Ni Kuang said that Mercedes-Benz has 360-3.7 million customers in China. This incident is an accidental incident, which does not mean that Mercedes-Benz has a wide range of problems.From an emotional point of view, both dealers and manufacturers should learn from this lesson.
"If I am a customer, I have such a problem, and I am definitely not just replacing the engine."
Ni Kuang said thatTo treat customers, we should not only understand them from a legal point of view, but also understand customers from the perspective of emotional appeals.
On April 15th, Xi'an Benz rights defending female car owner said that she refused to accept the refund before she investigated it clearly. "The biggest problem for 4S shop is to avoid heavy weight and avoid the problem. If Xi'an Lixing 4S shop wants a refund, it also has a reason. I am legally and reasonably defending my rights, not by accident."
On the 14th, Xi’an Benz’s family members said in an interview that the Industry and Commerce Bureau responded with results within two to three days. At present, Mercedes-Benz is eager to return the money to them, but they do not accept it. If the identification result is improper use, they will pay for it themselves; if it is detected that the car is a problem car before leaving the factory, the 4S shop will be compensated for three times according to the national regulations.