Jimu news reporter Liu Dongli
Before buying a car, Wuhan citizen Xiaoliu did not hesitate to place an order to buy an electric vehicle under the publicity offensive of the shopkeeper's "friend", but after returning home, he found that this electric car was not only expensive, and the mileage was not far from the 100 kilometers advertised by the previous shopkeeper.
On March 20, Xiao Yanagi complained to the Jimu News reporter that the owner of the shop was good at "changing his face": he said "friend" and "brother" before buying, but when something went wrong, he let people "roll".
Be carried away by "friends" to place orders
On the morning of March 15, when Xiaoliu, a Wuhan citizen, was shopping for an electric car on Luoyu Road in Wuhan, he was warmly stopped by a Emma electric vehicle shop owner on the side of the road and invited him to try riding his own electric car.
After XiaoLiu entered the store, the boss who called himself Zhang introduced to him that Emma is a professional electric vehicle, fully charged can last 100 kilometers, "other brands are OEM production, the quality is unreliable." After saying that, he also played a video of the spontaneous combustion accident of other brands of electric vehicles to Xiaoliu.
"I was very interested in the selling point of the 100-kilometer endurance at that time, and I also saw that his attitude was sincere, and he let down his vigilance and did not go to the Internet or other physical stores to compare prices." Xiao Liu said that under the publicity offensive of the other side, he immediately purchased the Hexi A122 electric car at a price of 3980 yuan. At that time, Xiaoliu proposed to Boss Zhang to issue an invoice, but Boss Zhang said that they could provide free licensing services and need invoices for goods, so they could not provide invoices to him for the time being.
After returning home, Xiaoliu searched on the Internet and found that the same model of Emma electric car was only priced at 3398 yuan online, which was more than 600 yuan cheaper. The next day, Xiaoliu came to the store again, and Boss Zhang explained to him that this electric car has two versions, the sports version and the endurance version, Xiaoliu bought the endurance version, the battery is 48V24A, so it can last up to 100 kilometers, so the price is relatively expensive. Xiao Liu asked about the invoice again, and the other party also said that the invoice for buying an electric car here is not provided, and if an invoice is needed, it is necessary to add another 17 points of tax money.
In fact, Xiaoliu found that there is only one model of the electric vehicle, and there is no difference between the sports version and the endurance version. Subsequently, he consulted with other physical stores selling electric vehicles within two kilometers of the store, and the result was that there was no version difference in the model, and two of them sold for about 3500 yuan.
On March 16, After a full day of testing the electric car, XiaoLiu found that the car could only drive more than 60 kilometers when it was fully charged, which was about 40 kilometers different from the 100km mileage promised by Boss Zhang before buying the car. Xiao Liu believes that Boss Zhang has false publicity in the sales process and asks for returns.
Customer service said that the maximum mileage of the capacity battery is 60-70 kilometers
"At the beginning, Boss Zhang said that if he did not agree to add 17 tax points to the money invoice, he could refund the return and let me buy it directly online. But when I actually asked to return the car, he flatly refused, saying that if he returned the car, he would have to pay half of the purchase price. On the 20th, Xiao Liu told the Jimu News reporter that he went to the store again on the 17th to negotiate, and Boss Zhang finally agreed to issue an invoice, but threatened not to carry out any after-sales service for this car from now on, "If there is a problem, you can directly find the manufacturer, don't look for me." ”
In the recording of the negotiations between the two sides provided by Xiao Liu, the Jimu news reporter heard that Xiao Yanagi repeatedly expressed his desire to negotiate, but the other party said: "I am doing business, you stand farther away." After Xiao Liu repeatedly asked for an invoice, the other party said: "The ticket is opened, roll." ”
Jimu news reporter searched on the Internet and found that the e-commerce platform does have the electric vehicle for sale, but its promotional page does not mention that there are multiple versions, the reporter consulted customer service, and the reply received is only one version, and there is no difference between the "sports version" and the "endurance version".
On the afternoon of the 20th, the reporter called Emma's customer service telephone. Customer service told Jimu News that the mileage of electric vehicles is mainly determined by battery capacity, but also affected by the environment, speed, braking times and so on. In general, the battery of 48V24A has a maximum cruising range of about 60-70 kilometers, and it is impossible to reach 100 kilometers.
Subsequently, the reporter contacted Boss Zhang. According to him, when Xiaoliu bought the electric car, he installed a rear trunk and licensing service for free, and also repaired another electric vehicle. "It's all add-ons, and he's not charged anything."
When it comes to the issue of mileage, Boss Zhang said that the electric car sold to Xiaoliu is equipped with a battery of 48V24A, which can indeed last 100 kilometers. But when the reporter relayed the customer service reply to him, he changed his mouth: "I did not tell him that he could run 100 kilometers 100 percent, which was related to the weight of the cyclist." You don't dwell on this problem, you let him take the car and run it to see if he can run 100 kilometers. Then he hung up the phone.
Refund the return with the consent of the coordinating merchant
For Boss Zhang's explanation, Xiao Liu did not approve: "The rear trunk he sent, other stores also have to send, the cost is about 35 yuan." In addition, I originally planned to give my old car to him for repair, but then I felt that the repair method he said was unreliable and the price of accessories was high, so I did not let him repair it. Why free car repair? ”
Nie Xiyang, director of the Complaint Department of the Hubei Provincial Consumer Commission, believes that in this case, the operator claimed that there were two versions of electric vehicles during the transaction process, and the cruising range could reach 100 kilometers, which misled the sales and operation behavior, obviously violated the relevant provisions of Articles 4, 10 and 16 of the Consumption Law, and was suspected of setting unfair and unreasonable trading conditions and infringing on the consumer's right to fair trade. Here, he reminded consumers that before purchasing goods and services, they should understand the relevant consumption knowledge, shop around online and offline, understand the relevant prices, should not be misled by the operator's sweet words, deceived, such as finding that the operator's irregular business behavior, resulting in damage to personal rights and interests, please complain to the jurisdictional market supervision department and the consumer committee organization to protect their rights.
On the 21st, the consumer Xiaoliu sent a message to the Jimu News reporter that after consultation, Boss Zhang had agreed to refund the return and apologize to Xiaoliu in person. However, in view of the fact that Xiaoliu has already used the electric vehicle, a depreciation fee of 188 yuan is charged. In this regard, Xiao Yanagi also expressed his approval.