AutoBeta(AutoBeta.net)05/11 Report--

It has been a month since the incident of protecting the rights of the female owner of the Xi'an Mercedes-Benz oil spill, which has aroused widespread concern after the incident, which not only exposed the after-sales service and problem handling attitude of the Mercedes-Benz brand and its 4S stores, but also exposed the problem of illegal collection of financial service fees in the automobile sales industry.

There is much debate on the issue of financial service fees charged by dealers on the Internet. Some netizens think that this is a market behavior, and it is impossible to intervene even if they want to intervene, while netizens with another voice think that this is against the provisions of the law.

But after the incident, some Mercedes-Benz 4S stores even raised the loan service fee from 3% to 6% despite the storm of public opinion. A poster at the Renfu 4S store in Hunan reads "loan service fee: 6% of the loan amount." If you have any questions, please consult your sales consultant. The increase in loan service fees was confirmed by the 4s store involved, but did not disclose the reason.

As a result of the Xi'an Mercedes-Benz incident, the financial service fee was exposed, and the State Administration of Market Supervision began to take over the investigation. On May 10, the State Administration of Market Supervision interviewed Mercedes-Benz in response to the problems exposed by the incident, asking Mercedes-Benz to rectify some long-standing and widespread problems. In particular, 4S stores charge "financial service fees", misinterpret the car "three packages" regulations, bundled sales, compulsory consumption, extra price increases, poor after-sales service quality and so on.

The person in charge of Mercedes-Benz responded that "Mercedes-Benz has explicitly asked all dealers not to charge fees on the grounds of providing financial services."

It means that Mercedes-Benz 4s stores charge customers for financial services that are not recognized by Mercedes-Benz.

The State Administration of Market Supervision said that in the next step, it will carry out a special crackdown on the automobile sales industry, effectively break the hidden rules strongly reflected by consumers, resolutely investigate and deal with illegal acts that infringe upon consumers' rights and interests, and speed up the revision of automobile "three guarantees" regulations.

The General Administration of Market Supervision interviewed Mercedes-Benz in full text:

The person in charge of the relevant departments and bureaus of the General Administration of Market Supervision stressed that the Mercedes-Benz 4S store has collected corresponding remuneration from Mercedes-Benz financial institutions for loans, and then charged consumers in the name of "financial service fee" and "loan service fee", in violation of the law. Any automobile sales enterprise that collects fees in any name must strictly abide by the legal provisions such as the Price Law and the Consumer Rights and interests Protection Law, and ensure that the prices are clearly marked in advance, consumers choose independently, and real goods or services that match the quality and price are provided. Fees shall not be charged in violation of regulations; they shall not mislead consumers under a pretext; compulsory or disguised compulsory tie-in sales, false publicity, or induced transactions shall be prohibited. All automobile manufacturers and dealers must correctly understand and strictly implement the provisions such as the Consumer Rights and interests Protection Law, the Product quality Law, and the liability provisions for the repair, replacement and return of household automobile products. The prerequisite for the application of automobile "three guarantees" provisions is to deliver qualified automobile products, and those who deliver substandard automobile products shall return and exchange them in accordance with the law, and shall not misinterpret the provisions of automobile "three guarantees" to reduce their own legal responsibilities. shall not unreasonably refuse or deliberately delay the reasonable requirements of consumers.

In response to this incident and the reporting of consumer complaints across the country, the General Administration of Market Supervision requires that Mercedes-Benz set an example in the industry, operate in good faith and abide by the law, truly respect consumers, and truly respect the law. Take this as a warning, draw lessons from others, conscientiously examine and rectify the problems existing in the process of production and operation, actively cooperate with the market supervision departments at all levels to investigate and deal with them, earnestly strengthen the management of dealers, put an end to all kinds of non-compliance and non-standard behavior, vigorously improve the after-sales service system, smooth the channels for safeguarding consumers' rights, and actively and properly resolve consumers' demands.

The relevant responsible persons of Daimler Greater China Investment Co., Ltd., Beijing Mercedes-Benz sales and Service Co., Ltd., and Mercedes-Benz Auto Finance Co., Ltd. said at the meeting: sincerely accept the guidance of the General Administration of Market Supervision, humbly accept government supervision and social supervision, will deeply learn the lesson of this incident. Reflect on their own shortcomings in legal understanding and application, after-sales service system construction, dealer management, charge notification, PDI testing process, product quality control and so on. At present, Mercedes-Benz is carrying out a comprehensive self-inspection and self-correction, and has explicitly asked all dealers not to charge fees on the grounds of providing financial services. In the next step, we will conscientiously implement the opinions of the General Administration on rectification and reform, issue the Service Convention and the list of charges, ensure the openness and transparency of charges, provide consumers with "three guarantees" services that are better than those prescribed by law, and comprehensively optimize after-sales complaint channels; conduct a special review of dealers, improve access audit, daily management and exit mechanism, and improve consumer satisfaction.

The General Administration of Market Supervision said that in the next step, the General Administration will give full play to the function of the leading unit of the inter-ministerial joint meeting on the protection of consumers' rights and interests and, together with relevant departments, carry out special rectification of the automobile sales industry, effectively break the hidden rules strongly reflected by consumers, resolutely investigate and deal with illegal acts that infringe upon consumers' rights and interests, speed up the revision of automobile "three guarantees" regulations, and promote the establishment of a dispute settlement mechanism for third-party quality guarantee. We will publicize consumer complaints, improve the long-term supervision mechanism, better standardize the development of the automobile industry, promote the upgrading and expansion of automobile consumption, and protect the legitimate rights and interests of consumers.

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