Zhengzhou Aoze Recruitment

Recently, the news that Weilai car owners spent 6.5438+0.4 million on changing tires has become a social hot spot. The video shows that Mr. Zheng, the owner of Zhengzhou Weilai, replaced the left front wheel of the vehicle in a store, but the maintenance cost was as high as 654.38+0.46 million yuan. Later, it was found that it was all tires and wheels, air conditioning refrigerant, suspension control assembly and so on. The store in 4S has been replaced with new ones, and there are some other maintenance projects. ? In this regard, Mr. Zheng said that he had no knowledge.

The result of this matter is still very good. That is, Qin, president of Weilai Automobile, also responded to this matter: Mr. Zheng's economic loss is at the bottom. Finally, Mr. Zheng just spent a little maintenance money and drove away.

Although things have been solved very well, how to avoid similar things from happening again is more important. So we have to sort out the whole story again.

The owner reported that in September last year, the left front wheel was damaged due to driving, and the other three wheels were fine. However, after the accident, the owner did not call the insurance company, but thought that the car was not damaged much. So I contacted Weilai manufacturer the next day, and Weilai introduced the after-sales party of cooperation, which is Zhengzhou Oze Audi 4S shop. As a result, the final maintenance cost was as high as 6.5438+0.46 million yuan, which puzzled the owner. After this incident, the owner communicated with the two companies many times, but all failed. So the owner reported to the Zhengzhou market supervision department that the two companies were suspected of excessive maintenance and premium collection, and things eventually fermented.

1 I didn't call the insurance company immediately after the accident because the owner made a mistake first.

It is not difficult to see from this incident that the owner did not contact the insurance company for the first time after the incident, nor did he contact Weilai Automobile. I contacted him the next day.

We all know that when buying a car, we should buy insurance at the first time. Even if the insurance is not in effect, it is not recommended to drive on the road. It can be seen that the importance of insurance is very great. In fact, in the event of a major accident, as a car owner, you should call the police or call the insurance company at the first time. Under normal circumstances, the insurance company provides 24-hour service, and even if it is late, it will arrive at the scene of the accident at the first time. And if your car battery is dead, the insurance company will give you electricity for free.

Therefore, the owner of Weilai did not call the insurance company immediately after the accident, and the owner made a mistake first. It is also legal for insurance companies to refuse to pay compensation afterwards.

The "worry-free service plan" of Weilai Automobile has not been well implemented, which is a secondary responsibility.

Weilai automobile has always taken good service as its core competitiveness, but in this incident, Weilai brought a lot of trouble to the owner and had to bear secondary responsibility. In fact, Weilai has a good worry-free service plan. To put it simply, consumer spending 14800/ year currently includes six rights and interests, namely, one-click maintenance, free maintenance, three insurances, free scooter and enhanced transportation services.

In the free maintenance, it is clear that any loss of the vehicle during the warranty period can be repaired free of charge by Weilai. But the premise is that Weilai can confirm that the responsibility is not the user, and the maintenance of the vehicle can be taken care of by Weilai.

The owner of this incident is the owner of the service worry-free plan, so Weilai has a thorough understanding of the economic losses caused by the owner without clear illegal acts. The loss is solved by Weilai and the authorized maintenance station, and it is wrong for the user to bear it.

In the end, the official response given by Weilai Automobile includes the following points:

1. The maintenance items and expenses are reasonable, and there is no excessive maintenance and false pricing.

2. The maintenance cost is 6.5438+0.4 million, which is not only the rim problem, but also the damaged chassis of the whole vehicle needs to be repaired at the request of the owner.

3. Worry-free service plan, the claim settlement process also needs on-site demarcation and traffic police accountability, and everyone needs to pay attention.

4. In the tug-of-war between insurance companies and customers, Weilai service team, as a worry-free service provider, mishandled it, which led to the fermentation of the incident.

The most difficult thing for a new power company to build a car is after-sales.

Compared with the traditional 4S stores, the most difficult part of the new power company is the after-sales link. Generally speaking, 4S stores can provide consumers with the most formal and safest after-sales and maintenance. Manufacturers can also give more restrictions to 4S stores. If something goes wrong, it is more convenient for consumers to defend their rights.

At present, most of the new power companies are online direct sales, and they can only entrust cooperative third-party institutions after sales, so they are very proficient after sales. In addition, the new power company's cars are not selling well at present, so the cost of repairing them is relatively high. Most of the batteries of new energy vehicles are on the chassis, and sometimes it is not easy for consumers to observe after bumps. Consumers think there is nothing serious, but in fact the problem is more serious. Moreover, in this accident, Weilai ES8 is still an all-aluminum body and cannot be welded. Therefore, various reasons are combined to make this maintenance a "sky-high maintenance".

Therefore, under normal circumstances, it is normal that the car maintenance cost of New Power Company is relatively expensive. Moreover, manufacturers have also launched many services, which require consumers to spend money to buy and provide better after-sales maintenance.

Back to the incident itself, I think both the owner and the manufacturer are responsible. The mistake of the owner is that he didn't call the insurance company at the first time, and the mistake of the manufacturer is that he didn't implement it well in the process of "worry-free service".

This article comes from car home, the author of the car manufacturer, and does not represent car home's position.