In the rainstorm and hail, a family of three who were playing in the wild hurriedly rushed to their car, but the mobile phone signal was weak and could not be unlocked to open the car door, and finally the couple could only smash the car glass to save themselves. Afterwards, the hostess posted a video complaining about the family of three's trip to Kangding.
On October 8, the woman was interviewed by reporters, explaining that "if we had carried the car keys with us at that time, there would have been no problem." I didn't post the video to reason with them, but just to complain that the operator of the Ideal 400 couldn't tell the priorities. ”
Weak cell phone signal
I didn't bring a mechanical key with me when I traveled
At an altitude of 4,000 meters, the "ideal" cannot be unlocked
On October 7, the woman in question posted a video detailing the unexpected encounter of a family of three who went to the pass of Curie Temple in Xinduqiao Town, Kangding City, Ganzi, Sichuan Province during the long holiday.
At 6 p.m. on October 1, they were looking at Rizhao Jinshan at the pass of the Curie Temple, and suddenly encountered a violent storm and hail.
"There is no signal on the pass, only there is a weak mobile phone signal on the other side of the pass, the Internet and the phone can be, but the signal is not good, I didn't bring a mechanical key when I went out this time." The couple wanted to unlock with their mobile phones, but there was no signal on their mobile phones, so they contacted the ideal after-sales service and were told to find 400 rescue, but they called 400 to ask for rescue, and the customer service asked them to operate their mobile phones to authorize driving or open the tailgate.
Heavy rain and hail
Calling Ideal 400 for help was denied
Can't unlock the lock and isn't in the rescue range?
"At that time, there was no shelter in that place, I didn't have a mobile phone signal whenever I moved a step, so I was drenched in hail operation, how can I not open, the pass is more than 4000 meters above sea level, and hail, the sky is almost dark, I am soaked, I can't see it, and I called the ideal 400 phone to ask for rescue, the other party refused me, the reason is that the lock can not be opened, not within the scope of rescue. He said let the Chengdu company contact me, and I waited in that place, but it was really cold, and I waited for 5 minutes without a phone coming in, so I went to the tent to hide from the rain, and then I went to a place with a signal to call 400 and no one answered......"
In desperation, the couple could only save themselves - "We knocked on the car window (glass) directly." Back to the place where there is a signal in Xindu Bridge, and then call 400, a woman answered, and she heard that she meant that she could be rescued, but it was not saved, so I thought that the car glass was knocked anyway, and it was only October 1st, so I would go back and get it after playing. On October 6, I drove the car to the Chongqing 4S store, and the other party did not admit his responsibility, saying that it was because I didn't bring the key. ”
The owner had no choice but to smash the car to save himself
According to the woman, before they set off, they had specifically asked the ideal after-sales service, and the four-wheel drive car drove to western Sichuan, and the other party only said that there was no problem, but did not say that the key was needed in the place with a bad signal.
The couple felt quite offended, they have been communicating with the ideal 400 for the past two days, "Now the 4S store and 400 say that it is my problem, the glass will not be changed for me, in fact, it is a total of 1000 yuan, saying that I will be discounted, I definitely don't want to, I only need to give 1 penny, which means that I am responsible." In the past two days of communication with 400, I first asked you under what circumstances you can be rescued, and the other party said that you can be rescued if it threatens your life. ”
The husband braved the hail and tried to find a way to open the lock
When I got the wrench, I was so cold that I couldn't do it
On October 8, the reporter contacted the woman, who said that her daughter did not catch a cold under the hail, "The child is fine." ”
The woman lamented that many people were not at the scene at the time, and could not experience the feeling of being soaked and without logistical support, "My daughter was shivering with cold, and I told me that it was not cold in order to comfort me." My husband wore slippers and kept trying to unlock the lock next to the car despite the hail, and when he got the wrench, he was even frozen to the point that he had no strength. ”
The woman explained the reason why she didn't bring a mechanical key, saying that it was her trust in the ideal brand, "I either forgot, or I feel that the ideal gives me enough security, and my husband and I can unlock our mobile phones, why do I have to bring it?" What reason do I have to doubt the ideal service? But who would have thought that under such extreme conditions, the Ideal 400 actually rejected my rescue request. ”
The woman told reporters that they were not aiming at the ideal brand, but for the customer service of the ideal 400.
"I didn't post the video to reason with them, but I just complained that the operators of the Ideal 400 couldn't tell the priorities."
"The smashed car glass was said to be on a discount before, and now it is said to be free, but I don't think this has much to do with the 4S store, mainly the staff of 400, and I sent this (video) because the ideal 400 business level is uneven. I didn't think about letting the 4S store bear it, and whoever told me at that time that it couldn't be rescued, then whoever was responsible. ”
When it comes to rights protection claims, the woman believes that the ideal 400 customer service needs to improve the service level, "First of all, let 400 clarify the basic conditions of rescue and the diversification of rescue methods, so as to distinguish priorities." Secondly, the training of all staff can at least ensure that everyone has the same ideal cognition. There are 400 customer service who told me that they can't be saved, so I take self-help, and after going down the mountain, another 400 customer service tells me that I can save it, so since I can save it, it would be good to solve the consequences caused by my self-help. ”
The woman said that they have been communicating with the ideal side, "We have been negotiating, and as for why they can't, you have to ask them." ”
Ideal customer service response
We apologize for the bad experience for users
The user will be contacted for processing
On October 8, the reporter contacted Ideal 400, and the customer service responded: "Are you a friend of the car owner?" We need to confirm what you said, and we're sorry for the bad experience for our users, and we'll verify the situation you said later. ”
The reporter asked, why can't the ideal new energy vehicle be unlocked remotely? The customer service explained that this is the privacy information of the user account, and it is inconvenient to provide it to the outside world, "If it is a problem with the vehicle, you can let the owner contact us directly, and we will definitely assist the owner to solve it, no matter what demands they have, we will assist in dealing with it." ”
The customer service told reporters, "We will record your demands, including the needs of users, feedback to colleagues, and contact users for processing in the later stage to help solve users' problems." ”
As of press time, no official reply has been received from the ideal side.
Ideal customer service introduction
Each car is equipped with two smart keys
You have to open the door before you can turn on the trailer mode
The reporter asked the ideal brand car under what circumstances it can be rescued, and a customer service replied: "The car is unusable, cannot be driven, or is worried that driving will affect safety, you can help users arrange a tow truck nearby." ”
For those who do not have a smart key and cannot unlock the mobile phone without a signal, the customer service said that it is difficult to rescue, "In this case, if you want to turn on the trailer mode, you have to open the door first, and turn on the trailer mode inside, because the tires have to be on the trailer, if the vehicle is locked, the tires can't move, and you can't get on the trailer." ”
How to deal with this situation, customer service introduced, each ideal car is equipped with two smart keys, if the mobile phone has no signal, the vehicle generally has no signal, and the authorized driver can not use it, either try to use the smart key, or go to the lock master to open the car door first.
Regarding the remote unlocking function, the customer service responded: "This involves the rights and interests of the user, and the premise of remote unlocking is that there must be authorization, and it is operated with a vehicle control account." ”
Source: Huashang Daily