The two problems reflected by consumers in this edition may not be a big problem, but the manufacturer’s attitude and practices are difficult for consumers to accept. An excellent brand is not only reflected in the product quality itself, but also in the after-sales service of products and the manufacturer’s attitude towards consumers in case of problems. As two well-known brands with certain influence in the market, I hope the manufacturer can actively deal with and respond to the doubts of consumers of engine failure.
Recently, Mr. Bian, a consumer in Jurong City, reported to this newspaper that he bought a 10 ton Jiefang Truck at the FAW Jiefang Truck franchise store in Danyang on September 1, mainly for grain transportation. On October 13, the driver found that the engine of the car made abnormal noise on the way, and the noise became louder and louder from the beginning. Mr. Bian questioned the quality of the new car.
“I run a grain station. The reason why I chose to buy FAW Jiefang Truck at the beginning was that I took a fancy to this first brand of trucks in China. I didn’t expect that the engine of the vehicle had serious problems after buying the car for more than a month.” Mr. Bian said that the FAW Jiefang Truck had only traveled 7500km and was still in the running in period. When the driver found that there was a “cylinder knocking sound” inside the engine, he immediately contacted the Nanjing Jiangning service station authorized by the Wuxi Diesel Engine Factory of FAW Jiefang Automobile Co., Ltd. and the maintenance personnel rushed to the scene and asked to disassemble the engine for inspection. However, Mr. Bian believes that the engine is the core component of the vehicle, not to mention a new car. It should not be disassembled without the permission of the manufacturer.
Wang webmaster of the service station said that in order to understand the specific faults of the vehicle, relevant tests must be carried out. If there is a problem with the engine block, he will call the manufacturer to explain the situation. If the consumer does not agree with the test, the maintenance station cannot carry out the next procedure. “Jiefang Truck is an old brand after all, and its quality and reputation have been good. However, if it is determined that it is a quality problem, the manufacturer will repair or replace parts for customers free of charge.” Stationmaster Wang also stressed that according to the regulations, the manufacturer implements “Three Guarantees” for vulnerable parts during the warranty period, and the engine has metal “knocking sound”. If it is a human use factor, the manufacturer will not settle the claim, but if it is a product quality problem, the engine can be replaced free of charge.
Yesterday, Mr. Bian said that he took the initiative to contact the Nanjing base of Wuxi Diesel Engine Factory. Manager Shi, the person in charge, said that he had fed back the situation to the manufacturer and contacted Nanjing Tianji automobile maintenance station to test its vehicles. Station master Cao of the maintenance station said that the abnormal noise of the engine was caused by the loose piston rod in the engine, which caused the crankshaft to burn and the piston to pull the cylinder, The specific test report shall be issued after reporting to the manufacturer.
“I can’t understand that the engine of the new car should be overhauled. The quality of Jiefang Truck is really disappointing. I ask for a new engine.” Mr. Bian told reporters that the new car he bought with more than 100000 yuan had such problems in just one month, which not only inconvenienced the transportation of grain stations, but also questioned the product quality of FAW liberation. Chen Gong, an auto repair expert, said that “cylinder knocking” or even “cylinder pulling” will usually occur due to poor performance of the piston or improper selection of the gap between the piston and the cylinder wall, while crankshaft fracture is a serious mechanical failure of the engine. The specific situation should be determined according to the actual situation of the vehicle.
Industry insiders believe that cars are high-value goods, and consumers have high requirements for after-sales service. For vehicle failures, especially new cars still in the running in period, if manufacturers fail to give consumers satisfactory solutions, it is easy to have consumer disputes. Therefore, Jiefang Truck, as the leader of the domestic truck market, should abide by the goal of “one liberation and one service” and maintain the good reputation of consumers with high-quality and humanized services.
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