"5,000 yuan to order a car under the platform, and the order cannot be refunded if it is locked during the hesitation period." On May 10, Mr. Wang, a citizen of Ankang, reported to Huashang Daily-Ersanli Information that on April 10, he paid 5,000 yuan in the Huawei Mall APP to buy a "M7 Max new energy car" in the Huawei Mall APP at the Huawei authorized experience store in Wuyue Square with the help of the staff, and the next day, he needed to be refunded due to financial problems, but the order was locked during the 24-hour hesitation period and could not be refunded. Mr. Wang believes that the order was locked during the hesitation period not because of his own operation but because of the operation of the staff, and the deposit of 5,000 yuan cannot be refunded, and the store should bear the responsibility for the refund.
Citizen: 5,000 yuan to book the "Wenjie" M7 Max, and the refund of the locked order was unsuccessful during the 24-hour hesitation period
In April this year, Mr. Wang took a fancy to a Huawei "Wenjie" M7 Max new energy vehicle, and looked at the car in a number of Huawei authorized experience stores in Xi'an and Ankang and learned about the relevant performance and configuration in detail. In order to facilitate the pick-up of the car, on April 10, with the help of the staff of the Huawei Experience Store in Ankang Wuyue Plaza, an order was placed on the platform.
Mr. Wang said: "The staff instructed me to pay a deposit of 5,000 yuan in the Huawei Mall APP and book a rear-wheel drive intelligent driving version with a price of 301,800 yuan, and the M7 Max Wenjie off-road vehicle with the main color of ice crystal silver amber brown. When placing a deposit, the AITO Auto Subscription Agreement page of the HUAWEI Mall app indicates that the cooling-off period is within 24 hours from the payment of the deposit, and the cooling-off period can be terminated by unilaterally notifying HUAWEI Mall. ”
"Within 24 hours, I couldn't make a purchase because of financial problems, and then I applied to the platform for a return at Huawei Mall, but I was told by the customer service that the order had been locked and could not be refunded, so I asked me to find an offline experience store. I didn't understand it at the time, the staff operated it on my mobile phone, and edited a text about the model, color, and configuration, and finally asked me to confirm that I didn't know that this process was called lock order, and the sales staff didn't tell me clearly. And the store does not have the authorization to sell cars, but only a Huawei mobile phone authorized experience store, and finally found the store and said that the money was not handed over to them, so they went to Huawei Mall, and they did not deal with the kicking ball back and forth," Mr. Wang said.
Store: The operation is fully compliant and clearly informed, and the lock cannot be refunded, so you can only contact the Huawei Mall
On May 10th, a reporter from Huashang Daily came to the Huawei authorized experience store on the first floor of Wuyue Plaza, Hanbin District, Ankang City to conduct an interview on this matter, and the staff responsible for selling cars to Mr. Wang said that all his actions were compliant, and the procedures were also compliant.
At the same time, he said that the customer knows about the confirmation order, and the locking situation is also known, and the operation is completed by the customer himself. It was very clear before and after the fact,Now the order is locked,The refund problem can only be dealt with by Huawei Mall customer service,For whether the Huawei mobile phone authorized experience store has authorized sales or consignment sales of Huawei cars,It said,There were procedures before,There are no procedures now。
Subsequently, the reporter called a staff member of Huawei Mall customer service and said that Huawei authorized experience stores can sell cars, and no additional authorization is required, because the orders are completed on the Huawei MallAPP, and there will be a reminder on the interface of paying 5000 yuan, and the 24-hour hesitation period can be refunded, but it cannot be refunded after the order is locked.
On May 12, Mr. Wang told reporters that after Xiaoli's help, Huawei's official customer service called him and told him that he could be refunded through special channels, and that Mr. Wang had received a deposit of 5,000 yuan by press time.
Huashang Daily reporter Chen Yonghui edited by Wen Weicheng and Liu Qing