AutoBeta(AutoBeta.net)04/22 Report--

On April 22nd, the China Consumer Association released the Annual report on the Protection of consumers' Rights and interests in China (2021). The "Annual report" points out that important achievements have been made in the governance of consumer infringement in key areas in 2021, but related problems can not be ignored. For areas where consumer tort problems are more frequent or become hot issues of public opinion, we still need to improve the intensity and level of governance.

In "the protection of rights caused by the consumption of new energy intelligent vehicles", it mainly shows the following aspects: first, vehicle safety problems, such as sudden acceleration, flameout, oil leakage, abnormal engine noise, brake steering failure and so on. The existence of these problems shows that the relevant producers and operators also need to constantly enhance their sense of quality and safety responsibility and self-discipline of quality integrity, so as to promote the continuous improvement of the quality of products and services.

Second, there are many new disputes in the consumption of new energy intelligent vehicles, and there are difficulties in safeguarding their rights. Such as the loss of power during driving, the reduction of mileage, the failure of auxiliary autopilot system, battery charging failure and other disputes, there are varying degrees of difficulties in the identification of causes and responsibilities. On April 19, 2021, a video of a car owner defending his rights on the roof of the Tesla booth at the Shanghai Auto Show was widely circulated on the Internet, and the relevant person in charge of Tesla caused controversy. With the development of the situation, the General Administration of Market Supervision, the China Consumer Association and other relevant departments have responded to the concerns of public opinion one after another. The phenomenon of safeguarding rights in auto shows appears frequently, which reflects that consumers still have pain points, difficulties and blocking points in the field of automobile, especially in the field of intelligent network.

Review of the incident: on April 19, 2021, at the Media Day of the 19th Shanghai International Auto Show, a woman wearing a white T-shirt with "brake failure" stood on the roof of a Tesla exhibition car shouting "Tesla brake failure". The scene was in chaos. Finally, the woman was carried away from the scene. That night, Tesla issued a public apology and apologized for failing to solve the problem of the car owner in time. Tesla wrote in the article that he respects and firmly obeys the decisions of relevant government departments, respects consumers, abides by laws and regulations, and resolutely and actively cooperates with all investigations by relevant government departments. Tesla has set up a special handling team to try his best to meet the demands of car owners and strive for the satisfaction of car owners.

With the development of the situation, the General Administration of Market Supervision, the Central Commission for discipline Inspection, the China Consumer Association and other relevant departments have spoken in response to this incident one after another. At that time, the official website of the Central Commission for discipline Inspection issued a comment and Tesla apologized late at night: compared with previous statements, Tesla finally showed some sincerity and humility. The Chinese market welcomes enterprises to invest and develop, but treats all enterprises equally: they must abide by Chinese laws and regulations, market rules, and respect the rights and interests of consumers. In addition, Xinhua News Agency, CCTV and other official media also issued relevant comments. CCTV news officials said Tesla finally apologized, but if not for the pressure of public opinion, how long would it take for the "uncompromising" Tesla to apologize? The truth has yet to be investigated, but this is not the first time Tesla has been at the forefront because of the rights incident. If "making things big" can solve the problem, then neither consumers nor manufacturers can be the winners. What Tesla should really "rip off" is not the defenders, but the quality of his own car, and it should also be the vehicle quality that neither side should compromise.

Tesla once responded that he was willing to cooperate fully by providing the raw data of the vehicle half an hour before the incident to the third-party appraisal agency or the technical regulatory department designated by the government or the consumer himself. However, in the view of female car owners who protect their rights, the data provided by Tesla is incomplete and lack of key projects, resulting in the accident identification can not be carried out smoothly, so far there has been no breakthrough in the incident. Of course, over the past month, female car owners also responded to data and identification questions, while Tesla responded to few questions about the data of rights owners in silence.

Third, the used car sales information is not in line with the reality, and there are quality problems in the car after the transaction. Operators delay or fail to fulfill after-sales service commitments, low maintenance efficiency, poor effect, multiple maintenance of the same fault can not solve the problem, consumers frequently go to and from 4S stores, time-consuming and laborious. Fourth, the car can only be raised by an increase in price in addition to the clearly marked price, which has become a "hidden rule" in the sales of some high-end and "tight" models. However, the dealer will not appear the word "price increase" in the sales agreement, will not issue invoices to consumers after the price increase, or stipulate that the price increase part needs to pay additional money to cover the invoice tax point. The existence of the problem of extra price increase shows that the relevant supply mode is extensive, the structure is not reasonable, can not accurately match, and fully meet the diversified needs of consumers. At the same time, it also shows that the illegal cost is still relatively low, and the illegal impulse is difficult to be completely restrained.

The China Consumer Association believes that the phenomenon of safeguarding the rights of auto shows mainly reflects three problems: first, there are still pain points, difficulties and blocking points in the protection of consumers' rights in the automobile field, especially in the field of Intelligent Network Automobiles; second, in the face of consumer rights protection, car companies should give consumers a reasonable explanation in a timely manner and respond to public concerns, while improper response and disposal will often further aggravate the contradiction between enterprises and consumers. Third, the events of safeguarding the rights of the auto show often affect the public opinion image of the automobile industry, which is not conducive to the high-quality development of the automobile industry. In this regard, on the one hand, automobile companies should strictly control safety, protect the safety of the use of vehicles and the rights and interests of consumers, but also do a good job in after-sales service, understand the demands of consumer rights protection, and give practical and effective solutions. On the other hand, relevant departments and consumer associations at all levels should further smooth the channels of consumer complaints and guide consumers to safeguard their own rights and interests through reasonable and legal means and legal means.

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