In 2012 CCTV 315 party gathered statistics according to various types of clues received, and ranked the top ten consumer areas in terms of complaints. Automobile complaints ranked third, followed by online shopping and express delivery.
According to statistics from CCTV 315, the number of auto complaints has increased significantly with the expansion of automobile consumption. Most of them focus on quality and safety issues, automotive after-sales services and other aspects, such as engine quality defects, unknown source of accessories, and frequent quality problems just after the maintenance period. In addition, 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 auto insurance are also prominent. According to the statistics and analysis of complaints made by Auto Complaint on the whole year of 2011, although the growth rate of automobile production and sales dropped sharply in 2011, the number of auto complaints is still increasing, and it basically covers all mainstream domestic vehicles currently sold.
Claim for compensation is ranked first
According to the statistics of Auto Complaint Network, the 2011 auto complaints presented the following six main features.
1. Claims for compensation amounted to 40%: In the complaint appeals for 2011, the proportion of complaints for “requirement for compensation†reached 38.67%, which exceeded the demand for “repair†for the first time, thus becoming the first major demand for car owners to safeguard their rights. The main purpose of the appeal is to require the manufacturer (or 4S shop) to compensate for the loss caused by the vehicle breakdown or service, but there is no clear regulation on this content in the current regulations, which directly leads to whether the owner and the manufacturer (or 4S shop) are from There is a huge difference in the amount of compensation to the amount of compensation, which ultimately leads to a sharp increase in such appeals.
2. SUV complaints soared by 40% year-on-year: The number of complaints received by the 2011 Auto Complaint Network on the SUV was 693, an increase of 41.14% year-on-year. This was related to the increase in the number of insured people. It also caused some new cars to relax due to rush listing or strong demand. Related to quality standards.
3. More than half of the complaints related to services: 18.75% of the complaints were generated only for services. 32.59% of vehicle owners complained about quality and service at the same time, indicating that 51.34% of complaints involved service problems, although they were down from 70.92% in 2010. Nearly 20 percentage points, but only complaints about service issues increased by 8 percentage points from 10.48% in 2010, indicating that most of the current service problems are at the time of sales.
4. One-third of the complaints related to bodywork and electrics: As there are many parts involved in bodywork and electrical appliances, the number of complaints ranks first among many parts, accounting for 32.76% of the total number of complaints in 2011, up by 24.51% year-on-year. Percentage points, the main complaints include: noise, resonance, air conditioning, navigation and other issues;
5. Nearly Bacheng complaints can be replied in half a month: 61.75% of complaints can be actively handled by enterprises and feedback results within a week, up by nearly 10% from 52.27% in 2010, and 14.13% of complaints can be within half a month. After receiving the reply, that is to say, 75.89% of the complaining companies can respond to the results within half a month, which is a year-on-year increase. This shows that most companies pay more and more attention to the owners' complaints.
6. 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 13% higher than the 30.58% in 2010, but the year-on-year increase in complaints amounted to 47.22%, and in 2011, The sales volume of self-owned cars accounted for only 29.1%, which is actually a negative growth.
The quality of the new car is still worrying
According to the report of Auto Complaint Network, the most complaints in the price range of 80,000 to 120,000 yuan in 2011 accounted for 32.35% of the total volume of complaints, and this price range is also the most concentrated price range of hot models, so the base number When the situation is large enough, the amount of complaints directly leading to the price range of 80,000 to 120,000 yuan is too high, compared with 31.57% in 2010, the complaint rate is still rising; in addition, 50,000 to 80,000 yuan and 8 After accumulating the two price ranges from 10,000 yuan to 120,000 yuan, the proportion of complaints in the price range from 50,000 yuan to 120,000 yuan has exceeded 60%. The volume of complaints in the price range of more than 350,000 has decreased, which means that in the luxury car market, although the sales volume has increased significantly in 2011, manufacturers have not disappointed consumers in the control and management of quality and services.
However, 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. As more and more new cars are listed, they have not brought good influence on the quality of new cars. According to statistics released recently by the General Administration of Quality Supervision, Inspection and Quarantine (AQSIQ), in 2011, consumer complaints concerning automotive products ranked first in complaints about new vehicle failures within two years, and complaints about auto-ignition increased fastest. According to the report of Auto Complaint Network, the complaints generated during the break-in period accounted for 24.96% of the total complaints in 2011, which indicates that the quality of the new car has not been improved.
Beijing car owners emphasize defect recall
According to the statistical analysis of the Auto Complaint Network, as far as Beijing is concerned, auto complaints also have their own characteristics.
1. Complaint of ultra-compact complaints for compact cars in Beijing: In 2011, the number of complaints in Beijing was 481, of which 308 were complaints for compact cars, accounting for 64.03% of the total complaints in Beijing.
2. The number of complaints from the Beijing joint-venture brand was twice that of the self-owned brand: the number of complaints of the joint-venture brand was 321, accounting for 66.74% of the total complaints in Beijing; the number of complaints of the independent brand was 143, accounting for 29.73% of the total complaints in Beijing; the joint venture brand was high. Twice as many as its own brand, which is related to the consumption structure of cars in Beijing.
3. More car owners emphasized the recall of enterprises: In the complaints of Beijing in 2011, the body, electrical, engine, and transmission were the main complaints. The proportion of complaints requiring maintenance, compensation, and recall is 104.99%, of which the proportion of complaints requiring corporate recalls is as high as 29.94%. The main reason is that the appeal for recall is initiated in response to commonality problems.
According to statistics from CCTV 315, the number of auto complaints has increased significantly with the expansion of automobile consumption. Most of them focus on quality and safety issues, automotive after-sales services and other aspects, such as engine quality defects, unknown source of accessories, and frequent quality problems just after the maintenance period. In addition, 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 auto insurance are also prominent. According to the statistics and analysis of complaints made by Auto Complaint on the whole year of 2011, although the growth rate of automobile production and sales dropped sharply in 2011, the number of auto complaints is still increasing, and it basically covers all mainstream domestic vehicles currently sold.
Claim for compensation is ranked first
According to the statistics of Auto Complaint Network, the 2011 auto complaints presented the following six main features.
1. Claims for compensation amounted to 40%: In the complaint appeals for 2011, the proportion of complaints for “requirement for compensation†reached 38.67%, which exceeded the demand for “repair†for the first time, thus becoming the first major demand for car owners to safeguard their rights. The main purpose of the appeal is to require the manufacturer (or 4S shop) to compensate for the loss caused by the vehicle breakdown or service, but there is no clear regulation on this content in the current regulations, which directly leads to whether the owner and the manufacturer (or 4S shop) are from There is a huge difference in the amount of compensation to the amount of compensation, which ultimately leads to a sharp increase in such appeals.
2. SUV complaints soared by 40% year-on-year: The number of complaints received by the 2011 Auto Complaint Network on the SUV was 693, an increase of 41.14% year-on-year. This was related to the increase in the number of insured people. It also caused some new cars to relax due to rush listing or strong demand. Related to quality standards.
3. More than half of the complaints related to services: 18.75% of the complaints were generated only for services. 32.59% of vehicle owners complained about quality and service at the same time, indicating that 51.34% of complaints involved service problems, although they were down from 70.92% in 2010. Nearly 20 percentage points, but only complaints about service issues increased by 8 percentage points from 10.48% in 2010, indicating that most of the current service problems are at the time of sales.
4. One-third of the complaints related to bodywork and electrics: As there are many parts involved in bodywork and electrical appliances, the number of complaints ranks first among many parts, accounting for 32.76% of the total number of complaints in 2011, up by 24.51% year-on-year. Percentage points, the main complaints include: noise, resonance, air conditioning, navigation and other issues;
5. Nearly Bacheng complaints can be replied in half a month: 61.75% of complaints can be actively handled by enterprises and feedback results within a week, up by nearly 10% from 52.27% in 2010, and 14.13% of complaints can be within half a month. After receiving the reply, that is to say, 75.89% of the complaining companies can respond to the results within half a month, which is a year-on-year increase. This shows that most companies pay more and more attention to the owners' complaints.
6. 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 13% higher than the 30.58% in 2010, but the year-on-year increase in complaints amounted to 47.22%, and in 2011, The sales volume of self-owned cars accounted for only 29.1%, which is actually a negative growth.
The quality of the new car is still worrying
According to the report of Auto Complaint Network, the most complaints in the price range of 80,000 to 120,000 yuan in 2011 accounted for 32.35% of the total volume of complaints, and this price range is also the most concentrated price range of hot models, so the base number When the situation is large enough, the amount of complaints directly leading to the price range of 80,000 to 120,000 yuan is too high, compared with 31.57% in 2010, the complaint rate is still rising; in addition, 50,000 to 80,000 yuan and 8 After accumulating the two price ranges from 10,000 yuan to 120,000 yuan, the proportion of complaints in the price range from 50,000 yuan to 120,000 yuan has exceeded 60%. The volume of complaints in the price range of more than 350,000 has decreased, which means that in the luxury car market, although the sales volume has increased significantly in 2011, manufacturers have not disappointed consumers in the control and management of quality and services.
However, 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. As more and more new cars are listed, they have not brought good influence on the quality of new cars. According to statistics released recently by the General Administration of Quality Supervision, Inspection and Quarantine (AQSIQ), in 2011, consumer complaints concerning automotive products ranked first in complaints about new vehicle failures within two years, and complaints about auto-ignition increased fastest. According to the report of Auto Complaint Network, the complaints generated during the break-in period accounted for 24.96% of the total complaints in 2011, which indicates that the quality of the new car has not been improved.
Beijing car owners emphasize defect recall
According to the statistical analysis of the Auto Complaint Network, as far as Beijing is concerned, auto complaints also have their own characteristics.
1. Complaint of ultra-compact complaints for compact cars in Beijing: In 2011, the number of complaints in Beijing was 481, of which 308 were complaints for compact cars, accounting for 64.03% of the total complaints in Beijing.
2. The number of complaints from the Beijing joint-venture brand was twice that of the self-owned brand: the number of complaints of the joint-venture brand was 321, accounting for 66.74% of the total complaints in Beijing; the number of complaints of the independent brand was 143, accounting for 29.73% of the total complaints in Beijing; the joint venture brand was high. Twice as many as its own brand, which is related to the consumption structure of cars in Beijing.
3. More car owners emphasized the recall of enterprises: In the complaints of Beijing in 2011, the body, electrical, engine, and transmission were the main complaints. The proportion of complaints requiring maintenance, compensation, and recall is 104.99%, of which the proportion of complaints requiring corporate recalls is as high as 29.94%. The main reason is that the appeal for recall is initiated in response to commonality problems.
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