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Recently, the China Quality Association User Committee, Tsinghua Automotive Engineering Research Institute, and Renren.com jointly released the report on the analysis of China's automotive product quality and service quality in the third quarter of 2008. Statistics show that consumers still make up the majority of complaints concerning the quality of automotive parts and quality of service issues. At the same time, the user’s concern for safety has increased significantly. In typical complaints, complaints about the quality of tires have been prominent. In addition, complaints about engines and gearboxes are still on the rise.
In the third quarter of 2008, a total of 1,705 complaints were received from users, among which 1483 were valid complaints. The main complaint methods are internet and telephone (fax). Companies involved include dozens of domestic automobile manufacturers such as FAW-Volkswagen, Shanghai Volkswagen, Dongfeng Citroen, SAIC-GM-Wuling, Shanghai GM, Changan Ford, Shanghai Automotive, Guangzhou Honda, Tianjin FAW, Guangzhou Toyota, Geely Automobile and Chery Automobile.
The analysis shows that there are three major characteristics in the complaints regarding the quality and service quality of automotive products in the third quarter:
First of all, complaints on engines and gearboxes increased compared with the second quarter, mainly due to problems such as large engine oil consumption, automatic gearbox transmission and manual gearbox transmission.
Secondly, in terms of typical complaints, complaints about safety issues such as tires and brake systems are prominent. Complaints mainly focus on automotive products that cost between 50,000 yuan and 200,000 yuan. The problems reflected in the tires mainly include tire bursts, bulges, and cracks. The time spent on car products reflecting tire problems was mostly after June 2006. Mileages were mainly within 10,000 kilometers, and most of them were bought within six months. Tires There is a problem.
Once again, the disputes of new cars (mostly vehicles purchased within half a year) are often caused by repeated failures of the same fault or problems in key components. The owner proposes to withdraw his car and change trains, but the repair station can only be repaired without replacement, and multiple repairs cannot be performed. Solution caused.
In the third quarter of 2008, all complaints, complaints resolution rates, and user feedbacks of the National Users Committee's Auto Quality and Service Tracking Station were reviewed. After-sales problems were handled by well-qualified auto manufacturers: Shanghai Volkswagen, SAIC-GM-Wuling, Shanghai Maple Auto, Chery Automobile, Beiqi Foton, Guangzhou Honda.
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