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为汽车售后服务市场戴上“紧箍咒”

2017-09-05 08:36:59   中国青年网

文∕宋发良

随着我省汽车消费市场的快速增长,汽车消费者的心态日趋成熟,对汽车产品的关注重点,也逐渐从单一的购买成本,向使用成本转移。之前由于汽车售后服务标准在省内还是空白,很大程度上限制了我省汽车售后服务标准化体系的推广,也造成省内各汽车经销商的售后服务水平参差不齐,消费者的合法利益难以得到有效保护。

为此,由陕西省标准化研究院、陕西省汽车质量争议处理中心牵头起草,经陕西省质监局组织标准审评专家会审查通过的地方标准DB61/T1075-2017《汽车售后服务规范》已于2017年7月6日颁布,并于2017年8月6日正式实施,为汽车售后服务市场戴上“紧箍咒”。

参差不齐 售后服务让车主“不省心”

目前,汽车消费市场中,整车的质量问题随着科技进步在减少,但是消费纠纷依然很突出,比如:加价减配、4S店收费不合理、经销商承诺不兑现等现象严重损害了消费者权益,制约汽车行业健康发展,影响消费者的购买体验。

近日,西安北郊的程先生去4S店修车,因为车撞得比较严重,前大灯、玻璃、前保险杠都要更换。接车员了解情况后表示,配件需要提前订货,提车至少要10天左右。谁知接车员在和修车师傅联系后,又表示配件有货,3天就可以修好,报价7000元。

“一会儿说没现货,一会儿又说有货。”程先生当时虽有疑问,但也没想太多,便同意维修。可几天后,当他去提车时,发现车前保险杠明显有问题。“保险杠的毛刺太多,非常粗糙,和以前原厂的保险杠不一样。”程先生怀疑保险杠不是原厂件,并且找来懂行的朋友核实,也发现是非原厂的配件。

随后他向4S店反映了该情况,对方坚称就是原厂件,并说“查了系统,有订货记录”。程先生要求去仓库对比,或将原厂图片给他查对,却被对方以“没有这个程序”为由拒绝。

花了钱却无法得到满意的服务,事实上,像程先生这样吃了“哑巴亏”的车主并不在少数。而在现实生活中,除上述问题外,消费者往往在维修环节遭遇到更多的“陷阱”,且常常是被坑了还蒙在鼓里。

“过度治疗,小病大医”是4S店的常见的问题。据汽车维修店的经营者介绍,汽车上的零部件,除了部分一次成型的不能修复以外,其他大部分零部件都可以修复,重复使用。然而,多位车主均表示,4S店往往以安全为由,故意夸大故障,比如车辆的灯罩损坏,换个灯罩即可,可维修人员会建议拆除大灯,重新安装新的整套车灯。更有甚者待车主走后,将受损的零部件维修、喷漆、翻新,再卖给其他客户。

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