January of this year
Mr. Zhu of Guiyang, Guizhou, is driving on the road
Someone rear-ended
After the accident is handled
He took the car to the 4S shop for repairs
But what happened next surprised him
Not only was the car not repaired
Just fix it
At that time, when the accident occurred, the rear of Mr. Zhu's car was hit not lightly, and the trunk of the car had sunk into it. After delivering the car to the 4S shop, the insurance company staff communicated with him about the repair plan.
Mr. Zhu: It is to replace the part that was damaged in the back, the fenders, tail lights, and tail bars after cutting, and I agree with this plan.
Mr. Zhu's home is not far from the 4S store
From time to time, he would come to see the progress of the repairs
But last month when he came to the store
I was directly stunned by the sight in front of me
Mr. Zhu: I found that they cut my car directly in half from the middle, and the bottom plate of the total beam was cut in half. And they are welded with the remnants of the scrapped vehicle, and they are used, and the back part is damaged and there are traces of use.
In the video provided by Mr. Zhu, his car can be seen being cut in half directly from the rear seat position, and the whole car is split in two. A good car repair becomes a "cut car", and Mr. Zhu can't accept it no matter what.
Mr. Zhu: Because he cut the bottom plate of this girder, it will cause great damage to the structural safety of the car. It is not safe for this car to drive on the road. The place where he welds is very fragile, and if there is a second traffic accident, a second impact, it is easy to break it.
Mr. Zhu told reporters
The 4S shop before cutting his vehicle
No consultations were held with him
Wait until he knows the situation
Raw rice has been cooked into cooked rice
Mr. Zhu: The most important thing is that he cut the bottom plate of the girder, and I should be informed. Fortunately, I am close, every day to see, if far away, otherwise I don't know if it is fixed.
Just bought a new car for a few months
It became like this
Mr. Zhu did not dare to drive on the road anymore
Before that
He always thought
Vehicle repairs only require cutting rear fenders
Mr. Zhu: My appeal is that this car cannot be used, help me change a car, do not ask for a new car, and the same number of kilometers and years as my car, I can accept it, but he must compensate for my transportation expenses during this period.
subsequently
The reporter arrived with Mr. Zhu
Repair of vehicles
Changan Auchan Guizhou Wanyou Baiyun 4S store
Zhang Lian, general manager of Changan Auchan Guizhou Wanyou Baiyun 4S Store: You show me the plan of the insurance company you are talking about. Did you receive this, or did he receive it?
Reporter: He received it.
Zhang Lian, general manager of Changan Auchan Guizhou Wanyou Baiyun 4S Store: Because our service station manager told us to do it, give him money and get it for him, and then our side is to get it for him according to the actual situation.
Zhang Lian, the general manager of the 4S store, said that in order to verify the claims of both sides, Zhang Lian dialed the phone of the insurance company staff on the spot.
Zhang Lian, general manager of Changan Oushang Guizhou Wanyou Baiyun 4S store: Because our insurance commissioner here said that you gave us this plan on one, just how much money to do, and then you give the customer a very detailed cutting plan and maintenance plan, our after-sales side is not received, who are you sending this maintenance plan.
Insurance company staff: This loss list is given by the general manager, does he not know? Zhang Lian, general manager of Changan Auchan Guizhou Wanyou Baiyun 4S Store: The fixed loss list is the fixed loss list maintenance plan is the maintenance plan. The client said it was you who gave it to him.
Insurance company staff: What suggestions do customers have that we have clearly informed him on WeChat, what is the problem? Zhang Lian, general manager of Changan Auchan Guizhou Wanyou Baiyun 4S store: Yes, it is this plan that you told him on WeChat, and you did not inform us of the after-sales service. Insurance company staff: "How come there was no information?" Zhang Lian, general manager of Chang'an Auchan Guizhou Wanyou Baiyun 4S store: Saying that we did not tell him, then take out the evidence on the spot, ah, the evidence you gave him, you are now sending me ah, don't you want to inform him? Send me the evidence to inform him.
During the phone call, the two sides disagreed, and the 4S shop insisted that they were only repairing the vehicle at the price offered by the insurance company. As for the repair method, the insurance company did not communicate with the customer himself.
Long Xiaobo, after-sales supervisor of Changan Auchan Guizhou Wanyou Baiyun 4S store: Our accident commissioner has never received it, because at that time we reached a preliminary agreement with the insurance company, they agreed to our side to repair his vehicle, but the maintenance is specific, we repaired the car, repaired to the same as the new car.
Mr. Zhu: When you get to the workshop. I told you, but what you said was to cut only one side position and draw a trace by hand. I didn't agree to repair it until the back fenders, and that's what you told me at the time, but you didn't tell me at all that I was going to cut to the girder, and we didn't get some text notifications from you, at least you had to tell me to agree to the cutting.
Reporter: Because the insurance company issued a reference opinion, the specific operation is you, have you informed the customer of this aspect?
Long Xiaobo, after-sales supervisor of Changan Auchan Guizhou Wanyou Baiyun 4S store: We are saying that we do not have written things.
As for what Mr. Zhu mentioned
Replacement of vehicle parts
There are traces of use in this case
Long Xiaobo, the after-sales supervisor of the 4S store
An explanation was also made
Long Xiaobo, after-sales supervisor of Changan Oushang Guizhou Wanyou Baiyun 4S store: Our original intention is to ensure that the time for this car to repair the car quickly is faster, and the effect is better, because it is especially necessary to cut on both sides, and the bottom plate is to be cut, and then it is necessary to re-weld, and there are many places where the damage to the car is particularly large. At that time, we ordered from the manufacturer's side, ordered a whole piece behind the test vehicle, and they sent a whole piece of splicing and welding like this.
Due to the staff of the insurance company
Inconvenience to come to the scene
The reporter was at the scene
Two hours of coordination
In the end, the two sides reached an agreement
Long Xiaobo, after-sales supervisor of Changan Auchan Guizhou Wanyou Baiyun 4S store: We also agree with this kind of replacement of the shell assembly for him. Let's all give him this matter to deal with. From March 6th to his pick-up, his taxi fare was paid according to our Chang'an standard of 120 yuan a day. Anyway, I basically make a promise for him at this time, make a ticket, and when the car is repaired and picked up, I will compensate him from the traffic expenses generated by this and deal with things.
Mr. Zhu: Yes.
Source: People's Concern