April 12, Xi'an, Shaanxi. In response to Mercedes Benz 4S store's claim that the negotiation has been completed and "the customer is very satisfied", the female graduate student of "rights protection" on the hood retorts that no official reply has been received from Mercedes Benz and the incident has not been resolved. Before that, 660000 women bought Mercedes Benz new cars and leaked oil before they went out of the store. Xi'an market supervision bureau has set up a joint investigation team to intervene in the investigation. In today's society, can we only safeguard rights in this way? I hope the relevant departments can intervene and give consumers a reasonable answer.
These two days, a 2:38 second (also known as more than 5 minutes in some versions) video of rights protection was pushed onto the hot search by many netizens. In the video, an Xi'an woman, who claims to have graduated from a graduate school, sits on the hood of a red Mercedes Benz car and cries to protect her rights. According to the video, it was the Mercedes Benz 4S store in Xi'an that was involved.
Yesterday, a reporter from the Sanqin Metropolis Daily learned from the Mercedes Benz 4S store in Xi'an that they had reached an agreement with the woman. At present, the high tech branch of Xi'an market supervision and Administration Bureau has been involved in the investigation.
The engine leaked soon after I picked up the car
In this video taken on April 9, a crying woman sits on the front hood of a brand new red Mercedes Benz car and accuses Xi'an lizhixing Automobile Co., Ltd. She sobbed that she spent 660000 yuan on a new Mercedes Benz at the Li Zhi Xing Mercedes Benz 4S store in Xi'an, and found that the engine leaked oil after picking up the car. She immediately called the sales department, who said that the engine ran out of oil and asked the store to refuel it.
After driving the car back to the store, Mercedes Benz has been parked in the store. During this period, the female car owner negotiated with the 4S shop three times. 'the first time I asked for a refund, then I asked for a change instead of a refund, and then I asked for a compensation instead of a change. 'until April 8, 15 days later, lizhixing overturned the previous solution again, saying that under the current situation, according to the state's "Three Guarantees" regulations, the engine can only be replaced free of charge.
'it's a natural disaster to change the engine without driving a kilometer. If I really change the engine and can't sell a second-hand car, why should I accept it?' "the female car owner was forced to come to the 4S store again and sit in the car, crying and complaining. In the video, although the woman is extremely angry, she still tells the truth, hoping to get a reasonable solution.
It is understood that the car was purchased by the family to celebrate the woman's 30th birthday. The price of the car is 660000 yuan. After the female owner has paid more than 200000 yuan in down payment, she has to repay the monthly payment.
This 2:38 video, after being published on the Internet, caused an uproar.
The parties want the manufacturer to give an explanation
The reporter contacted in many ways and finally found Ms. Wang (pseudonym).
According to Ms. Wang, she chose a Mercedes Benz CLS 300 originally imported from Germany in early March with the recommendation of a Mercedes Benz 4S assistant in Xi'an, and paid a deposit of 10000 yuan and signed the contract. On March 22, we will go through the payment and collection procedures according to the agreed time, and complete the insurance, financial service fee, license agent fee and other procedures on the same day. After the payment, the sales staff took Miss Wang and her family to check the Mercedes Benz CLS 300 in the exhibition hall. 'the sales staff said that they would send a film to the car, wash it, do a new car test, and let them wait for another 3 to 5 days. On the 27th, I was informed that I could pick up the car. My family and I went to the 4S store to go through the procedures of picking up the car, and went to yuhuazhai vehicle management office for listing according to the sales staff's instructions. However, on the way to listing the new car, the alarm in the car went off, and the system prompted that 1L engine oil should be added to the next refueling. The sales staff said that it didn't matter. They went to the store to refuel first, and then quickly put on the market. They would deal with it when they got back to the store. But back in the store, the alarm still didn't go off. On the same day, the 4S shop carried out a test on the car, and the report clearly stated that the engine leaked oil. On the same day, I asked for a refund or a car change, and they asked to wait. More than half a month later, no official from the Mercedes Benz brand side came out to explain what the problem was and how to solve it. That's why I went to the 4S store to talk to them. '
Ms. Wang said that she had sought help from Mercedes Benz officials, registered with them, reflected and complained to relevant departments. However, she finally replied that she could only repair the car in accordance with the terms of the Three Guarantees service. Ms. Wang said that she had no choice but to take such actions. Now she only hopes that the manufacturer can give an attitude as soon as possible and give an explanation to solve the matter.
Market supervision department involved in investigation
Xi'an Li Zhi Xing Mercedes Benz 4S store issued a message on April 11, saying that it attached great importance to the vehicle situation fed back by customers and had been communicating with customers on relevant matters. On April 9, the Mercedes Benz 4S store of Xi'an Li Zhi Xing has eliminated misunderstanding with customers and reached a friendly consensus. Through this, Xi'an Li Zhi Xing Benz 4S store also realized that there is still room for improvement in customer communication details and communication efficiency.
Yesterday morning, when the reporter came to the Xi'an lizhixing Benz 4S store on Keji 8th Road, the staff said that it was inconvenient to disclose the specific solutions with female car owners. At the same time, the reporter learned from the relevant departments that at present, the high tech branch of Xi'an market supervision and Administration Bureau has launched an investigation on the issue of "Xi'an women's purchase of new Mercedes Benz cars leaking oil".
Lawyer: 4S shop violates consumer protection law
Yesterday, the reporter consulted a professional lawyer about whether the 4S store of Xi'an Li Zhi Xing Benz has infringed upon the rights of the women who cry about buying a car.
Li Hanwen, a lawyer from Shaanxi Fazhi law firm, said that China's "Regulations on the liability for repair, replacement and return of household automotive products" (hereinafter referred to as the "Three Guarantees" Regulations for automobiles) specifies the "warranty period" and "Three Guarantees validity period" of household automotive products. Product quality problems during the warranty period can be repaired free of charge. Within the validity period of the "Three Guarantees", if the specified return conditions and exchange conditions are met, consumers can go through the return or exchange procedures with the "Three Guarantees" voucher and car purchase invoice. According to the regulations, the warranty period is no less than three years and 60000 km, and the "Three Guarantees" period is no less than two years or 50000 km.
"Warranty period" and "Three Guarantees validity period" are two concepts, which should be distinguished. As for the most concerned condition of goods return and exchange, AQSIQ listed four specific situations in the regulations on "Three Guarantees" for automobiles: first, the seller can choose to replace or return the goods if the steering system fails, the brake system fails, the car body cracks or the fuel leaks within 60 days of issuing the purchase invoice or within 3000 km of driving distance; Second, if the serious safety performance fault has been repaired for two times, or if there is a new serious safety performance fault, you can choose to return or exchange the goods; third, if the engine and transmission have been replaced for two times, or the same main part of them has been replaced for two times, but still can not be used normally, you can choose to return or exchange the goods; Fourth, the same main parts of the steering system, braking system, suspension system, front and rear axles and car body can not be used normally after being replaced for two times. Consumers can also choose to exchange or return goods.
In response to this incident, the decision of "return, replacement and repair" in the "Three Guarantees" regulations should be made by consumers, not by Xi'an Li Zhi Xing Benz 4S store, which is obviously in violation of the "consumer protection law". At the same time, lawyer Li said that female owners can check the PDI checklist of the purchased vehicle to confirm the process of the vehicle from Mercedes Benz China to the 4S store, and whether there are full inspection records before the vehicle is delivered. If the vehicle has any record of engine oil leakage before delivery, the seller is suspected of sales fraud. According to the law of the people's Republic of China on the protection of consumers' rights and interests, female car owners can ask the seller to refund one and compensate three.