Original title: 'Mercedes Benz: does not charge customers for financial services
Xi'an Benz owners' rights protection incident was recorded and exposed, saying that they were forced to pay 15000 yuan for financial services when they bought the car
Xi'an Benz female car owner Wang Qian (a pseudonym) rights issue has made progress.
On April 14, a recording of the negotiation between Wang Qian, a female car owner, and the person in charge of Li Zhi Xing came to light. The recording shows that although the relevant person in charge of the 'star of profit' 4S store apologized, Wang Qian did not accept this and said she would wait for the results of the vehicle inspection investigation before handling it. In addition, the local market supervision department has set up an investigation team to intervene in the investigation. According to the official microblog of Xi'an Internet Information Office, the market supervision department has instructed the involved 'lizhixing' 4S stores to implement the refund as soon as possible.
In response, Mercedes Benz said it had sent a special working group to Xi'an to communicate directly with customers. On April 14, Mercedes Benz said in a statement that its owners were forced to pay financial service fees that it did not charge dealers and customers any financial service fees.
The two sides did not reconcile
On the afternoon of April 13, Mercedes Benz female car owner Wang Qian (a pseudonym) met with Xi'an lizhixing's relevant person in charge for consultation. The two sides did not reconcile on the spot and had disputes over several issues. Beijing News reporter obtained the negotiation recording from the family members of female car owners. According to the recording, Wang Qian did not agree to the change or refund proposal put forward by Xi'an lizhixing general manager on the spot, and said she was willing to wait for the investigation results after the vehicle test before handling.
Wang Qian said that Xi'an lizhixing evaded the heavy and took the light, charged indiscriminately, refused to admit it and could not accept an apology. The investigation team said that all questions reflected by Wang Qian will be answered after the investigation.
Wang Qian raised several questions during the negotiation. First, the 4S store has been replying to the state's three guarantees that "the vehicle can only replace the engine", but why it does not provide her with a spare car for more than five days of vehicle maintenance in accordance with the state's three guarantees requirements. The store is suspected of using the state's three guarantees to evade responsibility.
Second, on the day she bought the car, the sales staff tried their best to persuade her to use the loan to buy the car. After paying the down payment and insurance fee, she was asked to transfer 15200 yuan to the individual. Afterwards, she learned that it was Mercedes Benz financial service fee. Was there any cheating in the process, and what was the basis for charging the service fee and the pricing standard?
Third, after the video of the incident was revealed, why did the 4S store publicly inform the media on April 11 that it had reached a settlement with the car buyer without negotiation.
Wang Qian said that in response to these queries, the 4S store and Mercedes Benz did not give a reply on the spot.
Mercedes Benz: ask dealers to ensure the legitimate rights and interests of consumers
On April 14, Mercedes Benz responded to CCTV finance that Mercedes Benz has always respected and carried out business operations in accordance with relevant laws and regulations, and does not charge dealers and customers any financial service fees. And said that Mercedes Benz openly and repeatedly asked dealers to be honest and law-abiding in the process of independent operation to ensure the legitimate rights and interests of consumers.
Earlier, Mercedes Benz had announced on its official microblog that it was sorry for the customer's experience. A special working group has been sent to Xi'an to make an appointment with customers as soon as possible for direct communication, and strive to reach a satisfactory solution on a reasonable basis.
Dialogue
Female car owner: "wait for the test results to come out and protect their rights according to law"
On April 14, Mercedes Benz female owner Wang Qian (pseudonym) told the Beijing news that she had rejected the suggestion that Mercedes Benz should refund before testing. She said that she was willing to wait for the test results to come out and protect her rights according to law. She also asked everyone to pay attention to the matter and not dig deep into her personal life. At present, her family is deeply disturbed.
Wang Qian's family member Xiao Lei (not his real name) told the Beijing news that because of the pressure of public opinion and the support of netizens, they have the opportunity to communicate with Mercedes Benz face to face. They hope to get professional authority's investigation and explanation on the unreasonable parts in the purchase process. "There should be many people who have encountered unreasonable places like us. '
Xiaolei said that they have submitted relevant demands to the local industrial and commercial department. The investigation team said that there will be investigation results in the near future. "I put forward eight demands related evidence, including the interest chain of financial service fees, how many people were charged and how they were charged. I hope to see in the investigation results. '
"If it's shoddy, you'll get three for every fake."
Beijing News: what is the progress of the current incident?
Wang Qian: on April 13, I went to the local industry and Commerce Bureau for the first time to cooperate with the investigation, and the relevant departments immediately intervened. I put forward eight demands, which need to be answered by Mercedes Benz.
Beijing News: do you mean Mercedes Benz or Xi'an lizhixing 4S store?
Wang Qian: in the early stage, both of them were passing the buck to each other, but the person who signed the contract with me was Xi'an lizhixing. I also valued the brand, so I went to lizhixing to buy a car. Mercedes Benz officials and lizhixing failed in the process of dealing with it. In fact, I was not satisfied.
Beijing News: what is Mercedes Benz's attitude now?
Wang Qian: during the face-to-face negotiation, Mercedes Benz said that it could refund my money to me first, and then go for the test. If there was a problem, it would compensate according to the relevant standards.
Beijing News: do you agree with this proposal?
Wang Qian: No, I refused. There is no refund before testing. If there is no problem, why do you want to refund it to me? There is no need to do it under the pressure of public opinion. I am willing to wait for the final result.
Beijing News: during the negotiation, Xi'an lizhixing made an apology. Do you accept their apology?
Wang Qian: No, I asked her to answer some of my questions when I communicated with Xi'an Lizhi star. In the end, they didn't answer me. I was also very dissatisfied with the superior attitude of the other party, which made me feel like giving me alms. Now I'm standing in the middle of the whirlpool, and I can't accept it emotionally.
Beijing News: what kind of survey results do you want to see?
Wang Qian: seek truth from facts and discuss the matter on its own. If the test comes down, it is really a pre-sale problem, it should be in accordance with the laws and regulations that shoddy, false one compensate three. If it's an after-sales problem, and the evidence shows that it's caused by my improper use, then I should pay for it and change the engine. As long as there's formal evidence, I believe it.
Beijing News: do you think 4S stores use the national three guarantees to shift responsibility?
Wang Qian: my attitude has always been that as long as they make it clear how to identify it within the scope of national Three Guarantees (new car engine oil leakage), as long as they make it clear, I will recognize it, but they can't make it clear. There is no problem with the national Three Guarantees law. I have carefully read the national three guarantees policy these days, which is very fair. Enterprises should not take the law out of context and turn it into an excuse for enterprises. I hope everyone will have an objective attitude, not to speculate subjectively, and not to ferment maliciously.
'receiving threat information seriously affects personal life '
Beijing News: does public opinion discussion bring pressure to you now?
Wang Qian: in fact, before the video was posted on the Internet on April 12, my family had been avoiding this. Later, the public opinion kept fermenting and fell on one side. The Internet said that I was an actor and a spy. When all kinds of things hit me, I was very sad. My family kept comforting me, so I decided to face it directly and no longer bring trouble to my family, so I gave an interview.
Beijing News: what aspects of harassment have you suffered?
Wang Qian: some people have been looking for me through friends and relatives. My mobile phone number has been leaked out. SMS and wechat are all the information of strangers. There are even threats. Some people make up some things about me on the Internet. It's a problem for my family. The most important thing is that I'm afraid it's even worse for some people to pretend to do some evil things.
Beijing News: is there anything you want to say to the public?
Wang Qian: I would like to appeal to you to pay attention to the incident itself, not to care too much about me, protect my personal privacy, and treat this matter fairly and objectively. When I was interviewed for the first time on April 12, I already indicated that I could not fight mosaics. I am willing to face this matter and lead you to fight for rights, but I don't want you to talk about my appearance, whether I am married, where I study and so on. After this matter, there will be many people who want to fight for rights, and they should be given due respect instead of becoming their concerns in the future.
■ review
March 27
When Wang Qian went to pick up the car, the dashboard said 'fill in 1L engine oil for the next refueling'. The salesman told her to drive the car to the store to solve the problem.
March 28
The sales staff said that the car needs to be upgraded. In the afternoon, they said that they found oil leakage in the engine of the car. Can they take it apart and have a look. Wang Qian didn't agree and asked for a refund or a car change. The salesperson said she had to wait three days.
April 1
The sales staff told me that the refund was quite troublesome, whether it was possible to change the car, and then give some compensation. Wang Qian agreed.
April 4
The salesperson also said that he hoped to replace the vehicle with an engine and make some compensation. Wang Qian did not agree.
April 8
Sales staff said that according to the national Three Guarantees, only the engine can be changed. Wang Qian said it was unacceptable.
April 9
Wang Qian came to the 4S store and sat in the car and had an argument with the shop assistant. 'we didn't make that video. I don't know who made it. '
April 11
The market supervision department of high tech Zone intervened in the investigation. The vehicles involved shall be sealed up in accordance with the law, and legal testing institutions shall be entrusted to carry out technical testing. After the investigation and verification of consumers' new demands and evidence, the fair treatment shall be made in accordance with the law and regulations.
April 13
The market supervision department once again instructed the 4S shop to implement the refund as soon as possible. Mercedes Benz said it had sent a working group to Xi'an.
April 14
Mercedes Benz said it did not charge customers for financial services.