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Previously, Mr. Weng of Fuzhou bought an imported Mercedes-Benz cla220 on Mercedes-Benz Star in 2017. There was an abnormal noise in the vehicle engine in July this year. After inspection by the 4S store, he admitted that it was a quality problem and agreed to replace an engine for Mr. Weng, but in the meantime, he always communicated with Mr. Weng by phone. Mr. Weng could not even be specifically informed about the handling of the vehicle, the quality reasons and the source of the replacement of the engine.

For a luxury brand 4S store with such a service attitude so that Mr. Weng can not accept, then called the media, a few days after the media report, the Mercedes-Benz 4S store finally made a reply. A person in charge of the 4S store said that the maintenance-related materials mentioned by Mr. Weng would normally be provided to the car owners, and the reason why they could not be provided in time was the company's reason, and the staff failed to communicate well with Mr. Weng on the docking.

In this regard, the after-sales manager issued a quasi-construction order to Mr. Weng. However, in Mr. Weng's view, the construction order still does not mention the specific cause of damage to the vehicle engine. I hope the store can provide more details, and the 4S store also agrees that it will be made up later.

In view of the inconsistent coding of the engine, the person in charge of the 4S store also explained that the code on the picture of Mr. Weng was only the code of a part list, not the code of the engine. At the same time, the person in charge took Mr. Weng to the warehouse to check the engine code, and the certificate was consistent with the box and the three yards of the engine.

In this regard, Mr. Weng also recognized that the source of the engine was compliant, but he also questioned whether the engine was imported, because he bought a purely imported model and did not want to replace a domestic engine. According to the explanation given by the person in charge of the situation, whether the engine is imported or not needs to wait for feedback from Mercedes-Benz manufacturers, and will communicate with Mr. Weng later.

From the point of view of this matter, Mercedes-Benz, as a luxury brand car company, whenever it encounters problems, it is treated with an attitude of avoiding the most important points and dealing with them very slowly. Only when the incident is reported by the media can it be taken seriously, and the image of Mercedes-Benz will be greatly reduced in front of consumers and the media. In addition, when the staff who docked with Mr. Weng in the incident did not know whether they were irresponsible or not prepared, they casually used a picture to deal with the consumers. How could this be called a service?.

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