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As the most important part of the automobile, the engine can be said to directly affect the use of the whole vehicle. Recently, Mr. Zhai from Henan was so annoyed that he was not only replaced by a non-original engine in a 4S store, but also forcibly "impounded" the vehicle. Many complaints still failed.

It is understood that in 2017, Mr. Zhai bought a Mercedes-Benz C-Class sedan in Henan Shangqiu Pengdong Automobile sales and Service Co., Ltd., at a total cost of more than 400,000 yuan. In August this year, because the vehicle was driving in heavy rain, which caused the engine to break down in the water, it needed to enter the 4S store for maintenance through the insurance process, but encountered a series of problems.

According to Mr. Zhai, the person in charge of the Mercedes-Benz 4S store originally said that the replacement engine of the vehicle needs to be imported from abroad, so it takes 3-4 months from booking to delivery to repair, but later the person in charge said that the car could be repaired in about a month.

When the 4S store was ready to replace the engine, he informed Mr. Zhai in advance, and when Mr. Zhai went to check the engine that arrived, he felt that the surface of the engine was rough, unlike the original engine and questioned it, but the staff of the 4S store replied, claiming that it was a qualified product and could rest assured that it could be repaired, but he did not have any purchase documents and written proof of the original Mercedes-Benz parts.

Finally, after negotiation, Mr. Zhai agreed to the maintenance plan of the 4S store. Unexpectedly, when Mr. Zhai wanted 4S to provide engine-related source certificate again, he was given a maintenance agreement (not the original factory purchase plan) from the 4S store and asked for signature confirmation, otherwise he could not drive the car.

It can be seen from the maintenance agreement that according to the requirements of Party An and speeding up the progress of vehicle maintenance, Party B will use accessories purchased through non-factory channels and other channels.

In this regard, Mr. Zhai refused to sign the agreement, because in his view, signing the agreement is to admit that he requested the use of non-original parts, but also admitted that the use of non-original parts, this is to get rid of responsibility.

Mr. Zhai also said that because of the problem, he complained to Mercedes-Benz's 400 customer service phone 16 times, and each time the reply he received was "will communicate with the relevant departments as soon as possible." Even when the 4S store negotiated to solve the problem, the staff complained: "too serious, how can there be friends?"

At present, Mr. Zhai said that he only wants to get back a safe car, but has not received a reply from the 4S store. In response to this matter, the media contacted the person in charge of the Pengdong Mercedes-Benz 4S store in Shangqiu City, but the after-sale has been evaded by "inconvenient answer" and "no comment".

There are quite a lot of spare parts from non-original sources, including used car disassembly, professional spare parts renovation factories, and even second-hand trading platforms such as Xianyu, etc., but this kind of accessories not only can not guarantee the reliability of the engine in the later stage. It also has a serious impact on the second-hand residual value of the vehicle. As the core component of the vehicle, Mr. Zhai refuses to sign is also the normal psychology of consumers.

The practice of Shangqiu Pengdong Mercedes-Benz 4S store, in the view of lawyers, has been suspected of infringing upon consumers' right to know, independent choice and fair trade.

According to the relevant provisions of the Law on the Protection of consumers' Rights and interests, consumers have the right to require operators to provide relevant information about the origin, producer, performance, production date, validity period, inspection certificate and so on. If a consumer asks about the quality of a commodity or service, the operator shall give a true and clear reply. At the same time, the 4S store compels consumers to sign the purchase and maintenance agreement of non-original channel accessories by "impounding" vehicles, which also infringes on the right of independent choice and fair trade.

As a luxury brand car company, Mercedes-Benz publicizes the high-quality service promise of "customer first", but the repeatedly exposed "negative" news shows that it is very difficult for consumers to safeguard their rights in the face of Mercedes-Benz quality problems. even after consumers make appointments in accordance with the operation process, they are still evaded again and again, making consumers look exhausted on the road of safeguarding their rights. The frequent recalls and rights scandals still failed to make Mercedes-Benz reflect on its own quality and service problems.

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