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(原标题:共享汽车把人锁车外闹心)
今年开始,从共享单车到共享汽车,共享经济火热津城。首汽集团旗下的新能源分时租车“Gofun出行”自4月进津以来,迅速成为覆盖区域较广的共享汽车品牌。
驾驶共享汽车赴约聚会,在年轻人中迅速走红,但是当遭遇车门打不开,求助客服难解窘境,等待4个小时后维修人员才姗姗到来,这样的感受如何呢?9月11日,市民于女士给本报热线28201000打来电话,讲述了自己糟糕的共享汽车驾乘体验。
被锁车外4小时收费不停
“2017年8月31日10点,自己通过‘Gofun出行’APP租了辆奇瑞小蚂蚁新能源汽车,途中临时下车后就再也打不开车门了。从15:00到18:30期间7次与客服人员联系,都被告知请耐心等待不要离开车辆否则后果自负,工作人员会尽快联系。”于女士告诉记者,“我在车旁站了4个小时,结果才等到一个电话。直到19:00,才接到天津这边工作人员电话,说刚接到客服平台反馈,会尽快前来维修。该维修人员告诉我,由于没停到指定地点,会加收200元挪车费。经过据理力争,最终这笔挪车费没有收取。”
于女士说,本以为糟糕的体验过去就完了,没想到接下来的事更堵心。她的“Gofun出行”用车计费当天23点40分才停止,用车时长805分钟,当天租车费用达到127.5元。“这明显是不合理收费呀。”于女士告诉记者,“客服打太极式的回应让人更难接受。”从9月1日起,于女士向客服人员多次反映用车费不合理,要求重新结算,均被告知会尽快处理,但直到向报社投诉前,也没有工作人员和她联系。“我还有699元押金在‘Gofun出行’账户里,他们不重新计算车费我就无法结账,也不能退押金,这算不算霸王条款?”如此糟糕的体验,于女士表示自己实在没有勇气再次租用共享汽车了。
无人回复客服形同虚设
接到反映后,记者找到当天的维修人员进行求证,被告知需要找上级部门解答。记者拨打该公司客服电话,经过查询后台客服人员确认有于女士的投诉信息,并告知一直没有处理,同时告诉记者会尽快通知后台管理员对用车费进行处理。9月18日,记者再次致电首汽集团“Gofun出行”,客服人员再次确认没有工作人员与于女士联系过,原因他也不清楚,只能通过系统再次催促。记者总共与“Gofun出行”三位客服人员进行过联系,每位客服人员都说尽快通知后台处理并回复,但是至今无人与于女士联系过,客服电话形同虚设。计时错误、超额收费问题何时能解决?本报将持续对共享汽车乘车体验进行关注。
责任编辑:曲格林 CN064
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