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The Mercedes-Benz customer who turned a complaint about the treatment of an oil leak in her brand new CLS 300 by a dealer into a viral video on social networks that received 200 million visits has reached an agreement with the showroom to resolve his complaint.
The woman, nicknamed Wang, took her 660,000 yuan (98,690 USD) car from Xian Lizhixing Auto, based in Shaanxi, late last month. Before having traveled a kilometer, she said in the video filmed weeks later while she was frustrated and crying in a Mercedes showroom, a leak warning of #################################################################################### 39, oil appeared.
On Tuesday, Xian Lizhixing Auto agreed to provide a replacement car and pay back 15,000 yuan that she billed him for the financial service fee of the loan that she contracted to buy her CLS 300, reported Thepaper.cn.
Mercedes-Benz representatives attended the signing of the agreement and invited Wang to visit the company's production site in Germany.
He also stated that he suspended the showroom's license.
"We are launching a compliance investigation on the dealership," said Mercedes. "Before the conclusion, we decided to suspend the showroom.
"If it turns out that a dealer's practice violates regulations or compliance rules, we will terminate his showroom license."
Mercedes-Benz China apologizes to a customer who organized a protest to protest the leakage of oil from a new car
After his video provoked a storm on the Internet, market regulators in Xian, capital of Shaanxi Province, opened an investigation. Daily People reported.
The tax authorities said they were checking Lizhixing Auto's business, while the China Banking and Insurance Regulatory Commission had asked its Beijing branch to investigate whether China's financial dealings with Mercedes-Benz had charged service fees to its dealers, the Xinhua News Agency reported.
In his video, Wang claims that Lizhixing Auto has changed position on his complaint several times, from a promise of a new car to a refund offer, and finally to an offer of a new engine.
She stated that the dealer had persuaded her to take out a loan to buy the car, which involved a financial service charge.
When she complained, said Wang, she asked to speak to senior management, but sales staff did not provide the information.
After the failure of the authorities' attempts of involvement, Ms. Wang said that she had no choice but to use social media to make herself heard. In the video filmed on April 9, she sat on the hood of a car and shouted to staff and other customers about the way she was treated.
On Saturday, she met with the general manager of the exhibition hall, who was not named in the media, in the presence of market supervisors. Negotiations failed because Ms. Wang said the dealership was arrogant and lacking in sincerity, a report from Zhejiang TV reported.
In the agreement, Wang also saw him offer an individual VIP service for a decade and a late birthday celebration. She turned 30 on Saturday.
"I think everyone, whether it's a big company or a private individual, has the right to dialogue on an equal footing," he said. Wang at Thepaper.cn.
"In the past, they did not treat me equally. Maybe they thought they were a big company and I'm nobody, "she said. "Now, I get so much attention from the net surfers. This result is probably not what I expected, but I am satisfied with it. "
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