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Recently, a consumer, Ms. Chen, reported to the quality complaint platform of The Paper that she bought a Mercedes-Benz CLE260 from Shenzhen Daxing Baode Automobile Sales and Service Co., Ltd. in August this year. "After driving the car for about 15 kilometers, I found that the dashboard indicated an engine failure."

Engine check light and "turtle light" on

Ms. Chen immediately reported the problem to the car sales company and asked for a replacement, but was rejected. The other party said that the cause of the car failure was a piece of iron foreign body in the turbocharger.

The blades of the turbocharger of Ms. Chen's new car were damaged

After negotiation between the two parties, the car sales company will replace the turbocharger for Ms. Chen free of charge and provide a three-year extended warranty. Currently, the two parties have reached a preliminary agreement.

Consumer Complaints:

Ms. Chen said that in early August, she bought a Mercedes-Benz CLE260 from Shenzhen Daxing Baode Automobile Sales and Service Co., Ltd. After picking up the car, Ms. Chen drove back home to eat, a total distance of about 5 kilometers. "After dinner, I wanted to take my family for a ride. Less than 10 kilometers away, the engine fault light on the dashboard of the car came on, and the red 'turtle light' also came on."

Ms. Chen said that the red "turtle light" indicated that the car's driving performance was reduced. She immediately contacted the car sales company to report the problem and drove the car back to the car sales company for repair early the next morning. Three days later, the other party told Ms. Chen that there was a foreign iron piece in the turbocharger and it could be removed.

However, when Ms. Chen went to the scene to check the video of the car failure, she found that the turbine blade was broken. "I feel cheated. The blade was obviously broken, but I was told to just take out the iron piece. What's more important is that the source of the iron piece is unknown and it can only be confirmed after disassembly and inspection."

Ms. Chen believes that the problem with the vehicle she purchased can be returned or exchanged according to the national automobile three guarantees. The three guarantees stipulate that within 7 days from the date of the validity of the three guarantees, if a household car needs to replace the engine, transmission, power battery, driving motor or its main parts due to quality problems, the seller shall provide a free replacement or return of the car according to the consumer's choice. Based on this, Ms. Chen believes that her situation meets the provisions of this clause and should be handled in accordance with the "Automobile Three Guarantees Regulations."

However, the car sales company refused Ms. Chen's request for a return or replacement of the car on the grounds that the turbocharger was not a part directly covered by the Three Guarantees Law, and the two parties were at a stalemate.

Business response:

After receiving Ms. Chen's complaint, The Paper contacted the above-mentioned car sales and service company. The other party said that they had completed the communication and negotiation with Ms. Chen, but did not disclose the specific details.

Ms. Chen told The Paper that after many communications with the other party, the final solution was that the car sales service company would replace the turbocharger for Ms. Chen and provide a three-year extended warranty on top of the three-year warranty that came with the car. As the parts need to be imported from the original German factory, they are expected to arrive on August 20, 2024. At present, the two parties have reached an agreement, and Ms. Chen's new car is waiting for repair at Daxing Baode Automobile Sales and Service Co., Ltd.