Chery Omoda 5 Rear Window Suddenly Shattered

Efe

151

In September 2023, the rear window of my Chery Omoda 5 suddenly shattered while the car was parked. I contacted Chery emergency support to report the issue and explained that I couldn't use the car because I have a baby. I requested a replacement vehicle, but they informed me that they do not offer such a service. When I asked how to proceed, they inquired if I had insurance. I responded that my insurance status does not change the fact that a new car's window shattered out of nowhere, indicating a manufacturing defect. They said they would investigate and referred me to the service center. However, the service centers were closed, and I was told they couldn't help me. How is this considered 24/7 roadside assistance?

Chery

Hello, Efe S. Your complaint has been received by us. Our Customer Relations Representative will get back to you as soon as possible regarding the matter. Best regards, CHERY TURKEY

Chery

Hello, Efe S., Following our meeting with you, we have forwarded your request to the relevant department. Best regards, CHERY TURKEY

Efe

Hello again, yesterday I spoke with three different Chery representatives using their official numbers. It's an interesting company. I called the 24/7 Chery roadside assistance line three times from 8:30 AM to 10:30 AM yesterday morning, but no one answered. I finally reached someone at 10:38 AM, and a rather indifferent person answered the phone, saying he had no connection to Chery and that he just comes and tows the cars. Anyway, later Ms. Begüm called me due to the complaint I filed here, and she was helpful, thankfully they came and towed the car to the Chery authorized service center in Gaziemir, Izmir. They absolutely refuse to repair the car under warranty. They do not provide a replacement vehicle. They don't have a rear window in stock and can't say when it will arrive. When I ask what will happen, they tell me to pay out of pocket or through my insurance. My research concluded that due to the quality of the sheet metal used by Chery, the expansion caused the window to crack and shatter. Because for tempered glass to shatter into pieces, it needs to be hit on the thin edges. I'm attaching the photo again. The rear window of the car is shattered from three corners. How can this be my fault? Doesn't the large Chery company have even one rear window for a car? I don't understand what kind of corporate structure this is. The mechanics I've worked with for years in the industry are more professional.

Chery

Hello, Efe S. Your complaint is still being reviewed by our authorized departments. We will get back to you once the process is concluded. Have a nice day. Best regards, CHERY TURKEY

Efe

Hello again. Since there is no glass, I requested at least the glass to be ordered until the issue is resolved. In the meantime, I thought the issue would be resolved, the glass would be installed, and at least we wouldn't wait for a deadline. However, the Izmir ERC service said that they do not keep stock and can only order the part that is broken specific to the vehicle. So, what I'm saying is that when your vehicle breaks down, the friends do not have spare parts on hand. They look at the vehicle and order the missing parts. There are already only 3 car models. How can there be no stock in the repair service? I never thought I would say this, but Chery is truly a regret.