Recently, the China Quality Association User Committee, Che Renren, and Tsinghua Automotive Engineering Research Institute have announced to the public an analysis of China's auto quality and after-sales service quality complaints in the first quarter of 2007. In the first quarter of 2007, a total of 1054 complaints were received from users, and 932 were valid complaints. The complaints came from all over the country and involved dozens of automobile manufacturers, covering most brands in the domestic automobile market.
Compared with the same period of last year, the complaints of China's auto quality and service quality in the first quarter of 2007 showed the following characteristics:
First, users’ complaints about the quality of new car products are still on the rise.
Secondly, complaints about the quality of high-end car products have increased. The main performance is the increase in the disobedience of imported cars.
Finally, in the complaints concerning the quality of automotive products, complaints about the quality of the main components are still numerous, and the problems are mainly concentrated in the automotive products that have just passed the warranty period.
The report shows that in the first quarter of 2007, users’ complaints on vehicle quality still accounted for the majority of the total complaints. Compared with the same period of last year, the ratio of complaints on service quality issues increased. The complaint rates were 56.5% for quality issues and 43.5% for service quality.
From the perspective of user complaints, the number of complaints from users showed a downward trend compared with the same period of last year, with two complaints and three complaints rising. In many complaints, many complaints on the same issue have not been resolved in a timely manner, which is an important cause of many complaints. The proportion of auto complaint resolution in the quarter was 58.3% for one complaint, 27.5% for secondary complaints, and 14.2% for three complaints.
Compared with the same period last year, the car users put in the vote
v. requirement
Compensation, transfer,
Car back rate
Significantly increased, rapid increase in maintenance costs is the main cause of compensation claims, and long-term repair is not good and the increased awareness of user rights protection will lead to increased demand for compensation.
Through analysis, the user needs to pay attention to several aspects in the car purchase process:
1) As for the selection of new models, while paying attention to styles and prices, more attention should be paid to the extensiveness and time of model use, and maintenance costs should not be ignored. 2) The purchase and use of high-end cars should be combined with road conditions, oil products, driving habits, and other considerations. 3) When the warranty period of the automotive products is approaching, a full inspection should be done in time.
Automotive quality
Consumer complaints about the quality of automotive products are mainly reflected in the following eight aspects:
Body accessories and electrical: Corrosion and cracks in the car body, improper cooling and heating of the air conditioner, lifts, etc. cannot work properly, seat quality, interior noise, body vibration, starter, generator and electric wiper, Lighting, turn signals, and instrument clusters do not work properly.
On the engine side: Startup is difficult, the manufacturer's nominal power index is not reached, fuel consumption is abnormal, oil leakage, abnormal sound, abnormal idling and other issues.
In terms of clutch: Incomplete separation, skidding, body shaking, abnormal sound and other issues.
In terms of transmissions, it is difficult to shift gears, there are abnormal sounds, skipping, chaos, and fever.
In front and rear axles and suspension systems, whether axles, transmission shafts, suspensions have abnormal sounds, shock absorbers leak oil, etc.
In the brake system: there is drag and slide, braking distance exceeds the standard, abnormal sound, deviation and so on.
In the steering system: body shake, deviation, the severity of the steering and automatic return poor, abnormal sound and so on.
In terms of tires: There are early wear, burst, early cracking and other phenomena.
In the automotive quality complaints filed by auto users during the quarter, complaints about the core components such as engine, transmission, and brake systems accounted for more than half of all complaints. The main phenomena were engine oil leakage, abnormal noise, abnormal transmission noise, and brake failure. Wait. The specific situation is: engine accounted for 20.1%; clutch accounted for 7.8%; brake system accounted for 12.6%; front and rear axle and suspension system accounted for 10.2%; transmission accounted for 28.9%; steering system accounted for 7.2%; body accessories accounted for 9.8%; tire 3.4 %.
Complaints show that the impact of vehicle quality problems on user use during the quarter has increased the potential for safety hazards and spontaneous combustion. The impacts of various types were as follows: 62.5% needed maintenance before use; 17.9% for automotive quality problems; 2.6% for traffic accidents due to quality problems; 11.8% for manufacturers' own production defects; Accounting for 5.2%.
Car users for various problems with the quality of cars, complaints requirements mainly consists of several aspects: the maintenance of 48.4% of the proposed compensation; 15.8% compensation; proposed transfer 8.1%; proposed to return 8.2%; proposed recall 16.4 %; 2.9% making other requests. Compared with the same period of last year, the rate of compensation, change of vehicles, and return of vehicles increased significantly. The rapid increase in maintenance costs was the main cause of compensation claims. The long-term repairs and increased consumer awareness of rights protection led to an increase in reimbursement claims.
After-sales service quality
Statistics show that consumers still have a large proportion of complaints about the technical level, service charges, and service quality of auto sales and maintenance personnel. Among them, complaints about service charges are mainly reflected in working hours and parts costs.
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