Chery Refused to Replace My Tiggo 7 Pro Shock Absorbers Under Warranty

Ersin · 2025-04-09T14:42:39+03:00

On 24.06.2024, I took my Chery Tiggo 7 Pro vehicle, which I bought from Ankara Chery Tan Oto authorized dealer, to Tan Oto Authorized Service on 24.03.2025 (9-month-old vehicle) due to the rattling noises coming from the rear of the vehicle. As a result of the inspection, I was informed that the 2 rear shock absorbers of my vehicle were burst and that they were submitted for replacement under warranty. Since I waited for 2 weeks and could not reach them by phone during this process, I went to the service on 07.04.2025. The staff member said that the result was negative on 24.03.2025 and that they said it would be a paid replacement and asked "didn't they call you?" Of course, I don't know who should have called me, but it is obvious that there is an indifference here that does not suit the corporate identity. The main complaint and my aim to inform friends who are considering buying a Chery brand vehicle is that Chery brand vehicles apparently do not have a parts warranty. Because if 2 shock absorbers of the vehicle burst even though I did not hit any hard potholes and did not exceed the limits of load (within 9 months, actually the rattles were there for 2 months but I went to the service on the date I stated) and the brand does not accept this as a defect and says it is replaced for a fee, they probably will not stand behind any of their parts. In other words, I recommend that you reconsider your thought that the vehicle "HAS A WARRANTY" when buying a vehicle.

Ersin

I was just called by Chery Turkey regarding my complaint. When I first went to the service, the service staff took a photo of the bottom of the vehicle. He said he saw an oil leak from the shock absorbers there and said they sent it to the warranty department to see if it would be replaced under warranty. No technical inspection was conducted on the vehicle. How the warranty department can make a decision based solely on a photo is another issue altogether. When I complained here, customer service called and said that the issue was forwarded to Chery Turkey for re-evaluation, and afterwards, without conducting a new inspection on the vehicle, I was informed that a decision was made stating "the shock absorbers must have been impacted, so they are not covered under warranty." In my previous conversations with customer service, I emphasized that there was no impact on the vehicle's shock absorbers, yet despite sharing the information that the decision was made based solely on the photo taken by the service staff of the shock absorbers from below (meaning no technical inspection was conducted on the part), I honestly cannot reconcile the decision that the vehicle was impacted and therefore not covered under warranty with a corporate identity. I repeat emphatically, no technical inspection was conducted on the vehicle. I am sharing this issue here for friends considering buying a Chery to gain insight into the company's part warranty and after-sales support policy.