Zhejiang Consumer Protection Committee issued annual automobile complaints, with German brands occupying the top five.

Easy Car News Recently, Zhejiang Consumer Protection Committee released the automobile complaints in 20 19-2020, among which BMW, Audi, Mercedes-Benz, FAW-Volkswagen and SAIC Volkswagen occupied the top five in the automobile brand complaints list. Before and after the Spring Festival, Zhejiang Consumer Protection Committee made an unannounced visit and conducted an online questionnaire survey on the service quality of automobile 4S stores in the province. The offline unannounced visit involved 38 4S stores in Hangzhou, Ningbo and Wenzhou, and the online questionnaire * * * was valid 1400. According to the automobile complaints and online and offline investigations in the province, an investigation and analysis report on automobile consumption complaints in the province was formed.

First, the overall complaint analysis

According to the statistics of complaints received by the Consumer Protection Committee of the whole province, from 20 19 to 2020, the system of the Consumer Protection Committee of the whole province received 538 1 piece of complaints about automobile consumption. Among them, there were 4962 complaints about traditional cars, accounting for 92.2%, and the success rate of complaint mediation was 83.9%; There were 4 19 complaints about new energy vehicles, accounting for 7.8%, and the success rate of complaint mediation was 7 1.8%.

According to the classification of automobile brands, the top ten brands with complaints are BMW, Audi, Mercedes-Benz, FAW-Volkswagen, SAIC Volkswagen, Geely, Buick, Beijing Hyundai, Roewe and Ford.

Among the top 30 automobile brands with complaints, Changan Mazda (98%), Changan (97%), FAW Toyota (95%), Guangqi Honda (9 1%) and Buick (9 1%) have higher complaint resolution rates. The top five brands with low complaint resolution rate are Zotye (52%), BYD (70%), SAIC-Volkswagen (7 1%), Dongfeng (75%) and FAW-Volkswagen (77%).

Among all the complaints, there were 2263 complaints about automobile quality, accounting for 40.3%; The number of complaints about automobile service problems was 335 1, accounting for 59.7%.

Second, the analysis of automobile quality complaints

(A) the traditional automobile quality complaints

Among the traditional complaints about automobile quality problems, the top five are automobile body accessories and electrical appliances, engines, automobile bodies, transmissions and tires.

Among them, there were 625 complaints about body accessories and electrical appliances, accounting for 3 1%. Complaints mainly involve the damage or absence of central control, computer board, instrument panel, air conditioner, headlights, audio, batteries and other accessories and electrical appliances.

There were 462 engine complaints, accounting for 23%. Complaints mainly involve engine flameout, oil leakage, jitter, abnormal noise, insufficient power and burning engine oil.

There were 222 complaints about car bodies, accounting for 1 1%. Complaints mainly involve water leakage, paint loss, dents, scratches, windshield and door damage.

Transmission complaints 17 1, accounting for 8%. Complaints mainly involve oil leakage, jitter, abnormal noise and gear shifting of the transmission.

In addition, some consumers report that quality problems occur in a short time after buying a car, and even vehicle failures occur just after opening a 4S shop, which often makes the new car a "bad car" and requires a return, which is unacceptable.

(B) complaints about the quality of new energy vehicles

Among the complaints about the quality problems of new energy vehicles, the top five are motor batteries, car bodies, car body accessories and electrical appliances, abnormal noise and engines.

Complaints about the quality of new energy vehicles mainly focus on batteries and motors, accounting for 39%. First, the cruising range has shrunk, and the actual cruising range does not match the official propaganda; The second is charging failure, such as charging time is too slow, charging is not in place, charging is not in place, and so on. Third, the battery is aging and the attenuation is serious; Fourth, the vehicle shuts down and loses power for no reason.

Some consumers have reported that the quality of some low-end new energy vehicles is not as good as expected, the battery technology is not mature, and vehicle failures occur frequently, which has certain security risks. At the same time, China's current legislation on new energy vehicles is relatively backward, and the "Three Guarantees Regulations for Household Cars" does not clearly stipulate whether batteries, motors and their main parts can be returned or not, which increases the difficulty of complaint mediation to some extent.

Third, the automobile service analysis

Among all complaints about automobile services, the top five are deposits and deposits, maintenance services, contracts and agreements, financial loans and compulsory bundling.

According to the complaints about automobile consumption in Zhejiang Province and the investigation of automobile 4S shops, Zhejiang Consumer Protection Committee sorted out eight service chaos in the current automobile consumption field:

(1) Forced bundling of consumption, depriving consumers of the right to choose. According to the complaint statistics, from 20 19 to 2020, the province's Consumer Protection Committee accepted 245 complaints about compulsory bundling of automobiles, and the main problems reflected in the complaints included bundling insurance, compulsory payment of renewal deposit, compulsory decoration and mortgage. Some operators require consumers to buy insurance from designated insurance companies and force consumers to pay renewal deposit or deposit. If the consumer does not renew the insurance in the store, the deposit will not be refunded, and some operators will not refund the deposit even after the agreed renewal deposit expires. If consumers do not buy the specified insurance, decoration and mortgage, they will not enjoy the preferential car price.

Among the 4S stores in this unannounced visit, 19 4S stores have bundled or compulsory consumption, accounting for 50%. The brands involved are mainly Audi, BMW and Guangqi Honda. Bundle sales mainly involve decoration, mortgage, insurance and maintenance. For example, a BMW 4S store in Hangzhou is forced to buy a decoration of 12800 yuan and a Yueka of 9998 yuan, and the mortgage service fee is 6000 yuan. Insurance must be purchased in the store. Although some 4S shops do not require the purchase of decoration, mortgage, etc. They made it clear that if they don't buy, they will raise the price of bare cars or other aspects. At the same time, according to the online survey results, 54% consumers have encountered compulsory consumption behavior in 4S stores.

(2) the financial loan service is not standardized, and the complaints are concentrated. According to the complaint statistics, the Provincial Consumer Protection Committee accepted 346 complaints about auto financing loan services. The problems reflected by consumer complaints are as follows: First, financial service fees are charged. Many consumers report that financial service fees are too high, which is not equal to the services they receive, and they have not clearly informed them in advance; The second is to collect the loan deposit, and the operator will not refund the deposit after the loan expires or reaches the agreed time limit; Third, the provision of financial services is unprofessional, and the staff are not clear about the conditions, qualifications and requirements for handling loans, which leads to the failure of the approval of bank loans for consumers to buy cars.

Among the 4S stores in this unannounced visit, there are 23 4S stores that charge financial service fees, accounting for 60.5%. The service fee ranges from 3000 yuan to 19050 yuan, and part of it is charged according to the loan amount. There are also 1 1 4S stores, with different installment and one-time car purchase prices. The price difference between brands ranges from 1000 yuan to 7000 yuan, involving brands such as BMW, Audi, FAW-Volkswagen, Guangqi Honda, Cadillac and Volvo.

(three) no warranty, no performance of the three guarantees. According to consumers' complaints, some 4S stores refused to provide free repair service during the three-guarantee period on the grounds that consumers were not in the store or designated 4S stores to carry out vehicle maintenance, which violated Article 27 of the Implementation Measures of Zhejiang Province. "During the three-guarantee period of household automobile products, unless the operators can prove that there is a direct causal relationship between product failures and consumers' use, maintenance or modification, they cannot be exempted from the three-guarantee responsibility."

The online survey results also show that it is common for 4S stores to shirk the responsibility of three guarantees, and consumers will not provide three guarantees service unless they carry out vehicle maintenance in their own stores or designated 4S stores. According to the online questionnaire survey, 23% of consumers said that they would not provide three-guarantee service without maintenance in designated 4S stores during the warranty period, and another 2.9% of consumers said that 4S stores would not provide three-guarantee service without regular maintenance during the warranty period.

(four) the increase in vehicle prices, temporary increase in vehicle prices. According to the complaint statistics, the province's * * * Consumer Protection Committee accepted a total of 20 1 car price complaints, and the complaints focused on vehicle fare increase and price increase. The quotation of some designated models in 4S shops is inconsistent with the public guidance price, especially some high-end imported models. Consumers want to buy, they must increase the price in addition to the car price, and the increase in sales has become the "hidden rule" of the market. Some dealers only issue invoices for car prices, not for fare increase. In addition, some dealers and consumers have agreed on the car price in advance, and when consumers come to pick up the car, they temporarily ask for a price increase.

Among the 4S stores in this unannounced visit, two 4S stores quoted higher prices for designated models than public guidance prices, involving brands FAW-Volkswagen and Buick. At the same time, according to the online survey results, 39.6% of consumers said that they had encountered the behavior of car fare increase in 4S stores.

(5) There are many disputes over the deposit, and it is easy to settle the deposit, but difficult to refund the deposit. According to the investigation of unannounced visits, 38 4S shops in this unannounced visit need to pay a deposit or deposit in advance, ranging from 2,000 yuan to 20,000 yuan. In automobile service complaints, the deposit problem is also prominent, and the province's Consumer Protection Committee * * * accepted 806 automobile deposits and deposit complaints. Some operators don't abide by the "liquidated damages for deposit" and still don't refund the deposit in case of their own breach of contract, such as failing to deliver the vehicle within the agreed time, asking for a fare increase when picking up the vehicle, and the delivered vehicle model is inconsistent with the agreement. After the consumer pays the deposit, there are also many cases in which the operator refuses to return the deposit on the grounds that the payment has not been approved or the loan interest rate is too high.

(six) maintenance confusion, it is difficult to protect after-sales rights. According to the complaint statistics, the Provincial Consumer Protection Committee accepted 534 complaints about automobile maintenance services. consumer