In the above report, we summarized and sorted out the problems existing in the services of these two 4S stores:
Intentionally damaging vehicle maintenance, defrauding insurance and increasing maintenance amount.
Don't take the exam, just muddle through. Such as battery and hub screw inspection.
The related products purchased by customers are only partially used or not used at all, and they are their own.
The price of the products sold is exaggerated. Enthusiastic about selling products with high price, low cost and high profit.
After the release of relevant reports, it aroused strong social repercussions. Many netizens commented on social media: I knew for a long time that the water in the 4S shop was deep, but I didn't expect it to be so dark.
Some netizens also said that although they have never driven these two brands of cars, they have encountered them themselves, but they have no evidence and no way to theory.
According to people in the automobile maintenance industry, this situation is not just two 4S shops, but the general situation of the whole automobile aftermarket. Different brands and different 4S stores have different degrees.
Exposed are SAIC Volkswagen Beijing Hengxing Tiancheng 4S store and Dongfeng Nissan Shengtong franchise store in Fangshan District, Beijing. The direct operating entity did not respond at the first time. But the car brand, Dongfeng Nissan responded the first time:
Dongfeng Nissan issued the Statement on Improper After-sales Service Behavior of a Franchise Store in Beijing, indicating that Dongfeng Nissan attached great importance to it and urgently set up a special working group to investigate. The franchise store has seriously violated the basic management standards of Dongfeng Nissan's after-sales service, and decided to cancel the star rating qualification of the franchise store from now on and make rectification within a time limit.
Subsequently, Shanghai Volkswagen also issued the Statement on Improper After-sales Service Behavior of Beijing Hengxing Tiancheng, saying that SAIC Volkswagen attached great importance to this matter and launched an investigation as soon as possible, and said that the dealer's related behavior was suspected of seriously violating the management guidelines of SAIC Volkswagen dealers, and ordered the dealer to immediately suspend business and accept relevant investigations.
4S stores are independent commercial entities. Generally speaking, in the whirlpool of public opinion, business entities should respond at the first time, but in fact, this is not the case. Automobile brand OEM has the fastest response.
There are two reasons behind it: First, negative news has a great influence on automobile brands, even far greater than the influence on an illegal dealer. 4S online shop "shady" exposure, OEM is the most "injured".
It is also based on the first point that China has formed a unified management mechanism for automobile terminal sales by automobile enterprises. In 2005, the state issued the first edition of "Measures for the Implementation of Automobile Brand Sales Management", which established the system of authorized sales of automobile brands, requiring that the sales of automobiles must be authorized by brands and managed for the record.
Therefore, car companies have become the first responsible person of the public opinion storm, and they can quickly make rectification and close 4S stores.
But in fact, car companies have become "backers" in a sense. Car companies all know that 4S stores have many service problems, and in order to standardize services, many regulations have also been introduced. However, as an independent business entity, 4S stores are often not only owners, but also OEMs.
OEM has tried many methods to supervise 4S stores, but it is difficult to completely solve this problem. In recent years, some OEMs have come up with a new trick: 4S stores are required to remove the brick wall between the owner's rest area and the maintenance workshop and replace it with glass, so that the owner can always watch the maintenance process.
On the surface, it looks smart, but in fact, this is the helpless choice of the main engine factory. The effect is not as obvious as expected: the owner is unprofessional, and even if he sees the problem, the maintenance personnel can find sufficient reasons to prevaricate. Secondly, a maintenance, as short as two hours, as long as a few days, the owner can not supervise.
Therefore, only when the problem is exposed can the OEM be punished afterwards. Both the OEM Dongfeng Nissan and Shanghai Volkswagen expressed their gratitude to the society and the public for their attention and supervision. This is not polite: the OEM has suffered from "black service" for a long time.
This article comes from car home, the author of the car manufacturer, and does not represent car home's position.