Because the owner complained that the 4S store could not be sold after sales, the direct stores were closed, the manufacturer's telephone was cancelled, and the headquarters were empty, Shandong Automobile Circulation Association pulled Guanzhi cars into the "blacklist" to remind consumers to buy carefully. In response to this, on May 18, Guanzhi auto released [a letter to all Guanzhi car owners] on its official wechat official account( https://mp.weixin.qq.com/s/CapwctSOyWhGHpNBP1CDdw ) , the relevant issues are described in detail, and the following is part of the original text.
Recently, the Shandong Automobile Maintenance Association issued a document on "no after-sales service" and sent it to several car owners. Baoneng automobile group attached great importance to it, conducted investigation and verification at the first time, actively contacted relevant consumers for understanding and communication, and then properly solved the problems fed back by the owners.
The reason behind this problem is that Guanzhi automobile has changed its business model and adjusted its service outlets in response to the double test of the impact of the epidemic and the "broken chain" of the supply chain. As the after-sales service is in the new mode of undertaking, some service outlets have withdrawn, resulting in a small number of car owners' concerns about the after-sales service of Guanzhi car.
For the owner's troubles, Baoneng automobile will not shy away from facing the focus, sincerely apologize to the owner, and try its best to solve the problem in a practical and realistic manner. At the same time, we promise all car owners that Baoneng group will unswervingly develop the automobile industry, and continue to invest in the strategic height of the group's first core industry to continue to provide high-quality after-sales service to all car owners.
After the strategic investment in Guanzhi automobile, Baoneng group always takes the operation and development of Guanzhi automobile as the primary task and goal of Baoneng automobile group.
For the matters concerned by customers, Baoneng automobile promises as follows:
1、 About after-sales outlets:
Baoneng Automobile Group has more than 100 maintenance service providers, and Guanzhi automobile has 78 authorized maintenance service providers, covering more than 100 cities in China.
Baoneng will actively develop authorized maintenance service providers. It will add another 50 in June. It is expected to realize more than 500 maintenance service providers covering 300 cities by the end of the year to meet customers' after-sales service needs. Baoneng will publicize all maintenance service providers on its official website to solve customers' fault repair and maintenance problems. The original warranty repair and vehicle maintenance vouchers can be cashed at any outlet.
2、 About spare parts guarantee:
In view of the lack of regional spare parts mentioned by a few customers, Baoneng will speed up the supply of spare parts, urgently transfer and pull them nationwide, quickly deliver them through logistics, urgently purchase and deliver one of the scarce parts, so as to serve every car owner well.
3、 For replacement subsidies and other expenses:
Baoneng will review the relevant materials received from customers and settle the accounts after passing the review.
4、 About the rights and interests of Sanbao vehicle maintenance:
For three guarantees vehicles, Baoneng automobile attaches great importance to the legitimate rights and interests of customers and makes every effort to protect them. When the customer needs maintenance, Baoneng will respond positively at the first time after receiving the demand and arrange special personnel to track and deal with it to ensure that the customer's after-sales service demand is met.
For the first maintenance cost: if the local authorized service network of Baoneng cannot be contacted, call the Baoneng 400 service hotline for confirmation, select the maintenance enterprise with corresponding maintenance qualification, provide relevant maintenance list, invoice and other materials after construction, and settle after approval.
For the three guarantees maintenance cost: when the Three Guarantees quality failure needs maintenance, Baoneng confirms the failure phenomenon and spare parts, selects the enterprise with relevant maintenance qualification of level II or above, provides relevant material list and invoice supporting evidence after construction, and makes settlement after approval.
5、 About the functionality of the Internet of vehicles:
In view of the functional problems of the Internet of vehicles mentioned by some customers, Baoneng will speed up the technical upgrading of the system and restore the system immediately, so that customers can have a better driving experience.
