Source of this article: Consumer Report Author: Chen Ziqing
At present, electric bicycles have become an important means of transportation for many consumers, coupled with the implementation of electric bicycle licensing policies in many places, the quality of electric bicycle products and after-sales service and other issues are naturally more concerned.
Recently, Mr. Zeng of Foshan told Consumer Report that the Xinri electric bicycle he purchased had failed many times, and the fault still existed after many repairs at the after-sales outlets. To this end, Mr. Zeng also posted a complaint on the black cat complaint platform. Can the problems reflected by Mr. Zeng be properly resolved? Consumer Report conducted an interview on this.
Purchased for half a year, multiple failures
In May 2021, Mr. Zeng spent 3,380 yuan on a Xinri official service outlet in Foshan to buy a Xinri electric bicycle with the model TDT9250Z. "This electric bicycle is usually used for transportation, and I have not modified it myself." Mr. Zeng said.
Unexpectedly, a few months later, Mr. Zeng's vehicles began to malfunction one after another.
"On September 9th, I was riding a normal bicycle, and the vehicle suddenly stopped leaving, as if the whole car suddenly lost power, and the vehicle still had enough power at that time." Mr. Zeng said. Subsequently, Mr. Zeng restarted the vehicle and found that the vehicle could run normally.
▲The indicator icon of the suspected fault appears on the dashboard when the fault occurs (photo provided by the interviewee)
The photos provided by Mr. Zeng show that when the fault occurred, an icon appeared on the vehicle dashboard. "I think this icon is a fault code, but I don't know what it means." Mr. Zeng said.
In the course of many rides since then, Mr. Zeng's vehicles have frequently experienced failures caused by power outages during driving, resulting in inability to travel. "There have been many power failures before and after, concentrated in the process of just starting to accelerate, and once I was almost rear-ended by a vehicle behind me, which was very dangerous." Mr. Zeng said.
The cause of the failure is unknown, and the maintenance effect is not good
After the failure occurred, Mr. Zeng sent the vehicle to the store for maintenance, but since then he has embarked on the road of rights protection.
▲Mr. Zeng's vehicle in maintenance work (photo provided by the interviewee)
"I sent the car to the service outlet, and the maintenance staff said they couldn't find the fault point, and they hadn't seen the icon displayed on the dashboard." Mr. Zeng said.
To this end, Mr. Zeng himself also consulted the new day customer service staff for related questions, the other party sent a "commonly used icon of the instrument", which did not mention the icon that appeared on the dashboard of Mr. Zeng's vehicle, and the customer service staff said to Mr. Zeng that "there may be no update".
▲There is no icon that appears in the "instrument commonly used icon" of the new day product (photo provided by the interviewee)
Mr. Zeng said that at present, the service outlets have replaced the vehicle with a new controller, but the failure of driving power outages still occurs from time to time. "After changing the controller, the latest maintenance plan given by the service outlets is to replace the motor, but the motor must be sent to the manufacturer for testing before it can be replaced." Mr. Zeng said.
In Mr. Zeng's view, the after-sales maintenance personnel did not find the exact cause of the fault lamp, "the current maintenance method feels like just replacing the accessories one by one." To this end, Mr. Zeng proposed that he hoped that the new day manufacturers could help to cure the fault, otherwise they should provide measures to return or replace the car.
Consumer Report sent an interview letter to Xinri Electric Vehicle regarding the specific causes of Mr. Zeng's vehicle failure and what solutions xinri had, but had not received a reply as of press time.
Guo Xiaoming, a lawyer at Shanghai Zhonglian (Chengdu) Law Firm, a well-known legal blogger@ Tandian, pointed out that at present, the Product Quality Law, the Consumer Rights and Interests Protection Law and the local three-guarantee policy provisions formulated by various provinces have clear provisions on the management of the quality and service problems of electric bicycle products.
"In this case, Mr. Zeng's vehicle is still within the validity period of the three guarantees, and the New Day electric vehicle and the store should be repaired for the consumer free of charge to solve the problem of failure." If the failure of the electric vehicle is caused by product quality problems and the New Day manufacturer cannot solve it, then the consumer has the right to demand that the new day side replace the vehicle or return the goods. Guo Xiaoming said.