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特斯拉车主维权事件:市场监管总局介入,中消协回应

中国日报网 2021-04-22 11:27

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4月19日,在上海车展特斯拉展位现场,一名女子身穿“刹车失灵”字样T恤站在车顶喊话引发关注。

 

上海市公安局青浦分局4月20日发布通报,

Two women "caused chaos" at the trade fair on Monday when they arrived at the Tesla display "to express their dissatisfaction due to a consumer dispute." One was detained for 5 days for "disrupting public order" while the other received a warning, police said.
4月19日,两名当事人因与特斯拉公司有消费纠纷,于当日到车展现场表达不满。最终一人因扰乱公共秩序被处以行政拘留五日,另一人因扰乱公共秩序被处以行政警告。


事件发生后,特斯拉官方微博发文称,该车主此前曾因超速违章发生碰撞事故(crash caused by speeding violation),而后以产品质量为由坚持要求退车。此后特斯拉通过官方微博进一步回应称,如果是特斯拉产品的问题,特斯拉一定坚决负责到底。同时需要说明的是:对不合理诉求不妥协(no compromise on unreasonable demands)。


特斯拉的强硬表态引起舆论的不满。新华社发表评论称,

If a car company could not guarantee a safe driving experience and even speculates about a consumer's motivation, its brand image could be tarnished in the end.
如果车企不能提供质量过硬的产品和良好的售后服务,不能保障消费者安全行驶,甚至恶意猜测维权者的动机,可能会砸了自己的招牌。


4月20日深夜,特斯拉官方微博发布长文,就未能及时解决车主的问题深表歉意。声明表示,

"Tesla respects and firmly obeys all decisions of related departments, respects customers, obeys the law and rules, and will firmly and actively coordinate with related department on the investigation," the statement read.
公司将尊重并坚定服从政府各相关部门的决定,尊重消费者,遵守法律法规,坚决坚定地积极配合政府各相关部门的所有调查。


"We have formed a task force to solve this matter, address the claims by our customers in line with the law, and achieve an outcome that pleases the customers."
我们已成立专门处理小组,专事专办,努力在合规合法的情况下,尽全力满足车主诉求,争取让车主满意。

 

中央纪委国家监委网站对此发表评论称,

The electric vehicle maker's latest public statement had finally "showed some form of sincerity and humility".
相比于之前的几次表态,特斯拉终于有了一些诚恳谦和的样子。


"China welcomes companies to come and invest, but we treat all companies equally. They must abide by Chinese laws and regulations, market rules and respect consumer rights," the commentary said.
中国市场欢迎企业前来投资发展,但对所有企业都一视同仁:必须遵守中国法律法规、市场规则、尊重消费者权益。


"Individuals should not take extreme measures, and enterprises should not be arrogant and unreasonable," the commentary said.
个人不能采取极端方式,企业也不能傲慢不讲理。

 

4月21日晚,国家市场监管总局、中国消费者协会接连对此事作出最新回应。

国家市场监管总局表示,

It attaches great importance to the incident and has instructed the related market supervision departments to protect the legitimate rights and interests of consumers in accordance with the law.
市场监管总局高度重视此次车主维权事件,已责成相关市场监督管理部门依法维护消费者合法权益。

 

中消协回应:尊重消费者是企业经营的首要前提

Respect for consumers should be a top priority in business operations. In the face of consumer complaints, enterprises should listen carefully, negotiate sincerely, and give consumers reasonable explanations and sound solutions.
企业经营的首要前提是尊重消费者。面对消费者的投诉,企业要认真倾听,真诚协商,给消费者合理的解释和有效解决方案。


Automakers should make use of professional knowledge to strictly conduct self-inspection since they have relevant data, and technical advantages should not become obstacles to solve problems. Enterprises should be legally accountable for product quality and take effective measures to protect the safety of consumers. Enterprises are obliged to produce evidence to prove product safety, take measures to improve the quality of products and services, and meet demands of consumers with sincerity.
作为汽车生产者,企业掌握相关数据,应当利用专业知识严格自查,技术优势不应成为解决问题的阻碍。企业应当依法落实产品质量责任,采取有力措施保护消费者安全权益。企业有义务拿出证据证明产品安全、拿出措施提升产品和服务质量、拿出诚意解决涉及到的消费者诉求。

 


【相关词汇】

消费者合法权益 legal rights and interests of consumers

市场秩序 market order

质量缺陷 quality defects

第三方检验检测 third-party inspection and test

“三包服务”(修理、更换及退货) warranty services of repair, replacement and refund

4S(销售、零配件、售后服务、信息反馈) sale、spare part、service and survey


参考来源:CGTN、中国日报、新华网

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