Event background review:
1, 20 17 The owner Cai's Mercedes-Benz car spent 156000 yuan at a Mercedes-Benz dealer in Zhengzhou, Henan Province for maintenance. ? 2. On the 27th day after vehicle maintenance, the vehicle engine suddenly exploded. For the responsibility of this accident, Huisheng Mercedes-Benz believes that it was caused by the driver's improper driving and is unwilling to bear the maintenance cost again. ? 3. The owner complained to Zhengzhou Municipal Market Supervision Bureau, and the complaint was accepted and investigated at the end of 20 17; ? 4. After investigation, Garden Auto Parts Company first purchased a universal cylinder accessory on Taobao, and sold it to an automobile sales and service company named Zhengzhou Xianghui at a price of 8,900 yuan, and then Xianghui Company sold it to Huisheng Benz at a price of 19222 yuan. ? 5. Finally, Zhengzhou Municipal Market Supervision Bureau found that Zhengzhou Huisheng Mercedes-Benz Automobile Sales & Service Co., Ltd. infringed on consumers' rights and interests, and made an administrative penalty decision of confiscating illegal income of 20,443 yuan and imposing a fine of 244,300 yuan ten times. ? 6. After the penalty decision was made, Zhengzhou Huisheng Mercedes-Benz refused to accept it and applied to Zhengzhou Municipal People's Government for administrative reconsideration, but it was rejected and later appealed to the court. Finally, on May 8 this year, Zhengzhou Intermediate People's Court made a final ruling to support the administrative punishment decision of Zhengzhou Municipal Market Supervision Bureau. After the court made the final judgment, Huisheng Mercedes-Benz still did not cooperate with the administrative law enforcement to pay the fine. It was not until the court issued an enforcement notice that Huisheng Benz paid the fine of 420,000 yuan in full on July 1 this year.
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According to the video report, on 20 17, the engine cylinder of Mr. Cai's Mercedes-Benz in Zhengzhou City, Henan Province was damaged due to a rainstorm. After inquiring about four Mercedes-Benz dealers in Zhengzhou, the staff of the insurance company finally chose a Mercedes-Benz dealer named Zhengzhou Huisheng. The maintenance plan given by this store not only meets the needs of replacing the middle tube, but also promises to use the original accessories.
After more than two months of maintenance, Mr. Cai went through the formalities of picking up the car at the end of September 2065438+2007. On the second1day after Mr. Cai picked up the car, the temperature of the vehicle water tank appeared out of the chart when driving at high speed. On the way to the dealer for maintenance, the vehicle broke down completely, and after being towed to Huisheng Mercedes-Benz, it was confirmed that the water pipe buckle was not installed, which led to the leakage of antifreeze, and finally the engine exploded. For the responsibility of this accident, Huisheng Mercedes-Benz believes that it is caused by improper driving of the driver and is unwilling to bear the maintenance cost again.
Mr. Cai reflected his situation to Zhengzhou Municipal Market Supervision Bureau, and the complaint was accepted. At the end of 20 17, investigators soon found that the explosion of engine cylinder was caused by engine overhaul, and the most important part of the engine was the engine middle cylinder. It is understood that the engine number of the owner's original car is exactly the same as the engine number that was repaired and replaced. Engine usually refers to the engine assembly, and the middle cylinder, as one of the core parts in the assembly, is the key to support the piston to move and burn and convert heat energy into power. The engine of each car always has a unique identification number, which is forged on the side wall of the middle cylinder before leaving the factory. Once installed on the vehicle, this number will also be reflected in the vehicle driving license and motor vehicle registration certificate. That is to say, if the vehicle is replaced with a new engine assembly, there will inevitably be a new engine identification number on the sidewall of the middle cylinder of this assembly.
After further investigation, law enforcement officers learned that Mercedes-Benz China, as the only original spare parts supplier, did not provide the middle cylinder parts separately, but only provided the engine assembly. This statement was also confirmed in the certification materials issued by Mercedes-Benz China in cooperation with the law enforcement investigation. Liu Dayong, general manager of Huisheng Mercedes-Benz, also admitted this fact in his inquiry. Liu Dayong, general manager of Huisheng Benz, said that the insurance company instructed them to go to Garden Auto Parts to buy cylinder parts. After further obtaining the information of the supply list, the law enforcement officers locked in a supplier, Zhengzhou Garden Auto Parts Company, located in Tian Rong Auto Plaza, Zhengzhou, and the project manager of this company admitted that they did provide middle cylinder parts to Huisheng Mercedes-Benz.
According to Manager An of the supplier Garden Auto Parts Company, the middle cylinder installed on Mr. Cai's car is a common old model. In order to avoid retrospective inquiry, the identification number brought by the factory will be worn off by the seller. As for why the same engine number appears in the middle cylinder, Manager An gave a statement. Mr. An, manager of Zhengzhou Garden Auto Parts Company, said, "They said that there was no engine number and the insurance company refused to report it. It seems troublesome to check a car without a car number. Later we contacted the market and asked for an engine number. Later, their manager came and gave it a call. "
The insurance company issued a "Cooperation Agreement on Vehicle Maintenance in Insurance Accidents" to law enforcement officers, which is a framework agreement signed by both parties when determining the cooperation relationship. It is clearly stipulated in the agreement that Huisheng Mercedes-Benz must use original parts when repairing accident vehicles insured by insurance companies. Law enforcement officers sorted out the circulation path of gas cylinder accessories according to the bills obtained in the investigation. First, Garden Auto Parts Company bought a universal cylinder liner accessory on Taobao, and sold it to an automobile sales and service company named Zhengzhou Xianghui at a price of 8,900 yuan. Later, Xianghui Company sold it to Huisheng Benz at a price of 19222 yuan.
Law enforcement officers learned by inquiring about the enterprise registration information that the registered company of Huisheng Mercedes-Benz is Zhengzhou Huisheng Automobile Sales and Service Co., Ltd., and there are four other companies associated with it, including Zhengzhou Xianghui Automobile Sales and Service Co., Ltd., which involves the procurement process of cylinder parts. During the investigation by law enforcement officers, Huisheng Benz twice tried to reconcile with Mr. Cai and agreed to compensate him for a new car, but only if Mr. Cai signed a confidentiality agreement. ?
In the end, Zhengzhou Municipal Market Supervision Bureau found that Zhengzhou Huisheng Mercedes-Benz Automobile Sales & Service Co., Ltd. infringed on consumers' rights and interests, and made an administrative penalty decision on April 20 19 to confiscate the illegal income of 20,443 yuan and impose a fine of 244,300 yuan 10 times. After the penalty decision was made, Zhengzhou Huisheng Mercedes-Benz refused to accept it, applied to Zhengzhou Municipal People's Government for administrative reconsideration, and later appealed to the court. Finally, on May 8 this year, Zhengzhou Intermediate People's Court made a final ruling to support the administrative punishment decision of Zhengzhou Municipal Market Supervision Bureau. After the court made the final judgment, Huisheng Mercedes-Benz still did not cooperate with the administrative law enforcement to pay the fine. It was not until the court issued an enforcement notice that Huisheng Benz paid the fine of 420,000 yuan in full on July 1 this year. We will continue to pay attention to the further progress of this matter.
Editor's comments
On 20 19, the female owner of Xi' an Mercedes-Benz cried about the rights protection incident, which shocked the entire automobile industry. Affected by this incident, the automobile sector, including some OEMs/dealers, plummeted collectively. Obviously, the hidden market worries revealed behind the rights protection incident that lost tens of billions of market value are not only the end of the "reconciliation" between the two sides. Recently, CCTV news revealed that Mercedes-Benz dealers in Zhengzhou, Henan Province replaced three products for car owners, which could be delayed from 20 17 to 2020, and finally resolved after the court issued an enforcement notice. The hidden rules of dealer customer service and automobile sales industry exposed by the rights protection incident cannot be ignored.
I believe that such incidents in recent years can sound an alarm for the automobile industry facing subversive changes. Automobile manufacturers and automobile dealers need to face up to their product quality and service attitude, learn to improve their management and service capabilities through more standardized operating systems and solutions in the new retail era, so as to remain competitive in the future market. (Source: CCTV; Compile/car home? Zhouyi)