·Automotive products have entered the new normal of consumer disputes

As the largest information collection platform for defective automobile products in China, China Automotive Quality Network, a subsidiary of China Quality News, received a total of 28,230 complaints from car owners in 2014, involving 131 automobile brands and 609 models. Although the growth rate of complaints has declined, automotive products have entered the new normal of consumer disputes.
Compared with the previous two years, the number of complaints in 2014 was relatively stable, and there was no major ups and downs caused by the “3.15 effect” in March and April of 2013. In 2014, there were more than 2,000 complaints in 10 months. In August, the number of complaints reached more than 3,000 for the first time. This also created a historical record of the number of complaints from the China Automotive Quality Network.
Compared with the 2013 data, although the number of complaints from the joint venture brand was the largest in 2014, the chain data showed that the proportion of self-owned brand complaints increased by 30.6%, and the growth rate of complaints was the highest. Referring to the sales data released by the China Automobile Association, the growth rate of complaints of self-owned brands in 2014 was 7.5 times that of sales growth. The joint venture brand complaints growth rate was 25.1%, which was 2.5 times the sales growth rate. Imported brands performed relatively well, and the volume of complaints and sales volume increased almost the same, both at around 20%, but the proportion of complaints increased slightly.
In 2014, the number of complaints from German brands was second only to independent brands, followed by American brands, while Korean brands had the least complaints, accounting for only 3% of total complaints. In terms of sales volume, the German brand sales in 2014 are also second only to independent brands, which is consistent with the complaint status. However, it is worth noting that in 2014, Japanese brand sales were nearly 500,000 units higher than the US brand, while the number of complaints in the same period was less than 1600 than that of American brands. From this point of view, the reliability of Japanese brand products is relatively good. .
According to the historical data of high SUV disputes, the complaint curves of various models in 2014 are highly consistent with 2012 and 2013. The number of complaints about compact cars is still the largest, followed by SUV models, which are also the two best-selling models in China. However, in view of the two-year growth rate, the growth rate of complaints about compact cars has slowed down, while the growth rate of SUVs has increased. What is more surprising is that in 2014, the complaints of medium and large-sized vehicles have the highest growth rate, which has doubled. At the same time, the number of complaints from multiple models in 2014 showed a downward trend, including mini-cars, small cars, luxury cars, MPVs and sports cars.
From the analysis of the production period of the complaint involving the vehicle, the complaints in 2014 were generally concentrated in the vehicles purchased in 2013-2014. Compact cars involve the most vehicles in 2013, while SUVs and vans involve the most vehicles sold in 2014.
There are many new car problems under the full moon. Under normal circumstances, many consumers will face the choice of changing cars after 6 years of use. According to the analysis of vehicle complaints from 2014 to 2014, although the highest number of complaints in 2014 was in 2013, the 2012 and 2013 complaint data showed that the most concentrated complaints in the past three years were 12 years. The number of 14-year complaints was 5,235, ranking third, and the trend of new car complaints is not optimistic.
According to the data, in 2014, the number of complaints about the use of vehicles within one year was the highest, with 18,264,000 of them accounting for 65% of the total complaints; complaints about problems with vehicles using 1-3 years and complaints caused by problems within one month It also accounts for about a quarter.
Complaints on hot quality issues were concentrated in the 2014 complaints. Complaints about engines, gearboxes, body accessories and electrical appliances are still relatively concentrated. However, from the perspective of the growth rate of the ring, the front and rear axles, suspension systems and tires are undoubtedly complaints in 2014. Two hot spots. Among them, the front and rear axles and suspension systems have increased by 2 times, and the number of tires has also doubled. In addition, the brake system, steering system and engine have increased by more than 50%. In contrast, clutch-related complaints became the only decline in 2014, a decline of 31.4%.
Due to the large number of self-owned brands and the large number of complaints, many data in 2014 were much higher than other brands, and the number of complaints involved in engine problems was the highest. The number of complaints about the front and rear axles and suspension systems of the German brand is the largest in both horizontal and vertical directions, mainly due to the impact of the rear axle longitudinal arm fracture. The tire problem in the US brand is the most prominent. The 2014 data shows that the volume of complaints is even higher than the sum of other departments due to the impact of Goodyear tires. In the law brand complaints, the engine problem is the most. In the thousands of complaints involving engine problems, some models reflect that the complaints about burning oil are more concentrated.
Doubled after-sales service disputes The number of complaints related to service issues in 2014 was the most obvious. There were 5,103 simple service problems and comprehensive problems, which was more than double the sum of the two in 2013. The number of complaints related to service fees and personnel technology is small, but the chain of increase has exceeded 50%, respectively 73.8% and 62.7%, of which service charges are the biggest increase.
Subdivided into different departments, although the total amount of complaints is quite different, there is not much difference from the proportion of complaint types, and the proportion of complaints about quality problems is more than 80%. Among them, the US brand's simple quality complaints accounted for up to 85.7%, while the self-owned brands' complaints about service issues (including service issues and comprehensive issues) accounted for the highest proportion, accounting for nearly one-fifth of the total number of complaints from independent brands.
The problem of self-owned brand service is still much higher than that of other brand departments. Among them, the service attitude has become the hardest hit area, involving 601 complaints, and the horizontal and vertical comparison is the most. In addition, complaints concerning personnel technology, accessories disputes and promises of non-fulfillment problems are also more than 300, which shows that the overall level of after-sales integrity of self-owned brands is low. The complaints about German and American brands related to service attitudes are also relatively high, which is a certain distance from the expectations of consumers. In the German brand, the number of complaints involving accessory disputes and other reasons is also high, which has been confirmed to be related to complaints about suspected fractures in the rear axle. In contrast, the number of complaints about service issues of Korean and European brands in 2014 was relatively small, and the European system was not as good as other brands, and the overall performance of Korean brands was worthy of approval.

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