Source | Urban Live Original
Please do not reproduce without authorization
Ms. Liu, a consumer in Fuzhou, Jiangxi Province, called the 24-hour news hotline of Jiangxi Metropolis Channel to report that in July last year, she bought a Wuling 4S store in Fuzhou . I bought a Wuling Hongguang mini pure electric car, but within a year, there was a problem with the battery. Since it was still within the warranty period, the 4S store said it could be replaced with a new one, but the replacement experience made her both disappointed and angry.
Ms. Liu said that the car was purchased at Wuling Auto Fuzhou Guoding Auto Sales Center, also known as the Wuling 4S store, in July 2021. Starting from April this year, she found that the battery power loss was particularly serious.
Consumer Ms. Liu: On June 15th, I went to the customer's house and found that 10 bars were off when the power was turned on, and I could only walk less than 1 kilometer. I found something wrong, so I called the 4S store directly. , when the identification results came out in the morning, they told me that the battery manufacturer said that they needed to replace it with a new one.
According to Ms. Liu, on June 23, the 4S store informed her that the new battery pack had arrived and she could replace the power battery for the car. After arriving at the store, she filmed the employee's operation on the spot and accidentally discovered the problem. As you can see from the pictures provided by Ms. Liu, the new battery pack that was sent still has stones on it and scratch marks.
Consumer Ms. Liu: It was found that the battery he replaced was a refurbished second-hand battery. He did not admit it at the time. The after-sales staff communicated with the factory that it was a refurbished battery. He said that he did not know why the factory issued refurbished batteries, and he also wanted to help. I'll get a new one.
After communication, on June 27, the 4S store replaced the power battery for Ms. Liu again. Unexpectedly, such a scene happened again.
Consumer Ms. Liu: It turned out that the batteries he sent were second-hand refurbished batteries in transit. The batteries he sent were at least two to three years old. Because they were extremely worn, all the charging ports were full of mud.
The two experiences of replacing the battery made Ms. Liu feel cheated. The after-sales service of such a well-known brand made her particularly disappointed.
Consumer Ms. Liu: This caused me to have great distrust of their brands. Originally, I bought Wuling Hongguang for the national car, but I never expected that Wuling Hongguang would use this method twice to transfer it. Give me the battery pack. I hope you can help me check it and see if you can replace it with a new original battery.
Wuling 4S store said there is no requirement to "replace it with a new one". Manufacturer's customer service: Don't worry, it must be a new one.
Is the situation really like what Ms. Liu said? What does the 4S store say? In order to verify the relevant situation, the reporter would like to hear what Fuzhou Guoding Wuling 4S store has to say.
On the afternoon of June 28, the reporter came to the Fuzhou Guoding Wuling 4S store located on Wenchang Avenue, Linchuan District, Fuzhou City. After-sales manager Jiang Lan said that there are no relevant regulations requiring them to replace consumers with brand-new parts. Moreover, the warranty period of the power battery is 8 years or 120,000 kilometers. As long as it is within this range, they will continue to provide warranty.
Jiang Lan, after-sales manager of Wuling 4S store in Fuzhou Guoding: The suppliers of power batteries include factories. The first reply I gave me was that I wanted to replace it with a new one. If there is a problem with the battery within 3 months at least, it can be replaced with a new one. She It's been a long time and it has been driven 9,000 kilometers. Where can I get a new one? Not only does it say replacement in our warranty manual, but the Three Guarantees method also doesn’t clearly say replacing the battery with a new one. Reporter
: I would like to know if this type of repair or replacement is only for the battery, or is it possible to replace all replacement items with refurbished ones?
After-sales manager of Fuzhou Guoding Wuling 4S Store Jiang Lan: Generally not, but only the power battery can be repaired.
Reporter: Something special?
After-sales Manager of Fuzhou Guoding Wuling 4S Store Jiang Lan: Yes.
However, when the reporter consulted Wuling manufacturer’s customer service, he got a completely different answer.
SAIC-GM-Wuling car service hotline Customer service: The power battery needs to be inspected, replaced if it meets the replacement conditions, and repaired if it does not meet the replacement conditions.
reporter: If the replacement conditions are met, will it be replaced with a new one?
SAIC-GM-Wuling Automobile Service Hotline Customer Service: Yes.
Reporter: Does the manufacturer have such regulations, or is it stipulated by law?
SAIC-GM-Wuling Automobile Service Hotline Customer Service: We strictly follow the national three guarantees law. Reporter
: The warranty guarantees that users will get new products, right?
SAIC-GM-Wuling Automobile Service Hotline Customer Service: They must all be new, you can rest assured.
Wuling 4S store: The supplier sent the wrong goods. The third guarantee is to replace them with new ones.
In this regard, Manager Jiang from the Wuling 4S store in Fuzhou Guoding said that the power battery supplier for Ms. Liu’s car is Hefei Huating Power Technology Co., Ltd. , the replacement battery was also sent by this company. Since the 4S store does not allow unauthorized unpacking of the battery pack after it arrives at the store, they, like Ms. Liu, only discovered the problem at the installation site.
Jiang Lan, after-sales manager of Wuling 4S store in Fuzhou Guoding: It’s like opening a blind box for me. I opened the box in front of you. The first time I opened the box, I didn’t allow her to replace it with a new one, but later we contacted the factory and the supplier. The supplier has also been helping the customer deal with this matter. The supplier has promised to replace it with a new one, but there was a problem with the delivery from the supplier's warehouse, which resulted in the wrong one being sent.
Manager Jiang said that they have communicated with the battery supplier again to ensure that a brand new power battery can be replaced for the third time. In this regard, Ms. Liu said that she was willing to give the 4S store another chance, but hoped that the store could make appropriate cash compensation for the impact of the incident on her. After coordination with reporters, both parties reached an agreement.
Consumer Ms. Liu: I would like to thank Metro Channel for helping me resolve the rights protection matter that took me more than 10 days. I am also satisfied with the way they handled it.
