3.15 Vehicle Maintenance: How to Normalize Quality Supervision

The annual "3·15" has arrived again. With the increasing supervision of the media and the tenacious growth of the media, the “3·15” has become more and more terrible. The majority of the media are riveting, hoping to make a breakthrough through explosive cases; more consumption. The complainants usually have nowhere to complain, and they can only tell their "lyricism" through various channels at this time; while the manufacturers are frightened during this period of time, lest they be "protected" and "typical" - of course, To bring out the contempt for the rights of consumers in Chinese society.

In fact, over the past two years, this newspaper’s car weekly has also captured a lot of typical examples. From Toyota’s recall of the door to the Wrangler’s spontaneous combustion, from the BYD airbag door to the Lamb Yat Tyre incident, we once hoped to pass through these lively ones. Cases will increase efforts for China's auto consumption rights protection, and it is also hoped that the once-a-year “3·15” will not become a commercial show. However, the practice in two years has proved that too much tangling to a certain detail cannot really promote the progress of consumer rights protection. Instead, we call for the establishment of a sound automobile regulatory system and implementation standards, and promote the construction and development of a more harmonious automobile society, so as to protect consumers' rights and interests from a broader perspective.

It is worth noting that prior to “3·15”, the Legal Affairs Office of the State Council and the General Administration of Quality Supervision, Inspection and Quarantine announced the Regulations on the Administration of Recall of Defective Automobile Products (Consultation Draft) and the Provisions on the Responsibility of Repairing, Replacing, and Returning Household Automobile Products. "Second Consultation Draft"", which indicates that the recall regulations and automobile three-bag regulations that are closely related to consumers may be expected to be introduced within the year. This can be regarded as a rare good news for consumers waiting for rights protection.

Since 2000, Chinese cars have begun to enter the “Golden Ten Years,” with annual sales of cars reaching 20 million units and holdings exceeding 100 million. However, in such a super car country, there has been no corresponding laws and regulations to escort. It is understood that the current "Regulations on the Recall of Defective Automobile Products" has been formally implemented since October 1, 2004. In more than 7 years, a total of 370 vehicles have been recalled and more than 6 million vehicles have been recalled. The number and quantity of recalls are extremely inconsistent with the scale of the largest market in the world.

Compared with the recall, the much-anticipated car "Three Guarantees" was a drag for seven years. “Only the law has no law, which is the source of confusion and helplessness for many consumers in China during the process of rights protection.” Luo Lei, deputy secretary-general of the China Automobile Dealers Association, stated that under the current auto consumption pattern, a legal system for the recall of automotive products should be established. It is very urgent. Only in this way can we increase the illegal cost of enterprises, establish a compensation mechanism for consumers, effectively protect the lives and property of consumers, and protect the legitimate rights and interests of consumers.

According to data released by the China Consumers Association recently, in 2011, the National Association for Consumers Association accepted a total of 16,805 auto complaints, an increase of 19.2% year-on-year, and the number of complaints reached a record high. More than half of the auto complaints involving quality and safety issues accounted for 54.7%, and complaints involving quality disputes exceeded 80%. Among them, the proportion of complaints for engines, transmissions, brake systems and tires has been on an upward trend and has become the focus of complaints at present. The vehicles in question are mostly concentrated in the price range of 80,000 to 200,000 yuan. In addition, the contract and after-sales issues are also major issues in complaints about auto consumption.

Judging from the analysis of car brands, the complaints for the joint venture brand models have increased rapidly, and the complaints for imported cars have also increased. From the model category analysis, small cars, compact cars and medium-sized cars are the focus of complaints. The sum of the three accounts for more than 80% of the total complaints, of which the complaint rate for compact cars is as high as 49.5%. In addition, judging from the time when complaints occurred, the proportion of vehicles that had problems within two years accounted for 70% of the total complaints. This indicates that the rate of vehicle problems during the warranty period is relatively high, and the mileage of new cars has become shorter and shorter. The quality of the new car needs to be improved.

According to the summary statistics of all types of clues received by CCTV's “15 Party”, the complaints ranked in the top ten consumer areas, and the automotive complaints ranked third, followed by online shopping and express delivery. The “15th Evening Party” report stated that as the consumption of automobiles has grown, the number of complaints for automobiles has increased significantly. Most of them focus on quality and safety issues, automotive after-sales service and other aspects, such as engine quality defects, unknown source of accessories, and frequent quality problems just after the warranty period. In the process of car sales, the problem of intentionally concealing the true condition of the car, the attachment of the vehicle, and the tying of the automobile insurance are also more prominent.

According to the statistics and analysis of complaints made by Auto Complaint on the whole year of 2011, although the growth rate of auto production and sales dropped sharply in 2011, the number of auto complaints is still increasing. It basically covers all current domestic mainstream car models and shows the following 4 Main features: First, the amount of claims for compensation accounted for 40%: In the 2011 complaint appeal, the proportion of complaints for “requirement for compensation” reached 38.67%, which exceeded the demand for “maintenance for the first time” for the first time, and thus became the first priority for car owners to maintain their rights. The main purpose of the owner’s appeal is to ask the manufacturer (or 4S shop) to compensate for the loss caused by the vehicle breakdown or service. However, there is no clear regulation on this content in the current regulations, which has led to a sharp rise in such appeals. .

Secondly, SUV complaints have soared by 40% year-on-year. The 2011 Auto Complaints Network received a total of 693 complaints from SUV owners, an increase of 41.14% over the same period of last year. This is related to the increase in the number of insured customers. It is also due to the hurried listing of some new vehicles or strong demand. Relaxation of quality standards. Third, more than half of the complaints related to services. Among them, only 18.7% of complaints were generated against services, and 32.6% of vehicle owners complained about quality and service at the same time, a total of 51.3%. Fourth, the amount of self-owned brand complaints increased by nearly 50% year-on-year: In 2011, the share of complaints from independent brands reached 43.72%, which was a 13% increase from 30.58% in 2010, but the amount of complaints increased by 47.22% over the same period of last year. The sales volume of sedan is only 29.1%, which is actually a negative growth.

The report shows that the most complaints in the price range of 80,000 to 120,000 yuan in 2011 accounted for 32.35% of the total complaints, and this price range is also the most concentrated price range of hot models. In addition, the proportion of complaints in the price range of 50,000 to 80,000 yuan is also close to 30%. The volume of complaints in the price range of more than 350,000 has decreased, which means that although the sales volume of the luxury car market has risen significantly, manufacturers have not disappointed consumers in the control and management of quality and services.

People in the industry believe that with the dramatic increase in the number of new cars and the gradual dive of new car prices, the quality of new cars has become more and more important to consumers. According to statistics released recently by the General Administration of Quality Supervision, Inspection and Quarantine, in 2011, consumer complaints concerning automotive products ranked first in complaints about new vehicle failures within two years, and complaints about auto-ignition increased at a faster rate. This indicates that the quality of new cars has not been resolved. Improved.

In fact, the “3.15” is only once a year. We don’t want to supervise the quality of automotive products for only one day. After “3·15” was over, the public opinion supervision in the media began to relax and the manufacturers finally breathed a sigh of relief. , And consumers are once again faced with the situation of "no complaints". What is gratifying is that the relevant leaders of the Quarantine Division of the General Administration of Quality Supervision, Inspection and Quarantine have stated that the "Regulations on the Recall of Defective Automobile Products" has been listed in the State Council's legislative plan and will be introduced within the year.

This should be the most exciting news I heard during the "3·15" this year.