"Not only did the engine oil burn, but also leaked oil, and even the engine cylinder was changed." Talking about this experience of rights protection, Mr. Yang, a citizen, had a bitter stomach to pour on this newspaper to "help Nong". Since 2016, the Changan Mazda car he purchased has failed several times, always falling into a vicious circle of "broken repair, repair and then bad", and many complaints have been fruitless. What is even more infuriating is that the manufacturer asks for maintenance documents and test reports, but the other party claims that "this is an internal secret of the company" and refuses to provide consumers with any maintenance and test documents about the fault conclusion.
The middle cylinder was replaced and there was a failure
Mr. Yang told reporters that in February 2016, he spent nearly 300,000 yuan to buy a Changan Mazda CX-5, selling 4S stores for Shanghai Hengchang Automobile Sales Co., Ltd. on Wuzhong Road in Minhang District, with a warranty period of 3 years and expiring until February 1, 2019. In August 2016, he made a long-distance drive due to his penchant for outdoor self-driving, and found that the car "consumed nearly 1 liter of engine oil per 3,000 kilometers." "This is burning oil." To this end, he has repeatedly negotiated with the 4S store, but the problem has not been solved.
In the past 1 year, Mr. Yang found that the car not only consumed too much oil, but also had oil seepage, smoke and other conditions, and after maintenance, abnormalities would occur again, which was annoying. Due to the frequent condition of the car and the damage of the three-way catalyst, Mr. Yang had to stop driving and leave the car idle in the parking lot.
It is worth noting that in October 2018, the car had an overhaul. At that time, Mr. Yang proposed to Changan Mazda to replace the engine assembly, but the manufacturer did not agree, and finally adjusted it to "change the engine cylinder". "At that time, the dismantling, the staff said that the engine assembly error caused the burning of the oil. The 4S shop also said to help me extend the warranty period. Mr. Yang stressed that after changing the cylinder in October 2018, there were still problems, "After changing the cylinder, it was repaired as many as 5 times in a row." It is understood that the 4S store is free maintenance every time, and also verbally promised to extend the warranty period until November 2021. However, Changan Mazda has never provided consumers with test reports involving maintenance conclusions.
The Changan Mazda CX-5 purchased by Mr. Yang was replaced with an engine cylinder in 2018, but it still has frequent failures since then. Courtesy of the interviewee
4S shop denies "burning engine oil"
So why does the vehicle "burn oil" and "leak oil" occur? In mid-January, the reporter called the Changan Mazda customer service hotline to verify the situation, but as of press time, no one has replied.
The reporter also contacted Shanghai Hengchang Automobile Sales Co., Ltd. Mr. Shao, who is responsible for after-sales maintenance of the company, responded that there was a test last year, from March 15, 2021 to April 23, 2021, Mr. Yang's vehicle traveled about 1932 kilometers, during which the oil consumption was about 327 milliliters, and the oil consumption of 100 kilometers was 16.9 milliliters. Vehicle fuel consumption per 100 km is 10.5 liters, and the fuel consumption ratio of engine oil is 0.16%. 4S shop believes that according to the relevant national standards, the oil consumption is in the normal range, so there is no "burning oil". The person in charge explained that on October 18, 2018 (mileage of 52,100 kilometers), Mr. Yang reflected that the vehicle consumed 900 milliliters of oil at a maintenance interval of 10,000 kilometers per maintenance interval, and according to the test and uploaded to the Changma Technical Department, the final application for a successful claim was made to replace the engine cylinder.
The reporter asked, when replacing the engine cylinder in 2018, did Changan Mazda Company issue a test report, and how was the cause of the failure filled in at that time? The person in charge surnamed Shao said bluntly that there was no test report, and the manufacturer sent an email to confirm the detection data.
What is the cause of oil leakage? In this regard, the 4S shop did not answer directly, only said that it can be repaired for free after that, and provides a free scooter during the maintenance period.
In the interview, the above-mentioned person in charge always denied that there was a problem with the engine. In response to the current problem of ternary catalytic converter failure, he said that it needs to be checked by technicians, and the cause of the failure is not known at present. It also said that Changan Mazda's after-sales and quality department judged according to the information feedback from dealers that the engine of this car did not have abnormal oil consumption failure.
The test records turned out to be confidential
For the 4S store's statement, Mr. Yang is difficult to agree with. He pointed out that first of all, when the engine cylinder was replaced in 2018, the 4S shop staff clearly said that there was an "assembly error", but now they deny it. Secondly, in several communications, he reflected that the situation was "nearly 1 liter of engine oil consumed per 3,000 kilometers", as evidenced by recordings. But in the dealer's reply to the media, it turned out to be "900 ml of oil consumed per 10,000 kilometers", and this data came from nowhere.
Before the press release, Mr. Yang formally proposed to the 4S shop to return the car, and asked Changan Mazda to provide a test report for dismantling the engine in 2018.
On January 21, Hengchang 4S store made a statement: "There is no test report, only Changan Mazda internal judgment email." The 4S store claimed that the email could not be displayed to consumers on the grounds that "the internal email is an internal secret of the company and cannot be disclosed externally."
"This is ridiculous! If the 4S store falsely reports data, who will supervise it? Mr. Yang said that consumers have the full right to know and view the relevant maintenance records, and hope that the brand side will face up to the problem, issue all maintenance reports in a timely manner, and respond to the reasonable demands of consumers clearly, transparently and openly.
Xinmin Evening News reporter Xia Yun