It's time to draw a "red line" for after-sales chaos.

Not long ago, some media in Beijing exposed that two 4S stores were cheating on after-sales business. Not only 4S stores were involved in public condemnation, but also 4S stores of other brands were nailed with a "shame column" of dishonesty.

Among the two 4S stores arrested, one was arrested for expanding maintenance profits and defrauding customers, and the other was suspected of obtaining benefits through false maintenance projects. Both incidents occurred in the after-sales business of automobiles, which was not directly related to the quality of automobiles. In addition, auto companies stood up for the first time, resolutely safeguarded the interests of consumers, and promised to seriously deal with illegal dealers. The 4S shops involved have become the target of public criticism, and the imbalance of prices and services of 4S shops has also become the focus of discussion.

Next, the two car companies issued separate announcements to respond. Dongfeng Nissan said that it has cancelled the star rating qualification of the franchise stores involved and will strengthen supervision. Followed by SAIC Volkswagen, it also responded that the 4S shop involved was ordered to immediately suspend business and accept relevant investigations. It is worth noting that the involved car owners and 4S shops have always chosen silence in this incident. The injured car owner didn't jump out and sue the bad dealers with the help of public opinion offensive, accusing the car company; The 4S store involved did not make a public statement, acknowledging the mistake and apologizing. Everyone wants to be forgotten by the public as soon as possible with the mentality of making big things small and making small things small. Of course, in the era of information explosion, it is really not difficult to do this. No, everyone seems to have forgotten.

The contradiction did not continue to escalate, and it is easy to think of two reasons: First, automobile manufacturers and dealers comforted the owners in time and took out enough "sincerity" to douse each other's anger. Second, there is no substantial contradiction between the two parties involved, and the related business may be carried out with the knowledge of both parties.

The brain is wide open, so imagine boldly that there may be no deception between the owner and the dealer. The so-called expansion of the scope of maintenance only happened with the acquiescence of both parties, in order to apply to the insurance company for a higher compensation standard. In other words, expanding the maintenance profit is true, cheating customers and insurance may be false.

Although this is a personal guess, if you are an experienced old driver, I believe you have had similar experiences? Under the guidance of service consultants, or actively or passively participate in the cooperation with 4S stores to increase the loss limit. The reasons why the two sides can reach a tacit understanding are complicated. It may be that the insurance company's fixed loss amount is really too low, and the dealer is trying to win more profits; It is also possible that the owner wants to expand the maintenance project and solve multiple problems through one maintenance.

In another case, the "god operation" of the 4S shop maintenance technician is more like a personal behavior. The technician didn't check the specified items, and poured the throttle cleaner directly into the recycling bucket without opening it ... This working attitude is estimated to be zero tolerance even for his "master". But why can such technicians always exist in 4S shops without being discovered? Whether it is a 4S shop or a brand car factory, it is hard to blame!

Is there negligence in the service standardization supervision of car companies? Are there any guiding problems in the evaluation criteria of five-star dealers? Why do 4S shops authorized by manufacturers dare to cross the line, ignore laws and regulations and boldly seek profits? It is considered to be the 4S shop with the highest integrity. What is the reason behind adopting "fraudulent insurance and false maintenance"? Has the unequal price and service of 4S shops criticized by the public become a common problem in the industry?

4S shop is a service window for car companies to face consumers, and every word and deed represents the brand. To really maintain the brand, think about it. Punishing one or two stores can't really put an end to industry chaos. How can we eradicate it completely?

Facing the torture of these souls, let's talk about some interesting phenomena.

At the end of last year, FAW-Volkswagen released the second spare parts brand "Zhongmou" to standardize the after-sales market in a way that better meets the needs of the consumer market. Different from the original direct selling accessories, the products under the "Zhongmou" brand are produced and supplied by the original suppliers. From another point of view, the car factory openly allows 4S shops to provide customers with non-original spare parts with better prices and more reliable quality.

On the surface, this move is only that car companies provide consumers with two choices, A and B, but more importantly, car companies take the initiative to lower their posture and let 4S stores have more say in the choice of spare parts to adapt to the increasingly fierce market competition environment in the automobile maintenance industry. It is good for the healthy development of the industry to make the common "grey areas" in after-sales business public and put them within the scope of business subject to supervision at any time.

Compared with the stability of after-sales business income of joint venture brands, the customer loss of self-owned brand 4S stores is obvious. How does 4S store bring high-value experience to users? How do car owners increase the contact frequency with 4S shops? Huge user resources are a treasure house for car companies, which can complete the "secondary development" of adding, changing and purchasing, and contribute to the sustainable development of brands. Some independent brands have started to act, and Changan, SAIC and Dongfeng are all increasing their care for users.

The listing activity of SAIC iMAX8 became a user tasting meeting, and at the same time subsidized the replacement of customers 1 10,000 yuan; Changan Automobile's new generation of products launched a three-year free maintenance service commitment, and Changan Auchan also shouted the slogan of "free maintenance for life"; Dongfeng Fengxing opens an 8-year long warranty of 654.38+06 million kilometers. ...

For 4S stores, the most common complaint is not the high price, but the unequal price and service. "If you are not afraid of spending money, you are afraid of spending money!" In order to completely solve the chaos of after-sales maintenance, car companies should not only plan as a whole on the level of after-sales strategy, but also draw a red line for dealers' quality service, keep the bottom line of quality, and match high prices with good services in order to get real recognition from consumers.

This article comes from car home, the author of the car manufacturer, and does not represent car home's position.