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On October 19, when the Beijing News secretly visited the 4S stores of two joint venture brands in Beijing, it found that there were problems of repair chaos in the two 4S stores, such as "smashing good parts for fixed damage and repair,"false cleaning and maintenance," and "intercepting excess oil," which seriously damaged the interests of consumers in the two major links of repair and maintenance.

According to previous reports, SAIC Volkswagen Beijing Star Tiancheng 4S store smashed the car and determined the damage. After a staff member of the after-sales department smashed the frame of the water tank, he asked the maintenance technician to disassemble it and count the damage as the damage. Dongfeng Nissan Shengtong store also has a lot of maintenance chaos, including "non-compliance with vehicle inspection and maintenance", "interception of oil products purchased by customers" and so on.

The incident quickly sparked heated debate, with SAIC Volkswagen and Dongfeng Nissan respectively responding to the actions of the exposed dealers. SAIC-Volkswagen said 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 renting the operating site to a social repair factory without authorization. The dealer was ordered to suspend business immediately for relevant investigation. The store was disqualified from star rating and rectified by a deadline, Dongfeng Nissan said in a statement.

After the manufacturer's statement was issued, some media paid a return visit to the dealers involved and found that SAIC-Volkswagen Beijing Star 4S store did not take any closure measures, and the sales staff did not mention any relevant information about the closure, nor did they find any signs of "being investigated". The survey found that the pre-sale and after-sale business of the 4S store was not affected. In the process, consumers came to the store to see and choose cars, and vehicles drove in and out from time to time at the after-sale repair entrance, while maintenance personnel were handing over vehicles.

On the evening of the 20th, the dealer store posted a notice of "internal rectification and separate notice of opening time" on the front door. According to the store's marketing director, SAIC-Volkswagen and the transportation bureau in its jurisdiction have been involved in investigating the matter. at present, SAIC-Volkswagen has shut down the repair and maintenance reporting system of the store, and new business cannot be carried out in the store. at present, only a few sales staff are left to answer customer questions, unable to sell new cars, and the vehicles repaired in the repair workshop are all cars to be repaired before.

The same is true for the Dongfeng Nissan Shengtong store, the investigation found that the store's pre-sales and after-sales-related business is still normal, including several car owners in the after-sales rest area waiting for the vehicle maintenance to be completed. From the point of view of the scene, there is a large area of transparent glass in the rest area to see the vehicles working, but some car owners said that "there is a big glass in the rest area, it is not clear whether it has been changed (oil), it is not clear."

In view of the maintenance chaos problem existing in Dongfeng Nissan Shengtong franchise store, Fangshan District Market Supervision Administration has been involved in the investigation. The person in charge of the repair and Management Section of Fangshan Transportation Bureau said that according to the specific circumstances of the investigation and collection of evidence, the 4S store involved will be fined or suspended.

The brand involved quickly issued a statement and responded to the intervention of relevant departments, so that the interests of consumers have been valued and protected. As far as manufacturers are concerned, it is still necessary to standardize the service process and service quality of its dealers and protect the legitimate rights and interests of consumers.

In fact, the above exposure of the so-called repair and maintenance insider has gradually become the "hidden rules" of the industry. People in the industry are not surprised. Although consumers are angry, it is difficult to safeguard their rights. In the long run, even if the two dealers take corresponding measures, the chaos in the repair and maintenance process will never be put an end to the exposure of the two dealers. For regulators, intervention in the investigation and related penalties can not fundamentally solve the problem.

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