"I dare not drive this car now! " Mr Zheng says customer of Sichuan province the Chengdu City. 3 years ago, the smooth car of this entrance freedom that he spent many yuan 30 to buy, use before long left rear wheel produces abnormal knocking, what Dan Ji blames is 4S inn does not search to give a reason from beginning to end, cannot eliminate abnormal knocking.
After Sichuan saves a Consumer's Committee to receive Mr Zheng to complain, constituent expert undertakes investigating, discover abnormal knocking problem is really, but organize mediation twice, 4S inn cannot take out appropriate to handle program, manufacturer is not present also accept investigation.
Have a relapse instead
On September 23, 2015, mr Zheng in Sichuan China sale of Xing Huachi car serves limited company (inn of 4S of the following abbreviation) bought an import car of edition of elite of free smooth 2.4L, travel after 2000 kilometers head protect, travel undertake the 2nd times maintaining after 5000 kilometers, 2 about two months after protecting, discovery left rear wheel is stepping on brake and loose brake from time to tome " Zhi Zhi Zhi " abnormal knocking. 4S inn maintenance technician tire trade not noisy. After 9 months, abnormal knocking happened again. "Appear repeatedly so, produced above 10 times at least, the interval between reappear abnormal knocking leaves after be being maintained every time won't exceed 3 months. " Mr Zheng says.
Mr Zheng says, 4S inn undertook for many times maintaining in the light of abnormal knocking problem, consider as brake is mixed and brake checkpost gap is too big, adjust checkpost then, get off even, secure with glue. The time that once abnormal knocking eliminates is longer, below the strong demand in his, 4S inn just changed a pair of new checkpost. Besides, what 4S inn uses is to debug mostly, observation, clean wait for simple processing way, abnormal knocking problem was not solved all the time.
This year August, protect character as 3 years period draw near, mr Zheng realizes the seriousness of the problem, complain at saving a Consumer's Committee to Sichuan on August 15, requirement 4S inn removes abnormal knocking trouble thoroughly.
According to Sichuan Peng Ou of head of department of general affairs of law of province Consumer's Committee introduces, on September 17, participate in of committee chairman Li Yingpeng jointly in major of car of Sichuan province Consumer's Committee below, personnel of 4S inn technology is nodded to breakdown or the likelihood appears the place of breakdown, had comprehensive examination, checking conclusion is " brake piece bracket and brake piece call the police a distance become close to bring about produce sound " , think to be able to remove thoroughly through debugging. Spot test did not hear abnormal knocking really. However, on September 21, be away on official business when outer Mr Zheng returns Chengdu to use car, discover abnormal knocking still exists.
According to introducing, in process of investigation of Sichuan province Consumer's Committee, 4S inn offerred the sheet of 11 maintenance settle accounts about this car, have 4 times because of what newspaper of abnormal knocking problem repairs among them, but the noise that all admits Mr Zheng feels not clearly is abnormal knocking.
Was on May 4, 2017 for the first time, course of development counts 22652 kilometers, examination conclusion is " normal sound " ; Was on July 16, 2017 the 2nd, course of development counts 24516 kilometers, maintenance measure is " spacer of the brake after changing, proposal observation is used " ; Was on January 7, 2018 the 3rd, course of development counts 28050 kilometers, conclusion is " did not detect with client test-drive breakdown, proposal observation is used " ; Was on July 15, 2018 the 4th, course of development counts 33054 kilometers, maintaining measure is " the brake after changing piece checkpost (the client asks to change left hind brake piece checkpost) , already told a client as brake piece wear away, brake piece checkpost and brake piece between generation gap can have noise happening " .
Abnormal knocking place. Liu Ming / photograph
"They are emphasizing this noise all the time nonexistent, negligible perhaps not plan, but through us car expert intervenes, save Consumer's Committee investigation to check via Sichuan, abnormal knocking is actual existence. 4S inn also approbates abnormal knocking is existence in the examination September 17, should not appear this kind of abnormal knocking. " Peng Ou tells a reporter, although 4S inn did not make a record,detect this, but the Consumer's Committee has a record.
On October 9, 4S inn gives Sichuan province Consumer's Committee " the circumstance explains " in say, "Only and petty attrition noise " , brake piece checkpost changes below strong demand of the client, "At present my inn cannot decide whether does abnormal knocking still exist " . Peng Ou thinks, " the circumstance explains " those who appear " the abnormal knocking after technician examination adjusts brake film is eliminated " " eliminate via adjusting the abnormal knocking after the distance " etc state, evidence the actual existence of abnormal knocking.
Twice mediation fails
Complain a circumstance to be compared actually simple, but the difficulty that the focus of bilateral controversy had exceeded general complaint handling, because cannot reach even basic position,agree. " Peng Ou says, "Consumer thinks, the existence of abnormal knocking explains car has quality problem, put in safe hidden trouble, cause serious consequence possibly even. And 4S inn thinks however, do not have any detecting to show which component has trouble, unqualified perhaps, the kind that takes maintenance is very appropriate, at the same time the course is maintained for many times, consider as brake piece bracket and brake piece warning apparatus is both the clearance between was not in optimal position, can solve through debugging, do not need to change or adopt other maintenance plan " .
Peng Ou says: "Sichuan saved a Consumer's Committee to already organized mediation twice at present, hope both sides is reached reconcile, 4S inn cooperates actively to investigate and be mediated, but did not take out an effective solution, think this noise does not attribute breakdown from beginning to end, do not need to maintain, the solution just is debugged merely. The solution just is debugged merely..
After new abnormal knocking issue happens, sichuan saves a Consumer's Committee to urge the form that handles case in order to consume controversy again, requirement 4S inn rewrite. "Urge do case to inform exceed the time limit clearly not to put forward to treat an opinion, will give through masses medium exposure. Be in for many times urgent below, 4S inn may realize the seriousness of the problem, in the last day of demand return time, to Sichuan province Consumer's Committee made a return, but still did not give out in the reply accurate perhaps say sound processing plan. In view of this, we think manufacturer is necessary to intervene, support gives on the technology, appropriate handles issue. " Peng Ou says.
According to introducing, use manual through this car, sichuan saves the 400 phones after the Consumer's Committee makes work through dialing a brand, understanding poors to wide steam car limited company is in charge of Yatekelaisile the problem after the carry out of Chinese area, gave out to mailbox of this company customer service on October 15 " consumptive controversy investigation informs case " , the requirement sent a person to save a Consumer's Committee to cooperate to handle to Sichuan on October 30.
Abnormal knocking tire. Liu Ming / photograph
"But round-the-clock contact with the Consumer's Committee without the person, " Peng Ou says, "Subsequently, the staff member dials customer service hot line again, gotten answer is 4S inn had replied, the reply of 4S inn is the reply of manufacturer. The reply of 4S inn is the reply of manufacturer..
According to Introduction Peng Ou, according to " consumer rights and interests protects a law " regulation, manufacturer has obligation of legal after service, sichuan saves a Consumer's Committee to think the phone of 400 after service of this company exists in name only, because not only consumer is dialed for many times complain cannot get feedback, save even Sichuan the Consumer's Committee to send letter formally, also did not get a response inside formulary time, surprising.
"So, I dial this telephone again, undertook communication with after service personnel, the manner that informed Sichuan clearly to save a Consumer's Committee and defend consumer the determination of legitimate rights and interests, there must be a return before demand the other side comes off work that day afternoon or feedback. " Peng Ou says, "But very regretful, only 4S inn came a phone feedbacks, say ' manufacturer realizes the problem is more serious, sent an email to give 4S store, ask their appropriate handles this matter ' . Of 4S inn making known one's position is, after they will seek advice from relevant technology personnel, sit to talk with consumer again, can active processing, but after this does not have connection again " .
Difficult problem is unintelligible
"Now, abnormal knocking still rang than in the past, the sound of abnormal knocking is a little different also, those who feel quite strange is ineffable, " Mr Zheng says, "Come 3 years same a problem, relapse instead answer repaired 10 for many times, did not solve thoroughly, be quality problem? Have safe hidden trouble? The car is now in the home, but dare not leave " .
Mediate at present already at a stand. 4S inn is in " the circumstance explains " in say: "The client comes to inn before September 21, 2018, say abnormal knocking still exists, requirement car is delayed protect, but the client insists not to agree to check car to inn again. My inn is communicated with the client for many times, if car has a problem really, we assure to be protected character in manufacturer period inside solve car problem, if insist not to let my inn examination and phenomenon of breakdown of test and verify, once car is protected too, my inn is unaccountable undertake be maintaininged freely handling for client car again with obligation. The client still does not agree my inn to check car, still insist to ask my inn undertakes delaying protecting to car. Still insist to ask my inn undertakes delaying protecting to car..
Mr Zheng says: "Not be I do not agree to check, it is to agree with an examination to must accept the other side at the same time a very slashing condition, the compromise that must sign to abandon investigating 4S inn duty again namely book. Delay those who protect the personnel that also is S4 inn to put forward actively, assure by the manager after technical manager and carry out, extend 6 months guarantee service. Extend 6 months guarantee service..
"The reply of 4S inn is not very objective, because Consumer's Committee of province of whole process Sichuan intervened, the case is clearer, customer comes only then to eventually accuse begging is breakdown of comb-out abnormal knocking only. " Peng Ou says.
On November 26, " Chinese consumer signs up for " the reporter interviewed Liao Jia of director of 4S shop office. Liao Jia says: "Itself is a kind of normal sound, but consumer considers as abnormal knocking. Staff member canvass, brake system does not have safe hidden trouble, without discovery any component has a problem, also became an explanation to consumer. The Consumer's Committee was mediated twice, the company takes seriously very much, manufacturer also takes seriously very much, enjoin we must check car after all to have a problem. Current, look from the technology without the problem, if say from subjective on say to have sound, we are bad to handle, protected too again at present, be not handled really. And we discover this car is used very few, chengdu summer is damper, long need not now and then with, the likelihood also has abnormal knocking with respect to hard to avoid. The likelihood also has abnormal knocking with respect to hard to avoid..
The car of Mr Zheng. Liu Ming / photograph
It is reported, sichuan saved a Consumer's Committee to already held the proof that car expert and lawyer attend technically to meet at this point, if processing is bad,will adopt further dimension authority acts.
Expert analysis:
Or involve a spare parts to match a question
According to major of car of Sichuan province Consumer's Committee committee chairman Li Yingpeng is analysed, he was in on September 17 the examination spot of 4S inn, did not find a problem when test-drive, the measure that adopts finally is to use lift litre of machine to raise the car come, step on brake to shake next automobile body, the abnormal knocking of Zhi of result Zhi Zhi happened, place is on the brake hoof of brake of left rear wheel, having a steel checkpost is calorie of brake hoof, the likelihood is brake hoof and steel piece generation attrition.
"The spot placed reed, adjusted the position, test-drive and shake the car does not ring. Why to ring again later? This car is entrance car, it is former plant fittings, early days does not have a problem, abnormal knocking appeared after maintaining, this position has been used when the likelihood maintains. If be former outfit if, intermittence adjusts the result should be very good, if change a fittings, even if differ only one millimeter, metropolis generation chafes. Normally brake hoof piece can have dough softening, normal for should not appear so quickly, although be being protected character period inside check fish hoof piece should change damply. When 4S inn maintains, had changed after all, without maintenance log, unknown. Perhaps deny changed new checkpost, if if wear away ahead of schedule,need changes, checkpost also wants to change, if was changed homebred, with respect to the problem that can appear not to match. The material of reed is qualitative, quench, whether does hardness amount to mark, geometrical measure is appropriate, the element is very much. " Li Yingpeng says.
Origin / Chinese consumer signs up for · China to consume a net
