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Media undercover visits to two joint venture brand 4S stores exposed the inside story of their maintenance on the search hot list. In the process of daily car use, most car owners choose to believe in the professionalism and credibility of the 4S store, and the repair and maintenance projects are safely handed over to the 4S store for operation, but they do not realize that the exposure of these inside stories is more and more frightening. In response to the matter, the two brands involved quickly issued an official statement in response.

According to the Beijing News, when it secretly visited 4S stores of two joint venture brands in Beijing recently, it found that 4S stores had problems such as "smashing good parts for fixed damage and repair", "false cleaning and maintenance", "intercepting excess oil" and so on, in order to seek greater maintenance profits. Some lawyers believe that the 4S store is suspected of insurance fraud. The rest of the exposed projects "deceived" their loyal customers.

The exposure of these problems began with media visits to SAIC-Volkswagen Beijing Star Tiancheng 4S store and Dongfeng Nissan Shengtong franchise store. Media visits to SAIC-Volkswagen Beijing Star Tiancheng 4S store found that before the car was disassembled and damaged, the 4S store would smash the original intact water tank frame to increase maintenance costs.

In the maintenance workshop of SAIC-Volkswagen Beijing Star Tiancheng 4S store, when the maintenance technician was ready to disassemble and determine the damage to Volkswagen Golf, the after-sales staff of the 4S store smashed the water tank frame with a hammer and asked the maintenance technician to include the damage in the fixed damage.

The investigation found that when the 4S store encountered a vehicle failure, it was generally "only constantly changing". The technician said, "order a new one when it breaks down, and when the new accessories are replaced, the car will be repaired." For the water tank frame that has just been smashed, the technician said, "anyway, the insurance company pays," it's normal, every car is smashed, otherwise you can't make money, that's what happens in this industry.

The media also made secret visits to the Dongfeng Nissan Shengtong store, which was awarded the title of "national five-star benchmarking store" by Dongfeng Nissan, but its "operation" contrasts greatly with its title. The media found that the store had problems such as "non-compliance in vehicle inspection and maintenance" and "interception of oil products purchased by customers".

According to the survey, in order to save time, maintenance technicians often borrow battery test reports from other vehicles to make up the number, and many items that should have been tested were not done in the actual maintenance process, but will still check the corresponding items.

In the process of vehicle maintenance, the shop maintenance technician opened a bottle of throttle cleaner that had not been opened, and then poured it directly into the waste oil recycling bin next to it. It is understood that the price of the throttle cleaner dumped in the 4S store is 99 yuan, plus 180 yuan for man-hours, and the car owner spent a total of 279 yuan on the throttle maintenance project, but in fact the technician did not clean the throttle valve for the car.

In addition, when selling to customers, the store will let car owners buy more oil than they actually use, and secretly intercept and collect the excess oil after each maintenance. These intercepted oil products will be uniformly recycled in the store after work. There is also an inside story on other maintenance oils. one of the car owners bought two barrels of transmission oil at the price of 244 yuan per barrel, but in fact the technician only used one barrel.

In view of the exposed 4S store behavior, not only to obtain the maximum profit false maintenance, but also deceive customers not to take it seriously, ignoring brand service promises, for the majority of loyal customers is also cold heart.

In the case of "smashing good parts and determining damage", some lawyers said that if the damaged vehicle is insured by commercial car insurance, the 4S store is suspected of insurance fraud, and even if the vehicle is not insured, the behavior of the 4S store is also suspected of intentionally destroying property.

Under the continuous exposure of the inside story of the maintenance of the 4S store, the brands involved, SAIC Volkswagen and Dongfeng Nissan, both made statements in response.

SAIC-Volkswagen responded that the dealer was suspected of seriously violating SAIC-Volkswagen dealer management guidelines to provide services to users, and there was also the act of leasing the operating site to a social repair factory without authorization. For this reason, the dealer has been ordered to suspend business immediately and be investigated. At the same time, SAIC Volkswagen has launched a special inspection on the after-sales service behavior of dealers across the country, apologizing for the trouble that may be caused to consumers by the relevant behavior in the report.

Dongfeng Nissan issued an official statement in response that it had disqualified the franchise store from star rating and made rectification by a deadline; carried out after-sales service inspection of the franchise store nationwide; and apologized to the vast number of users for the incident.

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