Recently, Ms. Cao of Shanghai told the surging quality reporting complaint platform (https://tousu.thepaper.cn) that a Porsche Macan S model car she purchased in November 2021 was found to have continuous oil leakage on the chassis of the vehicle on March 8, 2022, after more than four months of normal driving.
Ms. Cao said that she sent the car to the Porsche Center 4S store in Shanghai Putuo (hereinafter referred to as the "Putuo 4S store") and the Porsche Center 4S store in Pudong (hereinafter referred to as the "Pudong 4S store") where the car was purchased, but the maintenance staff said that the location of the oil spill could only be determined in the transfer box, and the specific cause of the oil spill could not be determined.
On March 10, after the "Pudong 4S store" overhauled, it said that the transfer case had been dismantled and cleaned, and there was no oil leakage problem for the time being, and promised to continue to track the vehicle for a week to observe the driving situation. Ms. Cao was worried about the safety hazard of failing to eliminate the real fault and asked to return the car, but the 4S shop said that it would only repair and not return, and the two sides have not been able to reach an agreement.
Consumer-provided photos of the appearance of the new car
The new car on the road for 4 months found the bottom of the oil leak, 4S shop: the specific reason is unknown
Ms. Cao booked a Porsche Macan S vehicle at the Pudong 4S store in March 2021, with a total landing price of more than 800,000 yuan, and picked it up on November 5, 2021. She said that on March 8, 2022, more than four months after normal driving, when she parked in her parents' garage, she was reminded by her parents to see two beaches of fresh oil on the ground. After reversing the inspection, it was found that the bottom of the vehicle was leaking oil.
She said that on the same day, she drove the vehicle to the Putuo 4S shop for maintenance, and the staff said that it was speculated that the screw was loose, but it was impossible to determine the cause of the oil spill, but only tightened a screw in the transfer case. The putuo 4S store clerk suggested that she send the car to the Pudong 4S store for maintenance, saying that if it involved claims, it would need to negotiate with the car purchase store.
At noon on March 9, Ms. Cao went to pudong 4S store for after-sales maintenance. She said that the staff cleaned the gearbox and applied talcum powder on the outside, and found that there was still oil leaking out of the gearbox, and the clerk speculated that there was a problem with the oil seal of the transfer box and needed to be disassembled and inspected, and suggested that Ms. Cao store the vehicle in the store for further maintenance.
The transfer case is installed behind the engine, generally installed in the middle of the vehicle, the role is to distribute the power of the engine, can output the power to the rear axle, or at the same time output to the front and rear axles.
On the left, the Putuo 4S store installed the baffle on March 8, and the right is the photo of the bottom of the car after the Pudong 4S store opened the baffle at noon on March 9. Consumer Courtesy of image
On March 10, the after-sales staff of the Pudong 4S store gave feedback to Ms. Cao that after removing, cleaning and reinstalling the transfer case, no other operations were performed, "(Test) ran 3 laps, and no oil leakage was found at present", but it was not clear the specific cause of the oil leakage of the vehicle. The after-sales department promised that it would follow up the return visit for a week to observe the driving situation of the vehicle, and if there was another oil spill, it could be opened for maintenance at any time.
However, Ms. Cao was dissatisfied with the cause of the oil spill that could not be detected by the two 4S stores, and worried that the real fault could not be eliminated and there was a safety hazard, so she asked the Pudong 4S store to return the car. She said that after-sales personnel said that the vehicle can not be returned, can only be repaired, there is no cash compensation, can only choose to give maintenance services, one-year extended warranty or gifts with brand logo. "They said that if they really wanted to make a claim, they would have to take it apart to see the seriousness of the problem."
On the evening of March 10, Ms. Cao drove the vehicle home from the Pudong 4S store and will continue to observe the driving situation of the vehicle. At present, the two sides have not yet reached an agreement on compensation and replacement.
Porsche customer service: The same part is repaired 5 times and there is still a problem, which can be returned or exchanged
The surging news reporter called the official customer service of Porsche and the after-sales department of the Pudong 4S store as a consumer. According to the official customer service, Porsche's vehicle warranty is 3 years or 100,000 kilometers, which can be repaired within the warranty; the validity period of the three guarantees is 2 years or 50,000 kilometers, which can be returned and exchanged. The vehicle leakage of the transfer box belongs to the warranty scope, the owner needs to send the vehicle to the official Porsche 4S store, after disassembly the warranty test, the store will be repaired according to the warranty process. According to the store maintenance record, if the same part is repaired 5 times and there is still a problem, it can be returned and replaced.
Pudong 4S store after-sales staff said that when the owner buys a new car, the factory will give away a three-year warranty on the whole vehicle. Except for wear parts such as tires and brake pads or human-caused damage to the vehicle, any malfunction of the vehicle during the warranty period can be repaired at the official 4S shop. If the issue of vehicle return and replacement is involved, it should be handled in accordance with the national "three guarantees" policy.
Repair orders provided by consumers
Zhao Liangshan, a senior partner at Shaanxi Hengda Law Firm and a well-known public interest lawyer, told The Paper that the vehicle purchase vouchers and maintenance records provided by Ms. Cao show that the vehicle she purchased was still within the "three guarantees" period. However, the vehicle oil leakage and the cause has not yet been clarified, which is a general situation related to maintenance, and article 24 of the "Provisions on the Responsibility for Repair and Replacement of Household Automobile Products" applies:
"In any of the following circumstances during the validity period of the three guarantees, if the consumer chooses to replace the household automobile product or return the product with the car purchase invoice or the three guarantee voucher, the seller shall replace or return the product:
(1) Where repairs have been made twice due to serious safety performance failures, but the faults have not been ruled out or new serious safety performance failures have arisen;
(2) The engine, transmission, power battery, and driving drive motor have been replaced twice due to their quality problems, and they still cannot be used normally;
(3) The same major parts of the engine, transmission, power battery, driving drive motor, steering system, brake system, suspension system, transmission system, pollution control device, and body are replaced twice due to quality problems, and still cannot be used normally;
(4) The cumulative repair time due to quality problems exceeds 30 days, or the cumulative repair time due to the same quality problems exceeds 4 times. ”
Shen Haidong, a partner lawyer at Shanghai Zhengce Law Firm, told the surging news that if the transfer case leaks again and cannot be repaired, the consumer can return the vehicle with the relevant vouchers, and the seller should return and replace it.
Zhao Liangshan also said that if the consumer and the 4S shop fail to negotiate, the owner can choose to report to the local consumer association or the market supervision bureau, and the local consumer association or market supervision bureau will mediate; or directly appeal to the court, and the court will rule according to law.