Mr. He, a resident of Liuzhou, told the hotline that he purchased a JAC pure electric vehicle in December 2016. At that time, the merchant promised the vehicle to last 200 kilometers and the battery could be guaranteed for 8 years. In June 2021, he felt that the battery life had dropped significantly. Therefore, he drove the car to Jianghuai's after-sales shop in Liuzhou for maintenance, and repaired it to make the endurance 20 kilometers. As of January 4, the car had been parked at the Zhengyong Automobile Service Store on Liugong Avenue and had not been processed for nearly 50 days.
The range of 200 km becomes 20 km
He introduced that in 2016, a friend helped him buy this car in Jinxiu, which has always been used by him. In March 2021, the endurance slowly dropped to 100 kilometers. Later, the charge reached 90%, and after stopping for two or three hours, it became 60%.
At that time, he drove the car to Liuzhou Yongshun Automobile Co., Ltd., which was then a Jianghuai Automobile, for repairs and repaired it twice. After a few days of use, there is a situation where the full charge is not used, and the power drops quickly. He applied for a replacement of the battery.
In September 2021, he drove back to his home in Luoman Town, Liunan District, where he still had 37% of the electricity left, but suddenly could not drive at the intersection of Liubei Expressway, and he had to hit Didi to go home.
After repairs, it took a few days and found that the endurance was only 20 kilometers. Later, I broke down again, called the trailer phone, and the tow truck was The Yong Automobile Service Store in Liuzhou City. Since November 16, 2021, the car was towed to the Zhengyong store, and more than a month has passed, and it has not been satisfactorily handled. In desperation, he found this newspaper for help.
"I don't pay compensation, but I'll have to pay for parking." Mr. He said that the customer service of Zhengyong Store informed that the reason for the charge was that the car had been parked for a long time and had not been processed, occupying a parking space.
Multi-party communication has been delayed
For more than a month, He was also contacted by many parties, but the responses of many parties were different, and in the end there was no agreement.
He said that on the day that the car was towed to the Zhengyong store, the customer service said that the person who arranged the manufacturer to communicate with him was handled, and he waited in the store for an afternoon, and no one communicated with him until the end of work.
I called the customer service hotline many times and did not get satisfactory handling. Later, he called Liuzhou 12315 for help, because the manufacturer was in Hefei, Anhui, and the staff suggested that he report to 12315 where the manufacturer was located.
He communicated with the Hefei 12315 Center for many times, which communicated with the manufacturer, and the manufacturer gave three solutions: first, continue to repair the battery; second, wait for the manufacturer to provide battery pack replacement; third, the manufacturer recycled the vehicle at a low price. He wants to change the battery.
In addition, He learned that according to the provisions of the three guarantees, if the time for each repair of the car due to product quality problems (including waiting for the repair of spare parts) exceeds 5 days, the merchant should provide the consumer with a spare car or give reasonable compensation for transportation costs. However, zhengyong shop did not provide a car, nor did it give compensation, and said that only maintenance was given to the spare car or compensation, and the replacement battery was not.
In late December 2021, he received a call from the staff of the Zhengyong store saying that he could recycle his car for 5,000 yuan. He thought the price was too low and simply refused.
After-sales convey the meaning of the manufacturer
On December 31, 2021, the reporter and He came to the Zhengyong store together. The store staff said Ho's car had been parked in the store for too long, and the maintenance office had limited parking spaces, so they had to move the car to other places in the surrounding area. It's other places that have to pay for parking, not they have to charge. As for the delay in the handling of this matter, the staff said that it was because of the delay in communicating in the store.
If the phone is not agreed, what is the point of communicating in-store? On the same day, He clearly stated: first, do not repair the battery; second, change the battery pack, hoping that the other party can give a term and provide spare car or cash compensation; third, the recovery price of 5,000 is too low, hoping to reach 25,000-30,000 yuan.
The staff said that because the car has been produced for a long time, there is currently no battery pack, and as for when there will be, the manufacturer is not sure, they can not give the deadline. As for providing spare cars or cash compensation, these are also the responsibility of the manufacturer, the manufacturer said that only maintenance is provided, replacement battery packs are not provided, they just convey the manufacturer's meaning. As for the price of recycled vehicles, it is assessed by a third-party agency.
He proposed that the three-pack law stipulates that there is a spare car or cash compensation for repairing vehicles for more than 5 days, is it only maintenance battery that counts as maintenance, and replacing the battery pack is not counted as maintenance? In addition, the staff are conveying the meaning of the manufacturer, and he hopes that the other party will provide the telephone number of the person in charge of the manufacturer and let him communicate directly with the manufacturer. The other party said that it would give feedback to the manufacturers on these opinions.
On the morning of January 4, the reporter called the national hotline of Jianghuai Automobile's customer service again to reflect on the matter. No reply was received until 6 p.m. In the afternoon of the same day, Zhengyongdian replied that there was no further way to deal with it as the last time it communicated in person.
Lawyer: Replacing the battery should also be regarded as maintenance
"Replacing the battery is also a repair." Li Faxiang, a lawyer at Guangxi Zhihe Law Firm, said that the state's laws and regulations are to protect the rights and interests of the people, and the manufacturer has misinterpreted the three guarantees. According to the regulations, He's car has been parked in the store for so long and has not been handled well, and the 4S shop or manufacturer should provide spare cars or cash compensation.
In view of this matter, if the two sides fail to negotiate, Li Faxiang suggested complaining to the Consumer Association and other departments and applying for mediation by relevant departments. If mediation fails, an application may be made to the arbitration department to apply for arbitration. In addition, it is also possible to file a lawsuit with the court.
If the vehicle recycling price proposed by the other party is not recognized, how can it be determined by a qualified third-party agency?
What evidence is needed for prosecution and how is the specific amount of cash compensation determined? Li Faxiang said that if he wants to sue, he needs to prepare relevant evidence such as car purchase invoices, maintenance documents, and battery mileage reduction. The amount of cash compensation can be calculated according to the market price, the unit price of renting the same type of car per day.