In the busy urban life, the car has become an important tool for us to travel. When consumers buy a car, they expect a car with superior performance and reliable quality, not a "car" that breaks down frequently. Recently, a consumer complaint occurred in the Zhongwo Volvo 4S store in Binjiang, Hangzhou, let's take a look at the beginning and end of this incident.
Ms. Zhu bought a Volvo XC40 worth 220,000 yuan at the Volvo 4S store to transport her children to school. To her surprise, the new car had only traveled more than 3,000 kilometers before it had multiple breakdowns. The first occurrence was on November 5, when Ms. Zhu contacted the sales consultant to report that the vehicle's left turn signal was faulty. The sales consultant told her that restarting the vehicle would solve the problem. To Ms. Zhu's anger, it has not been resolved, but has become more and more serious.
On November 9, the vehicle suddenly went black and the navigation direction was wrong. Ms. Zhu drove the vehicle to the 4S shop for repairs, but after the system upgrade and the replacement of the left turn signal, it was still not resolved. A few days later, the left turn signal malfunction reappeared. Ms. Zhu sent the vehicle to the 4S shop again for repairs, but it was still not resolved. Until December 14, the sales consultant told Ms. Zhu that the technical consultant had sent the fault to Sweden for analysis, but so far no clear solution has been given.
In this process, Ms. Zhu communicated with Mr. Wang of the sales department many times. Mr. Wang said that they will consider solving it as soon as possible from the perspective of consumers. After Ms. Zhu asked for a replacement car, the after-sales manager said that the car could continue to be used and that it would need to wait for a few months before upgrading. This made Ms. Zhu feel very dissatisfied.
In this case, we can see that consumers are demanding more and more from the quality of their cars. As car dealers and service providers, they should stand in the position of consumers and provide consumers with high-quality services and products. In this incident, the performance of the Volvo 4S store in terms of after-sales service obviously did not meet the expectations of consumers.
So, how to fix this?The Volvo 4S store should conduct a comprehensive inspection of Ms. Zhu's vehicle to find out the root cause of the failure. They should provide Ms. Zhu with a vehicle of the same brand, model, and quality as soon as possible. Finally, they should strengthen the training of after-sales service personnel, improve the quality of service, and ensure that similar incidents do not happen again.
When consumers buy a car, they expect a car with superior performance and reliable quality. As car dealers and service providers, they should stand in the position of consumers and provide consumers with high-quality services and products. Only in this way can we win the trust and support of consumers.
Cars