"If the vehicle breaks down, the owner is upset; the vehicle can be repaired, the owner is happy; the vehicle can be repaired, and the owner is assured." This sentence is believed to be a true portrayal of many car owners. Recently, the auto complaint network received a complaint, a Beijing BJ40 owner Mr. Sun told us that his vehicle had a problem in the use of the process, vehicle maintenance has not been solved, feedback to our platform.
Vehicle fault codes Multiple Vehicles Cannot Be Repaired During the pandemic, vehicles cannot be repaired
On April 13, Mr. Sun uploaded four screenshots of vehicle fault codes on WeChat, showing EPB system failure, downhill auxiliary system failure, ESP system failure and automatic parking system failure. At the same time, in the driving video uploaded to us by Mr. Sun, we see that the fault code on the dashboard exists.
Mr. Sun said his vehicle could not be started. Now Qingdao is in the stage of epidemic prevention and control, and the vehicle has no way to be repaired, he himself towed the car to the 4S shop. In the morning, we tried to communicate with the sales call provided by the owner, but the sales on the other side of the phone denied receiving Mr. Sun, a customer, and then hung up our phone.
Manufacturer reply: will arrange accessories to the store as soon as possible Trailer fee can be negotiated
On the afternoon of the 13th, we called the customer service telephone of baic manufacturers, and after hearing our intentions, the customer service transferred the service specialist of the "BJ40" special model for us. After recording the information of the owner's vehicle, the service commissioner replied to us: the accessories needed for the owner's maintenance have almost arrived in Qingdao, and it is almost repairable; the owner's towing car will negotiate with him. Then we also feedback this communication result to the owner.
Owner feedback: only the generator was replaced, no compensation
On April 16, the owner gave us feedback on WeChat and informed him after the sale that he could pick up the car. The owner said that it was possible to drag the car from the store? The reply given after the sale is: the car has been repaired, can drive normally, and the manufacturer does not reimburse the cost of the trailer. The owner of the car took a taxi to the shop by himself and brought the car back.
In the WeChat chat screenshot, we see that the store is to Mr. Sun's vehicle to replace the generator, for the previously said "reimbursement costs" can not be reported to the school, after-sales reasons given are: "When the vehicle can not drive, the trailer cost manufacturer is reimbursed, based on the inability to drive or fault to reimburse." Now that the maintenance is good, the vehicle can run normally and then drag the past manufacturer is not reimbursed for the cost of the trailer." For Mr. Sun's vehicle problem, the after-sales staff did not specify where the vehicle was broken, but said that the generator was replaced, if the follow-up generator was broken, or the specific fault should be specifically checked, as long as the vehicle failure is necessary to check the problem first to determine the cause of the failure to determine the specific maintenance method.
Looking back at the whole incident, in the final analysis, it is inseparable from the word "quality". In the automobile trading market, quality is the cornerstone of the product based on the market, but also related to the lifeblood of the enterprise, which shows the importance of quality to an enterprise. Any brand wants to gain the favor of the market and consumers, in addition to excellent product strength, excellent and stable quality is more critical.