Reporting
Ms. Liu of Fuzhou recently reported to FM All Media "Rights Protection Super Power" that a Mawei Huajun Tianyuan Chevrolet 4S store suddenly closed down, and the maintenance coupons she had previously purchased in the store could not be used anymore, and when she asked for a refund, she had a dispute with the 4S store.
In October 2021, Ms. Liu went to the Huajun Tianyuan Chevrolet 4S store in Mawei District, Fuzhou to maintain her Cruze. The sales staff recommended that she buy a preferential package for car maintenance, buy five car maintenance coupons and get three free, each coupon is worth 428 yuan, plus 100 yuan so-called cost fee, a total of 2240 yuan. Ms. Liu felt that the price was reliable, and she could use it in the future, so she bought it now and went to the store again in December to maintain it.
But on January 26 this year, when Ms. Liu went to this 4S store again, she was dumbfounded, and the whole store went to the empty building and was not in the normal business state.
Ms. Liu
"At that time, there were two customer service girls in the store, and I learned when I asked that the original 4S store had reported bankruptcy and closed down."
Ms. Liu previously used only 2 car maintenance coupons purchased at Huajun Tianyuan Chevrolet 4S store, and the remaining 6 coupons have not been used. She believes that since the 4S shop has closed down and cannot continue to provide maintenance services in the future, it should return the remaining 6 maintenance coupons to her according to the equivalent amount (that is, 6 * 428 = 2568 yuan). However, the customer service said that the coupon could not be refunded, but you can go to the Toyota 4S store next door to continue maintenance.
Ms. Liu went to the Toyota 4S store next door, but felt that the service attitude of the other party was not enthusiastic, "after all, it is not the same brand, let the Toyota store serve Chevrolet owners, they are really not willing." In the end, Ms. Liu chose to go to another Chevrolet 4S store for self-payment maintenance and repairs.
FM all-media reporter called the customer service hotline of Huajun Tianyuan Chevrolet 4S store. Customer service said that the 4S store is currently closed, but the customer service hotline is still open to handle the follow-up affairs of some car owners. In response to the problem of Ms. Liu's maintenance coupons, the company has transferred customers with maintenance coupons to the Toyota 4S store next door to provide services. Customers can also refund the voucher, but the portion given away is non-refundable.
4S shop customer service
"Many 4S stores will have our kind of maintenance coupons to buy how much to get how much to get away with the promotion, but if consumers want to return, it is impossible to count our preferential gifts in it." The specific reason for the closure of the store is not clear to me, there are announcements posted at the entrance of the store, and I have also called customers one by one to explain it. ”
For Ms. Liu's appeal, the customer service suggested that she go to the Toyota 4S store next door for consultation. "We've closed the store, and basically everyone in the department has left, so we can only ask Toyota about maintenance coupons."
The two sides were deadlocked, and Ms. Liu then complained to the Mawei District Market Supervision Administration. However, after consultation, Huajun Tianyuan Chevrolet 4S store still only agreed to refund three maintenance coupons, not to refund the two gifts, and said that other customers had no objections. Such a statement made Ms. Liu very confused.
"Whether it's a 'gift' or not. My 8 maintenance coupons are exactly the same, have the same value, is the 4S store itself closed down can not perform maintenance services. ”
Zhou Lin, a special lawyer of Fujian Xinshitong Law Firm, said that it is obvious that the 4S store defaulted first and should compensate consumers for actual losses. No matter how much the consumer buys the maintenance coupon, or what kind of preferential measures the merchant uses, after the business goes out of business, the actual loss of the consumer is the remaining 6 maintenance coupons, and the merchant needs to compensate the amount of 6 maintenance coupons.
Lawyer Zhou Lin
"The process of giving is irreversible, and after the merchant defaults, it cannot recover the value of the part of the gift to the consumer." Merchants let consumers go to other 4S stores to use maintenance coupons, which is a contract change, if consumers do not agree, the merchant is still obliged to refund the maintenance coupons in full. ”
The follow-up progress of the incident, "Rights Protection Super Power" will continue to pay attention.
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Reporter: Peter King
Producer: Chaoyi
This article is the original manuscript of Fujian FM All-Media
Unauthorized reprints or excerpts may not be made