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In June this year, Mr. Dai from Haikou spent more than 420,000 yuan to buy a Mercedes-Benz GLC260. Unexpectedly, on the day of picking up the car and afterward, a car wash experience caused Mr. Dai to have an unpleasant quarrel with the 4S store. Mr. Dai even said that he felt extremely humiliated. Where did he come from?

The party involved, Mr. Dai: I had something to do and left, and my wife stayed behind to drive. I was very angry. After two or three days, I found out that I had only been paid 10 yuan. I felt extremely humiliated. Mr. Dai said that about a week after picking up the car, he drove to the 4S shop to install the license plate and washed the car. It was this car wash that caused the dispute.

The person involved, Mr. Dai: My car was a little dirty at the time, so I said we have this service, so please wash it for me. After washing, I found an obvious scratch about 15 centimeters long on my car door. I said that I didn’t think much at the time, and even if you give me a red envelope of 300 or 200 yuan, it would make us feel psychologically balanced. He said we will give you one symbolically, and this is my intention. Mr. Dai left in advance because of something, and only found out a few days later that the store gave him a red envelope of 10 yuan, which made him feel insulted. Moreover, Mr. Dai said that before this, on the day when he picked up the new car, he had an unpleasant experience with the 4S store because of the car wash issue.

The party involved, Mr. Dai: While he didn’t clean the car, he washed a board on the back of my car, which was about two feet long, and there were dozens or even hundreds of marks on it. On the spot, Mr. Dai asked the other party to provide a set of dashcams as compensation. Later, it was found that the other party’s handling was a bit perfunctory. The party involved, Mr. Dai: He said at the time that (the dashcam is worth) about 2,000 yuan. I thought you should at least pay more than 1,000 to 2,000 yuan. Because we bought a new car, we didn’t want to have a conflict. As a result, he delayed for a month and bought me one online. My wife saw that it was only more than 100 yuan, and it was a very low-quality dashcam.

Cheap dashcam + 10 yuan red envelope, two incidents made Mr. Dai very dissatisfied with the service of the 4S store. On the day of the interview, the reporter accompanied Mr. Dai to this 4S store. Regarding the traces on the appearance of the rear door trim strip found on the day of picking up the car, the store said that it was indeed their responsibility. Ms. Xu, sales manager of Hainan Xinghui Mercedes-Benz 4S store: In fact, strictly speaking, it is not a scratch, because we define scratches as leaking primer, right, and then it belongs to some roughness of the paint surface, but it did exist at the time, and then what was the customer's request, let us compensate for a dashcam, this situation is not under warranty, there is no warranty, the sales consultant for satisfaction, then our sales consultant went to buy a dashcam for Mr. Dai at his own expense, (Reporter: How much is the dashcam) It seems to be more than 100 yuan.

The party involved, Mr. Dai: I asked him how much the original one cost, and I asked if it could be installed. He said yes, the original one cost more than 1,000 yuan, nearly 2,000 yuan. (Reporter: Is there such a saying?) (No) They have a set of robber logic, that is, if I buy it, it's fine, you have to take it whether you want it or not. The cause of the vehicle scratch is difficult to define. 4S store: 10 yuan is a prize, not compensation. As for the second dispute, the store said that because the vehicle had been driven for a period of time, it could not be determined that the scratches were caused by the store's car wash. As for the 10 yuan red envelope, sales manager Ms. Xu said that it was a prize, not compensation. Hainan Xinghui Mercedes-Benz 4S store sales manager Ms. Xu: I have already told the customer that we have a red envelope, but this red envelope is not compensation, it is just a prize. (Reporter: There will be compensation later, we will discuss it) Yes, compensation is compensation.

On the day of the interview, the High-tech Branch of the Haikou Municipal Market Supervision Administration and the Haikou Municipal Bureau of Commerce also arrived to coordinate and handle the matter. Regarding the traces on the rear door trim on the day of the vehicle pick-up, after coordination, the two parties reached a preliminary solution. Ms. Xu, sales manager of Hainan Xinghui Mercedes-Benz 4S store: You said that the customer is not satisfied with any recorder we replace, so we will replace the (rear) trim.

In this regard, Mr. Dai asked the store to guarantee the quality of the newly replaced rear door trim. As for the scratches found during the second car wash, since the cause could not be determined, after coordination, the sales manager Ms. Xu expressed her willingness to take personal responsibility. The party involved, Mr. Dai: 300 yuan, I don’t ask for much, I just ask for an attitude, you know. Ms. Xu, the sales manager of Hainan Xinghui Mercedes-Benz 4S store: Since Mr. Dai has stated this amount, because this matter has passed, we will not pursue this responsibility now, and I will bear this 300 yuan personally.

(Live broadcast of Hainan by reporters: Xu Qian, He Jiangzhou)