China Automobile Association: Automobiles and Components Complaint Frequently in Disputes in Dealing with Severe Disasters

Recently, the China Consumers Association (hereinafter referred to as "China Automobile Association") released an analysis of complaints received by the National Association of Consumers Association in 2017. According to statistics, in the whole year, the National Association for Consumers Association accepted a total of 726,840 complaints from consumers, and solved 552,398 complaints. The complaint resolution rate was 76%.

Among them, a total of 54,536 complaints were lodged in the transport sector, which represented a slight increase of 0.55% year-on-year. Although the changes were modest, they still ranked second in the category of complaints for major commodities. In the specific commodity complaints, the number of complaints for automobiles and parts reached 34,063, ranking first in commodity complaints.

CAAC pointed out that the quality of automobiles and spare parts is serious, and there are many complaints about service disputes such as vehicle inspection, vehicle inspection and agency procedures in car sales.

According to statistical analysis, the main problems reflected by consumers are: First, conceal the real conditions of car scraping, touch-up paint, damaged paint, etc., and even the phenomenon of secondary sales of accident cars and problem cars; second, the quality of the car itself. However, there was a battery failure, the car puts out quality problems such as automatic turn-off for 3 months, etc. Thirdly, the vehicle maintenance technology is hard, the repair service quality is poor, and repairs can not be ruled out for many times; the fourth is the unauthorized use of quality price. Insufficient auto parts, not using the original parts as agreed, but replacing the parts with inferior ones, etc.; Fifth, there is a financial service fee when a consumer loan is used to collect a car, or even a car certificate cannot be obtained after the vehicle is delivered. Sixth, contract disputes, dealers do not fully fulfill the obligation to inform the terms of the contract, and the contract terms are ambiguous, there are dealers unilaterally aggravate consumer obligations, reduce their own responsibility.

According to China Automobile Association News, Mr. Xiao, a consumer from Ji'an County, Jiangxi province, scheduled a car at the car auto show in Ji'an City on September 26, 2017, for a price of 104,900 yuan. Later, he went to a car company in Ji'an County to look after the car and pay the relevant funds, purchased the compulsory insurance and commercial insurance, and entrusted the car company to apply for a license. On September 29, when Mr. Xiao arrived at the store to pick up the car, he found scratches on the trunk lid of the rear of the vehicle. He suspected that it was an accidental car, but he failed to negotiate with the operator.

Therefore, Mr. Xiao complained to the Consumer Association of Ji'an County, and after checking and checking in Ji'an County, the scratches on the lids of the trunks purchased by consumers were caused by the operation errors of the car washers. After the Ji'an County Consumer and Harmony Solution, the two parties reached an agreement that the operators would give the consumers a maintenance service with a price of 600 yuan.

In another example, on March 12, 2017, Mr. Cheng Cheng purchased a car at Tianjin Yixing Cheng Automobile Sales Co., Ltd. (Roewe 4S shop). On that day, the consumer and the operator signed a car contract and paid a full payment. Both parties agreed to consume. The company provides ID cards and shakes the license plate number indicator to the 4S shop sales staff. The 4S shop is responsible for giving the consumer a license, applying for insurance, and paying various taxes. Afterwards, consumers must postpone mentioning the car for some reason. The 4S sales staff informed that the consumer's car purchase index has been printed and the car can be provided before October. Consumers negotiated with the 4S sales staff to get the car in July. When the consumer mentioned the car to the 4S shop, he was told that the 4S shop had not been handled by the license plate number indicator, and the license plate number indicator was invalid.

Helpless consumers complained to the local consumer association for mediation, demanding that the 4S shop compensate its purchase index. After mediation, 4S shop compensated consumers with 13,000 yuan, and consumers used other channels to obtain licenses.

In addition to service issues, quality issues can not be ignored. According to the 2017 Automotive Complaint Report released by Car Quality Network, the third-party automotive quality evaluation platform in China, in 2017, the platform received a total of 50,770 complaints against valid issues, and the volume of complaints increased by 13.5% compared to 2016, involving 179 domestic sales. More than 890 models of the car brand.

Including engine, transmission and body accessories and electrical appliances, complaints ranked the top three. The problem of the quality of new cars has also become increasingly prominent. There have been more than 10,000 complaints of failures in one month. The report pointed out that "in recent years, there has been a rapid increase in the number of auto complaints, and users' awareness of the quality of auto products has gradually increased."