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Approaching the annual March 15 Consumer Rights Day, complaints in all areas have attracted consumers' attention, and after the automobile industry reached the top of the China Consumer Association last year, the number of complaints remains high this year, second only to food safety.

Recently, the China Consumer Association released an analysis report on the complaints accepted by the National consumers Association in 2020, which showed that cars and spare parts, which became the largest number of complaints in 2019, fell to the second largest number of complaints in 2020 with a performance of 34897 complaints, but still increased by 1.64% compared with the same period last year, which also shows that automobile consumption is still a key topic of concern for the whole industry.

The report shows that among the 35000 complaint cases, complaints about product quality, contract problems and after-sales service are the main problems. Among them, traditional energy models are mainly reflected in such as brake failure in the process of driving, engine and gearbox failures, and so on; contract disputes are great, such as "deposit" and "deposit" on the contract; price increases in disguise, hidden charges, tie-in sales of goods or services against consumers' wishes, unreasonable trading conditions, and so on; as well as after-sales service is mixed, maintenance chaos, and so on.

Increase and emulsification of Toyota brand oil

In 2020, Toyota brands have frequently encountered consumer complaints because of the increase and emulsification of oil in vehicles. In addition to Toyota's best-selling Camry, Asian Dragon and RAV4, there are also Lexus models.

It is worth noting that in response to this situation, the relevant Toyota official in China responded to the oil increase / emulsification incident that this situation is a general phenomenon in the use of the engine and will not affect the lubrication performance of the engine oil. and it won't affect the performance of the engine. Officials believe that the above phenomenon is not a quality problem, and in the end, the problem has come to nothing.

Generally speaking, the long-term use of oil mixed with gasoline will cause the engine to pull the cylinder in serious cases. Emulsification is almost the same, it is also due to reduce the lubrication function of the oil and increase the engine wear, which is an irreversible mechanical loss. To put it simply, it is compulsory to use the above problems, and the engine is not far from being scrapped.

German brands have gearbox problems for a long time.

German brand models led by Volkswagen have long had gearbox problems, which are described as abnormal gearbox noise, setbacks, inability to accelerate, gear hopping, and the widespread existence of all popular Volkswagen models. And Volkswagen models are at the forefront of the complaint website every month, which is not a model yet. In most cases, the top 10 list covers 5-6 models, including Volkswagen Speedway, Maiteng, Longyi, Bora, Golf and Passat.

Large-scale recalls of Japanese brands involve more than one million vehicles

Due to defects in fuel pumps made by Japanese parts giant Denso, a number of Japanese car companies have launched large-scale recalls. In the domestic market, many Japanese car companies, including Guangzhou Automobile Honda, Dongfeng Honda, FAW Toyota, Guangzhou Automobile Toyota, Changan Mazda, FAW Mazda, Guangzhou Automobile Mitsubishi and so on, all fell into the recall door because of fuel pump defects.

The main reason is similar to the imperfect resin forming conditions in the manufacturing process of the fuel pump impeller, resulting in the lack of resin density of the impeller. The impeller may be inflated and deformed under the influence of fuel, and interfere with the shell of the fuel pump, resulting in poor operation of the fuel pump, unable to provide normal fuel to the engine, and in extreme conditions, the engine may flameout while the vehicle is running. there is a safety risk.

Atz, also known as "Art Cheep", has a lot of strange sounds.

Another complaint list that has been on the list for several months in a row is Japanese brand FAW Mazda. Since May last year, many car owners have complained online that there are problems with the new Atez car, such as abnormal noise in the center console and AB pillar, which greatly affect the driving experience, so there are also incidents of safeguarding the rights of car owners. Due to the problems related to the car body and vehicle structure, many car owners reported that they could not effectively solve the abnormal noise after going back to the shop for many times. Attez was once ranked high on the monthly complaint list, and the same situation also appeared on Mazda's CX-4.

Even if FAW Mazda issued an official statement on the "Atez abnormal noise problem": it has been developed and verified to solve the problem, and the maintenance will be carried out in strict accordance with the standard maintenance process, and no cutting or welding process will be used in this process. At the same time, individual vehicles may have a relapse due to complex conditions, and the rights and interests of users will be protected in accordance with the provisions of the national three guarantees. Therefore, the problem has not been fundamentally solved.

With the trend of new energy vehicles becoming more and more obvious, the sales of new energy vehicles are also increasing, but at the same time, the complaints about new energy vehicles are also expanding.

According to the China Consumer Association, the main complaints about new energy vehicles include: the mileage of new energy vehicles is "discounted", especially when the temperature is low, the battery charge drops too fast, and the charging speed is not in line with publicity; battery quality problems are prominent, battery failures and charging failures are more common; the probability of power loss and vehicle "spontaneous combustion" is low, but the safety is worrying. Fourth, the level of after-sales service is not high, charging failures and other problems can not be completely solved.

Tesla's question was frequently interviewed by five departments.

The most necessary thing to mention about new energy vehicles is Tesla, not only because of its rising sales, but also because the public opinion has never stopped after Tesla entered the Chinese market. Since the beginning of the official price reduction, a series of cases about Tesla's abnormal acceleration, battery fire, vehicle remote upgrade (OTA) and quality control have been increasing.

Because of this, on the evening of February 8, the State Administration of Market Supervision and Administration, together with the Central Internet Information Office, the Ministry of Industry and Information Technology, the Ministry of Transport and the Fire Rescue Bureau of the Ministry of Emergency Management, jointly interviewed Tesla Automobile (Beijing) Co., Ltd., Tesla (Shanghai) Co., Ltd., about abnormal acceleration reported by consumers, battery fire, vehicle remote upgrade (OTA) and other issues.

Apart from Tesla CEO Musk who publicly admitted that Tesla did have quality control problems in some batches of models, Tesla did not give a positive response to the above-mentioned problems, resulting in frequent complaints from many consumers.

Ideal ONE recall still appears "broken axis"

As the latest delivery of the new power ideal car, recently released financial results show that it has become the first domestic car company to achieve quarterly profits. Even so, the voice of questioning the ideal continues.

Since the ideal ONE delivered its first model, the ideal ONE, at the end of 2019, the problem of "broken axle" began to occur continuously last year. At first, the ideal thought that there was nothing wrong with the ideal design itself, and that everything that happened was an isolated case. However, with the occurrence of more and more events, the ideal ONE has been recalled after all, but after the ideal recall, the ideal ONE still appears the ball head protruding from the front suspension, resulting in doubts about the ideal ONE all the time.

In fact, typical complaints abound this year. According to a recall notice issued by the State Administration of Market Supervision and Administration, 72 automakers conducted 195 recalls in 2020, involving a total of 6.7154 million vehicles. The number of recalls decreased by 13 per cent year-on-year, while the number of recalls increased by 3 per cent year-on-year.

Although the recall is a good thing, but there is a recall that there is a problem, and a large number of complaints of models, will undoubtedly attract the attention of regulators, thus requiring a recall. However, it is worth noting that in some brands, even the recall failed to achieve a fundamental solution to the problem, so that it attracted the attention of the consumer market. In this regard, some of the above cases will inevitably become the object of concern for the March 15 party. after all, these are also the most likely lists of the automobile industry this year.

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