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VIDEO: Customer’s complaint leads to franchise suspension in China

Time 11:36 am, April 17, 2019

DAIMLER has suspended the sales franchise of a Chinese Mercedes-Benz dealership after a video of a customer complaining about the business went viral on social media.

The woman can be seen sitting on the bonnet of a car in a dealership in Xi’an city in the north-western province of Shaanxi. Surrounded by what appear to be members of staff, she is expressing her displeasure in no uncertain terms.

She is apparently unhappy with the fact that a car she bought from the business is leaking oil and that she allegedly suffered poor service in her attempts to get staff to resolve the issue.


According to a report on the Reuters website, she also says she had forked out for a ‘financial services’ fee of 15,000 yuan (£1,700) which has apparently led to an investigation being launched by China’s banking and insurance regulator.

In a statement issued yesterday, Daimler, Mercedes Benz’s parent company, said that the dealership had reached an agreement with the customer and was investigating its customer services and business operations.

The franchise has been suspended in the meantime.

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Dave Brown's avatar

Dave, production editor on Car Dealer Magazine, is a journalist with more than 30 years' experience in the worlds of newspapers, magazines and public relations.

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