The auto industry has become a complaint "disaster-hit area"

The overall user complaints about the distribution of 9 major issues

A summary of the various clues received by the CCTV 3-15 party in the past just in the past showed that complaints ranked in the top ten consumer areas and auto complaints ranked third. In recent years, the number of motor vehicles in China has surged and the country has surpassed 100 million. While the automobile "flyed" into the homes of ordinary people, complaints and rights protection in the automobile consumption have been increasing day by day, becoming a new "hard-hit area" for consumer complaints.

Complaint content varies With the development of the automobile industry, more and more consumers have more mature and practical demands for vehicles. They not only pay attention to the appearance of the vehicle, but pay more attention to the quality stability of the vehicle.

According to the Ipsos survey, consumers of joint venture brand models will have more complaints about engine quality, but there are relatively few complaints about faults in driving experience; imported models have relatively the least complaints about quality, and this type of consumption The complaints regarding the driver’s failure in driving experience are obviously more than those in Other areas, and there are relatively few complaints about faults in gearboxes and gear shifts; consumers of self-owned brand models will have more complaints about the quality of body appearance. At the same time, they also have more complaints about interior trim than other regions, and they have less complaints about engine faults than those of other two car owners.

Complaints about engine problems are the most concentrated. From the overall perspective of the country, consumer complaints about engines are the most concentrated, accounting for 34.3% of the total complaints. Among specific fault points, abnormal engine noise, engine oil leakage and tire problems are complaints from consumers. The most concentrated problem, in addition to more owners of the engine to reflect the more serious failures, and directly led to the situation can not drive, such as engine explosion, spark plug fragmentation, oil pump damage.

Complaints about driving experience took second place, accounting for 24% of the total complaints. The main problems are focused on abnormal sound at the bottom of the car and various types of tire failures. At the same time, there are also many complaints from consumers about suspension failures, shocks, and fractures. Complaints about the appearance of the body are also relatively high, accounting for 11.5% of the total complaints. Mainly concentrated in the body of sheet metal corrosion, body paint and wind dry and other issues.

The longest period of complaints for imported vehicles is in China, and consumers are actually in a weak position. “The situation in which buying a car is easy to fix a car, and returning is difficult to get on the blue sky” has not changed. For Chinese consumers, it is the after-sales service. For car owners, the after-sales service of a car is a topic closely related to car repair and car use. The level of satisfaction of consumers with after-sales service has a great influence on consumers' loyalty and satisfaction with the brand. degree.

From the survey of Ipsos, it can be seen that there is a certain difference in the response rate of the major car manufacturers for vehicle owners' complaints. From the perspective of the response rate, the joint venture brand manufacturers or distributors have the highest proportion of complaints to owners, reaching 55.7%, while the import brand's response rate in this survey is slightly lower than the joint venture brand, which is 54.8%. In this regard, there is an urgent need to strengthen the current response rate is only 51.2%, significantly behind the joint venture brand.

In the reply period, the joint-venture brand performed the best. It took only 31 days to answer and solve the problem. The response period of the imported model was the most unsatisfactory, requiring an average of 48 days for the consumer to receive the product from the manufacturer or distributor. Solution reply.