parts) exceeds 5 days due to product quality problems, the consumer shall be provided with a spare car or a reasonable compensation for transportation costs shall be given.
Article 21 provides:
During the validity period of the three guarantees of household automobile products, the cumulative repair time due to product quality problems exceeds 35 days, or the cumulative repair time due to the same product quality problems exceeds 5 times, consumers can present the three-pack voucher and car purchase invoice, and the seller is responsible for replacing it.
As of press time, Ms. Pan is still negotiating with Audi manufacturers. Ms. Pan stressed that according to the three-pack regulations of the car, the important parts of her car have been repaired many times during the warranty period, and there are safety hazards, and the repair time of this time "cabin water" has accumulated for more than 35 days, which meets the criteria for returning the car, and Audi manufacturers should be responsible for their product quality.
Regarding this Audi Q3 quality dispute, the Auto Consumption Report will continue to track the report.
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