Who is the problem car?
3.15 Consumer Protection Day Special Program
During the March 15 period of 2021, due to the exposure of problems with the QX60 gearbox of imported models, Infiniti China issued a statement saying that it would refund the owners who had such problems during the extended warranty period and repaired them at their own expense. However, recently, some Changzhou car owners have reflected that it took nearly a year to apply for a refund, but it has been fruitless, why can't the auto manufacturer's refund promise be fulfilled?
Owners spend tens of thousands of dollars to repair the gearbox
The application for a refund has been fruitless for nearly a year
In 2014, the family of Mr. Li (pseudonym), a citizen of Changzhou, spent more than 600,000 yuan to buy the Infiniti imported model QX60; in 2019, because of frequent problems such as failure to step on the accelerator, Mr. Li spent 12,050 yuan to repair the gearbox at the Infiniti 4S store in Changzhou. However, on March 16, 2021, Infiniti China issued a statement that gave Mr. Li the idea of applying for a refund.
"I watched the CCTV party, and I found that many car owners have the same problems as me, knowing that my matter is the problem of Infiniti itself." Infiniti itself issued another announcement saying it could go and refund the money. Changzhou 4S store said that there is this matter, they will give me an application for a refund of this money, and then apply for a year now," Mr. Li said.
Infiniti Customer Service:
If there is a refund commitment, you should contact the 4S store to deal with it
According to the statement, Infiniti China decided to extend the warranty period of the QX60 gearbox of the imported model to "8 years or 200,000 kilometers"; at the same time, if the owner repairs or replaces the transmission at the brand's authorized dealer during the above-mentioned extended warranty period, the relevant fees will be refunded after verification.
However, Mr. Li's application for a refund from the 4S store has not been successful for nearly a year, and even if he calls the Infiniti China customer service phone for help, he is still told to provide the payment voucher and then the 4S store will handle it.
Applying for a refund is difficult for a year
It makes the owner angry and helpless
The apology statement is sincere, the refund promise is true, and the actual refund is set up with many obstacles. In this regard, Mr. Li was very angry:
"I feel very angry, because I don't believe what I say, after the whole country exposed their matter, then they immediately apologized to the people of the whole country, and then they did a good job of public relations, and then they said a set of words, and did not do it at all."
4S Shop offers a tax deduction and refund program
It is said that the cash refund time is long
On March 9, the reporter accompanied the owner to the Changzhou Wenhua Infiniti 4S store to apply for a refund again, but the staff provided a plan to return the maintenance coupon, and also claimed that the tax point of more than ten percent of the amount of the maintenance invoice must be deducted. When the reporter repeatedly stressed that the cash should be returned, although the other party reluctantly agreed, it said that the refund time would be very long, and also took out a stack of customer materials that applied for the refund of maintenance coupons to show that this was a conventional refund program.
Promises of refunds are greatly discounted
4S shop spit bitter water said that it is not easy to find manufacturers
Infiniti obviously promised a refund in the official statement, why did it get to the 4S store but it was greatly discounted? In the face of reporters' questions, the staff also spat bitterly, saying that it is not easy to want Infiniti manufacturers to refund, as dealers, they have advanced a lot of money for this, and they have not received it to this day.
The staff said: "This is going to ask him to refund the money, it is really not a little time." You think too well, I have not returned a penny to us by the manufacturer so far. We can't always advance money all the time, we can always advance money. In fact, to put it bluntly, we are caught in the middle, and it is the most uncomfortable."
After many negotiations, bargaining, and arguing according to reason, the Changzhou Wenhua Infiniti 4S store finally refunded all the maintenance costs of 12,050 yuan to the owner, but whether other car owners can also get a cash refund in full is still unknown.
What the lawyer says:
Refund commitments are legally valid
Rights can be enforced through litigation
(Zhang Sai, lawyer of Beijing Yingke (Nanjing) Law Firm)
In this regard, Zhang Sai, a lawyer at Beijing Yingke (Nanjing) Law Firm, said that Infiniti's statement on the QX60 gearbox of imported models after media reports is a legal promise and has legal effect after it is made.
He believes that consumers can directly contact the 4S store to ask the other party for a refund; but because the promise is made by the Infiniti manufacturer, if the coordination of the refund fails, it is recommended to protect the rights through litigation, requiring the 4S store and the Infiniti manufacturer to jointly bear the corresponding legal responsibility.
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