Buy 760 thousand Mercedes Benz for a day and ruin Ji'nan car owners' protest at headquarters.
to call the customer service, but the problem never solved the problem that the owner brought the car to the Mercedes Benz headquarters to prosecute the claim
the Mercedes Benz CLS300 car bought from the Beijing car bank. On the two day, the computer crashed in Ji'nan, Shandong. In order to repair the car, the owner of Mr. Lu returned to Beijing and Shandong for seven or eight times in a month, but the car was still not repaired.
in order to solve the problem, he made no less than 20 calls to the Benz Corp's customer service, and the other said it was "reflecting up", but the problem had never been solved.
Mr. Lu was outraged by the Benz Corp attitude and dragged the car to Mercedes Benz headquarters for a banner protest.
recently, the reporter interviewed the Mercedes Benz after sale service dispute case.
new car has just bought a day to go out and go out on the road
December 20, 2011. Mr. Lu bought a Mercedes Benz CLS300 car in Beijing Tengda Qing Hong automobile sales Service Co., Ltd. in Beijing. Mr. Lu picked up his car and drove to Ji'nan on business the same day.
when he arrived in Ji'nan, he drove to a friend to find a place to eat, and he also showed his friends something. On the way, the car suddenly flameout.
the accident occurred in Yao Gang Road, Ji'nan. At the time of the evening rush hour, when the red light came on, Mr. Lu stepped on the brakes, but felt the brakes failed and the car continued to slide forward.
"was panic at that time, brain blank." Mr. Lu said that after a few hundred meters, the car stopped and stopped in the middle of the road.
road is two-way 4 lanes, traffic flow is very big. Mr. Lu's anchored car suddenly blocked Yao Gang Road, and the cars around him kept honking.
Mr. Lu worried about being rear ended, quickly opened the double flash, and called the rescue phone. Nearly an hour later, the tow truck arrived and dragged the Mercedes to the Benz Corp authorized service provider Ji'nan Star Automotive Service Co., Ltd.
"fortunately, it's not on the freeway, or else life may be gone." Mr. Lu said this was a matter for him to be afraid of.
seven or eight trips to
to make Mr. Lu get into trouble. The aftermarket personnel of the Ji'nan star automobile service company have been testing for a long time, and still can't find out where the problem is. Mr. Lu had to leave the car in the shop, and he drove back to the hotel to wait.
"the car just bought a day. Even if you buy a bicycle, it will not be bad for second days. Mr. Lu was very helpless.
second days, Ji'nan Star shop staff still failed to find out the cause of the failure.
third days, the staff finally found out that the reason for the malfunction was that the computer was broken, and only a new one could be replaced, but the 4S shop did not.
Mr. Lu had to leave his car and return to Beijing by train. He found the Tengda Qing Hong automobile sales and Service Co., Ltd. asked to return the car, but the salesperson said the car had already opened more than 500 kilometers and could not be retreated.
after negotiation, Tengda Qing Hong agreed to change, but the new car provided by the company can not accept: the color, the interior are not the same, the back seat can not be heated.
Mr. Lu had to go to Ji'nan again to let Ji'nan star 4S shop repair the car.
, but the staff explained that the parts need to be shipped from Germany for at least a month.
Mr. Lu has to wait. A month later, he traveled from Beijing to Ji'nan seven or eight times. "Time and energy is really too much," he said.
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20 times a customer service phone call not to reply to
new car just bought, not only bad, but also slow repair, Mr. Lu is both anxious and annoyed.
he claims 20 thousand yuan for Tengda Qing Hong, but the other side says that the company is not a Mercedes authorized dealer. Mr. Lu should communicate with the Mercedes Benz 4S store.
Mr. Lu seeks help from Mercedes Benz (China) Automotive Sales Co., Ltd. He dialed the Benz Corp customer service telephone in Beijing, and the staff said he had recorded the problems reflected by Mr. Lu, which would be reflected to his superiors, and then returned to Mr. Lu.
but Mr. Lu waited 7 working days and still did not receive a reply. "I called the customer service again, and the other person repeated the last reply. I ask when there will be feedback, and the other party is not sure. Mr. Lu said.
so repeatedly, Mr. Lu has made 20 calls to Benz Corp. "Each contact, the other side is either said to be reflected upward, or is not within the scope of responsibility."
Mr. Lu is very angry. He thinks Benz Corp is trying to deal with consumers' demands by stalling time.
one day in January 2012, Mr. Lu called the Benz Corp customer service hotline for the last time. "The staff who connected the phone recognized who I was. But the tone of the other's voice is hopelessly. "
"I've been calling many times. You still can't give a clear car repair time and any reply. In this case, I'm going to drag the car down to the Daimler building." Mr. Lu said to the customer service staff.
customer service personnel said: "customer service center is not involved in this matter, I can only feedback to the relevant departments, to help Mercedes Benz headquarters to reply."
vehement protest dragged the car to Mercedes Benz headquarters to block the door to protest against
Mr. Lu was disheartened. He decided to drag the car from Ji'nan to the gate of Benz headquarters building.
January 19, 2012, there was a heavy fog and a cold wind in the sky. Mr. Lu spent 4000 yuan to hire a trailer, and he would pull a Benz car to Beijing in Ji'nan 4S store for a month. After driving for six or seven hours at high speed, he arrived at Daimler building, 8 hospital, Wangjing street, Chaoyang District.
stop at the gate of the Daimler building. Mr. Lu posted the malfunctioning "instructions" on the car in advance, thinking of a German at the Mercedes. He also asked people to translate the "instructions" into German. "The purpose is to attract the attention of the Benz Corp." Mr. Lu said. The act of
quickly drew the crowd of passers-by. The Daimler building was crowded, and the Benz Corp staff and marketing director came out to co-ordination.
police arrived at the scene to persuade both sides, Mr. Lu said, the police at the moment said that a consumer protest in front of the Benz Corp was not the first time.
Mr. Lu agreed to follow them into the company conference room to talk about the problem after a person in charge of the Benz Corp was in coordination with a German and a German.
in the conference room, the head of the Benz Corp, Gao Jie, who was in the face of the police, said the company was responsible for repairing the car and compensation for Mr. Lu's loss.
"at that time, the police persuaded me to say," young man, you move the car first, we help coordinate. " Mr. Lu said that after that, he dragged the car to a 4S store closest to the Daimler building.
is accused of replacing parts without authorization. Mercedes Benz has no faith in
under the coordination of the police, the two sides have reached an agreement. "Do we have to pay attention to the police before they can be repaired?" Mr. Lu was puzzled.
that night, Mr. Lu received a call from the high wind army. After the inspection, it was found that it was a problem of computer accessories. The company had taken a new computer system from the customs. It could be changed in second days.
experienced so many twists and turns, Mr. Lu had a lot of heart, and he said, "wait for me to get there on the second morning, and I can't change it." The other Party promised.
Mr. Lu said that on the second day he arrived, the accessories had been installed. This annoyed him. "Without my permission, they opened my car privately and changed their accessories. As consumers, I should have the right to know at least." To make him more angry is, the day before the police coordination, talk about to pay compensation, after the replacement of computer accessories, the other party does not mention the matter of compensation.
"they say that money will not be paid." Mr. Lu said the high wind was a bad attitude. What impressed him most was that when he talked about the service attitude of the Mercedes 4S shop in Ji'nan, Gao Feng said, "they have a good attitude, you look for them and make friends with them."
Mr. Lu said frankly, "I prosecuted because of this person. I am not bad for tens of thousands of dollars. I am too angry. It is said that customers are God, but Benz Corp doesn't take consumers seriously at all. Are Chinese consumers not human beings?
the owner of the car complained to the Benz Corp for compensation and apologized for the
the car was repaired, but Mr. Lu also sued the Mercedes Benz (China) Auto Sales Co., Ltd. to the Chaoyang Court.
he asked the other party to pay 4000 yuan, 8186.55 yuan for lodging, 1200 yuan for transportation, 8000 yuan for misunderstanding, and asked the Benz Corp to extend the warranty period of the vehicles purchased by Mr. Lu to 10 years, and also asked the Benz Corp to apologize in the court.
after hearing, the Chaoyang Court had no evidence to prove that there was a contract relationship between Mr. Lu and the Benz Corp, and the first trial ruled that Mr. Lu was denied the prosecution. After the verdict of
, Mr. Lu refused to accept the appeal. He believes that although there is no direct contract relationship between him and the Benz Corp, the case is due to a dispute over maintenance obligations arising from the contract relationship between vehicles and vehicles. The Benz Corp, as an importer of Mercedes Benz and a service provider for after sale service, is in charge of dealing with the after-sale maintenance of the vehicle involved in the case.
Benz Corp will send the vehicle involved in the case to the maintenance plant and repair the vehicle without his knowledge. It should bear the loss and the cost of the work during the maintenance.
recently, the second court decided to maintain the original ruling. The second Central Committee believes that Mr. Lu and the Benz Corp have not formed a legal relationship between the contract of sale and the contract, and the Benz Corp is not a defendant in the case of compensation for damages for breach of contract. Although
he also said that after experiencing this experience, he would not consider Mercedes Benz in the future if he changed his car again.
Benz Corp saying
that the owner prosecuted a malicious
in the case of Mr. Lu, and the reporter contacted the Benz Corp's customer service phone to make an interview request.
customer service personnel to the reporter to go to the owner of Mr. Lu's contact way, said the company will first verify the owner, if the company think that the matter can be interviewed by the media, the phone reply to the reporter; if the matter is not suitable for reporting, it will not call the reporter.
as of press release, Benz Corp has not yet called the reporters.
reporters read the dossier of Mr. Lu's case and learned the Benz Corp's defense opinions. In the
court, the Benz Corp expressed disagreement with Mr. Lu's claim. The Benz Corp argued that there was no relationship between the company and Mr. Lu, and there was no contractual relationship between vehicle maintenance and service. Benz Corp is an importer of Mercedes Benz and does not engage in retail business and maintenance services.
Benz Corp's agent thinks that the vehicles involved have been repaired for free and have been used normally. At that time, Mr. Lu forced the vehicle to be towed away. The expenses he advocated were not necessary. He has now been fully compensated, and his prosecution is malicious.