On the morning of March 9, China Consumers Association released the "Automobile Internet Advertising Authenticity Special Rights Protection Report" and "2016 National Consumers Association Organization Acceptance of Automobile Product Complaints Statistical Analysis". The National Consumers Association organized a total of acceptance of automotive products (including parts and components) last year. ) 15247 complaints, the complaint resolution rate reached 78.84%. After-sales service issues, contract disputes and product quality are the main causes of complaints, exceeding 70% of the total number of complaints. According to brand statistics, FAW-Volkswagen, Changan Ford and Buick ranked in the top three of the total complaints. In the main body of advertising that is suspected of being unlicensed, more than half of the ads are from the Aika car network, and nearly 40% are from the Pacific car network.
15.5% of the advertising entities are unlicensed. China Consumers Association entrusts professional data companies to collect the main body of automobile advertisements from December last year to January this year, and form the "Automobile Internet Advertising Authenticity Special Rights Protection Report". The collected Internet car advertisements involved 8340 enterprises, and after matching with the national enterprise credit information publicity system data of the industrial and commercial departments, a total of 1293 enterprises did not match the registration information, which was suspected of being unlicensed, accounting for 15.5%. Among these advertisements that did not have business registration information, 53.4% ​​came from Aika Automotive Network (691), 38% from Pacific Auto Network (491), and the total was less than 10%.
The survey found that enterprises that did not match the registration information issued nearly 20 advertisements, more than 90% of which were related to price, and three-quarters of the advertisements clearly had price concessions, straight down, how many yuan for car purchases, etc., and 4.8 % of the advertisements are used to attract consumers by buying gifts, and 4% of them are mainly popular in terms of hot sales, sufficient vehicles, and current cars; less than 1% of advertisements involve purchase tax and other issues.
There are many brands involved in enterprises that do not match the registration information, among which the three Japanese brands of Honda, Nissan and Toyota rank the top three, accounting for 13.5%, 11.7% and 9.8% respectively, accounting for more than one-third of the total; Second is modern, accounting for 5.3%.
In the case of over 20% of the network false advertising Internet car advertising complaints, 24.06% use the network for false publicity. The main complaints include: the actual configuration and performance are not in line with the network promotion (31%), and the promotion and promotion methods do not match the actual situation (accounting for 28.6). %), using WeChat and other means to help publicity, the business does not honor the promise (19%), the information on the mileage or transfer of used cars is not in line with the network promotion (accounting for 9.5%). Judging from the subject of the responded and the content of the complaint, the second-hand car market is more likely to use the online platform for false propaganda, and it is on an upward trend, which needs to be standardized.
According to the statistics of self-owned brand complaints, the number of complaints about self-owned brand cars last year was 2,332, accounting for 14.89% of the total number of complaints in the whole year, ranking first; the number of German brand auto complaints was 1,754, accounting for the total number of complaints throughout the year. 11.2%, ranked second; 1558 US brand car complaints, accounting for 9.95% of the total complaints in the year, ranked third.
After-sales service complaints mainly focus on the same quality problems for multiple repairs and non-performance of the three-package obligations. Consumer complaints: First, the level of maintenance is not high; second, it is impossible to implement the after-sales commitment; third, the maintenance price is not clear, opaque, and unreasonable charges. Complaints on contract issues are mainly concentrated on contract breaches and unequal format clauses.
The quality complaints are mainly concentrated on product performance, unqualified goods and failure, damage or loss. The main complaints are as follows: First, major components such as engine, gearbox and instrument panel are faulty; second, abnormal noise, odor, abnormal jitter, etc. The problem of big controversy; the third is the phenomenon of early wear and tear of automobile tires. In addition, car quality issues also involve testing and identification issues, and consumer rights are more difficult.
Statistics also show that second-hand car complaints are mainly concentrated on concealing the real information of vehicles, such as accidents, car accidents, zero accidents, modification of vehicle mileage and other consumer traps.
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