This article is reprinted from the poster news, some of the graphics and text from the network, only represent the opinions of the report, there are personal views at the end of the article, welcome professional objective comments.
The used car license plate of xi'an Zhongsheng Baby Horse is affixed with the words of the officially certified used car at the parking lot of the baby horse
Poster news reporter Chen Jiawei reported from Xi'an
According to the "In-depth Analysis of the National Used Car Market in 2021" released by the China Automobile Dealers Association, in 2021, the national used car trading volume was 17.5851 million units, an increase of 22.62% over the same period last year.
From the above data, it is not difficult to see that consumers are increasingly recognizing used cars.
However, a report by Autohome pointed out that factors such as price chaos, complex car purchase processes, and excessive hidden consumption still plague the development of the second-hand car industry.
Therefore, in the used car consumption channel, 67.4% of the respondents said that they only considered officially certified used cars.
The poster news reporter noted that the current mainstream car brands in the market provide officially certified second-hand car services, while a second-hand car can be officially certified to pass strict conditions, corresponding to a more expensive price (before and after the same car certification) and high-quality services, some brands even launched a 7-day worry-free return and exchange service.
Out of trust in the officially certified used car, in December 2021, Ms. Yu of Xi'an purchased an "officially certified" second-hand BMW 3 Series sedan at Xi'an Zhongshengzhibao Automobile Sales Service Co., Ltd. (hereinafter referred to as Xi'an Zhongshengzhibao Baoma), but in daily use, there were problems such as vehicle brake failure, frequent popping of vehicle fault codes, etc. After overhaul, Xi'an Zhongsheng Baoma admitted that the vehicle sold had ever waded into the water (commonly known as "soaking water car") and was not officially certified.
Two rear-end collisions
In December 2021, Ms. Yu purchased an officially certified second-hand BMW 3 Series sedan in Xi'an Zhongsheng Baby Horse. "At that time, I was going to buy a new car, but the configuration I wanted was not an existing car, so the sales recommended this used car to me."
Ms. Yu told reporters that the sales consultant said that the car is an officially certified second-hand car, first licensed in August 2020, the number of kilometers is less than 15,000 kilometers, is a "quasi-new car", the configuration and so on also meet Ms. Yu's requirements, compared to the new car, cost-effective.
Seeing that the car was in good condition and had an official endorsement, Ms. Yu was moved. On December 20, 2021, after paying the purchase price of 280,000 yuan, Ms. Yu successfully picked up the car.
Reviewing the whole incident, this is the only smooth process in ms. Yu's car purchase process, and in the process of going to the vehicle management office to license the vehicle, an accident occurred.
"At a traffic light intersection, when I was about to wait for the red light, the car did not brake, and the front car was rear-ended, because the speed was not high, but it did not have many serious consequences." Ms. Yu told reporters that it was the driver of the family who was driving at that time, an old driver with a B license with more than ten years of driving experience. “
At that time, the driver master was also very aggrieved, he himself said that he obviously stepped on the brakes, and he was about to step on the 'dead', but we did not expect that it was a vehicle failure at the time, and the family also blamed the driver, and now I think it is really wronged. Ms. Yu said.
Ms. Yu told reporters that the brakes were stepped on but the braking effect was not good, and then it happened again, "At that time, I was driving by myself, on the North Third Ring Road of Xi'an City, there was a traffic jam at that time, so the speed was not fast, and I felt that I stepped on the end, but I still rear-ended the front car." After the accident, Ms. Yu asked Xi'an Zhongsheng's baby horse to test the vehicle for her, but it was not resolved.
Until April this year, the vehicle had problems again, "vehicle failure codes frequently popped up, a variety of kinds, so I found Xi'an Zhongsheng Baby Horse to ask for detection and maintenance, when the after-sales told me which sensor may be a problem, after a few days have not been repaired, and finally called me to the store to talk, after going to the store found that near my car gear, the center console was dismantled, I was a little strange. Under repeated questioning by Ms. Yu, the sales staff of Xi'an Zhongsheng Baoma admitted that the vehicle had waded into the water.
However, in the "Xi'an Zhongshengzhibao Used Car Sales Contract" issued to Ms. Yu, the second paragraph of the sixth additional content clearly promises that the vehicle sold is fire-free; there is no blister; the engine and gearbox are not disassembled and repaired; and the ABC column is not cut and welded.
The poster news reporter noted that Xi'an Zhongsheng Baby Horse is 100% controlled by Zhongsheng (Dalian) Group Co., Ltd., and its affiliates also include Hong Kong-listed company Zhongsheng Holdings (00881. HK), zhongsheng holdings operating car brands include Mercedes-Benz, Lexus, Audi, BMW, Volvo, Jaguar Land Rover, Toyota, Nissan, Honda and other brands. Zhongsheng Holdings was the first distributor in China to obtain the distribution rights of Toyota, and one of the earliest companies in China to obtain the distribution agency rights of Lexus and Audi.
The car purchase contract provided by Ms. Yu clearly stipulates that the vehicle is free of water, fire, overhaul, etc
The problem is not just wading
In the eyes of many consumers, the harm of wading vehicles is no less than that of accident vehicles, a report in China Market Supervision News pointed out that because the repair work of water soaking vehicles has not been issued by the state, almost all by "conscience" is done, some repairs are just the vehicle electrical products are dismantled and cleaned, dried and continued to be used, and the airbags are directly dismantled and not installed.
In this way, the water soaking car after "repair" is like a time bomb in the process of use, the air conditioner is not cooled, the sound is not sound, these are small things, the vehicle is turned off during the drive, and the failure of the high-speed brake is not impossible.
"The two rear-end collisions are urban roads and the speed is not fast, in case it is at high speed..." This made Ms. Yu feel afraid and began to defend her rights. But the rights protection was not smooth, "in the past ten days, I went to their shop and no one received them, so I blocked their gate and attracted the police, and they began to pay attention." Ms. Yu told reporters that with the progress of communication, she found more and more problems.
Ms. Yu told reporters that when buying a car, the sales consultant promised that the car source was a first-hand car for her own use, but after Ms. Yu finished the house, she found that she was already the fourth owner. "When I was about to go to the listing, the sales consultant put the information in a file bag and gave it to me through the car window, I didn't open it at the time, and as a result, I hung up the card on the way home, looked at it casually, and found that I was already the fourth owner."
Ms. Yu told reporters that Xi'an Zhongsheng Baby Horse explained that the car was acquired by the store from a car dealer in Wuhan, the second owner was a car dealer in Wuhan, and the third person was the sales manager of Xi'an Zhongsheng Baby Horse used car business, so although the property rights of the vehicle had changed, the vehicle was not substantively used, and the car condition was the same as when the owner of the first-hand car was sold, but when it was sold again, it may be discounted, and Ms. Yu did not care too much.
BMW's officially certified used cars requires strict certification conditions
There are new problems
After receiving Ms. Yu's request for help, on April 25, the reporter went to Xi'an Zhongsheng's baby horse to interview the matter, and in the process, Ms. Yu found new problems.
When the reporter wanted to understand how a "soaking water car" passed the official certification of BMW, a staff member of the store said that through the system query, the car was not a second-hand car officially certified by BMW.
This shocked Ms. Yu, who said that a large part of the reason why she chose the second-hand car was because she valued the official endorsement of BMW, but it was not an officially certified second-hand car, and it was also a problem found in the process of rights protection, which made her very unacceptable.
The store explained that it did not inform because Ms. Yu had not inquired about whether it was official certification in the previous communication process.
The poster reporter noted that BMW's official certification is a commitment to the quality of BMW's used cars.
All BMW officially certified used cars require that the bmw used cars that are not more than 6 years old and have a mileage of no more than 120,000 kilometers (subject to the odometer display) from the date of first registration of the new car (marked by the vehicle registration certificate) to the date of sale of the used car (the date of the used car invoice) can obtain the official certification of BMW.
And when purchasing a car through an authorized BMW dealer, the contract will reflect the information of the vehicle purchased by the car buyer and the relevant certificate of the officially certified used car.
In addition, after a week of car purchase, you can also verify the "certificate verification" function on the official website.
Ms. Yu said that her car purchase contract did not have the information of the official certification of the system, and Xi'an Zhongsheng Baoma did not provide herself with relevant car vouchers.
That is to say, in the process of ms. Yu's purchase of an "officially certified second-hand car" in Xi'an Zhongsheng Baby Horse, she not only bought a water soaking car, but even the "official certification" promised by the sales was also "soaked".
Xi'an Zhongsheng Baoma said that because of too much trust in third-party testing agencies, he was negligent in the re-inspection process
Xi'an Zhongsheng Baby Horse claims to be a "victim"
Since the official certification is a verbal commitment, the focus of the contradiction between the two sides is still on the issue of water soaking vehicles. Ms. Yu learned from the Consumer Association and friends that she could claim a refund of one and lose three for this kind of sales behavior of Xi'an Zhongsheng Baby Horse.
According to Article 55 of the Law of the People's Republic of China on the Protection of Consumer Rights and Interests, where proprietors provide goods or services fraudulently, they shall increase the compensation for the losses they have suffered in accordance with the requirements of consumers, and the amount of increased compensation shall be three times the price of the goods purchased by consumers or the cost of receiving services; if the amount of increased compensation is less than 500 yuan, it shall be 500 yuan. Where the law provides otherwise, follow those provisions.
But Xi'an Zhongsheng Baoma believes that there is no "fraud", "we did not subjectively and deliberately want to sell to The Lady soaking water truck, we are also 'victims'." ”
The staff of Xi'an Zhongsheng Baby Horse restored the process of the matter to reporters. "In August 2021, our second-hand car sales business manager went to Wuhan to collect the car, because of the limited personal experience, so at that time also found 'Wuhan Heart Inspection Car Information Technology Co., Ltd.', which is a third-party organization to do testing, the testing agency also gave the conclusion that there was no accident, no water and no fire."
Because of this, our own re-inspection work may be negligent, we must have work errors, but absolutely did not deliberately sell the soaking water truck to Ms. Yu, if it is deliberately sold, we do not need to take the initiative to inform the situation of the soaking water afterwards. ”
The staff member said that because there was no "fraud", he could not accept the claim of one refund and three compensation, "but he will definitely consult with Ms. Yu with the greatest sincerity, and there will definitely be compensation." ”
Since July 20, 2021, a "once-in-a-millennium" exceptionally heavy rain has caused serious waterlogging in Zhengzhou, Xinxiang and other places, and a large number of cars have been flooded in the flood. According to the statistics of the Henan Automobile Industry Chamber of Commerce, there are more than 400,000 water-soaking vehicles in Zhengzhou City, Henan Province.
Water soaking cars also became the focus of the second-hand car market at that time. Wang Junhai, president of the Henan Used Car Circulation Association, said in an interview with Xinhua News Agency, "At present, the state does not explicitly prohibit the sale of soaking water vehicles, and it is generally believed that wading and semi-soaking vehicles can enter the second-hand car market after strict and standardized maintenance and preparation, and after passing professional testing." ”
However, whether full-soaked water vehicles can be classified into the circulation range of second-hand cars has not yet been clearly stipulated, and it is expected to establish standards in relevant laws and regulations as soon as possible.
Li Jie, a full-time lawyer at Henan Yangtian Law Firm, believes that "consumers can avoid the risk of soaking water trucks by signing purchase contracts." "Whether it is a new car or a water soaking car, it must be of qualified product quality and meet national standards and industry standards."
At the same time, to ensure the consumer's right to know, since it is a water soaking car, the seller should clearly inform the consumer in advance. If a water soaking vehicle is purchased without the seller's explicit notice, the consumer has the right to claim a claim under the Consumer Rights protection law.
Used car chubby said:
Didn't expect that the officially certified used cars with "thick eyebrows and big eyes" will also have "soaking water cars"?
From this case, it is not difficult to see that the second-hand car salesman itself has certain work errors in the delivery process and contract, and the vehicle procurement survey and re-inspection of the second-hand car department also has the main responsibility, and if the car itself does not meet the standard of "officially certified used car of the manufacturer", it should not be "confused" in sales.
Objectively speaking, whether it is third-party testing or external procurement, the brand 4S store's used car appraiser's own testing ability, professional experience, and process safety should be consistent with the brand ability, although there may be many objective factors, such as insurance records post-post, maintenance records exaggerated repair and other issues, but no matter how the final compensation situation is, it still brings a bad impact to customers and the industry.
From this case, if the store takes the initiative to prove its own work mistakes, and takes the initiative to initiate compensation, and the attitude is sincere, it should be changed when it is wrong, and it should be returned and partially compensated, but from the description of the current report, until the user calls the police in the store, it is difficult to say whether the second-hand car department is "cheating on the bottom", and there must be a demon.
Now the overall automotive industry is not optimistic, the original resource advantages of the automotive 4S store are decreasing, the real user thinking and professional operation are becoming more and more important, especially the second-hand car business, carrying on the top and the bottom, is an important part of the entire brand life cycle service, it can be said that it is one of the core businesses of china's auto 4S store in the future.
Used cars are not good, new cars are not good, used cars are good, new cars will not be bad, so we also hope that this report can cause the investment management of the car dealer group, the relevant departments of the manufacturer, the executives and business departments of the automobile 4S store, really pay attention to the construction of the actual combat ability system of the second-hand car, not the cat cover to fool customers and change subsidies will be, down-to-earth, used cars can make a big difference.
Don't test human nature, use professionalism to solve problems, otherwise you will be disappointed.
Don't be a layman in charge of insiders, every day the report is busy, can't keep the talent on the play, and finally the risk has to be carried by the boss, remember to remember Oh!