On October 12, Suzhou Mercedes-Benz dealers officially issued a statement in response to the recent "Maybach water leak incident" that has received continuous attention.
The statement said that on July 11, the company received feedback from the owner for the first time that there were traces of water seepage in the position of the co-pilot A-pillar, and the appearance inspection found that there were damaged rubber and plastic parts in the upper right corner, and the company actively coordinated the manufacturer's technical guidance.
After the comprehensive technical research and judgment of the manufacturer and the company, it was recommended that the customer carry out targeted maintenance, but it was strongly opposed by the customer, so the dismantling and maintenance work has been stagnant so far. Subsequently, the company promised that the customer would fully consider the losses caused by the dismantling and inspection in the solution, and give a reasonable solution that would not damage the rights and interests of the customer. But the customer has been refusing to authorize.
The statement said that in the next three months of communication, Suzhou Mercedes-Benz dealers issued a "Vehicle Inspection Invitation Letter" through repeated phone calls and WeChat contacts, and at the same time took the initiative to provide scooters and other measures, hoping to obtain customer authorization, but the customer always refused to authorize the relevant vehicle inspection.
According to the statement of the Suzhou Mercedes-Benz dealer, the customer did not agree to the relevant maintenance plan or agree to authorize further inspections, and repeatedly made verbal threats in stores and on the Internet, and the Suzhou Mercedes-Benz dealer called the police twice.
Source: Mercedes-Benz Suzhou Yuanxing official account
According to previous reports, recently, a car owner said that he spent 2.15 million yuan to buy a Mercedes-Maybach, and after picking up the car, he found that there was an abnormal noise in the car, the interior of the A-pillar was leaking, and a large-scale dismantling was carried out during the maintenance of the 4s shop, and the owner said that he wanted to replace the car with money, but the final valuation was discounted by nearly 800,000 yuan.
The incident has attracted continuous attention, and many car owners on the Internet have pasted their cars on the same three-color canopy to support the rights of Maybach owners.
The owner sealed the roof with a three-color tarpaulin. Source: The party's social account
The owner of the car posted that he sealed the roof with tape and a three-color tarpaulin, and posted a video on his personal social account to defend his rights.
As of press time, the blogger's personal account has reached 228,000 followers, and the move has also triggered a large number of imitations from not limited to Maybach owners, using three-color tarpaulins to cover the roof.
A Mercedes-Benz customer service staff member said that Mercedes-Benz will have a special person to follow up in the future, and if the owner of the car concerned needs it, he can also call the customer service directly for feedback. If there is any problem in the process of pre-sale or after-sale use of the vehicle, you can communicate with the dealer to deal with it. Mercedes-Benz's authorized dealers are also responsible for the authorization and after-sales of the vehicle, and if you have any objections to the plan and explanation given by the dealer, you can call Mercedes-Benz at any time for feedback docking.
According to media reports, the 4S store said on the 8th that the car did not meet the conditions of the "three guarantees", but it could be repaired and compensated.
On the 9th, the reporter called the official phone number of Suzhou Yuanxing Mercedes-Benz 4S store, and the staff responded, "There will be a relevant follow-up colleague who will call back later." No reply has been received as of press time. Mercedes-Benz's official customer service staff told reporters that "no relevant situation has been found in the internal system".
Video posted by the owner of a leaky Maybach. Source: The party's social account
On the 10th, the owner of the leaky Maybach responded in an interview that he was forced to put this fact on the Internet after more than three months of fruitless communication, being snubbed by the brand and even calling the police.
"Regarding the follow-up of Mercedes-Benz on the Internet, I made nearly 30 phone calls to complain about the official customer service of the brand, but I never got any call back and reply. At present, only the after-sales manager of the 4S store contacted me, but he asked for a visit. This manager was the one who called the police to chase us at the store at the time, so I didn't dare to reply to him. ”
The owner said that he did not need to refund one and pay three, but only needed the official Mercedes-Benz to apologize and compensate 80 yuan as a mental loss fee, and refund the return of the leaky Maybach.
Synthesized from Jiupai News, Mercedes-Benz Suzhou Yuanxing official account, and previously reported