In response to the joint protection of 68 EQC car owners due to the failure of the vehicle motor, Mercedes-Benz responded

Reporter | Zhou Chunliang

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On January 24, Mercedes-Benz officially responded to the incident in which a number of Mercedes-Benz EQC car owners initiated rights protection due to the failure of the motor of the purchased vehicle.

According to Mercedes-Benz, it and its relevant dealers have paid attention to the centralized feedback of some EQC customers on the use of their vehicles, and have obtained relevant information about participating customers through compliance channels and with the authorization of customers.

According to Mercedes-Benz in its response, most of the customer's vehicles have been tested or repaired and put into normal use; there are still a few customers whose vehicles have been repaired and waited at the dealership for the customer to pick up the car. In addition, Mercedes-Benz is also contacting these customers one by one to understand customer concerns and respond to customer concerns in a targeted manner. In addition, Mercedes-Benz also said that it is studying customer feedback on the use of vehicles, and will develop specific product optimization plans based on this.

According to the reporter's understanding, the cause of this incident is that 68 Mercedes-Benz EQC owners jointly issued a statement because of the motor failure of the vehicle they purchased, asking the car company to give a reasonable answer.

According to the owner's feedback, 1-2 months before the motor failure of the Mercedes-Benz EQC, the central control screen prompted the "filling coolant" specification after the vehicle started, and after opening the front cabin cover, the coolant was significantly reduced. After finding the "fill coolant" prompt, go to the 4S shop but can not check the cause, the final treatment is to continue to fill the coolant. However, the added coolant penetrated into the motor, eventually causing the motor to fail, making it impossible for the vehicle to start properly.

For this problem of vehicles, the ultimate solution given to the owner by the Mercedes-Benz 4S shop is the need to replace the motor. And some car owners also need to replace the power battery. However, the model's motors need to be imported from Germany, so the repair time is as long as 35 days or even longer.

For this solution, the owner said that it was "a cure for the symptoms, not the root causes". In this regard, some car owners asked the 4S shop to issue a detailed work order, a motor failure report, and the reason for replacing the motor, but they were refused.

Based on this, the owner of the Mercedes-Benz EQC believes that Mercedes-Benz deliberately conceals the truth of the problem and denies that the product design is flawed.

The Mercedes-Benz EQC is a pure electric SUV model launched by Mercedes-Benz Automobile in November 2019, with an official price of 499,800-57.98 million yuan and a comprehensive cruising range of 415km at NEDC.

For the official response of Mercedes-Benz this time, some car owners said that it was "more perfunctory".