How to Deal with a New Car Being Scratched by 4S Shop Staff?
2 Answers
If it is not a serious scratch, just let the 4S shop repair it and give corresponding compensation. If the scratch is serious and requires replacement parts for repair, the 4S shop should pay for the repair themselves without involving the insurance company, and they should also compensate for the depreciation fee. The specific details are as follows: 1. Minor situation: If it is just a slight scratch that removed some paint, from a legal perspective, the 4S shop is responsible for repainting the affected area. From a reasonable perspective, the 4S shop may appropriately compensate to express their apology. 2. Serious situation: If the car damage is somewhat serious, such as dents on body parts or the need to replace parts, then the 4S shop has the responsibility to repair the vehicle (including replacing parts and repainting) and provide goodwill compensation (goodwill compensation is also analyzed from a reasonable perspective), which may include free maintenance or extended warranty, subject to negotiation between both parties.
I deal with cars a lot in my daily work, and it's quite common for new cars to get scratched by staff at 4S shops. The first step is don't lose your temper—immediately take photos or videos of the damage and record the employee's name to preserve evidence. Then promptly confront the shop manager—they must acknowledge responsibility and arrange repairs, usually offering free repainting or part replacements. If they give you the runaround, you can file complaints with the manufacturer or consumer association (12315)—don't hesitate to assert your rights. Remember, with the new car's warranty still active, inspect repairs thoroughly afterward to prevent other issues. Stay calm throughout—resolving this properly won't affect future maintenance, and don't let a minor scratch haunt you forever.
