AutoBeta(AutoBeta.net)10/29 Report--

Affected by the epidemic, the new car market has obviously slipped this year, resulting in a significant decrease in the number of new car complaints, but with the recovery of the car market, the car quality network received 30040 valid complaints in the third quarter of this year, achieving double-digit growth compared with the same period last year, including an increase of 19.7% month-on-month and 37% year-on-year. Once again, the number of quarterly complaints is at an all-time high.

According to statistics, the complaints in this quarter involved a total of 980 cars under 179 car brands, a decrease of 4 brands and an increase of 29 cars compared with the previous quarter.

Throughout the first nine months of this year, the volume of complaints was affected by the COVID-19 epidemic to limit new car sales in the first quarter, which was far lower than the number of complaints in the previous two years. Although the market recovered in the second quarter, the number of complaints also rebounded to the same period in previous years, while the number of complaints further increased in the third quarter. This also reflects the trend of stabilizing sales in the domestic new car market.

From the point of view of the type of brand complaint, the complaint volume of independent brand and joint venture brand remains equal, and the complaint volume of imported brand is naturally low because the market sales volume is relatively small. However, the number of complaints from independent brands reached an all-time high again in the third quarter, with the proportion of complaints increasing by 5.6 per cent. By contrast, although the joint venture brand is also in a high number of complaints, it has declined significantly compared with the previous two quarters, with the proportion of complaints falling below 50%. It means that independent brands have seen a more significant increase in the number of complaints in the third quarter than joint venture brands. It is reported that most of the increase in the number of independent brand complaints comes from service problems.

When the major car companies have made efforts in the field of service, the shortcomings of independent brands in service level, service quality and process control have been highlighted, thus causing consumers to complain and lead to a sharp increase in the number of complaints.

As for service complaints in the third quarter, the number of complaints about sales fraud continued to rise, about 1.2 times higher than in the second quarter, and the growth point of complaints was still focused on the problem of "not in line with publicity". From the perspective of national service complaints, French brands account for the highest proportion of service attitudes, Japanese brands account for the highest proportion of personnel and technology, while independent brands account for a much higher proportion of sales fraud than other brands.

It is worth noting that the proportion of complaints about service issues reached an all-time high in the third quarter, while the number of complaints about quality issues increased compared with the second quarter, but the proportion of complaints decreased further. Quality problems and service problems still accounted for the largest proportion of complaints, of which the proportion of quality complaints was 67.5%, and service problems increased to 17.5%.

This also reflects that under the background of the continuous downturn of the domestic automobile market, the importance of automobile service, consumers pay more attention to the service problems in the process of car purchase and after car purchase, and the weight in the protection of consumption rights continues to increase.

Among the complaints of specific national brands, the proportion of independent brands is as high as 14000, while Japanese, German and American are equal, and the total number of complaints of the three major countries is lower than that of independent brands. At the same time, judging from the proportion of market sales this year, sales of the Japanese and German systems have increased, while those of the United States have declined significantly. However, the number of complaints from German and American brands exceeded 4000 for the first time in the third quarter, with a significant increase, especially for German brands, up 56.1% compared with the same period last year, which is related to the abnormal increase in complaints about some German models led by FAW-Volkswagen. As for the legal system, Korean system and European system, due to the smaller proportion of market sales, the number of complaints is also lower than that of popular brands.

In terms of the major complaint models, the top three were SUV models, compact models and medium-sized cars, of which the number of complaints against SUV models increased significantly compared with the previous quarter, rising 45.1 per cent quarter-on-quarter. This also shows that the SUV model is still the best-selling model in China, followed by compact and medium-sized cars.

Judging from the ranking of specific models in the third quarter, the top three are Atez and CX-4 of FAW Mazda and the speed of FAW-Volkswagen. Among them, the first two models were frequently complained by car owners due to abnormal noise of body, center console, braking system, gearbox and so on. The cumulative number of complaints in the third quarter was 1028 and 504 respectively. The speed problem is caused by the abnormal noise of the gearbox and the sudden setback of the transmission, at the same time, the problems of abnormal noise of the engine and cracking of tires are also on the rise.

On the whole, the independent brand is still the country with the largest number of complaints, but it is also because of the large number of models involved in the country, it is difficult to find common problems in the complaints, and there are many kinds of problems. In contrast, the frequent emergence of individual models in joint venture brands also reflect the possible commonalities of the brand's models, so the reliability of Japanese cars has once again been questioned with the rapid rise in problems with the current Mazda models. At the same time, the service-oriented problem of automobile enterprises has been paid more and more attention by consumers.

Welcome to subscribe to the WeChat public account "Automotive Industry Focus" to get the first-hand insider information on the automotive industry and talk about things in the automotive circle. Welcome to break the news! WeChat ID autoWechat