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In the past year, it seems that there have been more and more complaints about the auto industry, especially new cars have been frequently exposed due to quality problems and other complaints. Against this background, the China Consumer Association recently announced the "Analysis of complaints accepted by the National consumers Association in 2019", of which the number of complaints about cars and parts is as high as 30,000, accounting for the "top" of the number of complaints.

According to data from the China Consumer Association, last year, the National Consumer Association accepted a total of 821377 consumer complaints, an increase of 7.76% over the same period last year, and 614246 cases were resolved, with a resolution rate of 75%. Among them, 34335 complaints about cars and spare parts, accounting for 42%, greatly exceed the number of complaints in other industries.

As the most influential complaint in the automobile industry, nothing is more influential than the incident of Mercedes-Benz "Xi'an Women" crying about safeguarding their rights. According to the "Top Ten Hot spots of Public opinion on consumption Rights Protection in 2019" released by the China Consumer Association on January 13, the social impact index of Mercedes-Benz owners crying that safeguarding their rights caused reflection from all walks of life reached 80.5, ranking first on the list.

The owner of Mercedes-Benz "Xi'an woman" cried to safeguard her rights.

In April 2019, a video of a woman crying on the hood of a Mercedes Benz in Xi'an went viral on the Internet. In the video, the woman said that the newly purchased Mercedes-Benz engine leaked oil, while the dealer refused to accept the responsibility of returning the car on the grounds of the three-pack rule. With the continuous fermentation of public opinion, the problem of charging financial service fees in the process of car sales has also aroused public doubts. In this regard, the market regulatory department of Xi'an High-tech Zone filed a case for investigation in accordance with the law, and the China Banking and Insurance Regulatory Commission and the China Consumer Association also spoke out one after another.

In May, the market regulatory department of Xi'an High-tech Zone reported that there were quality problems with Mercedes-Benz cars, and Lizhixing Co., Ltd. was fined a total of 1 million yuan for two violations that did not meet the requirements for ensuring personal and property safety, and for exaggerating and concealing information of great interest to consumers to mislead consumers.

Guazi's 259 tests are nonexistent.

Secondly, the China Consumer Association focused on individual used car trading platforms to hide the truth of sales, and this is obviously Guazi. In March, Mr. Yang from Qingdao, Shandong province, bought a used car on Guazi's platform, according to a survey by CCTV's financial and economic program. Without a test run, Mr. Yang paid more than 90,000 yuan for the car and signed a car purchase contract. But Mr. Yang said that as soon as the car was on the road, the light of the car's anti-skid system went on to alarm. Confirmed by the insurance company, the car has a record of being out of danger and is a water-related car. In addition, in an activist QQ group of nearly 500 people, we can see that many consumers have similar experiences. Although Guazi claims to have 259 tests, consumers still buy water-soaking cars, accident cars, and even second-hand cars that do not match the board. To make matters worse, consumers are struggling to defend their rights after buying a problem car.

As soon as the matter was exposed, Guazi responded that he had watched it carefully, attached great importance to it internally, and immediately set up a special investigation and rectification team to conduct internal verification and communication with users. meanwhile. Put forward five rectification and reform measures.

Honda recalled immediately when it encountered a large area of "stall door".

Since July this year, Guangzhou Automobile Honda Accord is frequently caught in the "stall door" incident. According to a number of car owners, the 10th generation of Guangzhou Automobile Honda Accord in the normal driving process, there is a sudden drop in speed when stepping on the throttle pedal, accompanied by the engine fault light on. With the increasing number of rights owners, Honda's technical problems have once again become the focus of public opinion. The incident has been exposed for about a week, and Honda has not made any official statement. At this time, the "brother model" Dongfeng Honda INSPIRE was also exposed in the same situation.

The continued stall has pushed Honda to the forefront, and Guangzhou Auto Honda said it has attached great importance to it and is studying a solution. On August 8, Guangzhou Auto Honda launched a recall. Guangzhou Auto Honda and Dongfeng Honda continue to carry 222674 Accord and 29297 INSPIRE vehicles respectively.

Tesla made many price adjustments in one year.

Tesla, a new energy car company, launched domestic sales one after another last year. Due to the upstart in the market, it was favored by many consumers, but it frequently encountered complaints from car owners about price adjustment incidents. It is understood that in 2019, Tesla has made more than seven price adjustments. In March last year, the newly listed Model 3 was reduced by 2.6-44000 yuan, Model S by 1.13-277500 yuan, and Model X by the highest price reduction of 17.43-341100 yuan. For this reason, the incident of safeguarding the rights of large-scale car owners broke out.

In August, Tesla Model 3 was made domestically and was included in the catalogue of new energy vehicles exempted from vehicle purchase tax by the Ministry of Industry and Information Technology, meaning consumers could save 10 per cent, but the move once again prompted owners of previously ordered models to defend their rights.

In fact, typical complaint problems abound this year, with a total of 170 recalls issued as a result of recalls and other incidents, involving 6.8097 million vehicle recalls. In addition, the Lexus price increase incident also encountered a lot of consumer complaints.

2019 is a difficult market for the auto industry, with two consecutive years of year-on-year decline, but in this environment, both individual brands that follow the trend and luxury brands that go against the trend experience all kinds of complaints. In 2020, the market will become more incentive, car companies only based on consumers, improve product quality, at the same time, strengthen after-sales management, is the best feedback to consumers.

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