Shulou(Shulou.com)11/24 Report--

CTOnews.com May 8 news, the China Consumer Association released a special report on automobile complaints. According to the statistics of the complaints accepted by the National Consumer Association, in the first quarter of 2023, the National Consumer Association accepted a total of 304159 consumer complaints, an increase of 6.59% over the same period last year, and 238499 cases were resolved, with a complaint resolution rate of 78.41%.

In terms of the nature of the complaint, after-sales service problems accounted for 37.23%, contract problems accounted for 25.53%, quality problems accounted for 18.09%, price problems accounted for 4.90%, false publicity problems accounted for 3.94%, safety problems accounted for 2.54%, counterfeit problems accounted for 1.26%, human dignity problems accounted for 0.76%, measurement problems accounted for 0.63%, and other problems accounted for 5.12%.

Among the specific commodity complaints, the top five complaints are: food, clothing, cars and spare parts, communication products and shoes.

CTOnews.com learned from the report that with the rapid development of new energy vehicles and intelligent networking technology, consumer complaints in the field of automobile consumption are showing a trend of diversification and complexity.

Quality problems:

The problem of traditional fuel vehicles. Fuel vehicles mainly use gasoline, diesel and other liquid fuels as power sources. Compared with pure electric new energy vehicles, fuel vehicles have the advantages of long mileage, convenient refueling, strong power performance and so on. But at the same time, the structure of fuel vehicles is relatively complex, involving the engine, gearbox, exhaust system and other components, related complaints are: first, quality issues related to vehicle safety. Such as cruise speed function failure, engine or gearbox failure, brake failure, engine oil leakage, vehicle spontaneous combustion and so on. The second is the quality problems related to the life of the components. Some brand cars reduce the distribution of some parts in order to reduce the production cost, but the service life is significantly reduced, and some parts are even damaged as soon as they are out of insurance. The third is the quality problems related to the driving experience. Such as central control touch screen failure, reversing image delay, reversing radar failure, skylight leakage, vehicle jitter, low frequency noise and so on.

The problem of new energy vehicles. With the accelerated integration of technologies in the fields of Internet, artificial intelligence and power battery, intelligence and networking have become the future development trend of the new energy vehicle industry. However, new energy vehicles are also faced with some technical and safety problems in the process of development. One is the battery failure of new energy vehicles. For example, a sudden cliff drop while driving or a sudden power outage of the power battery leads to "lying in the nest", sudden spontaneous combustion in the process of driving, charging or rest, and so on. The second is to "lock the electricity" unilaterally without the consent of consumers. In order to reduce the safety risk of battery use, some new energy vehicle brands limit the charging power, discharge power or battery capacity of consumer vehicles through remote upgrade systems without informing consumers. As a result, the charging speed of the vehicle is reduced, the power is weakened, and the battery life is shortened. The third is the related problems of intelligent auxiliary system. Such as intelligent driving assistance system failure, slow active braking, central control black screen crash, sensor failure such as radar and camera, and so on. Fourth, the problem of brake failure. Consumers report that some brands of cars have brake failure, causing major safety accidents.

Car sales issues:

False propaganda leads to misleading. With the rapid rise of domestic brand cars, the competition in the automobile consumer market is becoming increasingly fierce. in order to attract consumers, some enterprises exaggerate or conceal the performance, function, price, discount and other information of cars in advertisements and publicity materials. mislead consumers. First, the mileage of new energy vehicles has shrunk. New energy vehicles generally have the problem that the advertised mileage does not match the actual mileage, and the winter mileage of some brand models is even "halved" or "knee chopped". Second, the vehicle configuration is not in line with publicity or "advance publicity". Some brand cars promote functions such as remote intelligent parking, high-end chips, collision warning or L3 self-driving on the official website or 4s stores, but consumers actually buy vehicles with no related features, configurations or functions yet online. Third, the sales promise is not fulfilled. For example, in order to improve performance, salespeople make random promises to induce consumers to buy cars, and then fail to fulfill their previous promises to cause disputes.

Contract-related issues. Car purchase contract is a kind of legal document signed between consumers and car dealers on the basis of equal consultation, which stipulates the rights and obligations of both parties. However, some car operators take advantage of their dominant position to unilaterally formulate the "overlord clause", or unilaterally breach of contract to infringe upon the rights and interests of consumers. The first is to use unfair format terms to restrict consumers' rights. Unreasonable exemption clauses, breach of contract clauses, dispute settlement clauses, etc., are set in the contract to restrict or deprive consumers of their legitimate rights and interests, such as stipulating that car companies can unilaterally modify, interrupt or terminate a service at any time without notice, and through the standard terms unilaterally stipulate that the dispute shall be under the jurisdiction of the court where the operator is located. The second is to violate the agreement to delay or blur the delivery time. For example, car salespeople verbally promise a shorter delivery time when consumers buy a car, but then deliberately do not specify the delivery time in the format contract provided by them. There are also some new energy car manufacturers in the car purchase contract to deliberately blur the delivery time, foreshadowing for a long time after non-delivery. Third, unilaterally change the content of the contract. After consumers pay the deposit, some new energy vehicle manufacturers unilaterally modify the text of the electronic contract that the two sides have signed without full notification and consumer consent. Fourth, mandatory bundling or price increase to pick up the car. Some 4S stores of car brands are bundled with fees such as "license fee" and "comprehensive service fee" for hot-selling models, and even after consumers have paid the full price, they ask consumers to increase the price before they can raise the car on the grounds of tight chips and rising car prices.

Car after-sales and supporting service issues:

The supporting facilities of new energy vehicles are not perfect. With the market share of new energy vehicles increasing year by year, the demand for supporting services has surged, and the problem of imperfect supporting services has become more and more prominent. In particular, the difficulty of charging pile installation has become one of the important factors hindering the promotion of new energy vehicles. First, the charging pile installation sad residential property clearance. Some residential properties refuse to issue a consent form for the owners to install charging piles on the grounds of insufficient electric capacity, insufficient parking spaces, no fixed parking spaces, etc., but at the same time introduce a third-party charging pile company to set up public charging piles in the residential area. owners have to pay higher fees for charging. Some residential properties even require the owner to pay an additional fee before agreeing to the installation. Second, the installation of charging piles is difficult for developers to close. In order to sell high-priced rechargeable parking spaces, some new residential developers and their associated property companies refused to issue certificates of consent to the installation of charging piles for owners who had purchased fixed parking spaces on the grounds of fire safety. Third, the number of public charging piles is insufficient. The distribution of public charging piles is uneven, the coverage of public charging piles in some places and highway service areas is not enough, and the quantity construction is insufficient, which can not meet the charging needs of consumers of new energy vehicles. Fourth, the operation and maintenance of the charging pile is not in place. Some charging pile operation companies lack adequate management and operation and maintenance capacity, consumers encounter faulty piles, no electric piles and other problems when charging; some public parking lots lack effective management for fuel vehicles to occupy charging spaces for a long time.

Repair and maintenance and other after-sales service experience is not good. Automobile after-sales service is an important part of automobile consumption. The quality of after-sales service directly affects consumers' purchase decision and purchase intention, as well as the image and reputation of automobile brands. The main problems in after-sales service are: first, it can not be used normally for many times of maintenance. If the vehicle has been repaired for many times but the same problem still exists or the old problem is not solved and a new problem arises. Second, excessive car maintenance or fraud. Some car 4S stores threaten to deceive consumers into overmaintenance on the grounds that they cannot enjoy the warranty without maintenance. There are also some maintenance personnel who deliberately exaggerate the seriousness of vehicle failures and increase the number of maintenance items that are not needed. Third, the 4S store is transferred, and the rights and interests of consumers are damaged. After some 4S store operators transfer their stores to others, the service standards and service contents of consumers' prepaid items have changed, and even the prepaid funds can not be used normally. Fourth, car companies are closed and delisted, and there is no after-sale guarantee for consumers' vehicles. After the rapid development, the new energy vehicle industry has entered a bottleneck period. Some new energy vehicle manufacturers are faced with the problem of delisting due to poor management, and it is difficult to continue to provide regular maintenance, after-sales repair and spare parts services of related vehicles. The safety of vehicles is worrying.

Second-hand car problem:

Conceal the true information of the vehicle. Some unscrupulous operators take advantage of the information asymmetry between buyers and sellers in the second-hand car market to deliberately conceal the true situation of the vehicles, resulting in consumers suffering economic losses and safety risks. One is to conceal the number of vehicle ownership transfers. For example, some second-hand car platform sales staff publicize the vehicle as an untransferred car, but consumers find that there are actually many transfers of ownership after purchase. The second is to conceal the information of vehicle defects. Such as covering up the traces of vehicle scraping or concealing vehicle maintenance records, accident records, water soaking information and so on. The third is to modify and reduce the vehicle mileage, such as when consumers buy, the dial shows that the vehicle is low mileage, but after purchase, it is found that the actual mileage of the vehicle is much higher than the mileage shown on the dial.

The price problem is in a mess. Due to the lack of transparency in the second-hand car market, consumers are unable to obtain accurate price information and are easy to be deceived or misled by unscrupulous merchants. First, the fictional source of cars, low-cost seduction. In order to increase trading opportunities, some second-hand car platforms publish false low-cost vehicle information online, and consumers come to buy cars and tell them that the vehicles have been sold. The second is to charge fees indiscriminately under the pretext. As there is no clear charging basis for second-hand car trading, some second-hand car trading markets take advantage of the opportunity to charge fees such as "license plate dismantling fee", "unmortgaging procedure", "transaction service fee" and so on. The third is to swindle the deposit. Some undesirable second-hand car operators for the purpose of illegally occupying consumers' money, after consumers have paid the deposit for the purchase of cars, artificially set up obstacles so that the vehicle can not be transferred smoothly, and defraud consumers' deposit on the grounds of consumer breach of contract.

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