Original title: General Administration of market supervision talks about Mercedes Benz's violation of law in charging financial service fees
After the "Xi'an Benz oil spill" on April 11, the General Administration of market supervision attached great importance to it, and immediately required the Shaanxi Provincial Bureau of market supervision and Xi'an Municipal Bureau of market supervision to intervene in the investigation, severely investigate and punish the illegal acts, and timely announce the handling results. On May 10, the State Administration of market supervision interviewed Mercedes Benz on the incident and related issues. The Department of online transaction supervision and administration of the State Administration, the Bureau of price supervision and inspection, the Bureau of anti unfair competition and the Bureau of quality development put forward specific rectification requirements.
At the meeting, the person in charge of the relevant departments and bureaus of the State Administration of market supervision pointed out that the "Xi'an Benz oil spill incident" has aroused continuous concern from all walks of life since it happened one month ago, which has had a significant impact on the whole country and exposed some long-term and common problems in the automotive industry. In particular, 4S stores charge 'financial service fees', misinterpret' Three Guarantees' regulations, bundle sales, compulsory consumption, extra price increase, poor quality of after-sales service and other problems have become the strong pain points of consumers.
The person in charge of the relevant departments and bureaus of the State Administration of market supervision stressed that Mercedes Benz 4S stores have charged the corresponding remuneration to Mercedes Benz financial institutions for handling loans for consumers, and then charged consumers in the name of 'financial service fee' and 'loan service fee', which is in violation of the law. Any automobile sales enterprise charging any fee in any name must strictly abide by the price law, consumer protection law and other laws and regulations, ensure that the price is clearly marked in advance, consumers can choose independently, and provide real goods or services with consistent quality and price. It is not allowed to charge fees in violation of regulations; it is not allowed to set up a name to mislead consumers; Compulsory or disguised tie-in, false publicity and induced trading are prohibited. All automobile manufacturers and dealers must correctly understand and strictly implement the "consumer protection law", "product quality law" and "Regulations on responsibility for repair, replacement and return of household automobile products". The premise of applying the automobile "Three Guarantees" regulation is to deliver qualified automobile products. Those who deliver unqualified automobile products shall return and exchange the goods according to law. They shall not misinterpret the automobile "Three Guarantees" regulation to reduce their legal responsibilities, and shall not unreasonably refuse or deliberately delay the reasonable demands of consumers.
In response to this incident and the national consumer complaints and reports, the General Administration of market supervision requires Mercedes Benz to set an example in the industry, operate in good faith and abide by the law, truly respect consumers and truly revere the law. Take this as a warning, draw inferences from one instance, conscientiously self inspect and rectify the problems existing in the production and operation process, actively cooperate with the market supervision departments at all levels to investigate and deal with them; earnestly strengthen the management of dealers, put an end to all kinds of non-conforming and non-standard behaviors; vigorously improve the after-sales service system, smooth the channels of consumer rights protection, and actively and properly solve consumer demands.
Relevant responsible persons of Daimler Greater China Investment Co., Ltd., Beijing Mercedes Benz Sales Service Co., Ltd. and Mercedes Benz Auto Finance Co., Ltd. said at the meeting: they will sincerely accept the guidance of the General Administration of market supervision and accept the government supervision and social supervision with an open mind. They will deeply learn the lessons from this incident and reflect on their own understanding and application of the law and after-sales service The system construction, dealer management, fee notification, PDI testing process, product quality control and other aspects of the deficiencies. At present, Mercedes Benz is carrying out a comprehensive self-examination and self correction, and has clearly required all dealers not to charge for providing financial services. In the next step, we will conscientiously implement the rectification opinions of the General Administration of the people's Republic of China, issue the "Service Convention" and the list of charges, ensure that the charges are open and transparent, provide consumers with "Three Guarantees" service superior to the legal provisions, comprehensively optimize the after-sales complaint channels, conduct special review of dealers, improve the access audit, daily management and exit mechanism, and improve consumer satisfaction.
The General Administration of market supervision said that automobile consumption is related to thousands of households, which is crucial for expanding domestic demand and promoting high-quality development. The healthy development of the automobile industry is in the interests of all. In this regard, we urge all automobile production, sales, maintenance and other related enterprises to strictly abide by the laws and regulations, implement the main responsibility of consumer rights protection; advocate strong sense of social responsibility, especially the leading enterprises in the industry, constantly improve the consumption experience, improve the quality of goods and services; encourage more enterprises to establish a rapid settlement mechanism of consumer disputes, and promote the resolution of the source of consumer disputes. In the next step, the General Administration of the people's Republic of China will play a leading role in the inter ministerial Joint Conference on consumer protection, carry out special rectification on the automobile sales industry with relevant departments, effectively break the hidden rules strongly reflected by consumers, resolutely investigate and deal with violations of consumer rights and interests, accelerate the revision of the automobile "Three Guarantees" provisions, and promote the establishment of a third-party quality guarantee dispute settlement mechanism; We should carry out the publicity of consumer complaints, improve the long-term regulatory mechanism, better regulate the development of the automobile industry, promote the upgrading and expansion of automobile consumption, and protect the legitimate rights and interests of consumers.