The number of consumer complaints, rights protection and corporate recalls has continued to grow as the Chinese auto market has topped the world for six consecutive years.
In the intensified auto rights defending incidents in recent years, Lingyun, such as the wing tiger "broken shaft door", and Wan Chunlei, who is the "Volkswagen EA888 engine burning oil", are still a minority. Most owners will have more problems after encountering problems. Seek a solution in private. For consumers, the lack of evidence, the lack of identification, the high cost of rights protection, and the low efficiency of resolution are the biggest obstacles to their rights protection.
With the increasing diversity of communication channels, the way of car owners' rights protection has gradually changed. Among them, collective rights protection has gradually become one of the mainstream forms. As the other party in the act of defending rights, auto manufacturers have been conservative or even shirking their responsibility in dealing with rights protection for a long time. However, when the automobile market entered a new stage of development, automakers began to reflect on it.
It is foreseeable that transparency and rationalization will be the keynote for future car rights protection, and this requires the cooperation between car manufacturers and consumers.
In 2014, the production and sales of China's auto market completed 2,372,290 and 23,419,900 respectively, up 7.3% and 6.9% respectively, a record high in the world. It has ranked first in the world for six consecutive years. What can't be ignored, however, is that the same trend as the production and sales data is the number of consumer complaints, rights protection and corporate recalls.
In 2014, the General Administration of Quality Supervision, Inspection and Quarantine (hereinafter referred to as “AQSIQâ€) implemented a total of 122 vehicle recalls, with a total of 4.997 million vehicles. On the other hand, with the increase in car ownership, complaints about automobile after-sales and maintenance services have also increased year by year. In 2014, the National Consumers Association received a total of 26,251 complaints related to automobiles, including 10,230 quality problems, 6,104 contract issues, and 4,111 after-sales services.
Looking at the rights protection process of China's auto market in the past two years, from the Volkswagen DSG recall, Jianghuai's "corrosion storm", Changan CS35 engine oil emulsification problem, Mercedes-Benz C-class car odor is serious, the wing tiger "broken shaft door", and then last year's FAW - Volkswagen sagitar broken shaft, we can see that both car companies and consumers have begun to enter the new normal of thinking in the issue of car rights protection.
Concentration on quality complaints As China's auto market has been ranked first in global production and sales for six consecutive years, Chinese consumers are becoming more rational and mature in terms of automobile consumption, and the quality of their cars is still their biggest concern.
According to the data released by the National Consumers Association, in 2014, it handled a total of 26,251 complaints related to automobiles, including 10,230 quality problems, 6,104 contract problems, and 4,111 after-sales services.
According to the “2013-2014 Shanghai Auto Industry Supervision Survey Activity†assessment materials provided by the Shanghai Consumer Protection Committee Auto Professional Office to the Times Weekly reporter (hereinafter referred to as “Automobile Supervision Survey and Evaluationâ€), it was shown in Shanghai in 2014. Among the automobile complaints, there were 1,314 cases reflecting the quality of automobiles, accounting for 25.99% of the total complaints. Among them, complaints about major components such as engines and gearboxes and their accessory parts accounted for nearly 30.61% of automobile quality complaints, which was high in automobile quality. In the first place, complaints about body accessories and car electrical appliances have increased year by year, accounting for 28.67% of the complaints.
On the other hand, recalls caused by the quality of cars are becoming more common. According to the statistics of the recall issued by the General Administration of Quality Supervision, Inspection and Quarantine, China implemented a total of 122 vehicle recalls last year, with a total of 4.997 million vehicles. Although it did not exceed the 5.31 million units in 2013, the cumulative number of recalls throughout the year has set a record since the implementation of the China Motor Vehicle Recall Regulations.
Regardless of the rapid growth of production and sales, recalls or complaints, the problems reflected in it are necessarily the most concentrated problems in the Chinese auto market. Like the social hot debate caused by FAW-Volkswagen Sagitar's broken shaft last year, it is because consumers are not worried about the quality of the rear suspension of the model, and they are not satisfied with the recall plan issued by the company, thus stimulating collective rights protection.
According to statistics from the China Automotive Quality Network, FAW-Volkswagen Sagitar owners made 2078 preventive complaints in 2014 due to concerns about the safety of the rear suspension, accounting for 54.74% of the total FAW-Volkswagen brand complaints. Overall, complaints about product quality issues still accounted for more than 80% of domestic auto brand complaints in 2014.
The after-sales problem is increasingly prominent. In fact, the results of the National Consumers Association based on statistical data show that when the owner conducts after-sales consultation or complaint due to vehicle quality problems, the staff can not make a positive technical explanation of the fault, and cannot correctly face the fault. The objective facts are mostly based on "man-made" or unnecessary "detection" to avoid liability, and increase the burden of consumer certification. The owner cannot accept the unreasonable barbarism and toughness of the after-sales service, thus escalating the contradiction.
According to the survey conducted by the Shanghai Consumer Protection Committee, 85.83% of the 3,321 valid questionnaires received were dissatisfied with the service quality, charging, contract performance and after-sales service of the automotive industry. Among them, the most dissatisfied consumers are after-sales service.
Among them, "the contract stipulates that the time of the cat is greasy, the concept of confusion is confusing", the quality of the maintenance workers is generally low, the fault is judged incorrectly, and the "sales service is not standardized, the old ones act as new ones, and the charges are confusing". Three major problems.
The BMW dealers exposed by the media in August last year charged the PDI inspection fee as a typical example. The so-called PDI refers to Pre-delivery inspection, which means pre-delivery inspection. According to BMW's relevant regulations, PDI testing is a standard process before the delivery of new vehicles. The dealers conduct comprehensive testing of the vehicles according to the prescribed procedures and projects to ensure that the new vehicles delivered to consumers can be used normally.
Following the huge administrative fines imposed on four BMW 4S stores in Wuhan for mandatory PDI testing fees, BMW and its joint venture in China issued a public statement stating that BMW never asked dealers to charge PDI fees to consumers and required all distribution. The merchant may not charge a separate PDI fee. For the previous dealer PDI charges, there is an immediate correction to the violation of the consumer's fair trading rights. Distributors are advised to compensate by means of refunds, service vouchers and other consumer approvals.
In the "Automobile Supervision Survey and Evaluation" provided by the Automotive Professional Office of the Shanghai Consumer Protection Committee to the Times Weekly reporter, most consumers complained that the maintenance company did not pay enough attention to their complaints, including 30% of the vehicle maintenance. The complaint is a complaint about the service attitude of the company's maintenance personnel. After the intervention of the Consumer Protection Committee, it will be resolved soon.
"For example, some 4S shop service personnel said that they will solve the problem as soon as possible, but they can't give clear time and answer when they can handle it well and how to deal with it, so that consumers feel that the manufacturer or service provider is solving their own problems. The problem is perfunctory, and there is no compensation for the time cost and energy cost caused by the consumer during the repair, which makes the consumer feel very dissatisfied."
The game between consumers and manufacturers With the three-package of cars and the new "elimination of the law", the consumer's road to rights protection has legal protection and basis, consumers are paying more and more attention to their rights and interests.
Last year, "Cancellation Law" ushered in the first major revision since 1993, including the inclusion of family cars in the scope of the "Cancellation Law", further clarifying the consumer goods attributes of family cars, and the rights and obligations between car operators and consumers. Further standardization has made the handling of automobile consumption disputes have a more operational legal basis.
The new "Cancellation Law" proposed the inversion of burden of proof, public interest litigation, punitive damages, "repentance rights", etc., all have close ties with car consumers. However, some insiders said that in the handling of automobile complaints, there are still problems such as short application time for proof of inversion, difficulty in implementation, ambiguity in definition, and removal of the overlord clause.
Among them, "difficult to prove" is currently encountered by consumers in the process of rights protection. Xia Lei, a practicing lawyer of Shandong Hengzheng Law Firm, told the Times Weekly that the car is a durable commodity. The new "Cancellation Law" clearly stipulates that the burden of proof should be reversed, but the time for proof is only six months, and the quality of the car is often difficult. In a short period of time, the six-month proof of inversion time is a bit too short.
If it is more than 6 months, there may be a situation of “who advocates who gives evidenceâ€, and for products with high technical content of automobiles, the identification fee is often high and may become an obstacle to consumer rights protection.
In the case of FAW-Volkswagen Sagitar's collective rights protection, Beijing Jingshi Law Firm, which represented more than 300 Sagitar owners, said that none of the more than 300 car owners had a broken rear arm, so they sued It is necessary to identify the car, which will bring high costs to the owner, and the results of rights protection are also difficult to predict.
To this end, some people in the industry have suggested that the rules for the burden of proof of inversion of inspection and certification, and the necessary restrictions on the application of the burden of proof should be considered according to the actual situation.
On the other hand, there are also insiders of the car companies that do not want to be named, told the Times Weekly reporter that in fact, many car owners’ bad habits, random modification and inadequate maintenance will also impair the performance of the vehicle, and the rights caused by this situation The company is also quite helpless.
"We feel that the current rights protection is still rational. Generally speaking, companies will not find irrational car owners to negotiate, because most irrational car owners are actually sensational, and some actually want to retreat, but In fact, the vehicle itself does not have serious quality problems, or it is just a problem caused by improper operation of the owner during use. However, we try our best to take the corporate image and product quality as the primary consideration. If the requirements of the rights owner are too harsh, There is no way for the company to do this." Insiders of a joint venture car company in Shanghai told the Times Weekly reporter.
The above-mentioned people told the Times Weekly reporter that every year, the 3.15 corporate public relations side is relatively busy and busy. During the period of the 3·15 period, we will conduct some guidance on some related negative reports, especially for irrationality. The rights of the people are basically 'sparse than the blockage', mainly to maintain the corporate image."
Another situation is that, because the dealers can't solve the problems raised by the consumers well, or the complaints from the consumers are not properly solved at the dealer's side, the situation is getting worse and worse. The company has also missed the best opportunity to intervene.
"In fact, sometimes our company is a vulnerable group in the process of protecting consumers' rights. Because of the problems they reflect, we often wait until the situation is fermented more seriously. It is the problem at the front end. We sometimes cannot know the first time. "Public relations with a Japanese joint venture car company in Guangzhou told the Times Weekly reporter.
With the increase in rights protection incidents, the game between consumers and automakers is also escalating, and "rationality" has gradually become the consensus of both sides.
2015 is a year of innovation in the automotive industry. The introduction of automobile anti-monopoly will break the automobile brand sales model, the liberalization of auto parts sales and the rise of the automobile e-commerce industry will have a tremendous impact on the automotive industry. In addition, in addition to paying attention to consumer complaints after the sale, strengthening staff management and skills training, standardizing the maintenance process, while providing professional maintenance for consumers, enterprises can also increase publicity efforts, focusing on cultivating good vehicles for consumers. habit. Only by achieving the common growth of quality and service can enterprises stand firm and seek development in this wave of new wave.
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