In this programme we complaint recovery rate still reached one hundred percent, many consumers troubling incident is resolved, even if no solution is highly valued by manufacturers and dealers, communication and coordination of the owners in the positive. See the owners sent us expressed satisfaction with the mail, phone call say thank you, I feel very warm. Here also want to through the blog for all car manufacturers and dealers for our program support. I know, our program's success is the result of the joint efforts of both sides. And that we solve the problem in the process of coordination relation to help consumers, always adhering to independent, impartial attitude obtained everybody approval. The car corners, we look at some of the complaints back together, and the horse six go to the 4S store maintenance, the 4S store collided with the truck in the trial run of events.

1 complaints feedback: Skoda smoothly

   Audience friend everybody is good! If you need our help can call 65158856/57, you can also call our 24 hours of telephone complaints message 65289999-5-9, today is very famous US car lakes on the two heroes, from the Xinhua news agency South Chen, and repair of Fang fang.

First look at the manufacturers and consumers to our reply, I believe a lot of friends in the audience was watching Liu Skoda Octavia event, we are happy to tell you, about the complaints have been very satisfactory results, sent Ms. Liu's e-mail said so.

    First of all thank auto world program group to give me help, after the September 20th car lakes show, Shanghai Volkswagen has sent three senior officials to Beijing to deal with the matter specially, they just stand in line with problem solving attitude makes me feel satisfied that some be overwhelmed by an unexpected favour moved, although now things in the process of resolving the gradually the Shanghai populace attitude on the matter but I have been very satisfied, I think without the help of the media it is probably not so satisfactory results, all the staff so I thank the auto world again, wish the auto world show better and better.

   Moderator: see this mail I was very excited, and I thank you again for Shanghai Volkswagen 4S shop for our program and related support, thank you hold a sincere attitude to solve this matter, finally get your user's understanding and recognition, thank you.

2: Chrysler complaints feedback 300C smooth solution

   In September 20th, Mr. Lee made a complaint to the company that they buy a Mercedes Benz Beijing Chrysler 300C at the beginning of this year, driving the thirty thousand kilometers, running process exhaust pipe has abnormal noise, abnormal sound of running 1500 turn the front of the car will be buzzing, along with the increase of the number of kilometers of abnormal sound is more and more big, after the call Chrysler after sale service center telephone is not a good solution to attitude, Mr. Li often listen to our program, know the car noise problem is not good, but I hope Chrysler company can get a very positive attitude, Chrysler after receiving our forwarding complaints, two times sent mail, the incident processing and we actively communication. In October 8th the company said Chrysler problem has been solved. The reply is said:

   Dear Beijing traffic radio car world car lakes column group Hello, thank you very much for your time and we communicate in learning a user response to the problem, so that we can quickly complete and detailed understanding of the user in the use of the product process encountered problems, we obtain user item in your problems, promptly with the relevant departments at the same time associated with each technology department staff to deal specifically with the group, to conduct a comprehensive treatment to the product failure, at present already on the owners of the question of the preliminary solution, after eleven also will conduct a comprehensive inspection of the owners of vehicles, thank you again for your great kindness to Beijing Benz Daimler Chrysler company.

   Moderator: We eleven later received Beijing Benz Daimler Chrysler sent an email to our. 　

In October 8th, after sale service personnel and users of this morning's BBDC to Huabei Qimao consultation to check the user vehicle, after processing the abnormal sound has been eliminated, the user of the processing result is satisfied, please, thank! Beijing Benz Daimler Chrysler Co. ltd..

   Moderator: we see in the process of such an event the whole, I would like to ask two express your feelings and opinions, we see Beijing Daimler to two reply to our very carefully, very carefully, and step by step is according to his promise, my days give you a maintenance vehicle, all done, from my point of view I was very moved, don't know two what?

   Guest: before here said crisis services, from these two cases, I really felt factory sincerity crisis service.

  Moderator: single heroes?

   Guest: upon the receipt of this matter, the key to see manufacturers have such an intention, for they are so big system, this thing is to do or not to do, to do no problem for them, if not is to refuse.

  Moderator: if our listeners and user satisfaction, I think that we can hear the best results.

Case: six horses to do maintenance road accidentThe compensation scheme is difficult

   Next we want to focus on a case. First tell you we received the complaint case, because this thing is locked, so we are not easy to quote this 4S store name and the name of the user, we can say the woman bought a horse's top 2.3 preparation of car, in September 7th four wheel alignment in a 4S shop maintenance, three o'clock in the afternoon 4S shop told her out test when the unfortunate event of an accident, collided with a car, the traffic police to determine responsibility 4S shop, this is a detail, crashed right front headlight, post rotation are bad, put one leg scratched, 4S shop said no problem, as long as a few days can have the car repaired, the owner said that according to the depreciation of fixed assets price change to buy a new car, 4S store does not agree, said repaired after you lose five thousand, the owners do not agree, the stalemate, the car is placed in the 4S store, the manufacturers and shops did not take the initiative to contact him. After we received complaints immediately contacted manufacturers and 4S shop, 4S shop for our reply say so.

    Because of our service shop fault caused a loss to the owners of the gentleman, also give your program work to increase a lot of trouble, then to your program as well as the owners expressed sincere regret, the owners in 07 years in September 7th driving license number Beijing a Mazda 6, to a 4S shop inspection, after win customers agree with us as he did four wheel positioning, in the process to finish four wheel alignment after the test, the test driver collided with a car parked on the roadside, leading to the front of damaged, after the accident service shop notice the first time customers rushed to the scene, in the subsequent discussion, put forward service shop, vehicle repair period according to the same car rental price, every day to the responsibility of the customer 650 dollars car rental costs, and as soon as possible after the customer vehicle repair and give the customer five thousand dollars compensation, the customer does not agree, request the service shop to 180000 of the price of the car back, his mention of a new Mazda 6 sedan, and bear the vehicle purchase tax the relevant expenses by service shop, service shop according to the second-hand car market situation in the initial evaluation of the accident occurred before the car's 150000, customers now Asked the service shop to 180000 price back and assume the new car purchase tax both sides related differences negotiations impasse. Service shop again in September 14th about them to the shop after the whole process is very unhappy, after we received your column complaints, FAW Mazda auto sale Limited company of considerable importance, is currently actively coordinate and solve, if both sides cannot reach an agreement, the manufacturers hope that through the authority of the third party in the legal premise be perfectly logical and reasonable under the deal, the FAW Mazda Automobile Sales Co., ltd..

   Moderator: we speak again and this event, I believe that our audience friends will have many ideas and opinions on this event, we are waiting for your message at the same time, please ask two experts to comment about your views, South Chen say first?
Guest: I noticed they reply, because the quality is not serving the customer complaints is not a product, but involves compensation repair in the accident, I have a question about this, 4S shop to test drive a part is not in service, I think, should be a part of the software of visual for the service, if it is stereotyped as is a kind of service, then the 4S store should bear the responsibility of traffic accidents, specific to the rights of the process both offer me is the technical details, we need to fix the nature of the event, he should not be a simple traffic accident compensation, a terminal is extended from the 4S store after sale service field.

   Moderator: single. How do you see this thing, like you in the repair process you shop also need to give people try, ever encountered such a situation, or how to avoid?

   Guest: A, we test process will indeed hit a car, but any repair plant had bigger more, occurrence, which is based on the ratio of go, but this point any traffic accident even occur, but is not to say that what happened is deserved, but the same manufacturers, each factory to different manufacturers such as daily repair one hundred second car accident probability, but is not the same, with the management level and test levels are different, our shop is relatively small, we in this happened three times, is the commissioning process crash, but the problem is not very big, but after all is accident, as long as the accident involved with the responsibility of the customer, the problem is not the law is very clear.

   Moderator: all the data of the traffic police have been determined to provide us with full 4S shop responsible. There is now a consensus premise, firstly the 4S store has agreed to give him the same car rental prices every day to give him to take 650 yuan car rental costs, give him 5000 dollars in compensation, do you think?

   Guest: if I is 6 horse owners I feel low, because there is a spiritual loss problems, such as the car into the store when I was a small four wheel positioning problem, but when you shop for a traffic accident lead to repair, to do the headlights of sheet metal work, and originally should not assume, if I take it as a second-hand car, second-hand car value might be affected. May now froze in the amount of, so I think both sides should consider for each other, do consumers mentioned car that depreciation is a bit high, five thousand dollars and to feel a little low, itself both has the sincerity to sit down and talk should be able to talk together.

Host: but South Chen we now discuss here high or low or no one standard, or no one can learn things, for example, I want to ask the complaint, he must also feel the grievance, why I want this car, gave me into this, but for the 4S store he felt had done enough, so this case does have a scientific solution? I want to ask Fang, if it appears in your shop?
Guests: we have, this is a standard, not the standard, this standard is difficult to clear out.
Host: is your ring?
Guest: can be estimated, for example the spirit of the loss of the South Chen teacher said, the spirit of the loss is not the same, why can not be measured, because there is no standard, such as the South Chen is very rich, hundreds of thousands of car for you loss of just a little, I'm a pauper, the great blow to me, for the less I definitely do not do. This is not a commitment, the commitment is to service the expense.

Host: when processing your store similar disputes finally able to get a satisfactory solution?
Guest: satisfactory solution is to rely on the sincere, not to say that in order to pay less, as far as possible so that customer satisfaction, customer satisfaction but this actually some things need to know the material, if you what all don't know, just do this is not much of a victim of an aggrieved mood may can not solve, if this problem is open, the problem of money very good talk.
Moderator: well we listened to this expert comments we see SMS platform we also especially lively, everybody have what good.
2499: the parties are not satisfied with, why not tell the court, let the court ruled that it is properly.
Moderator: this case, South morning do you think the court?
Guest: the court must accept, I can give you a basic experience, if this thing on the court not to the 4S store now to his compensation.

Moderator: even this number is not get?

Guest: sure.

Guest: not necessarily, to see him looking for a lawyer, there are various factors.
5030: why not add a test run risks to 4S shop, if the establishment of such a product is not any problem can be solved? Ain't nobody tube or give a proposal?
Guest: yes.
Moderator: take insurance not finished?
Guest: itself can get insurance, insurance customers did not dare, because the insurance compensation is required, these are not similar mental compensation.
Guest: say or to divide it in a service category, in order to avoid future probability happen, manufacturers should make some constraints to the strict 4S shop training and service quality. And around the back said, since you have cause now, it anyway, your service quality is defective, the compensation service perspective it should take some to reassure consumers, concrete should be rational, have certain operation standard, standard, not just think of a number, must be calculated one thing according to trap into the material, which could be a possibility for both sides to achieve results.

   6528: according to the identified owners responsibility should have the right to get compensation, but five thousand yuan compensation significantly less, but the owner of the depreciation of the proposal and present auto market there is a big difference, I think the 4S store should improve about compensation, prolong the maintenance times, improve the warranty period, and then provide the spirit of the loss of certain the method is relatively good.

5256: This is a completely interests contest, each let step, I think the customer demand is too high, and the 4S store must bring damages enough, or it is endless, the best solution, if no coordination, the court more time I think completely unnecessary waste of energy.

6528: I have a good idea, the owner of this 4S store in the future to enjoy 6 or 50 percent off discount, so as to appease the owners and improve the return rate, cultivate a loyal Mazda user, what is there against it.

Moderator: we will leave today show listener friends give us these messages, on one hand, we will give the audience, on one hand we will all give FAW Mazda, both sides can see people's views on the matter, plus view guest on the show, we look forward to this thing to be able to have a final the two sides are satisfied with the approval of such a result, the end result is what we please pay close attention to a few car arena. Thank you very much thanks to our heroes and our single warrior. If you want to see our program can be Sohu, Sina blog landing program can see our car lakes again.