AutoBeta(AutoBeta.net)03/11 Report--

According to statistics, as the world's largest automobile market, China has about 170 cars per 1,000 people in 2018, which is still a big gap from the level of major developed countries. For example, the number of 1,000 people in the United States is about 800. Europe and Japan have about 500-600 cars. In the growing Chinese market, automobile consumption has become a topic of great concern to people. the reputation of a brand needs to be established by users and consumers, and car complaints reflect the objective situation of the brand.

On March 11, the authoritative China Consumer Association released the Analysis of Automobile Product Complaints accepted by the National Consumer Association in 2018, which counted the complaints of users of major brands in China in the past year, focusing on various problems of brands. According to the complaint list, BYD is the brand with the largest number of complaints and the worst after-sales service in the year, while the first-tier luxury brands Mercedes-Benz, BMW and Audi have all fallen, and the number of complaints has risen to the top five.

The top 10 complaints are BYD, Mercedes-Benz, BMW, Buick, Audi, FAW-Volkswagen, Changan Ford, Dongfeng Nissan, SAIC-Volkswagen and Dongfeng Honda. The top ten German brands occupy five seats, two Japanese brands are Nissan and Dongfeng Honda, and the independent brands are only BYD.

According to the Consumer Commission, a total of 17773 automobile-related consumer complaints were accepted in 2018, and 67.8% of the complaints were reached after mediation. The main complaints focus on three major issues: after-sales service (32.2%), contract and quality (20%). The after-sales problems with the largest number of complaints include non-performance of three guarantees of obligations, non-performance of after-sales commitments, and so on. This kind of dispute is indeed a relatively common phenomenon in daily life; contract problems are more common in deposit disputes, contract breach and so on.

BYD's annual complaint volume reached 649, making it the first brand in 2018, in which after-sales service problems and false publicity ranked first in the industry, and contract problems accounted for a high proportion. It objectively reflects that there are still big problems in BYD's after-sales system.

Front-line luxury brands have all fallen, not only high sales, but also a large number of complaints. The number of Mercedes-Benz complaints reached 550, the largest among luxury brands, followed by 542 complaints from BMW and 474 complaints from Audi, with all three brands in the top five of the list.

In particular, the Dongfeng Honda engine oil problem caused mass complaints, and the Consumer Commission had interviewed and advised it to recall, which has also become a typical case of automobile consumption rights protection of the China Consumer Association.

The annual analysis of automobile product complaints objectively reflects the current situation of the industry and the problems existing in the brand, and provides reference and warning information for consumers' automobile consumption and rights and interests protection.

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