China's State Administration for Market Regulation said that the German carmaker Mercedes-Benz recalled 6,406 imported automobiles in China over a front passenger seat lock issue. The company issued a code of conduct for its dealers that will ensure transparency of service charges and guard the rights of the customers.
The market regulator said that the recall involves its C-class cars built between 2015 and 2017 and E-class vehicles manufacture from 2016 to 2017. The cars were recalled because the backrest of the front passenger seat of the affected cars failed to lock properly.
The locks will not provide sufficient support for the user in case of a collation. It increases the risk of injuries to passengers. The company plans to check the issues on the vehicles and they plan to replace the faulty parts if needed. The company also announced the recall of its 42 E-class and S-class vehicles manufactured in 2018 because of a seat belt defect.
Recently, the company issued a new code of conduct to be followed by its dealers to secure the transparency of their service charges and ensure that the rights of the customers are protected. The new code of conduct will cover sales and services for Mercedes-Benz and smart-branded cars.
It was released by Beijing Mercedes-Benz Sales Service Co, Mercedes-Benz Auto Finance and authorized dealers across China. BMBS President and CEO Nicholas Speeks said in a statement on Thursday that being fair and treating their customers in the way they would wish to be treated.
The new code will define the standards for sales and service staff members. It mandates them to make customers aware of the services they can and should expect. The code said that dealers must respect the customers' absolute right to know and to make their own decisions. It also said that customer's decisions shall not affect any services they receive.
Mr. Speeks said that Mercedes-Benz has set up teams to apply the code of conduct. They plan to establish a senior post in each dealership to secure service standards and to handle the complaints of the customers. The company also initiated a slew of measures to improve the satisfaction of the customer.
The company also assured that pre-delivery inspections will be done by qualified staff members and they plan to provide PDI certificates for the customers when the vehicles are delivered. The president and CEO of Mercedes-Benz Auto Finance, Tolga Oktay, said that they are investigating financial service issues at its dealerships and tackling any emerging problems.
