After Mr. Li, a citizen of Xi'an, bought a Great Wall Tank 300 off-road vehicle, he unfortunately found that the vehicle had a gearbox failure. After several after-sales inspections that failed to solve the problem, Mr. Li made a decision: to buy another car of the same model, just to prove that there was a problem with the first car.
Shortly after the delivery of the vehicle purchased in June last year, Mr. Li noticed that the vehicle was shaking abnormally when switching between 2nd and 3rd gear. Even though the anomaly was clearly felt by the after-sales personnel during testing, none of the computer tests showed any problems. Faced with this situation, Mr. Li had no choice but to purchase another vehicle of the same model to verify whether there was the same fault.
The problem was confirmed after the acquisition of a second vehicle. After the inspection of the professional technicians of the Great Wall manufacturer, it was confirmed that the first car had a transmission failure. This was a strong testament to Mr. Li, but there was a disagreement between him and the after-sales department about the way to solve the problem.
Mr. Lee wanted to replace it with a new one because he was concerned that repairing an existing defective vehicle might bring other hidden dangers and could affect the value of the vehicle in the future. However, the after-sales service of the 4S store only put forward a maintenance plan, saying that because the problem is not a major problem, it cannot enjoy the three-guarantee policy, so it cannot provide car replacement services.
The vehicle breakdown scandal eventually led to a disagreement between Mr. Li and the after-sales department. Although the problem was found, the solution was divided. In this dispute, Mr. Li insisted on changing the car, while the after-sales service proposed a maintenance plan and said that he would provide some compensation in addition to the repair, and the specific plan would be determined later.
Mr. Li hopes to report on his own experience, hoping to get more attention and solutions. The dispute between consumers and after-sales departments also highlights the complexity of consumer protection and problem solving in automotive after-sales service. How to give consumers a more reasonable solution after the problem arises will become one of the problems that relevant automobile brands and sales channels need to think about and optimize.