Mercedes-Benz Quality Door Cheating

Changchun car owners complain bitterly about the poor quality of Mercedes-Benz.

Wearing a right vest and participating in a Mercedes-Benz exhibition on the same stage is generally called the "quality gate" event. Such a high-end brand's "quality gate" incident that attracted worldwide attention at the auto show can't help but talk about the problems existing in China's automobile consumption market and the concept of whether big brands can really bully customers.

In this interview, there is a key stage, that is, consumers, as brands or brand agents, refuse to implement the court ruling after obtaining it. This problem is difficult to understand, because most of our common sense in the past was that shops bullied customers. Can it develop to today's bartender rule?

The following are some paragraphs of the reporter's live interview:

The man in the photo said: My surname is Zhao, from Changchun. He is the entrusted agent of Changchun Bokun Medical Equipment Co., Ltd. On June 24th, 2007, I bought a Mercedes-Benz E280 car from Jilin Zhonghui Electromechanical Equipment Import and Export Co., Ltd. (hereinafter referred to as Zhonghui Electromechanical). The car began to break down after three months of driving, and there was no sign of "recovery" after repeated maintenance in Mercedes-Benz 4S shop.

The outstanding performance of the fault is that the engine fault alarm light is always on, and it can't be repaired after repeated maintenance (during which the engineer came to Beijing twice for inspection and maintenance). Because the fault can not be eradicated, the gasoline in six cylinders of the engine is not fully burned, which leads to an increase in fuel consumption.

Zhonghui Electromechanical Co., Ltd. said: The carbon deposit on the engine of the running vehicle is normal, and the carbon deposit on the alarm phenomenon of the disputed vehicle is caused by improper use and maintenance of Mr. Zhao, not the defect of the disputed vehicle itself.

On June 5438+February 65438+February 7, 2008, Mr Zhao filed an arbitration with Changchun Arbitration Commission (hereinafter referred to as the Arbitration Commission). After arbitration by the Arbitration Commission, it was confirmed that there were problems with the quality of the car, and according to the provisions of the Consumer Protection Law, it was ordered to return the car.

After Zhonghui Electromechanical refused to accept the arbitration, it filed a lawsuit with Changchun Intermediate People's Court, demanding that the award made by Zhonghui be revoked. However, the Changchun Intermediate People's Court rejected Zhonghui Electromechanical's claim and upheld the arbitral award.

In the nearly three months after the ruling, Zhonghui Electromechanical Company did not execute the ruling of returning the car. Mr. Zhao asked the other party to implement it several times without success. Mercedes-Benz manufacturers did not make any reply with Mr. Zhao on this matter. Regrettably, Mr. Zhao also said that there was some resistance in the process of asking the court to enforce it, and the conditions for enforcement were not yet available.

Changchun Arbitration Commission (2009) Award No.2009. 0 13:

1. The applicant Changchun Bokun Medical Equipment Co., Ltd. returned the Mercedes-Benz E280 sedan to the respondent Jilin Zhonghui Electromechanical Equipment Import and Export Co., Ltd.

2. The respondent returned the car purchase price, vehicle purchase tax and vehicle insurance premium in 2009 to the applicant, totaling 680,432.78 yuan.

3. The applicant's other arbitration requests are not supported.

4. The arbitration fee in this case is 14, and the 440 yuan (paid by the applicant) shall be borne by the respondent.

The above ruling matters shall be executed within 10 days after this ruling comes into effect. This is the final verdict.

Civil ruling of Changchun Intermediate People's Court (2009) Chang Min San No.28:

The application of Jilin Zhonghui Mechanical and Electrical Equipment Import and Export Co., Ltd. to cancel the arbitration award of Zhongzi No.013 (2009) of Changchun Arbitration Commission was rejected. 400 yuan, the case acceptance fee, shall be borne by the applicant Jilin Zhonghui Mechanical and Electrical Equipment Import and Export Co., Ltd.

Let's review the "disaster" caused by Mercedes-Benz in recent years-

Smash the door of Mercedes-Benz.

200165438+February 19, this is an unsettled day for consumers in China: Wuhan Forest Wildlife Park bought a Mercedes-Benz SLK230 car, which was repaired five times a year, but the product still can't be used normally. In a rage, I smashed Mercedes-Benz. The dispute between Wuhan Wildlife Park and Mercedes-Benz has increasingly become the focus of Chinese people's attention.

After the accident, the owner insisted that the car had serious quality problems, while Mercedes-Benz thought that "Mercedes-Benz did not run, which was caused by engine oil". The two sides hold their own words and cannot form a unified opinion.

On June 5438+1October 65438+July, 2002, in desperation, the owner brought the sick car from Wuhan to Beijing by himself, and entrusted a consumer protection agency as its spokesperson to urge Mercedes-Benz to carry out quality inspection on the car.

65438124 October, while the whole world was eagerly awaiting the test and appraisal results, Wuhan car owner made a statement to many media in Beijing: he would terminate the entrustment of the association and transport the sick car back to Wuhan. The reason is that after waiting for a week in Beijing, not only did Mercedes-Benz not come forward to coordinate and discuss with it from beginning to end, but the actions of the institutions that promised to negotiate and mediate for it were also quite disappointing. At the same time, he stressed that although the car will be pulled back, the rights protection activities are not over.

At this point, the tentative efforts of both sides have broken down! Contradictions once again set off a climax!

□ Background

On June 5438+February 65438+February 9, 2000, Wuhan Forest Wildlife Park Co., Ltd. purchased an imported Mercedes-Benz SLK230 car from Beijing Mercedes-Benz Automobile Sales Center. However, less than three months after the car was bought, "one problem after another". Wuhan Wildlife Park had to transport Mercedes-Benz from Wuhan to Beijing for maintenance. But after I came back, the problem continued. Since then, Mercedes-Benz agents have appointed maintenance personnel for inspection and maintenance four times, but the failure occurred again shortly after each maintenance.

The zoo has also complained to the Consumers Association about this matter, but the Consumers Association said that it only accepts individual complaints from consumers and does not accept complaints from enterprises. Finally, Wang Sheng, the chairman of Wuhan Forest Zoo, asked the Mercedes-Benz Distribution Department and German Mercedes-Benz Company to change or return the car, but both were rejected. Seeing that the one-year warranty period is almost over, Wang Sheng decided: "If you can't return the car, it will be destroyed after the warranty period." As a result, a stunning scene appeared.

□ reaction

Mercedes-benz: tough

In the "smashing big rush" incident, Mercedes-Benz's tough attitude is the focus of public attention. In all the quality disputes that have been reported in newspapers, no company has not only been tough to the end, but also escalated step by step like Mercedes-Benz. The following are three statements of Mercedes-Benz:

200165438+February 27th, "We deeply regret that our customers chose not to accept our help ... and deeply regret the extreme and unnecessary actions taken by relevant personnel in this matter".

200218 October, 65438, "We condemn this irrational and meaningless action".

On June 5438+1October 65438+July, 2002, Mercedes-Benz requested "Wuhan Wildlife Park to issue a public apology letter to us for its unnecessary behavior of infringing our company's rights and interests. This letter of apology will be sent to all media that have reported this matter. "

Consumer: litigation

■ 70% of consumers are concerned about "car accidents"

According to the survey, more than 70% of Beijing residents are aware of the recent incident of "Wuhan car owners smashing cars", and 20% of them are very concerned about it. Regarding the responsibilities of both parties, 13.5% of the residents think that Mercedes-Benz should bear the responsibilities, and 2 1.2% of the residents think that both parties should bear the responsibilities. In addition, 65,438+00.6% residents remained silent on this issue.

■ 80% of consumers said they would go to court to file a lawsuit.

For Mercedes-Benz, one of the parties to this incident, consumers think that Mercedes-Benz has handled it improperly, and Mercedes-Benz does have problems, each accounting for 50%.

When asked, "What would you do if this happened to you?" As many as 78% of consumers said they must go to court to file a lawsuit, 67% said they would complain to the consumer association, 64% said they would contact the manufacturer again, hoping to repair it for free. 15% said they wanted to contact the manufacturer again and admitted that they had paid a price for it. Only 9% said they would be "angry with Mercedes-Benz" like Wuhan consumers.

According to the survey, 32% of consumers said that if they can afford to buy a mid-to high-end car now, they might choose Mercedes-Benz, because it is not enough to affect their brand preference. At the same time, 13.4% loyal consumers of Mercedes-Benz think that the "crash incident" has little influence on them, and 17.5% consumers clearly express their attitude towards the after-sales service of Mercedes-Benz and will not buy Mercedes-Benz cars again. There are also 14.4% consumers who think that the occurrence of this incident makes people feel uncomfortable and may be shaken. ?

We still don't know what happened after Big Ben was smashed. However, if we look at the members' pages of Mercedes-Benz Owners' Association displayed by Wuhan owners to the media, look at Inge with a slogan posted at the entrance of the Beijing Asian Games Village automobile trading market, and look at more and more automobile quality complaints from consumer rights organizations, we can be sure that there are some problems in the China automobile market.

Automobile consumption service is ambiguous. For a long time, Mercedes-Benz is almost synonymous with the perfect car. Now, this myth is shattered with the sticks of eight big men. The collapse of this myth has sounded the alarm for the service of the whole automobile industry and provided an opportunity for the birth of a new "perfect myth" in the automobile industry.

Automobile after-sales service is the weakness of China automobile industry, and it is a problem that many experts are very concerned about. According to the investigation of authoritative departments, on the whole, the problems of automobile after-sales service that consumers reflect more mainly focus on poor maintenance technology, low quality of service personnel, backward management, fake and shoddy accessories, chaotic charging and so on.

It is reported that a small foreign car company has 4,000 service stations in Western Europe, while the best domestic company in this field has only a few hundred service outlets in China. Many products simply belong to "water spilled by married girls".

Experts pointed out that at present, in the automobile industry, the concept of service is still very empty, and the service provider and the client are not very clear-a good service is good if you don't know how good it is, and a poor service is "poor" if you don't know how bad it is, so there is no mechanism to guarantee the service quality, and there is no quantitative standard.

At home, the service concept of automobile enterprises is still "repair if it breaks down". Without the three-guarantee system, it is impossible to return goods, which often leads to disputes. Obviously, the automobile consumption law needs to be improved urgently.

China automobile market needs "lemon method"

In the United States, every three people in the 300 million population have a car on average, so there are naturally countless disputes arising from car consumption every year. However, because every state has a special law to protect the rights and interests of automobile consumers-Lemon Law? LemonLaw, an example of domestic car owners angrily smashing cars to vent their dissatisfaction with car manufacturers, has never happened in the United States.

Lemon is a sour and bitter fruit. Americans who like humor call their new car with frequent problems "lemon car"? LemonCar called the law to protect the rights and interests of automobile consumers "Lemon Law". Although the 50 states in the United States and Washington, D.C. have different interpretations of the lemon law, the basic principles are the same.

The "Lemon Law" of each state clearly stipulates that if a new car purchased by a consumer has a problem and the same problem occurs again after repeated maintenance, then the car belongs to a "lemon car". Almost all States also have time regulations for "lemon cars". For example, some states clearly stipulate that only cars that have repeatedly had problems within 24 months or within 24,000 miles are "lemon cars".

Secondly, most states also have specific regulations on the repair times of lemon cars. Specifically, if a new car has a brake, direction and other faults that seriously affect passenger safety within the time limit stipulated by the Lemon Law, the manufacturer can repair it once or twice. If similar problems occur in the future, this car is a "lemon car". However, if a new car has problems unrelated to safety performance within the prescribed time limit, the manufacturer can generally repair it three or four times. The "Lemon Law" stipulates that automobile consumers who have bought a "lemon car" have the right to demand full compensation from the automobile manufacturer or purchase a new car according to the "Lemon Law".

Some foreign automobile suppliers believe that the car crash in China is entirely due to the lack of a law that can protect the rights and interests of automobile consumers. They believe that the formulation of the "lemon law" in the United States has at least two functions: on the one hand, automobile consumers are more at ease when buying a car, and they can use the "lemon law" as a legal weapon to safeguard consumers' rights and interests when encountering disputes. On the other hand, American domestic automobile manufacturers and overseas automobile manufacturers also pay special attention to the quality of automobiles when producing and exporting them to the United States. This is because once the "lemon car" appears, not only the reputation of the manufacturer will be greatly damaged, but also a large amount of compensation will be paid to consumers, and it will also suffer huge losses economically.

Recent complaints about Mercedes-Benz quality

Owner: Mr. Huang? Zhejiang Yiwu model S320

When I first bought a car, its top speed was only 80 kilometers per hour. After more than a week, I stepped on the gas pedal at a speed of only 20 kilometers per hour, and the warning light kept flashing. After the computer board was replaced in the service center, the problem still exists. Later, the technicians in the maintenance center thought that the gearbox was out of order.

Owner: Qu Xiaolin? Chengdu S280 model

Just a few days after the car came back, I found that the right front window glass could not be lifted. After negotiation, the sales company replaced the window shaker. Less than a year later, the car had problems such as the wiper not moving, the horn not ringing, the oil gauge not in place, the instrument light not showing, and the steering wheel becoming crooked. The sales agent thinks that the frequent breakdown of this Mercedes-Benz car is due to improper operation by the user or problems with the oil used.

Owner: Wang Xianqing? Beijing C200

After buying a car for a month, I found that the engine warning light could not go out. The same problem occurred in September after Mercedes-Benz commissioned maintenance in Shenyang. When testing in Beijing, I replied that the engine was flooded and could not be guaranteed. After consultation, Mercedes-Benz asked the owner to provide a maintenance fee of 38,000 yuan, and said that "the cause of the failure was that the owner deliberately drove the car into the water".

Owner: Cai? Shenzhen S320

Mr. Cai's 2 1 year-old son had a traffic accident while driving on the expressway. The front of the car was smashed, but the airbag did not open, and his son died. Mercedes-Benz believes that the airbag failed to explode because of insufficient strength during the collision.

Owner: Jiang? Dongguan C200

Maintenance 1 1 times a year, but the exact fault explanation has not been obtained so far.

Owner: Mr. Zhang? Shenzhen model ML320

After buying a car for three months, there are some problems, such as lack of power, frequent fire, door lock failure, oil leakage from steering gear, AAM computer failure, window lifting system failure and so on. On June 5438+1October 65438+July 2002, the steering gear leaked oil, and the owner hired several migrant workers to tow the car to the maintenance center.