奔馳車主哭訴維權(quán) 市場(chǎng)監(jiān)管部門立案調(diào)查

14日，官方公布事件最新進(jìn)展：已對(duì)涉事4S店“利之星”涉嫌質(zhì)量問(wèn)題進(jìn)行立案調(diào)查。

The market regulator in Xi’an, Northwest China’s Shaanxi province has ordered a Mercedes Benz 4S dealership in the city, mired in an oil leak scandal, to refund the buyer as soon as possible after conducting an investigation of the incident.

陜西西安一家奔馳4S店陷入漏油問(wèn)題風(fēng)波， 西安市場(chǎng)監(jiān)管部門責(zé)成4S店對(duì)此事調(diào)查核實(shí)后，盡快退車退款。

【單詞講解】

這里的4S指：sale(銷售)、spare part(零配件)、service(售后服務(wù))和survey(信息反饋)。

大多數(shù)商品享受到的售后“三包服務(wù)”為warranty services of repair, replacement and refund(修理、更換及退貨)。

稍早前，微博網(wǎng)友“化身方寸山”在微博發(fā)布了三段視頻，視頻中，一名女子坐在利之星奔馳4S店一輛紅色奔馳車前引擎蓋上，哭訴自己不久前的一段糟心購(gòu)車經(jīng)歷。

The video shows the woman sitting on top of a Mercedes-Benz and crying that she bought it for 660,000 yuan, making a down payment of 200,000 yuan, and after the leak was discovered her complaint was ignored for 15 days.

視頻中，該女子坐在一輛奔馳車引擎蓋上，哭訴其花66萬(wàn)元購(gòu)買此車，首付20多萬(wàn)，竟發(fā)現(xiàn)車輛發(fā)動(dòng)機(jī)存在漏油問(wèn)題，然而她的投訴在15天之內(nèi)還未得到解決。

經(jīng)多次協(xié)商，該店的解決方案從退款、換車變成免費(fèi)換發(fā)動(dòng)機(jī)。

4月13日，西安市場(chǎng)監(jiān)管部門責(zé)成“利之星”4S店盡快落實(shí)退車退款事宜。當(dāng)天，監(jiān)管部門還組織“利之星”4S店負(fù)責(zé)人與投訴人對(duì)話協(xié)商，努力促成雙方達(dá)成解決問(wèn)題的一致意見。

The Mercedes Benz dealership in Xi'an Saturday said the shop is negotiating with the buyer. The dealership has agreed to refund her in full, but the buyer told local regulators that she was not satisfied with the deal, and insisted on further negotiations.

該4S店13日表示正在與車主溝通，并表示愿意全額退款。但是車主對(duì)市場(chǎng)監(jiān)管部門表示，不接受退款，希望對(duì)此事進(jìn)行深入調(diào)查。

A woman fixes a Mercedes star to a car's bonnet in production of a Mercedes-Benz S-Class on an assembly line in Sindelfingen, Germany, Jan 24, 2018. [Photo/IC]

據(jù)悉，車主提出的8項(xiàng)訴求如下：

? 調(diào)查該車車輛歷史(an investigation into the history of the car)，要求知曉該車到店至銷售期間的基本情況;

? 車輛PDI檢查(pre-delivery inspection，新車交付前檢查)是否真實(shí)，檢查人員有無(wú)資質(zhì)，3月22日到3月27日期間又做了哪些檢查，車輛的檢查有沒有檢查到問(wèn)題，檢查人員有無(wú)資質(zhì);

? 沒有任何利益的第三方對(duì)車輛進(jìn)行檢測(cè)(an independent inspection of the vehicle)，如果是質(zhì)量問(wèn)題依法賠償，如果是三包問(wèn)題，我們也愿意接受。我們合法維權(quán);

? 調(diào)查4s店在銷售過(guò)程中是否侵犯了知情權(quán)，是否有強(qiáng)制消費(fèi)，收取的金融服務(wù)費(fèi)(financial service fee)是否合理，要求調(diào)查是否存在違法;每年有多少消費(fèi)者被動(dòng)消費(fèi);

? 規(guī)范汽車行業(yè)車輛PDI檢查，與從業(yè)人員素質(zhì);

? 奔馳官方要給一個(gè)正式的道歉和情況說(shuō)明(a formal apology and statement from the Mercedes-Benz company);

? 對(duì)個(gè)人精神方面的損害給予補(bǔ)償(compensation for her psychological damage);

? 對(duì)汽車行業(yè)銷售方面亂象進(jìn)行整治，維護(hù)消費(fèi)者合法權(quán)益(protect legal rights and interests of consumers)。

On Saturday, the Beijing Mercedes-Benz Sales Service Co issued a statement saying it was deeply sorry for the customer's experience. It said it had launched an investigation and dispatched a special team to Xi'an to negotiate with the woman.

13日，北京梅賽德斯-奔馳銷售服務(wù)公司發(fā)布聲明，稱對(duì)客戶的不愉快經(jīng)歷深表歉意，表示已展開調(diào)查并派專門工作小組前往西安與客戶進(jìn)行溝通。

針對(duì)4S店收取金融服務(wù)費(fèi)一事，14日，奔馳公司發(fā)布聲明，稱不向經(jīng)銷商及客戶收取任何金融服務(wù)手續(xù)費(fèi)。

In another statement on Sunday, the Mercedes-Benz Financial Services said that Mercedes-Benz charges no such financial service fee to dealers or customers, and have repeatedly required its dealers to abide by the law and guarantee customers' rights.

梅賽德斯-奔馳汽車金融服務(wù)公司在14日的一則聲明中表示，不向經(jīng)銷商及客戶收取任何金融服務(wù)手續(xù)費(fèi)，并反復(fù)要求經(jīng)銷商要誠(chéng)信守法，確保消費(fèi)者的合法權(quán)益。

西安市場(chǎng)監(jiān)管局高新分局副局長(zhǎng)劉林表示，目前已成立多部門組成的聯(lián)合調(diào)查組，并組織雙方進(jìn)行協(xié)商。

The car in question has been sealed for examination by local regulators, media reports said on Saturday.

據(jù)媒體13日?qǐng)?bào)道，涉事車輛已被市場(chǎng)監(jiān)管部門封存待查。

下一步，西安市市場(chǎng)監(jiān)管局高新分局將委托有資質(zhì)的檢測(cè)機(jī)構(gòu)，對(duì)涉事車輛進(jìn)行檢測(cè)，并根據(jù)檢測(cè)結(jié)果進(jìn)行公正處理。

【相關(guān)詞匯】

分期付款 installment payments

消費(fèi)者合法權(quán)益 legal rights and interests of consumers

市場(chǎng)秩序 market order

質(zhì)量缺陷 quality defects

第三方檢驗(yàn)檢測(cè) third-party inspection and test

欺騙消費(fèi)者 consumer fraud

金融服務(wù)費(fèi) financial service fee