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新闻分析:投诉相同为何厂家回应不同?

来源: 南方日报网络版     时间: 2019年08月20日 07:39:26
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(  新)(华)(网)(北)(京)(8月)(17日)(电)((记)(者)(南)(辰)()针)(对)(近)(期)(消)(费)(者)(反)(映)(较)(多)(的)(一)(汽)(大)(众)(新)(速)(腾)(后)(轴)(纵)(臂)(断)(裂)(问)(题)(,国)(家)(质)(检)(总)(局)(执)(法)(督)(查)(司)(已)(于)(近)(日)(正)(式)(启)(动)(对)(新)(速)(腾)(的)(缺)(陷)(调)(查)(,已)(组)(织)(缺)(陷)(产)(品)(管)(理)(中)(心)(进)(行)(跟)(踪)(监)(测)(,对)(消)(费)(者)(提)(交)(的)(投)(诉)(信)(息)(进)(行)(技)(术)(分)(析)(,组)(织)(专)(家)(对)(相)(关)(故)(障)(车)(辆)(进)(行)(了)(调)(查)(核)(实)(,并)(已)(约)(谈)(一)(汽)(大)(众)(公)(司)(,要)(求)(一)(汽)(大)(众)(公)(司)(尽)(快)(解)(决)(消)(费)(者)(反)(映)(的)(质)(量)(问)(题)(,积)(极)(配)(合)(缺)(陷)(调)(查)(,切)(实)(保)(护)(消)(费)(者)(人)(身)(财)(产)(安)(全)(。  由)(此)(可)(见)(,部)(分)(新)(速)(腾)(消)(费)(者)(向)(质)(量)(监)(督)(部)(门)(投)(诉)(的)(信)(息)(得)(到)(了)(重)(视)(,并)(引)(发)(质)(检)(总)(局)(相)(关)(部)(门)(启)(动)(缺)(陷)(调)(查)(。在)(质)(检)(总)(局)(发)(布)(启)(动)(缺)(陷)(调)(查)(消)(息)(后)(不)(久)(,一)(汽)(大)(众)(公)(司)(立)(刻)(正)(式)(回)(应)(:“对)(此)(我)(们)(十)(分)(重)(视)(。我)(们)(将)(全)(力)(配)(合)(国)(家)(质)(检)(总)(局)(此)(次)(调)(查)(。”  奇)(怪)(的)(是)(,在)(质)(检)(总)(局)(宣)(布)(启)(动)(针)(对)(速)(腾)(的)(缺)(陷)(调)(查)(之)(前)(,一)(汽)(大)(众)(还)(发)(布)(过)(一)(份)(强)(硬)(的)(官)(方)(声)(明)(,称)(根)(据)(最)(新)(诊)(断)(报)(告)(显)(示)(,速)(腾)(的)(后)(悬)(架)(问)(题)(属)(于)(极)(个)(别)(案)(例)(,并)(非)(设)(计)(和)(制)(造)(过)(程)(中)(出)(现)(的)(批)(量)(问)(题)(,请)(广)(大)(消)(费)(者)(放)(心)(。一)(汽)(大)(众)(将)(严)(格)(按)(照)(国)(家)(汽)(车)(三)(包)(的)(相)(关)(规)(定)(来)(保)(证)(用)(户)(的)(权)(益)(。  看)(来)(,是)(不)(是)(“极)(个)(别)(案)(例)(”,到)(底)(是)(应)(按)(照)(汽)(车)(三)(包)(还)(是)(汽)(车)(召)(回)(法)(规)(保)(证)(用)(户)(权)(益)(,不)(能)(由)(厂)(家)(一)(方)(说)(了)(算)(,最)(终)(要)(以)(消)(费)(者)(有)(效)(投)(诉)(的)(数)(量)(以)(及)(相)(关)(部)(门)(的)(缺)(陷)(调)(查)(为)(准)(。  其)(实)(大)(多)(数)(情)(况)(下)(,对)(于)(缺)(陷)(汽)(车)(产)(品)(投)(诉)(,厂)(家)(是)(“揣)(着)(明)(白)(装)(糊)(涂)(”,因)(为)(大)(多)(数)(消)(费)(者)(会)(先)(选)(择)(向)(厂)(家)(或)(者)(经)(销)(商)(投)(诉)(。因)(此)(,通)(过)(厂)(家)(的)(信)(息)(搜)(集)(反)(馈)(渠)(道)(,某)(一)(类)(车)(型)(某)(个)(问)(题)(有)(多)(少)(投)(诉)(不)(难)(查)(清)(楚)(。  问)(题)(在)(于)(,消)(费)(者)(打)(厂)(家)(售)(后)(“800”电)(话)(投)(诉)(,得)(到)(的)(待)(遇)(多)(是)(客)(服)(人)(员)(客)(客)(气)(气)(听)(你)(投)(诉)(、拖)(拖)(拉)(拉)(解)(决)(问)(题)(,或)(者)(干)(脆)(不)(给)(你)(解)(决)(问)(题)(。如)(同)(明)(里)(笑)(脸)(相)(迎)(,背)(后)(拿)(出)(的)(却)(是)(滚)(刀)(肉)(嘴)(脸)(,消)(费)(者)(往)(往)(一)(头)(碰)(在)(软)(墙)(上)(。  这)(种)(情)(况)(下)(,向)(各)(级)(消)(协)(组)(织)(、质)(监)(部)(门)(、工)(商)(行)(政)(管)(理)(部)(门)(包)(括)(媒)(体)(投)(诉)(,成)(为)(消)(费)(者)(维)(护)(权)(益)(的)(重)(要)(渠)(道)(。对)(于)(此)(类)(投)(诉)(,厂)(家)(重)(视)(程)(度)(有)(所)(上)(升)(,但)(也)(不)(是)(全)(都)(认)(账)(。  大)(众)(DSG变)(速)(箱)(等)(一)(些)(案)(例)(证)(明)(,不)(到)(“蒙)(不)(过)(去)(”主)(管)(部)(门)(启)(动)(缺)(陷)(调)(查)(、约)(谈)(甚)(至)(反)(复)(约)(谈)(的)(程)(度)(,某)(些)(厂)(家)(的)(“主)(动)(召)(回)(”还)(是)(会)(扭)(扭)(捏)(捏)(、羞)(羞)(答)(答)(。对)(此)(,主)(管)(部)(门)(应)(当)(将)(缺)(陷)(汽)(车)(产)(品)(召)(回)(管)(理)(条)(例)(的)(相)(关)(罚)(则)(用)(好)(、用)(足)(。  例)(如)(,该)(条)(例)(规)(定)(,对)(隐)(瞒)(缺)(陷)(情)(况)(或)(未)(停)(止)(生)(产)(、销)(售)(或)(者)(进)(口)(缺)(陷)(汽)(车)(产)(品)(的)(生)(产)(者)(,由)(产)(品)(质)(量)(监)(督)(部)(门)(责)(令)(改)(正)(,处)(缺)(陷)(汽)(车)(产)(品)(货)(值)(金)(额)(1%以)(上)(10%以)(下)(的)(罚)(款)(;有)(违)(法)(所)(得)(的)(,并)(处)(没)(收)(违)(法)(所)(得)(;情)(节)(严)(重)(的)(,由)(许)(可)(机)(关)(吊)(销)(有)(关)(许)(可)(。  随)(着)(《国)(务)(院)(关)(于)(促)(进)(市)(场)(公)(平)(竞)(争)(维)(护)(市)(场)(正)(常)(秩)(序)(的)(若)(干)(意)(见)(》对)(强)(化)(市)(场)(行)(为)(监)(管)(提)(出)(细)(化)(到)(部)(门)(的)(要)(求)(,逐)(步)(强)(化)(生)(产)(经)(营)(者)(主)(体)(责)(任)(是)(大)(势)(所)(趋)(,对)(缺)(陷)(产)(品)(召)(回)(制)(度)(的)(落)(实)(也)(一)(定)(会)(越)(来)(越)(严)(格)(。希)(望)(汽)(车)(召)(回)(第)(一)(张)(罚)(单)(也)(会)(像)(反)(垄)(断)(第)(一)(张)(罚)(单)(一)(样)(在)(民)(意)(期)(盼)(中)(出)(现)(。  每)(年)(年)(终)(,汽)(车)(业)(界)(各)(种)(大)(奖)(的)(评)(选)(让)(人)(眼)(花)(缭)(乱)(,哪)(个)(厂)(家)(要)(是)(不)(得)(十)(几)(个)(奖)(那)(都)(不)(好)(意)(思)(过)(年)(。但)(这)(奖)(那)(奖)(,不)(如)(消)(费)(者)(的)(口)(碑)(真)(实)(、准)(确)(。如)(果)(真)(设)(置)(一)(个)(对)(待)(消)(费)(者)(投)(诉)(最)(认)(真)(的)(奖)(项)(,估)(计)(也)(会)(是)(个)(无)(人)(有)(资)(格)(获)(奖)(的)(“空)(缺)(奖)(”,而)(这)(正)(是)(中)(国)(汽)(车)(消)(费)(环)(境)(的)(悲)(哀)(。  作)(者)(:南)(辰)(
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