I thought it was just a test drive experience, but I didn't expect it to become a "lock order to buy a car". Recently, Mr. Chu asked for help from "Xinmin Help", and paid a deposit of 5,000 yuan to sign up for the "48-hour in-depth experience" of Jiyue Automobile, but because the car was returned slightly overtimed, it was turned into a car purchase by the system's "automatic lock". Moreover, even if you are not qualified to buy a car in Shanghai, you must be "forced to buy a car", otherwise the deposit will not be refunded.
The in-depth experience was actually locked
Mr. Chu told reporters that he plans to buy a new energy vehicle for transportation in the near future, and has also consulted the models and prices of several car brands. After that, he received a call from the sales staff of Jiyue Automobile, telling him that he could go to the store for a test drive and have a "48-hour in-depth experience". "Jiyue Automobile is known as a 'car robot', and AI intelligence is a feature, and I am more interested. Mr. Chu said.
Mr. Chu said that what impressed him the most was the "48-hour in-depth experience", "If the test drive time is long, you can experience it on various roads such as roads, viaducts, tunnels, etc., and you can have a more comprehensive experience of the performance of the vehicle." ”
On the morning of March 18, Mr. Chu came to the Jiyue Shanghai Daning International Experience Store on Gonghe New Road as scheduled to participate in the test drive experience, and the test drive vehicle model was the Jiyue 01Max version. I asked what I needed to pay attention to in this experience, and the salesperson said that as long as I paid a deposit of 5,000 yuan, signed a test drive agreement, and returned the car within 48 hours. ”
Mr. Chu said that the store sales staff asked him to download a Jiyue app and make an appointment for a test drive on it. After he proposed that "the operation is more troublesome", the salesperson directly showed a QR code and asked Mr. Chu to scan the code to pay a deposit of 5,000 yuan, and then sign a test drive agreement to pick up the car and drive. "During the test drive, I kept communicating with the product specialist of the store on WeChat, and repeatedly confirmed the time of returning the car, and the other party kept saying 'no hurry', and I could experience it for 48 hours. ”
Screenshot of payment
According to Mr. Chu, the product specialist said that "you only need to return the car before noon on March 20", but he had something to delay a little time that day, and without warning, the test drive turned directly into the purchase of a car, which made him very inexplicable.
Mr. Chu showed the reporter his chat record with the Jiyue product commissioner, which showed that on the day of returning the car, that is, on March 20, Mr. Chu explained to the commissioner that he was late for a while to return the car because of something, and the commissioner replied "It's okay". At 13:48 that day, Mr. Chu returned the vehicle to the store manager. At 14:20, the commissioner informed Mr. Chu that his order had been "locked", and asked him to choose a vehicle in the app, and the preferential price he could give was 209,400 yuan.
Chat history
Repeated communication, to no avail
The original test drive turned into a car purchase, which was unacceptable to Mr. Chu. Next, he communicated with Jiyue several times on the issue of "refund", but even if he was exhausted, he still "couldn't return".
Regarding the question of who "locked the order", Mr. Chu asked the store and replied that "the system automatically locks the order". "They said that the normal is to automatically lock the order for more than 48 hours, and it can be refunded at any time within 48 hours, and now the deposit cannot be refunded. ”
Mr. Chu questioned that the store did not have any reminder at all during the test drive experience, nor did he inform that the order would be automatically locked after more than 48 hours, and he did not even download the App. And the store even argued: "If it is a traditional dealer 4S store, you can control it yourself; now new energy vehicles are directly operated by the whole country, and the whole country is the same, and you can't refund it if you pay it." ”
In response to Mr. Chu's request for a "chargeback", the store responded that it had "no right to deal with it", but the order could be temporarily frozen according to the rules, which were: the order could not be purchased due to non-customer's subjective wishes such as loan reasons/qualification reasons, and the order could be "suspended". Coincidentally, Mr. Chu happened to meet this "rule".
"Although I am in Shanghai, the social security payment is in Kunming, although I have been going through the relevant procedures, but I do not have the qualification to buy new energy vehicles in Shanghai at present. Mr. Chu said.
However, when he provided this proof to Jiyue, the other party could not "suspend the order" on the grounds that the order could be "transferred to other places for delivery", and could only "temporarily not pick up the car". "It means that I will go to Kunming to pick up the car, so that there is no such thing as disqualified qualifications. ”
Mr. Chu consulted with the Jiyue delivery platform and got the plan that "the order can be transferred to others", so he asked the store whether the order could be transferred through relevant channels, but was rejected again, and the store suggested that Mr. Chu could "sell it by himself".
Critical issues, no reminders
In fact, Mr. Chu's experience is not an isolated case, and there are other consumers who have had the same experience.
Mr. Zhang, a citizen, took an in-depth test drive of the 01 model in a Jiyue Automobile store, and the sales request was to place an order on the Jiyue App, and he could cancel the subscription within 48 hours. As a result, Mr. Zhang returned the car early the next day due to an urgent matter, and he did not operate it on the App in a hurry, and was directly locked by the system. After explaining the situation to the customer service, the other party reported that "no refund can be made after locking the order". "Before locking the order, there was no prompt on the Jiyue App, and there was no SMS reminder on the phone. Mr. Zhang said.
The reporter downloaded the Jiyue App to experience. After registering through the mobile phone number, there are two options of "Appointment Test Drive" and "Order Now" on the "Car" page, and you can select the experience store and mobile phone number in the "Appointment Test Drive". It didn't take long for the staff at the experience store to call and confirm the test drive experience time. The reporter asked if there was still a "48-hour in-depth experience", and the other party said that the experience has ended at present, and there is only a 24-hour experience, which can be refunded within 48 hours after paying the deposit. The reporter asked "what are the precautions and whether it can be overtimed", and the other party replied: You only need to bring your driver's license, and it doesn't matter if you overtime a little. During the whole process, the staff did not remind the key point that "timeout may cause the system to automatically lock the order".
Screenshot of the page
The reporter also called the national customer service hotline of 4006201688 Jiyue and reflected the relevant situation to it, and the other party gave feedback that it has been recorded, and there will be a commissioner to follow up and deal with it, and the follow-up results will be replied in a timely manner. But as of press time, the reporter still has not heard back.
How to solve the problems of consumers? Reporters will continue to pay attention.
(Source: "Xinmin Bang Nong" WeChat public account The original title is: "Test drive experience, turned out to be a "forced car"?! Automatic lock deposit is not refunded, Jiyue Automobile is accused of "domineering" →)