Automobile maintenance negotiated 1,000 yuan and received 17,000 yuan......

Only replace but not repair, excessive maintenance is shoddy, bundled consumption charges are not transparent, technology is not in place, contract traps...... As automobiles become a common commodity for the public, the huge car repair/maintenance market is also constantly breeding consumer problems

The temperature of the truck's water tank is too high, and the repair fee is 1,000 yuan, but who knows that the repair shop will overhaul it, and the final charge will be 17,000 yuan......

The motor vehicle is maintained for an hour and a half, and the "price transparent" 4S store charges 23,000 yuan......

recently

Jiangsu Provincial Consumer Rights Protection Commission

Publish spending alerts

Appeal to the automotive repair and maintenance industry

"Bright Kitchen and Bright Stove"

It is understood

There are many routines in 4S shops/auto repair shops

The main reasons for the difficulty in consumer rights protection include:

Three aspects

👇👇👇

👉 Information asymmetry. Since consumers have limited professional knowledge in car repair/maintenance, while 4S shops/repair shops have more professional technology and more comprehensive information, "price transparency" can easily become a "stealing" sword for some unscrupulous operators: the price is publicized but not the process and the brand and model of the products used; the detailed list seems to list the charging items, but there may be overlapping and duplicate charges between different items; some operators have fraudulent qualifications and poor staff skills.

👉 The contract is not standardized. In practice, consumers and operators often replace contracts through "oral" agreements, maintenance receipts, or use large-scale and standardized standard contracts formulated by operators in advance.

👉 Due to the fact that consumers are unable to supervise the whole process of repair/maintenance, the problem is discovered late, and the relevant bills are not requested, it is also difficult for consumers to provide evidence in the subsequent process of rights protection.

The Jiangsu Provincial Consumer Protection Committee believes that:

Under the guise of "price transparency", some repair shops have seriously infringed on consumers' right to know, the right to fair trade and the right to make their own choices, such as "watching the car and getting off the dishes", "treating minor illnesses without curing minor diseases", "only changing but not repairing", and "forced consumption". According to the Law on the Protection of Consumer Rights and Interests, the Provisions on the Liability for the Repair, Replacement and Return of Household Automobile Products, the Provisions on the Administration of Motor Vehicle Maintenance and other relevant laws, regulations and judicial practices, operators should operate in good faith, and the behavior of shoddy products and "stealing beams for pillars" in the process of repair/maintenance may constitute fraud.

Jiangsu Provincial Consumer Protection Committee appeals:

The automobile repair/maintenance industry and relevant regulatory departments should improve the relevant systems of file management and integrity service evaluation in accordance with the "Regulations on the Administration of Motor Vehicle Maintenance" and other regulations, strengthen the integrity supervision of archives and practitioners, and promote the automobile repair industry to achieve "bright kitchens and bright stoves", not only "price transparency", but also transparency of process and information, so as to provide a basis for consumer rights protection, so as to promote the integrity of the whole industry, improve service quality, and let consumers consume with confidence. As a service industry, automobile repair/maintenance operators can only achieve steady and far-reaching success if they improve the dispute resolution mechanism, consciously safeguard the legitimate rights and interests of consumers, form a good reputation, and form long-term trust and cooperative relations with consumers.

The Jiangsu Provincial Consumer Protection Commission advises consumers to:

Master the basic knowledge of automobiles and maintain cars rationally. Timely overhaul/maintenance can ensure the performance and safety of motor vehicles, but "timely" does not mean "excessive", consumers can repair/maintain according to the actual conditions such as motor vehicle use/maintenance manuals, according to vehicle use scenarios and frequencies, etc., without deliberately shortening the maintenance cycle. Excessive maintenance behaviors such as frequent oil changes, vehicle and engine compartment cleaning, and frequent unpopular maintenance items may increase the burden on the vehicle and affect the performance of the vehicle.

Standardize the signing of contracts. When consumers repair/maintain motor vehicles, try to choose a well-qualified, highly reputable, large-scale repair shop/4S shop, take the initiative to sign a written contract, the contract clearly repairs / maintenance items, construction period, price, payment method and time, maintenance quality standards, post-repair warranty period and liability for breach of contract, etc., for the failure and items that do not understand, the repairer is required to explain, carefully add non-essential items, need to purchase replacement parts, confirm the packaging of accessories, If the label is complete and the repairer promises to warrant, it shall be written into the written contract.

Check the list of expenses. Ask for formal invoices and settlement lists, carefully check the actual repair/maintenance items and corresponding prices, and consume clearly. Keep the contract and corresponding documents, and actively protect rights in the event of consumer disputes.

1. Internet news information service license: 10120170022;

2. Illegal and bad information reporting telephone: 010 - 88315438

Produced by the New Media Editorial Department of China Consumer Daily

Source/China Consumer Daily, China Consumer Network

Author/Xue Jingjing

Editor/Li Xiaoyu

Producer/He Yongpeng, Ren Zhenyu