AutoBeta(AutoBeta.net)05/09 Report--

Travel blogger Yang Xu's travels recently posted a video on Weibo saying that his newly bought Iveco RV broke down and took ten days to repair it six times. The blogger shed tears because of the twists and turns on the road to safeguarding his rights.

The blogger said that the Iveco RV had malfunctioned since April 26 and the dashboard showed a failure of the emission system. In the next few days, I went to Bayannur Iveco after-sales service station and Yinchuan Iveco after-sales service station for maintenance, but failed to solve the problem. At the Iveco after-sales service point in Yinchuan, staff cleaned the nozzles of the vehicle emission system and charged a fee of 300 yuan. The blogger raised two questions: the first is that his car is still in the warranty period, why charge a fee? The second is that the cost was not informed before the maintenance, and only after the maintenance. 300 yuan is not much, but what if it is 3000?

Since then, the blogger has gone to the after-sales service point twice for maintenance, but the problem has not been solved. On May 5, the blogger came to Iveco's after-sales site for the sixth time, and it was found that the fault code of the vehicle may be a problem with the nitrogen and oxygen sensor, because the site did not have the corresponding accessories. so he removed the accessory from a test car and replaced it on the blogger's vehicle. After the replacement was completed, the blogger and the staff of the after-sales site ran around the highway around the city, and the fault code did not pop up for a long time.

The blogger was happy because the problem was found and the car was repaired by changing accessories. However, when they returned to the after-sales site, the staff asked to return the nitrogen and oxygen sensors they had promised to replace on the grounds that they would take part in the event the next day after the test drive. The blogger said that putting this maintenance piece on my car affects sales performance, whether it affects my itinerary on the test drive, and whether to choose customer service or sales performance to be considered by the after-sales site. Without consent, the staff took the car keys and drove the car to the ditch to pick up the accessories, according to the blogger.

Talking about these maintenance experiences, the blogger shed tears at the scene. The blogger said that the car is not property, but more like a partner, this partner has been cured, but also made into a patient, do not agree can not understand. At the end of the video, the blogger said that he would not accept any compensation or compensation and only asked Iveco to apologize for the after-sales service.

The day after the video was sent, Nanjing Iveco posted a letter of apology on the official Weibo. Iveco said in the letter of apology that individual personnel of dealers have problems such as weak user awareness, lack of communication and inappropriate handling, and we apologize for the trouble and inconvenience caused to you. We immediately asked the Yinchuan dealer to replace the nitrogen and oxygen sensor immediately; during the vehicle inspection, the urea nozzle was found to be crystallized, so the urea nozzle was cleaned, but this failure is not directly related to the use of special urea. Yinchuan dealer has been instructed to refund the maintenance cost immediately Through this incident, we have asked dealers to standardize sales, service and other business in accordance with Nanjing Iveco management standards and implement rectification.

Responding to Iveco's apology letter, the blogger said on Weibo that he was gratified that what he wanted was such an official response. The blogger said that after the video was released, the test car came back, and the staff removed the test driving parts and changed them to their own car that night, and the car returned to normal. The blogger said he accepted the official apology. First of all, the after-sales staff and the after-sales manager had finished dealing with the matter at more than 11:00 that night. At that time, the family of the after-sales manager kept calling him, which showed that he cared about the matter very much. In addition, Iveco officials held an emergency meeting, including organizing after-sales groups and sending letters of apology quickly, all of which could accept the way to deal with the problem quickly, so they accepted the official apology. At the same time, bloggers also put forward corresponding demands, not only for their own cars, but also for other riders to have similar situations, proving that this is not an isolated case. I hope Iveco can give some guidance to front-line employees in response to these problems, so that they will not be at a loss when dealing with customer problems.

Data show that Nanjing Iveco Automobile Co., Ltd. was established on March 1, 1996, is a joint venture between Nanjing Automobile Group and Italy's Iveco, each holding 50%. On December 26, 2007, the cooperation between China and South Africa was successfully signed. After asset integration, Nanjing Automobile Group has become a wholly owned subsidiary of SAIC. In other words, Nanjing Iveco is now the Sun Company of SAIC.

In the domestic RV market, Nanjing Iveco is the market leader. According to the statistics of the Automobile Club Branch of the China Automobile Circulation Association, the overall domestic RV sales in 2020 were 8787, of which Nanjing cars were 3895, accounting for 44%, followed by SAIC Chase, with 2363 RVs in 2020 and Jiangling Automobile in third place.

The problems reflected on the blogger's Weibo are actually a microcosm of the automobile market. "it is easier to buy a car than to protect its rights" has become the current situation of after-sales development of automobiles, exposing many problems such as chaotic pricing in the aftermarket, imperfect supply chain in the end market and after-sales service. Xiao Zhengsan, vice president and secretary general of the China Automobile Circulation Association, pointed out that the saloon car market is not only related to the automobile market, but also to the development of the national tourism market. "the most urgent task now is to form market standards. Let the enterprise production, sales behavior, after-sales service form a standard, so that the consumer rights and interests of consumers can be better protected."

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