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Due to the current automotive services in a number of industry chaos, Audi, BMW, Mercedes-Benz, Geely and other 13 auto brand manufacturers have been interviewed by the Consumer Protection Commission of Zhejiang Province. Mainly because of the eight major problems in automobile service, car companies can not effectively solve them, among which Zhongtaicheng is one of the most "irresponsible" car companies.

Zhejiang Consumer Commission recently released news that 13 well-known automobile brand manufacturers, such as Audi, BMW, Mercedes-Benz and Geely, have eight major problems in current automobile services, such as compulsory bundling consumption, non-standard financial loan services, chaotic maintenance, inadequate performance of three guarantees of responsibility, and so on. Automobile manufacturers who have been asked by the Zhejiang Consumer Protection Commission to seriously investigate the infringement of consumers' rights and interests in their 4S stores by the Zhejiang Consumer Protection Commission, draw examples and make solid rectification. And before April 23, the investigation situation and the promise of rectification and reform will be sealed in writing and submitted to the Provincial Consumer Protection Commission.

In fact, this interview is the result of an undercover survey on the service quality of automobile 4S stores in Zhejiang Province launched by the Consumer Protection Commission of Zhejiang Province. A total of 38 4S stores in Hangzhou, Ningbo and Wenzhou were investigated offline. A total of 1400 valid questionnaires were collected from the online questionnaire survey. Finally, it forms an analysis report on the investigation of automobile consumption complaints in the whole province.

According to the statistics of the complaints accepted by the provincial consumer protection committee, from 2019 to 2020, the provincial consumer protection committee system accepted a total of 5381 automobile consumption complaints. Among them, there were 4962 complaints from traditional cars, accounting for 92.2 percent, with a success rate of 83.9 percent, and 419 complaints from new energy vehicles, accounting for 7.8 percent, and the success rate of complaint mediation was 71.8 percent.

Of all the complaints, there were 2263 complaints related to automobile quality problems, accounting for 40.3%, and 3351 complaints about automobile service problems, accounting for 59.7%.

According to the investigation of automobile consumption complaints and automobile 4S stores in the province, including the Consumer Protection Commission of Zhejiang Province, eight major service disorders in the field of automobile consumption are sorted out: 1. Compulsory bundling consumption, depriving consumers of the right to choose; 2. The financial loan service is not standard, the charge disorder complaint is concentrated; 3. No maintenance, no guaranteed repair, three guarantees of responsibility is not in place; 4. Increase the vehicle price in addition to the vehicle price, raise the car price temporarily; 5. There are many deposit disputes, and it is easy to refund and difficult to refund. Maintenance chaos, after-sales rights and interests are difficult to protect; 7. False pre-sale publicity, non-performance of the contract; 8. The problem of second-hand cars is concentrated, and it is difficult to protect the rights of private accounts.

According to the classification of automobile brands, the top 10 brands with complaints are BMW, Audi, Mercedes-Benz, FAW-Volkswagen, SAIC-Volkswagen, Geely, Buick, Beijing Hyundai, Roewe and Ford.

Judging from the ranking of the complaint resolution rate of automobile brands in the province, among the top 30 automobile brands with the highest complaint resolution rate, the top five brands with high complaint resolution rate are Changan Mazda (98%), Changan (97%), FAW Toyota (95%), Guangzhou Automobile Honda (91%) and Buick (91%). The top five brands with a low complaint resolution rate are Zhongtai (52%), BYD (70%), SAIC-Volkswagen (71%), Dongfeng (75%) and FAW-Volkswagen (77%).

In view of this rectification and reform, the opinions of Zhejiang Consumer Protection Commission are mainly in three aspects: first, to listen carefully to the voices of consumers. Automobile brand manufacturers should establish the concept of "consumer first", fully listen to the voices of consumers, pay attention to the demands of consumers, meet the needs of consumers, and obtain consumer satisfaction and recognition.

The second is to jointly boost the confidence of automobile consumption. Automobile manufacturers are not only the sellers of vehicles, but also bear the responsibility of after-sales service. The honesty and service ability of automobile manufacturers are closely related to the satisfaction of consumers. It is necessary to fulfill the main responsibility and boost the confidence of automobile consumption.

The third is to do a good job in the rectification and reform of the server. All automobile manufacturers should strictly abide by the "measures for the implementation of Zhejiang Province", the "regulations on three guarantees of Household cars" and other laws and regulations, strictly prohibit illegal acts such as forced bundling and unreasonable charges, and earnestly perform the three guarantees of responsibility. we will further improve the quality of service and operate in good faith in accordance with the law.

However, at present, representatives of BMW, Mercedes-Benz and Geely have responded to the above notification and expressed their position.

It is worth noting that the "Analysis of Complaints accepted by the National Consumer Association in 2020" released by the China Consumer Association also mentioned that after 2019, automobiles and spare parts became the largest number of complaints for the whole year. Although the performance of 34897 complaints fell to the second largest in 2020, it 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 in the industry.

Among the 35000 complaint cases, complaints about product quality, contract 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. It can be seen that the complaints against traditional car companies are more reflected in the service.

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