After 5 months of fighting for rights, customers were given new cars.
A Mitsubishi Triton pickup truck worth over 600 million VND, purchased just over 2 months ago, had an engine problem. A customer in Quang Ninh fought for his rights for over 5 months and was accepted by the manufacturer to exchange for a new vehicle.
This rare and unprecedented case for car users in Vietnam was just shared by customer Nguyen Cong Luan (Dong Trieu, Quang Ninh) on his personal page yesterday (March 13).
According to Mr. Luan, he bought a Mitsubishi Triton with single-axle, automatic transmission at a dealership in Hanoi on August 22, 2017. After more than 2 months and more than 3,000 km of use, the car leaked oil and died while driving.
The customer called the dealer to come to the rescue, check and the car was concluded.The car had an oil leak and a broken balance shaft. The dealer offered to replace the damaged part, but the customer refused and demanded a new engine for the faulty car.
Two months later, the Japanese car company complied with Nguyen Cong Luan’s request to replace the engine of the defective car. However, after using the car, the fuel pipe leaked, the engine made an unusual noise and emitted black smoke.
After two repairs and a new engine replacement that did not fix the problem, customer Nguyen Cong Luan requested the dealer and Mitsubishi Vietnam to exchange the faulty vehicle for a new one.
Due to the Lunar New Year holiday, the new batch of cars could not be delivered to Vietnam, so the customer requested the company to exchange the car for a similar one, and the request was accepted by Mitsubishi Vietnam on the afternoon of March 13.
Through the exchange, customer Nguyen Cong Luan said: "I had to go from Quang Ninh to Hanoi many times. At the dealership, from the General Director to the staff, the cleaning lady were all familiar faces. I really lost my appetite, lost sleep and wasted too much time with this Mitsubishi Triton. However, the fact that the company changed the car for me was considered a bit of consolation," Mr. Luan shared.
Mr. Vo Thanh Tai, General Manager of Communications and Sales of Mitsubishi Motors Vietnam, said that on the afternoon of March 13, the customer service department reported that they had exchanged the car for customer Nguyen Cong Luan.
"In this case, it is not the customer's fault, so the company must resolve it and take responsibility," Mr. Tai said.
The customer in Quang Ninh was able to exchange the car for another one with a faulty engine. This is considered a rare case for car users in Vietnam.
