Spent nearly 250,000 to buy an Audi Q3, unexpectedly, the car was only 8 days window leaking! Recently, Mr. Liang, a citizen of Suzhou, spat bitterly to the Yangtze Evening News/Purple Cow News reporter. After the incident, Mr. Liang contacted the 4S shop for the first time, and the reply he got was: "You need to remove the roof of the car to check the cause of the water leakage, and there is no guarantee that it can be repaired at one time." The new car needs to be demolished and repaired, and it cannot be guaranteed to be repaired at one time, and the solution and tough attitude of the 4S shop make Mr. Liang unacceptable. At present, after the Intervention and Mediation of Wuzhong District Bureau of Commerce and other parties, the 4S shop still only agrees to repair the car and does not agree to change the car.
So chagrin! Driving a new car home for the New Year, driving and finding water dripping near the co-pilot's visor
On March 5, a reporter from The Yangtze Evening News/Purple Cow News met Mr. Liang and his wife, Ms. Gong, in the parking lot of Suzhou Guoxing Automobile Service Co., Ltd. Mr. Liang introduced: "On January 21, I spent a total of nearly 250,000 yuan in this 4S store to buy an Audi Q3. Ms. Gong then added: "This was bought with the money our family saved for a year in Suzhou Province. ”
Driving home in a new car for the New Year would have been a joy, but the little couple couldn't be happier. What's going on? Ms. Gong told reporters that Chinese New Year's Eve, that is, on January 29, the couple drove a new car back to their hometown, it was raining that day, and when they drove on the road, they found that the co-pilot's visor was dripping down. "We were in a very bad mood and didn't have a good year." Ms. Gong said: "'Audi' is a brand that is more recognized by the public, and we can't figure out why this problem occurs." ”
Speaking, Mr. Liang showed the reporter a video taken on the day of the leak, in the video, it was raining outside the car, and the inside of the car was also "raining"! On the day of the 5th, the reporter also carefully observed in the car and found that there were still dry water marks on the visor. Mr. Liang said: "The new car has only been bought for 8 days, and our appeal is to change to a new car without problems. ”
4S shop: "It's normal that there is a bit of a problem with the car, and everyone's acceptance level is different, like we are more acceptable." If you have a problem, take it and fix it. ”
With this appeal, on the morning of February 10, Mr. Liang and his wife came to the 4S store. The maintenance workshop master of the 4S shop climbed up to the skylight to check and said, "Glue is enough." Mr. Liang was very puzzled: "Originally it was a new car that I just bought, why should I glue it?" The maintenance master called the workshop technical manager again. After inspecting it, the technical manager proposed two solutions: one was to replace the sunroof, and the other was to reopen a diversion hole in the skylight to drain the water. Mr. Liang asked, "Can you guarantee that it will be repaired?" The workshop director said: "This cannot be guaranteed. ”
Receiving such an answer, Mr. Liang found the after-sales manager of the 4S store, but the tough attitude of the after-sales manager made Mr. Liang collapse directly, Mr. Liang said: "At that time, the other party's attitude was very tough, saying that only the problems in the 'three-pack method' could be replaced, and the sunroof leakage could only be repaired." ”
Subsequently, Mr. Liang took the initiative to run to the sales workspace and found the sales manager. After describing the problem again with the sales manager, the sales manager told Mr. Liang: "Replace the entire car window." The surrounding staff said in shock: "So serious! ”
All the staff told Mr. Liang that the sunroof leak could only be repaired. Mr. Liang hoped to communicate directly with the leader of the 4S store, but the staff told him that the leader was holding a meeting outside. Mr. and Mrs. Liang did not die, and waited until about 17:00 in the 4S store, and finally met the service director Wang Sheng. Unexpectedly, after Wang Sheng learned about what had happened, he said, "Repair, it's not that I don't help you solve it, go and repair it." He also told Mr. Liang: "It is normal that there is a problem with the car, and everyone's acceptance level is different, like we are more acceptable." If there is a problem with my car, I will take it and fix it. Hearing this, Ms. Gong, who had been holding back all day, took the case and rose up, and her emotions were completely ignited, and on that day, the problem was not solved.
The next day, Mr. Liang came to the 4S shop again, he directly asked Wang Sheng about the cause of the water leakage in the skylight, Wang Sheng said: "We suspect that the water guide tank inside the frame is in the process of movement, the water crosses the water baffle, and there is a slight leakage of water." At the same time, Wang Sheng also admitted that this was caused by quality problems. Mr. Liang proposed that he hoped that the whole car would be extended for one year to avoid further problems behind the new car, but Wang Sheng only agreed to send one maintenance and sunroof extension for one year.
Wuzhong District Bureau of Commerce has communicated and mediated many times, and the 4S store has different statements before and after
In the case of repeated fruitless negotiations with the 4S store, on February 10, Mr. Liang dialed 12345 to reflect the situation.
On February 12, the Wuzhong District Bureau of Commerce intervened in the mediation, and the staff of the Commerce Bureau comforted Mr. and Mrs. Liang on the phone, saying: "Your request is very reasonable, rest assured, we will help supervise the 4S store." The official statement has greatly eased Ms. Gong's mood on the verge of collapse.
On February 13, the staff of the Commerce Bureau went to the 4S store to help mediate, and after the end, they called Mr. Liang and told him: "The other party agreed to change the car, but the purchase tax could not be refunded." ”
On February 18, Mr. Liang received a text message from the Wuzhong Bureau of Commerce, and the content of the text message was different from the content of the previous telephone communication. The reporter saw that the text message content was: "The merchant agreed to change the car, but to pay a purchase tax of 20,000 yuan to recover the car, because the roof leakage problem does not meet the standards of the three-pack law, the 4S shop can not knock the return certificate seal, many negotiations have been fruitless, it is recommended that the public take the judicial procedure." ”
On March 5, according to the phone number left by the Wuzhong District Bureau of Commerce, Mr. and Mrs. Liang found sales manager Zhu Xiaoxiao and after-sales manager Zhang Xiuqi. Zhu Xiaoxiao said after learning that Mr. Liang wanted to change cars: "This is absolutely impossible! Ms. Gong was indignant at Zhu Xiaoxiao's rebellion, and Zhu Xiaoxiao left the scene directly after the verbal dispute between the two sides.
After that, Ms. Gong showed reporters and Zhang Xiuqi the recording of the previous call with Zhu Xiaoxiao, in which Zhu Xiaoxiao said: "If you want to change the car, you can only sell it to us at the price of a naked car, and then you buy a car from us." Zhang Xiuqi resolutely told reporters: "It is impossible to change the car with water leakage on the roof, which does not conform to the 'three-pack law'." ”
Lawyer: Does not meet the conditions for replacement and return, can be repaired free of charge, 4S shop should try its best to do a good job in customer service
In response to this matter, the Yangtze Evening News/Purple Cow News reporter interviewed Mr. Lan Tianbin, a partner of Jiangsu Fade Dongheng Law Firm, and Mr. Wang Zhongyi of Jiangsu Guanqian Law Firm. Both lawyers mentioned that: According to the "Provisions on the Responsibility for Repair, Replacement and Return of Household Automobile Products", within 60 days from the date of the seller's invoice for the purchase of the car or within 3,000 kilometers of the mileage (whichever comes first), the household automobile product has a steering system failure, brake system failure, body cracking or fuel leakage, and the consumer chooses to replace the household automobile product or return the product, the seller shall be responsible for the free replacement or return. During the validity period of the three guarantees of household automobile products, the steering system, braking system, suspension system, front/rear axle, and the same main parts of the body cannot be used normally after a cumulative replacement of 2 times due to their quality problems, and if the consumer chooses to replace or return the goods, the seller shall be responsible for replacing or returning the goods. During the validity period of the three guarantees of household automobile products, the cumulative repair time due to product quality problems exceeds 35 days, or the cumulative repair time due to the same product quality problems exceeds 5 times, consumers can present the three-pack voucher and car purchase invoice, and the seller is responsible for replacing it.
Wang Zhongyi told reporters: "Although the owner of the car cannot meet the conditions for returning and replacing the car, but because it is still within the warranty period, there is a product quality problem, and the owner can repair it for free with three guarantees of vouchers, including working hours and material costs." If the car is repaired for more than 5 days, the owner is entitled to use the spare vehicle. ”
Lan Tianbin said: "The new car leak is indeed disappointing, but from the current relevant regulations, it generally does not meet the conditions for replacement or return, and can request free maintenance." At the same time, 4S stores should try their best to do a good job in customer service. ”
Intern Zhou Ling Yangzi Evening News/Purple Cow News reporter Yu Suyun
Proofread by Li Haihui