As one of the B-class "troikas" in Japan, compared with the Accord and Camry, Tianlai has established the impression of "comfortable large sofa" in the hearts of many consumers. This generation of models, equipped with a 2.0T engine, has strengthened its performance attributes.
Sales have also risen recently, according to official data from Dongfeng Nissan, Tianlai sold 16,701 units in November, an increase of 22.4% year-on-year. However, recently, a Tianlai car owner has made many posts on the auto complaint network, telling that there are many problems in the after-sales service of Dongfeng Nissan. Let's take a look at the specific situation.
First of all, let's look at the owner information, the complainant is Mr. Nie, the purchase time is June 1, 2020, the model is 2020 Tianlai, and the dealer is Kunshan Huaxiangda 4S store.
As a staff member of the Auto Complaint Network, in order to understand the details, Xiaobian communicated with this Mr. Nie by telephone.
According to the owner, on October 5, 2020, when driving on the G60 Shanghai-Kunming Expressway, a rear-end accident occurred. After the impact, the vehicle deformed and the airbag did not eject. After that, the vehicle was pulled to Dongfeng Nissan Shangrao Dongxin 4S store for repairs.
On November 1, during the maintenance period, the owner found through the Nissan Zhilian APP bound to the vehicle that the Tianlai he purchased was privately driven by the staff of Dongfeng Nissan Shangrao Dongxin 4S store to the used car auto parts city opposite Sanqingshan Avenue at about 9 a.m. without repair.
(Screenshot of the APP provided by the owner)
Later, on November 8, the owner of the car, Mr. Nie, went to the 4S shop to pick up the car according to the notice. However, when inspecting the vehicle situation on the spot, it was found that when the car was hung in D gear and L gear, the gearbox had a huge jitter abnormality. Therefore, the owner of the car, Mr. Nie, did not take the vehicle away on the same day and reflected the problem to the after-sales maintenance personnel.
The next day, November 9, the owner came to Dongfeng Nissan Shangrao Dongxin 4S store, and the after-sales staff said that the vehicle had been repaired. At that time, the owner found that the vehicle's gearbox jitter had slowed down a lot. Therefore, he took the car away and drove back to Shanghai. But today, transmission jitter is still there.
(Maintenance receipt)
Mr. Nie said on the phone that he recalled the entire maintenance experience and suspected that the 4S store had many problems after the sale, which led to the damage to the car's gearbox. The first guess is that after the collision of the vehicle, the transmission oil has leaked, and the after-sales personnel have driven the car out without permission, causing damage to the gearbox; the second guess is that the 4S store has replaced the unqualified parts, causing the transmission to shake; the third guess is that the technology of the 4S store is not good, and the gearbox is not completely repaired.
In order to understand the situation more clearly, Xiaobian asked the owner about the contact information of the relevant staff of Dongfeng Nissan Shangrao Dongxin 4S store.
After answering the phone, Xiaobian first stated his intentions. Subsequently, the staff said that the owner of the car, Mr. Nie, had been completely repaired when he picked up the car on November 9, 2020, and the owner had confirmed it at that time. As for why the vehicle was driven out of the 4S shop on November 1, 2020, during the maintenance period, the staff member said that the maintenance process needed to be tested and was normal operation. For the jitter problem expressed by the owner, the staff revealed that slight shaking is a normal phenomenon, not a transmission failure.
So, do Dongfeng Nissan manufacturers understand this problem? To this end, Xiaobian called the official customer service telephone.
On the phone, Xiaobian first identified the identity, and the customer service then asked for the relevant information of the owner. After some inquiries, the customer service said that the owner of the tianlai car had complained and feedback before and had been followed up by the Dongfeng Nissan Shangrao Dongxin 4S store. For the jitter problem that the owner of the tianlai car is currently complaining about, the complaint information has been registered, and timely feedback and follow-up will be carried out. If there is any new progress, we will contact the owner Of the car, Mr. Nie and Xiaobian.
Public opinion car: In the communication with the owner, Xiaobian also learned that after the repair of Dongfeng Nissan Shangrao Dongxin 4S store, the owner Mr. Nie also went to other Dongfeng Nissan authorized dealer stores for inspection. When the maintenance personnel tested the car, they could also feel that the gearbox was shaking, but they thought it was a normal phenomenon and were not willing to solve the problem completely from the perspective of the owner. Therefore, Mr. Nie made many complaints online.
From the perspective of communication with many parties, Xiaobian believes that Dongfeng Nissan Shangrao Dongxin 4S store does have irregularities in after-sales. First of all, on November 8, 2020, the vehicle's gearbox was seriously shaken, why did the owner notify the owner to go to pick up the car; then the owner had doubts about moving the vehicle, which should be explained in time to eliminate misunderstandings. What do you think about that?