AutoBeta(AutoBeta.net)11/22 Report--

According to relevant media reports, Mr. Weng of Fuzhou bought an imported Mercedes-Benz clap 220 sedan in Fuzhou Mercedes-Benz Star in 2017, but there was an abnormal engine noise in the vehicle in July this year. After testing at the 4S store, it was confirmed that the problem was a quality problem and was willing to replace it with a new engine, but the store could not provide it when the owner needed the specific source of the engine.

According to Mr. Weng, at that time, he found that there was a very serious abnormal noise in the position of the vehicle engine, so he went to the 4S store for testing and learned that the vehicle test result showed that the engine cylinder block was worn and the engine needed to be replaced. The store also admitted that the problem is not man-made, it is a quality problem.

However, Mr. Weng refused to replace the new engine, because in Mr. Weng's view, the engine as a core part of the vehicle is not a small problem. I hope the store can issue a professional data analysis and test report. It said that as a consumer, it has the right to know and can ask the store for details such as fault diagnosis and maintenance plan. At the same time, Mercedes-Benz, as a brand car company, also has the obligation to issue relevant certificates.

After the 4S store informed the arrival of the new engine, Mr. Weng asked the 4S store to provide the source information and proof of the engine, but the 4S store failed to provide it, but only gave a product certificate and several engine photos, so Mr. Weng had doubts about the source of the new engine.

In addition, from the pictures provided by the 4S store, Mr. Weng found that the product code on the product certificate issued by the 4S store did not match the code on the engine shell, so he refused to replace the engine. In addition, Mr. Weng also mentioned that the Mercedes-Benz after-sales staff responsible for docking the incident had been communicating by phone, which made them feel dissatisfied.

In order to verify the situation, the reporter accompanied Mr. Weng to Fuzhou Lizhixing Automobile sales and Service Co., Ltd. But on the day of the interview, Mr. Weng still did not get any reply on this matter, and 4S has been evading it on the grounds that the person in charge is not present, and even said that he needs to make an appointment before dealing with the situation. Mr. Weng also said that he had encountered this situation on many "visits".

When the reporter contacted the staff of the 4S store by phone, the other side always said "no comment", and then will make another appointment with Mr. Weng to negotiate. Mr. Weng was very disappointed with the current situation and said that he would not buy Mercedes-Benz any more. As a luxury car company, he could not experience the luxury quality and service. At present, I learned from Mr. Weng that the relevant after-sales personnel have not yet negotiated.

Obviously, repeated media exposure still can not cause Mercedes-Benz to pay attention to consumers, and 4S stores often deal with the attitude of avoiding important points and evading problems, which is indeed contrary to Mercedes-Benz's "customer first" service commitment. perhaps only like the Xi'an "Mercedes-Benz" female incident, will the incident rise to the topic of public opinion in order to be valued by Mercedes-Benz, but it is not eroding consumers' trust in their own brand step by step.

Welcome to subscribe to the WeChat public account "Automotive Industry Focus" to get the first-hand insider information on the automotive industry and talk about things in the automotive circle. Welcome to break the news! WeChat ID autoWechat