Qingdao: Who should be responsible for the cracking of the front windshield of the 4S shop?

Qilu.com · Lightning News, September 21, Mr. Chen reported to reporters that his car was maintained in a Volkswagen 4S shop in Jiaozhou, Qingdao some time ago. crack.

"After discovering the crack, my name was the staff of the 4S shop to check it, but because the front glass cracks were too small, they could not find the monitoring whether the crack was their responsibility at all." Mr. Chen told reporters.

To this end, Mr. Chen checked the vehicle's itinerary recorder to determine that the windshield before entering the store was intact. For this, the staff of the 4S shop also recognized and agreed to replace the glass and glass film for Mr. Chen. Essence However, due to the shortage of glass at that time, Mr. Chen asked Mr. Chen to go back to other accessories, but this was half a month.

"Because the glass is hot and cold in summer, if the air -conditioned heat -swollen contraction is easy to crack, it will crack more than 30 centimeters long on July 28." Mr. Chen told reporters.

Looking at the cracks and longer, Mr. Chen couldn't wait, so he called the public service call. The other party said that he would arrange a special person to understand the situation and urge the general processing time.

After more than an hour after making a customer service call, Mr. Chen received two telephones from 4S shop staff. "They called to ask my demands. I also said that if I can't wait for the accessories I can buy it by myself, the 4S shop is reimbursed, and they agree. But after more than an hour, the 4S shop gave me a return visit to me. Tel, say disagree with me. "

Before entering the 4S shop, the glass is good. When the vehicle is delivered, the glass is found to have cracks. The owner will definitely doubt whether there is any operational error during the maintenance of the vehicle. After the customer service phone, the 4S shop changed his attitude and refused to repair Mr. Chen?

After calling the customer service, the 4S shop refuses to replace it?

Mr. Chen told reporters: "Because I called the customer service call and said that I had gone to the formal channel, I would not handle it, and the attitude has obviously changed a 360 -degree change."

Mr. Chen does not understand why the glass can be replaced, and now the 4S shop disagrees. So he called the customer service phone many times to complain.

"I feel that they are forced to give me a processing plan, saying that if my vehicle has any scratches or minor problems, they give me free treatment, because my car is very careful, it is impossible to scratch. It is also impossible to agree with this processing plan, "Mr. Chen said.

During the negotiation with the 4S shop, Mr. Chen himself asked someone to simply repair the glass to prevent the glass from cracking, and the attitude of the 4S shop has not changed again. So why did the 4S shop not agree to replace the glass later? The reporter and Mr. Chen found the Qingdao Volkswagen Tianfu 4S store to understand the situation.

Manager Chen, Manager Chen of Qingdao Popular Tianfu 4S store, told reporters that in the screen of the driving recorder, when maintenance and follow -up car washing, the front windshield was intact, so it was not caused by their operational errors.

Who is responsible for the cracked glass?

In this regard, Manager Chen said that there are two reasons. One is that there may be a collision of foreign things when the car is stopped, but this monitoring cannot be seen; then there may be a little hidden danger before. Washing the car, thermal expansion and contraction, causing it to spread.

But Mr. Chen had a question. If this is the case, why did the 4S shop agree to replace the glass?

Manager Chen said: "The reason why they promised to change to the customer is because we can't find any evidence. In this case, we don't understand, so I tell the customers that we will change it first. After passing it over, it was passed over, and the incident had already agreed, so I did n’t regret it. But it ’s time to change it. But the problem in the later period is getting bigger and bigger, we can only follow the normal procedures. We will not bear it if it is not our problem. "

Mr. Chen believes that the car is handed over to the 4S shop, and the 4S shop should bear responsibility after a problem occurs.At this point, Manager Chen also proposed a solution."If it doesn't work, I will help you to take the insurance. I will handle it to you here. If the premiums in the coming year will be improved, our store will bear it." Manager Chen said.However, because this plan must be bought in the 4S shop, and the cost of replacing the glass is returned to Mr. Chen by vouchers. Mr. Chen believes that he is not a native of Qingdao. The insurance is also bought in other cities.Come here for maintenance, so there is no way to implement this solution.

"I just questioned it very much. I also said to the customer service phone call. Why did I agree before and gave you a 360 -degree change after calling you. What is the use of this 400 national customer service phone?Is it still blocked by consumers? "Mr. Chen said.

The reporter will continue to pay attention to this matter.