According to the domestic market data of the defective automobile product information collection platform, in the first half of 2018, there were 6,929 complaints about service issues, an increase of 54.8% over the same period of last year. Among them, the complaints reached a high point during the “3·15†period, which was nearly twice as much as the same period last year. Although service-related complaints remain the most independent brands, the performance of joint-venture brands is also not optimistic. In terms of complaints, the issue of “unreasonable recall†in the first half of 2018 has become the most problematic service issue, and it is also somewhat surprising. Then, what are the highlights in the auto service complaints in the first half of 2018, the car quality network will be explained in the following content.
I. Service complaints show overall growth momentum
As shown in the figure, with the semi-annual statistical cycle, the complaints received by the vehicle quality network have shown a significant growth momentum. Since the second half of 2017, service complaints have jumped to more than 6,000. In the first half of 2018, service complaints were close to 7,000, accounting for 18.6% of the total complaints during the same period.
2. Service complaints during the “3·15†period nearly doubled year-on-year
Compared with the same period of last year, all other months except June showed different degrees of growth. Among them, “3·15†service complaints reached a high point, and 1936 complaints increased by nearly 2 times year-on-year, and the number of complaints began to fall after each month. Of course, this does not rule out the fact that some car companies have begun to take countermeasures to divert them after receiving a large number of complaints.
Third, the independent brand is still the "protagonist" of service complaints
Judging from the complaints of national brands, self-owned brands are still the protagonists of service complaints, accounting for half of the service complaints in the first half of 2018, which is far from the other national brands. However, compared with the same period of last year, the Japanese brand in the first half of 2018 was affected by the product defects, and the complaints accounted for the anti-American and German brands. It can be seen that the impact of service issues on the overall trend of complaints can not be ignored, and even exceeds the product quality itself under certain emergencies.
Fourth, the joint venture brand has similar problems in terms of service.
In terms of brand attributes, in addition to independent brands, complaints about joint venture brands were also concentrated, with complaints accounting for 48%, which was the same as last year. It can be seen that the problems in the service of the joint venture brand are also not small. As far as the complaints are concerned, due to the defects of the products, the “recall plan is unreasonable†and “not solving the problem†has become a common problem between the independent and joint venture brands. This is not only a service problem of the 4S shop, but more of it reflects the lack of experience of the car companies in the event of defects in the products, and the measures taken are not appropriate.
5. Service complaints are dominated by men.
According to the complaint data, male complainants accounted for 88% of complaints in the first half of 2018, while women accounted for only 12% of the total number of complaints, while the proportion of females fell by 1.2%. It can be seen that when the vehicle fails, it is easier for men to see the manufacturers and 4S stores, and there is irrationality in the after-sales service, while women are more likely to believe the explanation given by the 4S shop.
Six, the owner of the 26-35 years old into a complaint "main force"
In the first half of 2018, the service complaint data received by the vehicle quality network showed that 71% of the complainants were concentrated under the age of 35, especially between the ages of 26-35, which became the main force of complaints, which coincided with the consumption of automobile products. Match. Most of them are buying cars for the first time. In the process of using the car, whether it is product quality or after-sales service, there is a certain gap between it and psychological expectations. However, the experience and feelings of these new users have become the "touchstone" of the entire service system.
Seven, service complaints in Jiangsu, Guangdong, Shandong and other places are more concentrated
From the perspective of the distribution of service complaints in the first half of 2018, Guangdong, Jiangsu and Shandong are still the “big provinces†for service complaints, and the number of related complaints has reached more than 500, which is more obvious than the same period last year. In addition, complaints in Henan, Hebei, Zhejiang and other places also showed different degrees of growth year-on-year. Service complaints in these areas are high, and the standardization of local 4S stores is also poor. It is urgent for manufacturers to make targeted training and rectification.
Eight, the first half of the "recall is unreasonable" problem complaints
From the classification of service complaints in the first half of 2018, the proportion of “other reasons†complaints exceeded the “service attitudeâ€, accounting for nearly 30% of the total. The reason is the result of the surge in the “unreasonable recall†problem, and the number of related complaints even exceeds the sum of the two major complaints of “no problem solving†and “no claim†in “service attitudeâ€. Obviously, the problems reflected by these three major service complaints are the complainant's strong dissatisfaction with the inaction of the car companies and 4S stores.
IX. Analysis of typical service complaints
1. Problems exposed by "unreasonable recall"
The number one service complaint in the first half of 2018 was the "unreasonable recall" issue, which is somewhat difficult to understand. Usually, the purpose of the recall is to eliminate product defects. However, in the first half of 2018, the number of complaints about “unreasonable recalls†received by the vehicle quality network reached more than 1,500. This figure is shocking. Among them, the recall plan of Changan Automobile and Dongfeng Nissan caused a large dissatisfaction of some car owners, which triggered a collective complaint. In particular, Dongfeng Nissan is a recalling measure that “freely applies special silicone oil to the brake master cylinder involved in the vehicle to prevent the oil seal from being reversed due to friction.†It is undoubtedly irresponsible for nearly 690,000 Chinese families to be squandered by the owners. Responsible for the majority of traffic participants. In the face of the brake system defect that is very likely to cause traffic accidents, Dongfeng Nissan's recall plan is indeed too playful. After all, the problem will lead to insufficient braking force in extreme cases, resulting in a long braking distance and a hidden danger to driving safety.
Car quality network believes that product quality defects are not terrible, because this is an inevitable problem. However, after the problem occurs, the attitude of the manufacturer is the direct expression of the social responsibility of the car enterprise. In other words, whether the car enterprise can make the car owner worry about using the car is the key. I hope that the emergence of such complaints as "the recall is unreasonable" can give the major car companies a wake-up call, and the recall plan must be "take the heart."
2. Why does the 4S store “do not solve the problem�
In the first half of 2018, the issue of “no problem solving†in the complaints about car quality service was still concentrated. The data shows that this problem can be described as “equal split†in independent and joint venture brands, but independent brands still occupy the first place. In terms of vehicle complaints, “not solving the problem†is obviously not like “the recall is unreasonableâ€, and it is not too concentrated on some models. From the perspective of the degree of dispersion of complaints, this issue is more closely related to the overall business level of individual 4S stores. The owner of the car believes that many car owners will have emotional dissatisfaction with unresolved or unfair treatment. The analysis shows that after the quality problem of the vehicle, the 4S shop usually delays the treatment with the premise of “normal phenomenonâ€, “this is a common problem cannot be solvedâ€, “the accessory is out of stockâ€, which usually occurs during the warranty period. In the vehicle. Perhaps this also explains why some car owners feel that the problem of vehicle failure has begun to increase after the warranty period. In fact, these problems may already exist, but you are not aware of it or the 4S shop has not informed you.
Of course, there are also some reasons for this. The owner of the car, due to the lack of common sense of the car, will indeed attribute the damage caused by improper use or normal noise to the product quality itself. However, it should be emphasized that if the 4S shop cannot explain the car owners clearly and patiently at this time, and if necessary, give a certain care policy, then it will inevitably deepen the contradiction between the two sides.
3, do not take the car three bags to do the "not claim" token
In the first half of the year, the third place in service complaints was still the “no claim†problem. This seems to be a historical issue for many car owners. It is not surprising that the number of complaints is large. Previously, 4S stores will use the "out of insurance", "not in 4S shop maintenance", "use problems" as the reason for refusal, and when the car three bags are implemented, although "not in 4S shop maintenance" can not be used as The excuse of “no claimâ€, but the current owner of the complaint reflected that the 4S shop staff now referred to the claim is not in line with the car three guarantees, as a reason to refuse the owner's appeal. Of course, if it really exceeds the scope of the car's three guarantees, it is believed that the owner will accept it. However, judging from the situation reflected in the complaints, some 4S shops often confuse the concept of confusing the owner when interpreting the explanation, especially in the case of major spare parts and wearing parts, and some of the problems that are vaguely defined are classified as “not claiming "category. It is a normal and reasonable behavior for the owner to file a claim with the 4S shop during the warranty period. If the 4S shop and the manufacturer refuse to claim the claim of the owner, it should be presented with sufficient sufficient terms and conditions, and explain to the owner, not just take The car three packs are used as tokens for “no claimâ€.
The car quality network believes that if the owner and the 4S shop or the manufacturer have objections to the claim result, then the car owner should have the right to complain, and the manufacturer and the 4S shop have no right to intervene, and it is not arguable that the owner is suspected of having a malicious complaint. Because from another point of view, for the warranty period of the consumable parts, there is no uniform requirement in the three bags of the car, which can be specified by each car company. Then, for the rationality of the warranty period, it will indeed be questioned by some car owners, and whether it will eventually lead to complaints will still depend on the attitude of brand after-sales service.
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