Half a month after the arrival of the new car with a price of 360,000 yuan, there were many bulges in the paint of the whole car. Recently, Ms. Yang, the owner of Suzhou, was caught in a long dispute because of the quality problem of the new car. She told The Paper that after the incident, the 4S shop tested the car many times, and the test results changed again and again. So far, an authoritative test report has not been given, and she asked the 4S shop to return the car, which was also rejected.
In this regard, on November 19, a relevant person in charge of Suzhou Zhongsheng Wohao Automobile Sales Co., Ltd., a 4S shop involved, said that the reason for the bulging of automobile paint has not yet been ascertained, but according to the national automobile three-guarantee policy, it has not yet reached the standard of returning cars, and only the bulging position of automobiles can be repaired.
The staff of Volvo Car Customer Service Center didn’t respond to the quality problem of car paint, saying that if there is a problem with the car, the customer needs to negotiate with the dealer to solve it. Whether to return the car or not will be judged according to the national car three-guarantee policy and process.
There is a quality problem in picking up the car for half a month, and the change of car is rejected.
In August this year, Ms. Yang bought a new Volvo xc60 car in Suzhou Zhongsheng Wohao Automobile Sales 4S Store, and the landing price was about 360,000 yuan. However, half a month after picking up the car, Ms. Yang found that there was a problem with the car paint. "First, there was a bulge in some parts of the car. At that time, I thought it was glued, so I didn’t care much."
The small drum bag appeared in the car. The pictures in this article are provided by the respondents.
The real problem was found at the end of September this year, when Ms. Yang sent her new car to a car wash shop for cleaning. She told The Paper that during the cleaning, the car wash master told her in confusion, "This car looks like a new car. Why are there so many bulges on the body?" Under the reminder of the car wash master, Ms. Yang found that those places that looked like "sticky dirt" were originally small bags that were raised one by one. These small bags appeared in many places in the whole car, and some small bags were densely connected together, making the car look like "acne" and the surface was uneven.
There are hundreds of bulges in the whole car paint.
A mechanic told The Paper that the problem of bulging of automobile paint surface generally appeared in older cars. "For example, if the primer was sprayed with topcoat before it was dry, such a problem would easily occur. However, the new car has not been seen before, and the painting of the new car before leaving the factory is computerized, which is unlikely to happen. " He said that if the bulging problem is not dealt with in time, the area will gradually expand, which may eventually lead to the paint falling off in many places.
At the beginning of October, Ms. Yang drove the car to Suzhou Zhongsheng Wohao Automobile Sales and Sales 4S shop for testing. She told The Paper that the technicians polished the bulging parts of many car paints, and did not solve the problem of bulging. "At that time, the technicians said that this was not an external (paint) problem, but an internal problem."
Ms. Yang said that she asked for a car change on the spot, and the 4S shop also said that it would not shirk its responsibility. In the live recording provided by Ms. Yang, it can be heard that the staff of the 4S store said that "they will not shirk their responsibilities". In the recording, Ms. Yang’s lover mentioned that "these points are bulging from the inside, and now they are all cobwebs". The staff of the 4S store also agreed and repeatedly admitted that they can take responsibility on behalf of the manufacturers.
At the end of October, the 4S shop contacted Ms. Yang again to test the car to determine whether the car was self-painted. Ms. Yang said that after the on-site painter’s appraisal, it was determined that the car had no traces of self-painting. "At that time, we also put forward the demand of changing cars. The 4S shop said that it would bear the responsibility, but we still need to wait for the appraisal results of Volvo manufacturers."
At the end of November, under the remote guidance of Volvo factory technicians, the 4S shop tested the car for the third time. "The manufacturer first asked for polishing to see if these bulges were stuck on it, but polishing did not solve the problem. On the spot, the staff of the 4S shop repeatedly told the manufacturer that this was an internal problem, not an external one." Ms. Yang said that after the polishing failed, the manufacturer’s technicians proposed to cut the paint surface of the bulging part for inspection. However, after cutting the bulging part to the white metal layer, there were still problems. "At that time, the technicians of the 4S shop told us that there was a problem with the primer, which led to the bulging of the paint surface. If there is a problem with the primer, it can be said that the problem lies before the car leaves the factory. "
Ms. Yang told The Paper that the staff of the on-site 4S shop said that the test report issued by Volvo manufacturers would be available the next day after the test, and the solution would be determined according to the test report. However, since then, Ms. Yang has repeatedly urged that the 4S store always responded with "the manufacturer has not provided it yet, and we will follow up".
On November 16, Ms. Yang called the 4S shop again, and the staff gave the manufacturer’s test conclusion orally. According to the telephone recording provided by Ms. Yang, the staff of the 4S shop said: "Now the analysis is that both the tail and the fender of the car have bulging problems, but the tail and the fender are not painted by a supplier, and both of them have problems. It is initially determined that it is caused by the external environment, not the paint itself."
This statement made Ms. Yang unacceptable. "After checking for more than a month, the master had already said that there was a problem with the primer. Now, not only did she fail to give a qualitative reason, but she also shirked the responsibility to the external environment?" In addition, Ms. Yang said that she had repeatedly asked for a test report, but none of the 4S stores could provide it.
4S shop: Why did the car paint bulge appear? The reason has not been found out yet.
In view of the above situation, on November 19th, The Paper contacted Suzhou Zhongsheng Wohao Automobile Sales 4S Store, and a relevant person in charge of the store said that the specific reason for the problem of Ms. Yang’s car has not been found out yet. "There has never been a problem of new car paint bulging before, and we are now investigating with manufacturers whether it is a production line problem or a paint surface corrosion pollution."
The person in charge said that in the previous testing process, 4S shop technicians pointed out that it was a problem of primer coating. This was a personal judgment made by the technicians and could not be used as a qualitative reason. Only the testing report issued by the manufacturer could be used as an authoritative report. He said that the reason why the test report was not provided to Ms. Yang was because she was going through the stamping process and could show it after the stamping. If Ms. Yang could not accept the test results at that time, the 4S shop agreed to have the vehicle tested by the Quality Supervision Bureau.
At present, the 4S store thinks that Ms. Yang’s request for car replacement can’t be satisfied, and said that she has never promised Ms. Yang’s request for car replacement before. "We can deal with the bulging place of the car and let the car drive beautifully on the road, but if it is required to return the car, it has not yet reached the requirements for car replacement in the three-guarantee policy of the car, and we can’t return the car."
Regarding the 4S shop’s statement, Ms. Yang insisted that she only accepted changing cars or returning cars. "Our new car has problems for half a month. Now there are more than 100 bulging places in the car, which are polished and cut. It is completely unrecognizable. Even if it is painted, the new car looks like a used car." Ms. Yang believes that the problem of bulging is obviously the quality problem of the car itself.
Is the new car paint bulge a quality defect of the vehicle? The reporter from The Paper called Volvo Car Customer Service Center for many times, but the staff who contacted for many times did not respond for reasons such as "feedback to relevant departments" and "no authority to express their views". Regarding Ms. Yang’s request for car replacement, the staff said that the dealer is a window for direct customer service on behalf of the manufacturer. It is suggested that customers negotiate with the dealer, and whether to return the car or not will be judged according to the national three-guarantee policy and process.
On November 20th, the reporter from The Paper inquired about the Quality Control Section of Wuzhong District Market Supervision Administration, Suzhou. The staff of this section said that the quality problems of automobiles can be solved according to the automobile three guarantees policy. Regarding the quality problems of the new car proposed by Ms. Yang, the staff said that they would arrange quality inspectors to conduct an investigation and then give a response after the investigation.
