The front of the car was unrecognizable, with some parts scattered in front of it.
■ The owner claims the 4S store did not notify them in time.
■ The 4S store claims it does not meet the conditions for a return.
The car owner used their life savings to buy a Buick sedan. Unexpectedly, after owning the car for only half a year, the cooling system developed problems. Even more unexpectedly, when the car was sent to the 4S store for repairs, it exploded, and after the explosion, they did not receive timely notification from the 4S store.
It wasn't until the vehicle's built-in satellite positioning system informed the owner that there was an issue with the car that the owner learned about the "tragedy" that had befallen their beloved car. As a result, a legal battle over the car ensued... The owner's request to return the car was rejected, and the 4S store claimed that the car did not meet the conditions for a return.
Incident ——
The car owner, Feng Shihua, explained that he had always wanted to buy a car. At the beginning of this year, he visited several car sales 4S stores in Chaohu, finally settling on the Buick car series. On January 17, he spent 250,000 yuan to purchase a Buick LaCrosse sedan. From buying the car to getting it on the road, it cost him around 300,000 yuan in total. What he didn't expect was that the car would develop problems after only half a year of use.
On the afternoon of July 26, the car's air conditioning suddenly stopped cooling. On the morning of July 28, Feng Shihua took the car to the 4S store for repairs and handed over the car keys to the 4S store staff.
At 8:50 AM on July 29, Feng Shihua suddenly received a call. A woman on the phone claimed to be a customer service representative for the car navigation system, asking if his car had been involved in a collision. Feng Shihua was confused and told her that his car was currently at the 4S store for repairs. After some back-and-forth, he understood what the woman meant. It turns out that all cars in the Buick series are equipped with a car navigation system, which detected an issue with his car through satellite positioning.
Questioning ——
Feng Shihua stated that he had not received any notification from the 4S store regarding any issues with the car. After receiving the call from the lady, Feng Shihua immediately called the 4S store to inquire whether the situation reported by the satellite navigation system was true.
A woman answered the phone and hung up, claiming poor signal. Feng Shihua called the 4S store again, and this time a man answered. His responses were vague, and even after hanging up, the man did not clearly inform Feng Shihua of the specific situation.
Not long after, Feng Shihua received a call from the 4S store, informing him that something had happened to his car. When he asked what had happened, the staff replied that it was an "explosion."
On August 3, reporters rushed to the scene at this 4S store —— Shanghai General Motors Authorized Buick Sales Service Center (Chaohu Huifeng Auto Service Co., Ltd., also known as the Chaohu Buick 4S Store). The "explosion site" was still preserved. A light sulfur gold Buick sedan was parked across the passage leading from the 4S store to Chaoning Road. The hood of the car was open, and the front of the car was unrecognizable. The front bumper and several car parts were scattered in front of the car.
"If it weren't for the satellite positioning system telling me there was an issue, the 4S store repair personnel might have 'quickly' restored the car and returned it to me, leaving me completely in the dark," Feng Shihua said angrily upon seeing the damage to his beloved car.
Car Owner ——
According to Feng Shihua, after the incident, he negotiated with the 4S store three times, but each time ended without resolution. During the first negotiation, the 4S store agreed to handle the matter through mediation, reporting the situation upward and promising to give him a satisfactory response. After two rounds of negotiations, the owner requested a return of the car, but the 4S store only agreed to repair it.
On August 3, Feng Shihua firmly demanded that the 4S store return the car, stating that even if the car was repaired, he would no longer feel safe. If the explosion had occurred while driving, the consequences would have been unimaginable.
Despite Feng Shihua's "strong demands," the 4S store insisted on repairing the car and refused to return it.
On August 4, Feng Shihua said that he was negotiating with the 4S store while preparing to file a complaint with the Consumer Association. If necessary, he would resolve the matter through legal channels.
4S Store ——
On August 3, Li Yunlin, the station chief of the Chaohu Huifeng Auto Service Co., Ltd.'s automobile repair service station, said that on July 28, when Feng Shihua drove to the 4S store for repairs, he participated in a free package promotion hosted by the manufacturer. After completing the package, Feng Shihua asked the 4S store to repaint the fender of his car. Later, he mentioned that the air conditioning was not cooling and requested that the air conditioning be repaired, leaving the car at the 4S store.
According to Li Yunlin, the next day, when their staff moved the car, the high-pressure pipe of the condenser suddenly burst. They were just about to contact the car owner when the owner himself called to inquire.
When repeatedly questioned about the cause of the explosion, Li Yunlin speculated that the air conditioning in the car might not have been turned off when the owner handed over the car, possibly causing the high-pressure pipe to rupture due to excessive temperature.
Li Yunlin said that after the incident, both parties engaged in several rounds of negotiations. The 4S store expressed its commitment to ensuring quality repairs and providing appropriate compensation to the car owner, but the owner refused and insisted on returning the car. When the 4S store's vehicle inspection personnel prepared to conduct a vehicle inspection, the owner removed the key and refused the inspection, insisting on returning the car.
The company's executive vice president, Cai Hongwu, said that whether according to the "Consumer Rights Protection Law" or the "Product Quality Law," the car owner does not meet the conditions for returning the car. The prerequisite for returning the car is that it must have undergone two repairs and still not been fixed.
Reported by our journalist Li Yuanbo with text and photos.
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