AutoBeta(AutoBeta.net)08/21 Report--

A few days ago, CCTV exposed the case of Guazi selling problematic cars, 259 tests were non-existent, the bubble car was rated as "in normal condition", and a number of consumers suffered losses. Guazi officials responded today by implementing five rectification measures, including ensuring a 24-hour response and striving to 100% resolve the reasonable demands of users within 3 days.

Guazi "admit mistake"

Guazi responded that he had watched it carefully, attached great importance to it internally, and immediately set up a special investigation and rectification team to conduct internal verification and communication with users. meanwhile. Put forward five rectification and reform measures.

First, continue to improve the selection standards and vehicle condition testing standards, strictly standardize and resolutely implement the reinspection operation process, and achieve the five requirements and five nots in the reinspection link; at the same time, regular spot checks by official third-party agencies will be introduced to minimize the occurrence of related problems.

Second, improve the standard and process of after-sales service. In view of the non-standard characteristics of "one car, one condition" of second-hand cars, we will invite experts from the industry and relevant government agencies to sort out 259 tests again, and will strictly implement them according to the carding results. We will strictly grasp the implementation of 259 professional tests and five-dimensional integrated testing system.

Third, raise the scope of after-sales protection to the highest standard in the industry, provide extra-long after-sales protection for 2 years or 40,000 kilometers, change the return of major accident vehicles from 30 days to direct return upon discovery, add 40 items of vulnerable parts and fault screening items, and promise to provide 30-day warranty service for occasional failures that affect the use of vehicles.

Fourth, disclose the service rules. Clarify the scope and process of after-sales protection of service pledges and publicize the supervision methods on websites and stores to reduce over-commitment and opaque behavior.

Fifth, further improve the emergency response mechanism of customer complaints: on the basis of opening ODR and green channels with market supervision and consumers' associations across the country, establish a communication group for complaints and reports, further improve the emergency handling mechanism, ensure 24-hour response, and strive to resolve users' reasonable demands within 3 days.

Problems occur frequently in second-hand cars.

In March this year, Mr. Yang from Qingdao, Shandong Province, bought a used car on the Guazi platform, according to a survey by CCTV's financial and economic program. Without a test run, Mr. Yang paid more than 90,000 yuan for the car and signed a car purchase contract. But Mr. Yang said that as soon as the car was on the road, the light of the car's anti-skid system went on to alarm. Confirmed by the insurance company, the car has a record of being out of danger and is a water-related car.

Mr. Han from Hebei bought a 2017 used car on Guazi platform in October last year, and later found that it was 2016. The market price difference between the two models was 20, 000 yuan to 30, 000 yuan.

In addition, in an activist QQ group of nearly 500 people, we can see that many consumers have similar experiences.

'The salespeople on the Guazi platform assured me very clearly that they were selling cars with no problems, 'Mr. Liu said. Later, I found that there was something wrong with the car. The original owner had a record of a major accident.

Mr. Wang said that the test report said that there was no problem. The 30-day worry-free return of the car signed on the contract was less than 20 days after it was bought. 4S store tested me that the camshaft of the engine needed to be replaced and the water pump of the car needed to be replaced. After negotiation, Guazi platform staff said that the car would not be returned.

Although Guazi claims to have 259 tests, consumers still buy water-soaking cars, accident cars, and even second-hand cars that do not match the board. To make matters worse, consumers are struggling to defend their rights after buying a problem car.

Now, under the exposure of the problems and the pressure of public opinion, Guazi has put forward "five rectification measures", which are guaranteed for consumers to buy second-hand cars, but the final implementation situation remains to be tested by the market.

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