Dongfeng Citroen's current hottest car is definitely the Versailles C5 X, which has not been fully listed for three months, and has achieved 5,037 deliveries in November, although it is not a large number compared with many best-selling models, but compared with Dongfeng Citroen itself, this data is already very good. However, this model, which has only recently been on the market, has recently reported some small problems.
More than 4000 rpm will jitter? Manufacturer: Normal
A well-known car critic recently bought a Dongfeng Citroen Versailles C5 X, but as soon as the new car landed, it was found that the car would have obvious shaking during the rapid acceleration of the engine above 4,000 rpm.
In response to this abnormal problem, the car reviewer drove the car back to the 4S shop for inspection, and after the 4S shop's after-sales specialist tested the car, he also felt that there was a significant shaking phenomenon.
So in accordance with the conventional process, the 4S store will also reflect the problem to the manufacturer, and then the manufacturer's technical engineering personnel also came to do further testing, and used some testing equipment, technical engineering personnel also confirmed the existence of jitter phenomenon, but also revealed that this situation is not only a technical problem, the final written reply also needs to ask the superior leadership.
At this point, the car reviewer did not have any objections. However, after a round of discussion and research by the manufacturer, the final test report caused controversy.
The report shows that the instrument did not detect abnormalities, and also said that after the engine speed climbed to more than 4,000 rpm, there was only "occasional slight vibration perception", and it was determined that there was no abnormal shaking phenomenon of the whole vehicle, which did not affect normal use. Finally, the manufacturer also recommends that the user of the vehicle comply with the important recommendations that must be strictly observed in the Versailles C5 X Manual during their daily use of the vehicle.
The subtext that leaks out from between the lines of the report is that the user is not using it normally, so the jitter is normal. In short, the manufacturer did not make any positive response to the abnormal jitter problem and technical explanation, which was a big push.
For the manufacturer's written report, the car reviewer said that he did not approve of some of the explanations. First, the engineer is manually driving and confirming the presence of jitter, and the vibration perception position is not only present in the steering wheel and the central armrest box, but also in other places. Second, he believes that the vibration amplitude is not a slight vibration, but a more serious degree. But whether it is a manufacturer or a car critic, it can be agreed that the jitter of the Versailles C5 X is indeed caused by acceleration, not by uneven pavement.
Finally, what he disagreed with was that if the jitter problem was normal, did it mean that all Versailles C5 Xs had the same problem before it was called "normal"? The so-called does not affect normal use, in fact, the jitter has made the driving quality of the whole vehicle deteriorate, he believes that it is affected.
For the manufacturer's suggestion to go back to read the manual, the car reviewer is more directly questioning, which one should the user comply with? The final answer was to comply with the "warning", "environmental protection" and "attention" signs in the manual, and the manufacturer did not answer what exactly violated.
Applying a unified caliber in case of trouble will lose the user's trust in the brand
The context of the matter is probably like this, although Dongfeng Citroen faces the problems raised by users in accordance with the corresponding process, but the final result is perfunctory in the form of "playing official", and does not really solve the problem, but makes users feel dissatisfied.
In fact, similar disputes also occur from time to time in many brands, ostensibly attaching importance to the needs of users and providing users with after-sales service, but the implementation is too formal and process-oriented, and the final problems or failures still exist. For the average user, the relevant technical knowledge of the car may not be well understood, and often give up continuing to protect their rights out of fear of trouble. But this time, Dongfeng Citroen is not so easy to pass in the face of a car critic who has a relatively rich understanding of automotive technical knowledge.
Is jitter abnormal? This situation may be encountered by users on many brand models, but most manufacturers will basically reply to the unified caliber like Dongfeng Citroen, with only "normal" as the standard answer. But in fact, the car critic had also test-driven the same model of test drive before, but he said that there was no similar problem in test driving at that time, and the self-purchased mass production car had a problem.
As for whether this kind of problem is an individual case, or a common disease of a model, the manufacturer naturally will not disclose, nor dare to disclose, coupled with the "formality" way to solve the problem, it is easy to lose the user's trust in the brand, so that the user suspects that the manufacturer is covering up the facts, even if the user's temper is good like the Buddha, it will produce emotions because of this.
If it is really normal, does it mean that the versailles C5 X's engine exceeds 4000 rpm, and the engine throttle is not normal? As a fuel vehicle produced in 2021, if this situation is also regarded as abnormal operation, can such a car still be regarded as a qualified product?
At last
After-sales service should not be just formalism, but also should not ignore the actual problems, call it a "normal" phenomenon, if you sincerely want to solve the problem for the user, there must be a practical solution, should not just simply do the test, and then reply to the user with a cold and simple and rude caliber.
Of course, this incident has obviously not come to an end, but I hope that Dongfeng Citroen can really pay attention to the problem and finally formulate a practical solution to the problem, so that the users of versailles C5 X can feel the responsibility and responsibility of the big brand.