Recently, a lady in Hangzhou drove her BMW car to a 4S store for routine maintenance, but was told that she needed to pay a maintenance fee of 23,000 yuan, which directly made the owner cry on the spot. As soon as this incident was exposed, it immediately aroused strong discussions among car owners.
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The owner was very angry, she said that her car was completely normal, there was no place to repair or maintain, and the annual maintenance cost was only a few thousand yuan before, so why did it ask for 23,000 yuan this time It is indeed a bit excessive.
However, the 4S store said that this is the standard price of their store, and customers can go to other 4S stores for maintenance if they are not satisfied. This explanation obviously did not satisfy the car owner, but caused more controversy.
Some netizens pointed out that it is reasonable to discuss the maintenance items and costs before proceeding and obtain the consent of the customer. It is obviously unreasonable for the store to unilaterally decide on the items and fees.
Some people also questioned that the maintenance fee of 23,000 yuan, the project content must be more than just routine maintenance, and some expensive inspections and repairs will definitely be carried out, but the work is carried out without informing the customer in advance, which is really unacceptable.
Under the pressure of public opinion, 4S stores were forced to recalculate their expenses. After coordinating with the owner, the maintenance was completed at a cost of nearly 9,000 yuan. But the matter did not subside.
Afterwards, the staff of the 4S shop said that there were indeed fewer such cases in the past, but the maintenance rates were also different depending on the model and age. He also admitted that he did not inform the owner of the specific items and expenses in advance, which was a deficiency that he should bear.
In the following week, the 4S store received several similar complaints, but refused to reduce the price on the grounds that "this has always been the standard price of our store". This has raised more questions and raised more doubts about the service quality and price policy of 4S stores.
Some netizens asked, the previous maintenance cost of 3,000 yuan of the car, suddenly rose to 23,000, how to calculate such a price and items? If it was priced like this a year ago, why was it never told before? In contrast, the price of the bicycle is indeed too high in the price index of buying accessories online or maintaining at the third-party service station.
As time passed, public opinion continued to ferment. Some car owners shared that the cost of maintenance in different 4S stores varies greatly from the same model to the same age, and the highest even reaches more than 30,000 yuan. This has reinforced people's suspicions about the fraudulent component of 4S stores.
At the same time, some netizens pointed out that as a well-known brand, the service quality and price policy of 4S stores really need to be more optimized and standardized, and the interests of car owners cannot be ruthlessly squeezed. Car owners should also raise their awareness of prevention, understand the project and estimated cost before carrying out overhaul or maintenance, and do not believe the store's words.
Only by completely prohibiting fraud, improving service quality, and effectively protecting the legitimate rights and interests of the majority of car owners, can enterprises develop in the long run. 4S stores may need to take this lesson to strengthen communication with car owners and develop a more fair and transparent pricing mechanism in order to truly win the recognition and trust of customers.