4月19日，在上海車展特斯拉展位現(xiàn)場(chǎng)，一名女子身穿“剎車失靈”字樣T恤站在車頂喊話引發(fā)關(guān)注。

上海市公安局青浦分局4月20日發(fā)布通報(bào)，

Two women "caused chaos" at the trade fair on Monday when they arrived at the Tesla display "to express their dissatisfaction due to a consumer dispute." One was detained for 5 days for "disrupting public order" while the other received a warning, police said.
4月19日，兩名當(dāng)事人因與特斯拉公司有消費(fèi)糾紛，于當(dāng)日到車展現(xiàn)場(chǎng)表達(dá)不滿。最終一人因擾亂公共秩序被處以行政拘留五日，另一人因擾亂公共秩序被處以行政警告。

事件發(fā)生后，特斯拉官方微博發(fā)文稱，該車主此前曾因超速違章發(fā)生碰撞事故（crash caused by speeding violation），而后以產(chǎn)品質(zhì)量為由堅(jiān)持要求退車。此后特斯拉通過官方微博進(jìn)一步回應(yīng)稱，如果是特斯拉產(chǎn)品的問題，特斯拉一定堅(jiān)決負(fù)責(zé)到底。同時(shí)需要說明的是：對(duì)不合理訴求不妥協(xié)（no compromise on unreasonable demands）。

特斯拉的強(qiáng)硬表態(tài)引起輿論的不滿。新華社發(fā)表評(píng)論稱，

If a car company could not guarantee a safe driving experience and even speculates about a consumer's motivation, its brand image could be tarnished in the end.
如果車企不能提供質(zhì)量過硬的產(chǎn)品和良好的售后服務(wù)，不能保障消費(fèi)者安全行駛，甚至惡意猜測(cè)維權(quán)者的動(dòng)機(jī)，可能會(huì)砸了自己的招牌。

4月20日深夜，特斯拉官方微博發(fā)布長(zhǎng)文，就未能及時(shí)解決車主的問題深表歉意。聲明表示，

"Tesla respects and firmly obeys all decisions of related departments, respects customers, obeys the law and rules, and will firmly and actively coordinate with related department on the investigation," the statement read.
公司將尊重并堅(jiān)定服從政府各相關(guān)部門的決定，尊重消費(fèi)者，遵守法律法規(guī)，堅(jiān)決堅(jiān)定地積極配合政府各相關(guān)部門的所有調(diào)查。

"We have formed a task force to solve this matter, address the claims by our customers in line with the law, and achieve an outcome that pleases the customers."
我們已成立專門處理小組，專事專辦，努力在合規(guī)合法的情況下，盡全力滿足車主訴求，爭(zhēng)取讓車主滿意。

中央紀(jì)委國(guó)家監(jiān)委網(wǎng)站對(duì)此發(fā)表評(píng)論稱，

The electric vehicle maker's latest public statement had finally "showed some form of sincerity and humility".
相比于之前的幾次表態(tài)，特斯拉終于有了一些誠懇謙和的樣子。

"China welcomes companies to come and invest, but we treat all companies equally. They must abide by Chinese laws and regulations, market rules and respect consumer rights," the commentary said.
中國(guó)市場(chǎng)歡迎企業(yè)前來投資發(fā)展，但對(duì)所有企業(yè)都一視同仁：必須遵守中國(guó)法律法規(guī)、市場(chǎng)規(guī)則、尊重消費(fèi)者權(quán)益。

"Individuals should not take extreme measures, and enterprises should not be arrogant and unreasonable," the commentary said.
個(gè)人不能采取極端方式，企業(yè)也不能傲慢不講理。

4月21日晚，國(guó)家市場(chǎng)監(jiān)管總局、中國(guó)消費(fèi)者協(xié)會(huì)接連對(duì)此事作出最新回應(yīng)。

國(guó)家市場(chǎng)監(jiān)管總局表示，

It attaches great importance to the incident and has instructed the related market supervision departments to protect the legitimate rights and interests of consumers in accordance with the law.
市場(chǎng)監(jiān)管總局高度重視此次車主維權(quán)事件，已責(zé)成相關(guān)市場(chǎng)監(jiān)督管理部門依法維護(hù)消費(fèi)者合法權(quán)益。

中消協(xié)回應(yīng)：尊重消費(fèi)者是企業(yè)經(jīng)營(yíng)的首要前提

Respect for consumers should be a top priority in business operations. In the face of consumer complaints, enterprises should listen carefully, negotiate sincerely, and give consumers reasonable explanations and sound solutions.
企業(yè)經(jīng)營(yíng)的首要前提是尊重消費(fèi)者。面對(duì)消費(fèi)者的投訴，企業(yè)要認(rèn)真傾聽，真誠協(xié)商，給消費(fèi)者合理的解釋和有效解決方案。

Automakers should make use of professional knowledge to strictly conduct self-inspection since they have relevant data, and technical advantages should not become obstacles to solve problems. Enterprises should be legally accountable for product quality and take effective measures to protect the safety of consumers. Enterprises are obliged to produce evidence to prove product safety, take measures to improve the quality of products and services, and meet demands of consumers with sincerity.
作為汽車生產(chǎn)者，企業(yè)掌握相關(guān)數(shù)據(jù)，應(yīng)當(dāng)利用專業(yè)知識(shí)嚴(yán)格自查，技術(shù)優(yōu)勢(shì)不應(yīng)成為解決問題的阻礙。企業(yè)應(yīng)當(dāng)依法落實(shí)產(chǎn)品質(zhì)量責(zé)任，采取有力措施保護(hù)消費(fèi)者安全權(quán)益。企業(yè)有義務(wù)拿出證據(jù)證明產(chǎn)品安全、拿出措施提升產(chǎn)品和服務(wù)質(zhì)量、拿出誠意解決涉及到的消費(fèi)者訴求。

【相關(guān)詞匯】

消費(fèi)者合法權(quán)益 legal rights and interests of consumers

市場(chǎng)秩序 market order

質(zhì)量缺陷 quality defects

第三方檢驗(yàn)檢測(cè) third-party inspection and test

“三包服務(wù)”（修理、更換及退貨） warranty services of repair, replacement and refund

4S（銷售、零配件、售后服務(wù)、信息反饋） sale、spare part、service and survey

參考來源：CGTN、中國(guó)日?qǐng)?bào)、新華網(wǎng)

（中國(guó)日?qǐng)?bào)網(wǎng)英語點(diǎn)津 Helen）