[기자수첩]위기의 수입차, 소비자는 봉인가?-NSP통신

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기자수첩
위기의 수입차, 소비자는 봉인가?

NSP통신, 박유니 기자, 2015-10-08 09:19 KRD3 R0

#수입차 #소비자는 봉 #폭스바겐 #리콜 #타이밍체인 텐셔너

(서울=NSP통신) 박유니 기자 = 요즘 자동차 업계의 화두는 폭스바겐이다.

배출가스 눈속임 장치를 부착했던 것이 들통 나 창사 이래 최대 위기에 몰렸다. 이 배출가스 조작장치를 부착한 차량이 독일 280만대 등 전 세계에서 1100만대에 달한다고 한다. 이 모든 차량을 리콜(차량 결함에 따른 무상수리)해야 하는 비용은 200억달러(약 23조원)가 넘을 것으로 전망된다.

이로 인해 세계적 자동차기업인 폭스바겐은 생존위기에 직면하게 됐고, 독일의 국가 신용에도 치명타를 입게 됐다. 물론 수년 전부터 제기된 ‘배출 가스 불법 조작’에 대한 내부경고를 철저히 묵살한 마르틴 빈터코른 최고경영자(CEO)는 사퇴했다.

G03-8236672469

이번 사건이 해당기업은 물론 독일 자동차산업의 뿌리가 흔들릴 정도로 엄청난 파문을 일으켰다. 돈만 벌면 된다는 경영마인드가 이런 사태를 불러온 것이다. 소비자를 우습게 본 결과다.

소비자를 봉으로 생각하는 것은 폭스바겐만이 아니다.

최근 리콜에 나선 BMW도 마찬가지다.

BMW는 118d, 120d, 320d, 420d, 520d, X3 2d 등 대다수 디젤모델의 차종 소유주들에게 “타이밍체인 텐셔너의 기능이 원활하게 작동하지 않는다”며 개선된 타이밍체인 텐셔너로 무상교환해 준다는 고객통지문을 보냈다. 시동이 꺼질 수 있으니 오는 2017년 3월 23일까지 수리하라는 것이다.

문제는 BMW서비스센터와 통화할 수 없다는 것이다. 혹시 시동이 꺼질 수 있다는 리콜 통지서를 받은 대다수 고객은 불안한 마음에 하루라도 빨리 수리받기 위해 서비스센터로 몰린다. 하지만 한참 벨소리만 울리고 전화를 받을 수 없다는 고지만 나온다. 센터가 문을 닫은 것인지 아니면 쉬는 지 아무런 통보도 없다. 소비자의 가슴만 타는 것이다.

리콜 대상 고객이 많으면 전화가 폭주한다는 것은 당연한 상식이다. 만약 BMW가 소비자를 생각했다면 전화 1~2대를 추가로 설치하고, 전화받는 아르바이트 생을 고용하면 된다. 이에 따른 비용도 그리 많이 들지 않는다. 그럼에도 불구하고 단순조치를 취하지 않아 소비자의 불만을 사는 것은 한심한 일이다.

리콜은 소비자 잘못이 아니라는 점을 생각하면 더욱 그렇다. 소비자가 리콜을 받기 위해서는 전화로 사전예약을 하고 센터에 가서 수리를 받는 등 돈과 시간의 낭비를 초래하게 된다. 따라서 리콜에 따른 보상은 못해줄망정 사전예약전화가 되지 않아 불만을 사는 일은 없어야 한다.

잘 알다시피 수입차를 샀다 후회하는 사람이 적지 않다. 부품비와 공임이 국산차에 비해 턱없이 비싸고, 서비스 기간도 길기 때문이다.

한국소비자원이 발표한 수입차 소비자 불만 건수는 1만대당 10.8건으로 국산차(5건)에 비해 두 배 이상 높다고 하니 두말할 나위가 없다.

이처럼 국산차보다 몇 배나 비싼 부품값도 모자라 간단한 수리를 하는 데도 며칠씩 걸리는 것은 시급히 개선해야 한다. 또 ‘내가 봉인가’하는 생각이 들지 않도록 리콜을 받으면서도 기분 좋도록 했으면 하는 바램이다.