At the recent March 15th meeting of 2018, the Volkswagen Import Touareg was named after the engine stall due to engine water failure. Volkswagen (China) Sales Co., Ltd. ("Volkswagen China") issued an apology on the evening of March 15th, saying that it will open a "exclusive channel" to provide one-to-one efficient communication.
However, the owner is not satisfied with the recall plan of Volkswagen China. The Beijing News reporter called the newly opened "exclusive channel hotline", and its response to the Volkswagen China after-sales service phone is not much different, and it does not provide substantial help to the owner.
Consumers are dissatisfied with the recall plan
According to CCTV reports, the owners of Fujian Ningde, Dongguan, Shanghai and other places reflected that during the process of using Volkswagen to import Touareg vehicles, the engine of the vehicle will suddenly turn off, and the time when the problem vehicle detects a sudden flameout is concentrated in June-September.
The Beijing News reporter found in a car complaint website that since 2016, there has been a complaint that the Volkswagen Touareg engine suddenly stalled and caused a rear-end collision. Beginning in July 2017, complaints about engine water ingress began to emerge. In addition, in the rainy season from June to September 2017, the National Defective Product Recall Integrated Management Information Platform, the Touareg's intake system has nearly 300 complaints.
In the case of the AQSIQ implementation of the defect investigation, on March 7 this year, Volkswagen China filed a recall plan with the AQSIQ and decided to recall part of the imported Touareg produced in 2014-2017 from April 30, 2018. The total number of vehicles is about 33,000. The reason for the recall is that the drain valve at the bottom of the engine intake pipe is blocked by foreign matter, causing water to flow from the headlight gap into the exhaust pipe. When the engine starts or accelerates, water may be sucked into the engine and cause engine damage. In turn, there is a safety hazard. The solution is to remove the unnecessary drain valve from the intake line and install a baffle at the inlet.
However, the recall plan given by Volkswagen China does not satisfy the owners. The owner believes that removing the drain valve of the intake line will affect the vehicle's wading performance. Some owners think that if they remove, the car does not dare to cross-country and dare to wading, which means losing the meaning of buying this car. Volkswagen China headquarters after-sales service response vehicle owner said that the solution is a global solution given by the German headquarters, Touareg car intake is not a design flaw, SUV large off-road vehicle design is considered that the engine can be a small amount of water .
The exclusive hotline reply is consistent with the recall announcement
After being named, Volkswagen China issued an apology statement saying that in addition to the recall plan, the exclusive channel hotline 400-160-6660 will be opened from the same day, and professional after-sales service personnel will provide one-to-one efficient communication for the owners.
On March 16th, the Beijing News reporter called the official hotline of the public service and the exclusive channel hotline as the owner. It was found that the exclusive channel hotline provided by Volkswagen China could not provide substantial help. The information given by the operator and the recall notice Consistent, there is no information that is different from the after-sales service hotline.
When the reporter suggested that the removal of the drain valve may result in damage to the off-road performance of the vehicle, the operator's reply is: "A small amount of water entering the vehicle will not affect the wading performance." As for whether the compensation can be obtained, the operator said that it has not received Related notices.
Volkswagen imported car quality problems frequently
According to the information displayed by Volkswagen China's official website, there are currently 23 models of Volkswagen imported cars, including 6 compact cars, 2 travel cars, 4 sports cars, 1 new energy car, 3 MPVs and 2 medium-sized cars. 1, a high-end car and two business models. According to the 2017 annual sales data released by Volkswagen Group (China), the annual delivery volume of Volkswagen imported models is 189,000.
Although Volkswagen imported cars sold less than 200,000 vehicles in China in the whole year, quality problems have appeared frequently in recent years. The Beijing News reporter found that in April 2016, the Volkswagen imported Touareg series cars also had a large-scale recall. The total recall was about 103,000. The reason for the recall was that the circlip on the brake pedal hinge might be loose. The pedal is deviated from the working track, and continued use of the vehicle may cause the pedal shaft to break, causing a safety accident. The recall is to check the circlip on the vehicle's pedal bearing and make sure it is correct and install a new circlip for the vehicle if necessary.
In addition, in 2016, Volkswagen (China) Sales Co., Ltd. launched a large-scale recall under the warning of the General Administration of Quality Supervision, Inspection and Quarantine. In January 2016, Volkswagen (China) Sales Co., Ltd. announced that the recalled models include a total of 78,000 vehicles including Golf R, Magotan Travel Car and Volkswagen CC. The reason for the recall is that the foreign object may enter the steering column switch electronic module, causing the horn to fail, and the airbag cannot be deployed normally. The solution is to install the outer cover seal ring and replace the parts.
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