The new Lynk & Co, which was bought for 140,000 yuan, had a fault alarm of the braking system, automatic parking, ABS and ESC system ten days after picking up the car. Recently, consumer Jin Ting (pseudonym) reported to reporters that after the vehicle was towed to the nearest 4S store for inspection, the relevant person in charge of the 4S store verbally said that the car only had a wheel bearing problem and refused to issue a test report. The consumer's request to return the car or compensate 15,000 yuan in cash was also rejected.
From July 16th to 18th, the reporter called the relevant person in charge of the 4S store many times, and the other party said that he had been working hard to communicate with consumers, and could not issue test reports, and it was difficult to meet the demands of consumers, but he would try his best to maximize compensation within his ability.
On July 25, Jin Ting told reporters that the vehicle failure warning had been confirmed as a problem with the wheel bearing, and the two sides reached an agreement on compensation of 15,000 yuan in cash, and the repaired vehicle was also sent back to his residence in the afternoon.
Booking contracts
Consumer Complaints:
According to Jin Ting, on June 27, she bought a new car at the same Lynk & Co 4S store in Baohe District, Hefei City. The next day, the vehicle was delivered by sales Ye to Tongling City, Anhui Province, where she was located.
However, on July 6, while Jin Ting was driving, two abnormal noises suddenly came from above the driver's seat. She immediately pulled over in the emergency lane. After checking, Jin Ting found that the vehicle dashboard showed a failure of the braking system, an automatic parking failure, and an abnormality in the ABS and ESC systems.
Jin Ting contacted the sales Ye as soon as possible, and restarted the vehicle after turning off the engine according to the other party's prompts, but the fault alarm was still not eliminated. In desperation, she drove the car back to her residence slowly according to Ye's prompts and contacted Lynk & Co's customer service. Under some operation, the vehicle was towed to the nearest Lingxiang 4S store in Tongling City for inspection.
Vehicle Fault Alarm: Braking system failure, automatic parking failure, ABS and ESC system abnormality.
"When the failure occurred, the total mileage of the vehicle was only more than 400 kilometers, of which Ye drove more than 200 kilometers." Jin Ting said.
From July 6th to 10th, Jin Ting urged the 4S store to issue test results many times, but it was never successful. In the meantime, she asked to return or exchange the car.
On July 10, the sales director of Tongling Lingxiang 4S store surnamed Wan responded that the content of compensation needs to be determined by the test results, and if the problem meets the requirements of the three guarantees, the 4S store will not shirk.
The chat records provided by Jin Ting show that on the morning of July 11, the sales director surnamed Wan replied in WeChat that the vehicle had been technically inspected and confirmed and needed to replace the wheel bearings. In the afternoon of the same day, the sales director surnamed Wan called Jin Ting, saying that the wheel bearing problem did not belong to the large parts and did not meet the conditions for returning the car.
The user manual provided by the 4S shop indicates the main parts of the car.
Jin Ting then communicated further with the 4S store. The call recording she provided shows that during the communication, she asked for compensation of 200 yuan/day for the transportation fee starting from July 6; Issuance of a repair work order, including all replacements, making it clear that the vehicle is delivered without any quality problems; Compensation for maintenance five times, oil card 3000 yuan; Compensation for moral losses is 3,000 yuan. At the end of the call, the sales director surnamed Wan said that he was solely responsible for the replacement of the vehicle and would communicate with the manufacturer as soon as possible about the compensation plan.
The sales director surnamed Wan also quickly gave the result after negotiation with the manufacturer: only 2 times of maintenance and 1,000 yuan oil card can be given.
Jin Ting, who was dissatisfied with the compensation plan, once again asked for a return of the car, "There will be a problem on the tenth day of buying the car, and the inspection and maintenance process will definitely have an impact on the vehicle, resulting in a certain degree of depreciation, such a compensation plan I can't accept." ”
In the subsequent communication, Jin Ting re-proposed cash compensation of 15,000 yuan, and the 4S store to provide detailed test reports and maintenance records. In this regard, the sales director surnamed Wan responded that the compensation amount was large and could not be satisfied, and the store was a service station and could not issue a formal test report, so it could only provide a pre-inspection work order. If consumers are in doubt about the results, they can find a third-party testing agency to come to the store for testing.
Screenshot of abnormal data during data detection.
Corporate Response:
According to the "Provisions on the Liability for Repair, Replacement and Return of Household Automobile Products" (hereinafter referred to as the "Provisions on the Three Guarantees of Automobiles"), within 60 days from the date of validity of the Three Guarantees, or within 3,000 kilometers of mileage (whichever comes first), if the steering system, braking system failure, body cracking, fuel leakage or power battery fire occurs due to quality problems, consumers can choose to replace the household car product or return it with the purchase invoice and the three guarantees certificate.
After receiving complaints from consumers, the reporter contacted the 4S store involved many times. The sales director surnamed Wan said, "The customer's demand is too high, and we really can't meet it, and we have been communicating and negotiating." ”
At the same time, the sales director surnamed Wan said that the 4S store can arrange for the manufacturer's technicians to identify and diagnose vehicle failures on site, and will provide complete maintenance work orders in accordance with the law.
On July 22, Jin Ting reported to reporters that the 4S store had promised to arrange technical personnel to communicate in person and inspect the vehicle again. If it is indeed only a hub bearing problem, it is agreed to compensate 15,000 yuan in cash.
On July 25, Jin Ting told reporters that it had been confirmed that it was a wheel bearing problem, and the two sides reached an agreement on a cash compensation of 15,000 yuan, and the repaired vehicle was also sent back to her residence in the afternoon.
Source: The Paper