As the consumer's most commonly used consumer goods, consumer complaints have attracted the attention of consumers. The reporter learned from the Dongguan Automobile Maintenance Trade Association yesterday that last year the association received a total of 294 written complaints and 870 telephone complaints. A total of 312 experts were dispatched, of which more than 90% of complaints were effectively resolved. In addition, the reporter also organized several cases that took place last year, hoping that you can be a striking owner.

The use of one-month tires in new cars has broken down

Last year, Mr. Chen spent more than 1 million yuan to buy a branded car. However, less than a month after driving, the tires of the car have been gradually packed. Mr. Chen said that when he bought a car, the salesman advised him to change other tires. As a result, the car's land strength would be more stable. For this reason, Mr. Chen spent another 100,000 yuan to replace the tires of the original car. , For the salesman suggested tires, as a result, contrary to expectations, newly purchased tires have problems in one month. To this end, Mr. Chen will drive the car to the brand's 4S shop, ask the other party to install the original car tires and compensate for the loss.

Afterwards, after investigating the 4S shop, Mr. Chen helped Mr. Chen install the original car tires and sent Mr. Chen two maintenance and small gifts.

Comments: In the current automobile sales industry, many 4S stores have tasks for salesmen, that is, salesmen are required to promote quality products such as tires and original navigation products. For these, in addition to high prices, do not know whether the original car is in line with the case of Mr. Chen bought a tire that does not match his car, it would be inappropriate. Therefore, it is recommended that 4S stores promote these products at the same time, hoping to consider whether it is suitable for vehicles purchased by consumers, rather than blindly promoting sales profits to consumers.

Complaint: 90% are effectively resolved

According to data released by Dongguan Automobile Maintenance Industry Association, a total of 294 complaints were received in writing last year, 870 complaints were received by telephone, and 312 experts were sent, of which more than 90% of complaints were effectively resolved.

It is understood that in the automotive complaints, mainly focused on products, maintenance quality and after-sales service, complaints about the quality of the car mainly in the engine abnormal sound, oil leakage, failure, damage to the body and other issues. In addition, there is no clear code price for temporary sales of tight models; the “problem vehicles” including accident vehicles and maintenance vehicles are refurbished and sold without notification to consumers; technical pitfalls such as brakes and transmissions are also complaint hotspots.

4S shop: work hard to do after sales

“We received customer complaints, will do a good job the first time, and carefully check for the owners, but also to provide owners with spare vehicles to avoid vehicle owners without vehicles.” Guantai Road, a well-known 4S responsible person said.

It is understood that most of the consumer problems will be directly found in the 4S shop to solve, and the big problems will generally complain to the Consumer Association or the Automobile Repair Industry Association.

Some experts believe that if it is not a professional, it is difficult to figure out what the performance and safety of a car is. The auto consumption rights protection not only involves professional and technical issues, but also involves the issue of evidence collection. Therefore, the cost and efficiency of rights protection are low, and it needs to be continuously improved.

Consumer: We are looking forward to the “Three Guarantees” policy of the automobile. Since September 20 last year, the General Administration of Quality Supervision, Inspection and Quarantine drafted the “Responsibility Regulations for the Repair, Replacement, and Return of Household Automobile Products (Consultation Draft)” (hereinafter referred to as the “Three Guarantees”). , and publicly soliciting opinions from the community. On January 16 this year, the General Administration of Quality Supervision, Inspection and Quarantine promulgated the "Responsibility Regulations for the Repair, Replacement and Return of Household Automobile Products (Second Consultation Draft)" to publicly solicit opinions from the public. At the same time, on February 3, the Legal Affairs Office of the State Council publicly solicited opinions on the Regulations on the Administration of Recall of Defective Automobile Products (Draft for Soliciting Opinions). The closing date is March 4.

At present, the second public solicitation of the “Responsibility Regulations for the Repair, Replacement and Return of Household Automobile Products (Consultation Draft)” drafted by the General Administration of Quality Supervision, Inspection and Quarantine has come to an end and the public is expecting that the automobile “Three Guarantees” policy will be launched soon.

"After the introduction of the automobile three bags, consumers have encountered problems with the quality of their cars when they complained," said Zhang Huawen, secretary-general of the Dongguan Automobile Maintenance Industry Association.

case analysis:

Accident vehicles are sold at new car prices

Mr. Mo bought a imported car of a certain brand last year. Due to some breakdowns in the use of the car, he went to the 4S store for inspection. The maintenance staff told him that his new car had been damaged. Mr. Mo was very depressed at the time because he had bought a new car and the dealers had sold him as a new car. For this reason, he sought justice from the 4S shop, but the 4S shop said that after the car has been sold, it can only find relevant institutions to verify it.

Comments: After professional testing, it was determined that the car had a major accident. The car had an accident when it was not sold to Mr. Mo. As a dealer, he should not conceal this matter, and he should not assume responsibility for selling the car as a new car.

The new car traveled 500 kilometers and went off 4 times. In March of last year, Mr. Lin spent more than 700,000 yuan to buy an imported SUV. However, when the mileage was 500 kilometers, the car had four automatic flameouts.

After complaints to the media and related departments, and after authoritative testing, 4S Store finally promised to replace a brand new car for Mr. Lin, and promised to return the owner insurance loss of 7,000 yuan, and to return to Mr. Lin before buying the pedal cost 15,000 yuan. A total of 22,000 yuan.

Comments: This case caused great concern last year. Although the final test was the quality of the car itself, the 4S shop eventually agreed to replace it. However, if the car owner did not complain to the media or to the association, wouldn’t they know if it would be returned?

Who is responsible for the responsibility of flying across the river?

On February 16th, Dongguan Automobile Maintenance Association received help from Mr. Leung: At 5 o'clock on the same day, he drove on the Dalang section of the Changhu Expressway. Suddenly he was touched by a stone. He then checked off and found no abnormality. He continued to drive to the upper village. At the time of exit, the indicator lights up, and when the vehicle is stopped, it is found that the water leaking in the tank causes the engine to overheat.

Mr. Liang purchased a car at the Shigu 4S shop at the end of September 2010. The current itinerary is about 15,000 kilometers. Liang Sheng said: The water temperature indicator has not shown any abnormality during the leakage process. As a novice, how do you know that a problem has occurred and can make accurate judgments? How should the responsibility be determined?

After receiving a phone call from Mr. Leung, the Municipal Automobile Maintenance Trade Association immediately arranged a professional to visit the 4S shop to learn about the relevant situation. After communicating with the 4S shop technicians and checking the vehicle, the conclusion reached was that the vehicle was struck by rocks. After the water tank leaked, the vehicle owner continued to drive because the owner failed to detect the rise of the water temperature gauge and the water tank leaked, eventually causing the engine to overheat and fever. The city’s automobile maintenance industry association coordinated with the owner and the 4S shop to decide: The insurance company is responsible for compensating the water tank; the owner is responsible for the engine problem.

Comments: The owner of vehicles before using the vehicle should carefully look at the vehicle operating instructions, at any time pay attention to vehicle conditions, dashboard changes in instrumentation, found problems and promptly stop the inspection, otherwise there will be engine pulling cylinder.