● A typical case of after-sales complaints: selling unqualified products with justifiable reasons, just repairing and replacing them.
Mr. Cheng bought a 2022 Cruze light-mixed Redline 320T dual-clutch version in Shanghai Yongda Tongsheng Chevrolet 4S store. When he went to license the new car, the master at the inspection site saw that the vehicle had obvious appearance problems, such as obvious color difference and dirty spots on the front bumper, and bumps on the joints between the front bumper and the fender. Later, Mr. Cheng sent the car to the 4S shop for testing. Many masters in the store said that the car was defective, but refused to provide any written test report, only agreeing to repair the problem part. Mr. Cheng’s request for returning the car was rejected.
"2022 Cruze Light Mixed Redline 320T Dual Clutch Quick Edition"
"Mr. Cheng’s car purchase invoice and vehicle defects"
Mr. Cheng’s experience is somewhat similar to that of Mr. Yang, who bought unqualified products, but the manufacturer refused to provide any proof for fear that Mr. Cheng would demand rights protection. In the face of this kind of business without any attitude of admitting mistakes, Mr. Cheng does not need to leave any face for the business, but directly contacts the market supervision and management department to safeguard his rights and interests according to the People’s Republic of China (PRC) Product Quality Law and other relevant laws.
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In terms of after-sales complaints on our complaint platform in August, maintenance disputes accounted for the highest proportion, reaching 39.2%, and BYD was the brand with the largest number of complaints; Secondly, the promise is not fulfilled, accounting for 35.5%, and the brand with the most complaints is Volkswagen; The service level ranked third with 31.7%, and the brand with the most complaints was Volkswagen. Compared with the data in July, complaints about service level have declined, and the proportion of complaints about maintenance disputes and promises of non-performance has greatly increased.
* Note: The cases selected in this paper are typical cases, which have no direct relationship with the number of complaints. For the sake of privacy protection, the owners in the real cases in this paper are all pseudonyms.
● August Complaint List: Which car companies and models are on the list?
In the complaint report in August, sales problems accounted for 45%, which was close to nearly half of the problem complaints; Quality problems accounted for 34%, accounting for 1/3 of the types of complaints; After-sales complaints accounted for the least, only 21%. Compared with the data in July, the proportion of sales complaints before sales decreased, while the corresponding proportion of product quality complaints and after-sales complaints increased.
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In terms of specific countries, China brand complaints account for 42%, German brands account for 29%, Japanese brands account for 18%, and American brands account for 7%. Compared with the data in July, the proportion of brand complaints from China, German and American declined, while the number of complaints from Japanese brands increased.
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Judging from the complaint-to-insurance ratio, we participate in the complaint list with the number of complaints greater than or equal to 10 in the current month, and adopting the ranking of complaint-to-insurance ratio will avoid the problem that the number of complaints of high-selling models is also correspondingly large. In August, the top ten car companies that complained about the insurance ratio were BYD, Chery, Audi, Changan, Nissan, Mercedes-Benz, Volkswagen, BMW, Geely and Honda. Most of these car companies have sales problems, such as failure to deliver the car according to the agreed time, non-refundable deposit and false quotation. There are still quite a few problems related to product quality, such as brake system failure, abnormal noise of vehicles, engine failure, etc. These problems are all common. When consumers buy a car recently, they should still guard against sales scams.
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Judging from the ranking of the number of complaints about a single vehicle, Volkswagen LaVida and Audi A4L have the largest number of complaints. The main problems of LaVida are abnormal noise, reversing image failure and vehicle configuration mismatch, while the problems of Audi A4L are abnormal noise and temporary fare increase. The second place is Nissan Teana, and the main problems are that the subsidies are not paid and the deposit is not refunded. The third place is Nissan Sylphy and BYD Dolphin. The problem of Sylphy is abnormal noise, jitter and false car source. The problem of dolphins is that they can’t pick up the car according to the agreed time.
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From the ranking of online response rate brands, the number of unanswered complaints ranked as GAC Chuanqi, Dongfeng Fengxing, Chevrolet, Skycar, Tesla, Kia, Hechuang, Land Rover, Baojun and LI, among which GAC Chuanqi, Dongfeng Fengxing and Chevrolet failed to reply to more than one complaint.
● Reminders and suggestions of complaint report in August:
The problem of tight supply and demand of new cars caused by limited production capacity and shortage of spare parts is still continuing, and many models have been delayed indefinitely. The phenomenon of not worrying about selling has "spoiled" some salespeople in 4S stores, and their lies are getting more and more outrageous and irritating. This time is often the time to test the reliability of a brand. Before buying a car, consumers should know the corresponding order queuing situation and related complaints in advance to avoid re-entering the pit.
At the same time, the product quality problem is still the most complained and reflected part. Before buying a car, consumers should pay more attention to the word-of-mouth of consumers, especially for universal problems, and should not be careless. At the same time, we should also pay attention to the results of dealing with related problems. If there is a unified solution and reasonable compensation, then this car company is trustworthy.
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In terms of consumer complaints, compensation accounted for 50.4%, maintenance accounted for 23.5%, and car return accounted for 20.6%. Compared with the data in July, we can see that the demand for returning cars has increased obviously, while the first two have decreased. Facts have proved that the problems about product quality are still serious and have a worsening trend. Consumers should keep their eyes open, know more about and pay attention to relevant information before buying a car, and avoid blind consumption and impulsive consumption. (Text/car home Qin Chao)