After five months of fighting for their rights, the customer received a new car.
A customer in Quang Ninh, who bought a Mitsubishi Triton pickup truck for over 600 million VND just over two months ago, experienced an engine malfunction. After fighting for over five months to claim his rights, the manufacturer finally agreed to replace the vehicle with a new one.
This unprecedented and rare case involving a car user in Vietnam was shared yesterday (March 13th) on the personal page of customer Nguyen Cong Luan (Dong Trieu, Quang Ninh).
According to Mr. Luan, he purchased a Mitsubishi Triton, single-drive, automatic transmission, from a dealership in Hanoi on August 22, 2017. After more than two months and over 3,000 km of use, the vehicle experienced oil leaks and engine stalling while driving.
The customer called the dealership for roadside assistance, inspection, and a conclusion was reached regarding the vehicle.The car had an oil leak and a broken balance shaft. The dealership offered to replace the damaged parts, but the customer refused and demanded that the manufacturer replace the entire engine in the faulty vehicle.
Two months later, the Japanese car manufacturer fulfilled customer Nguyen Cong Luan's request for a new engine for his faulty vehicle. However, during subsequent use, the car again experienced fuel line leaks, unusual engine noises, and black smoke.
After two repairs and a complete engine replacement, but the problem persisted, customer Nguyen Cong Luan demanded that the dealership and Mitsubishi Vietnam replace his faulty vehicle with a new one.
Due to the Lunar New Year holiday, the new batch of vehicles could not yet arrive in Vietnam. Customers requested that the company exchange their vehicles for similar ones they already had in stock, and this request was accepted by Mitsubishi Vietnam on the afternoon of March 13th.
During the conversation, customer Nguyen Cong Luan said: "I've had to travel from Quang Ninh to Hanoi many times. At the dealership, everyone from the General Director to the staff, even the cleaning lady, knows me. Honestly, I've lost sleep and wasted so much time dealing with this Mitsubishi Triton. However, the fact that the company replaced the car for me is somewhat comforting," Mr. Luan shared.
Mr. Vo Thanh Tai, Head of Communications and Sales at Mitsubishi Motors Vietnam, said that on the afternoon of March 13, the customer service department reported that they had exchanged the vehicle for customer Nguyen Cong Luan.
"In this case, it's not the customer's fault, so the company must resolve the issue and take responsibility," Mr. Tai stated.
With a customer in Quang Ninh receiving a replacement vehicle for their faulty engine, this is considered a rare occurrence for car owners in Vietnam.
