In the face of the delayed CCTV "3 15" party, the automobile industry, which is still a place with high incidence of infringement, will it maintain the sense of justice that autobots should have under the sudden epidemic and the continuous downward economic environment? From the special channel for rights protection opened by Global Auto Network 20 17, Kanche E extracted the observation of the auto market in the past year and conducted a soul torture.
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Q 1: Without "3 15", the questions raised by users will not be solved?
A 1: There is no "golden period" for the protection of automobile consumers' rights and interests.
With the convenience and efficiency of the network, consumers' rights and interests are paid more and more attention, and the car "3 15" is also "sounding" all the time. The recently released Analysis of Complaints Accepted by National Consumers Association in 20 19 shows that the number of automobile complaints in 20 19 increased by 25. 1% year-on-year.
In the 20 19 automobile quality complaints, Peugeot brand is the most conspicuous one. Compared with the proportion of complaints about the dominance of Volkswagen brand sales, Dongfeng Peugeot, which sold only 63,737 vehicles in the whole year and ranked second in the complaint list with 6.9%, is even more amazing.
Among them, Dongfeng Peugeot 408 has the most complaints, accounting for 63.6%. In the past year, this model has complained that it is equipped with Goodyear 2 15/50? In addition to the tire cracking problem of R 17, it mainly focuses on the core components-engine problems, such as burning oil, fault lights, foreign bodies in the cylinder and so on. In fact, we can find it in the most conspicuous position in the monthly complaint list of 20 19, and it is not "unusual" to win the annual championship. It was not until February this year 15 that Dongfeng Peugeot finally began to recall 1.2T engine models on a large scale. The "action" on the eve of "3 15" inevitably makes people feel pity-is it out of regulatory pressure or to calm the voice of car owners' rights protection in the past year?
In addition to quality defects, "not solving the problem" has also become the focus of complaints from automobile consumers. The user problem was not solved quickly, and the recall plan did not satisfy the owner. It seems that Dongfeng Peugeot is not only slow in model iteration, but also disappointing in brain circuit. No wonder even if it is sold at a reduced price, it is difficult to save the situation.
Compared with such "negative teaching materials", those car brands that stick to a sense of justice are much cuter. From the TOP 10 brand of automobile quality complaints in 20 19, we only saw one independent brand "famous on the list"; However, since 20 17, the domestic market share of independent brands has exceeded 40%, and even with the sharp decline of 19, it has occupied 39.2% of the market share. To some extent, it reflects the quality reliability of leading enterprises with independent brands.
Regarding independent brands, did the Mercedes-Benz women who had a big fire last year switch to WEY? VV7 hugs the event, which is the most vivid. Compared with the oil spill accident and the dilemma of safeguarding rights without service, it is more like a village abandoning Mercedes-Benz to lift the Great Wall at the end of four months. On the one hand, it is a German BBA classic that sells "old" by "old", and on the other hand, it is a domestic high-end brand with a rising reputation. In the matter of protecting consumers' rights and interests, some brands are "forced" to pull into their seats, and some brands have never left.
Among the "new forces", there are many "conscious people". Take Weilai as an example. Looking at its APP community, people are angry. Not only first-hand brand information, interesting experience activities, stylish Weilai gifts, Qin and other family members also took the initiative to leave comments and praise, and even participated in handling car owners' test drive, car use, after-sales and other issues. The "Weilai family" really lives up to its reputation. Among them, the sharing of the car story of @Icecube, which was widely recognized in the comment area, also confirmed the "gradual transformation" of the car brand: "I have to say that this engineering car is simply soaring compared with ES8 in manufacturing technology. With the improvement of ES8 manufacturing technology over the past year, I am very confident in the work of ES6. " In addition, Weilai's maintenance and power-on services also have many favorable comments.
In the complaint handling of 20 19, the brands such as Geometric Automobile obtained 5 points of satisfaction. In addition, Volvo, Acura, Mahayana, Cadillac, Jetta, Xinbaojun, Dongfeng Scenery, Geely, BYD, MG and other brands also gave consumers satisfactory answers.
Review "Commitment from the driver? Winners such as "Qianjin" 2065438+2009 "Enoch Cup", "Safety and Quality Car of the Year" Geely New Emgrand, "Xingtui Exclusive Car of the Year" Dongfeng Da Yue Kia New Generation K3 and "Customer Trust Brand of the Year" BYD Auto have also touched nearly 10 million people with their excellent product quality and perfect service system. It can be seen that with the increasing popularity of automobiles, the professionalism of autobots is constantly improving, not only making great efforts to improve product quality, but also actively solving after-sales problems.
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Q2: What did the car company do for car owners during the epidemic?
A2: Holding up countless umbrellas, E started the "epidemic" in a special period.
The COVID-19 epidemic that broke out years ago has not subsided until "3 15". The data shows that 78% of catering enterprises' operating income loss exceeds 100%. The number of daily active users of the network car platform has dropped by about 50% in stages; During this year1-February, car sales decreased by 42.0% year-on-year to only 2.238 million ... In this protracted war, all countries, enterprises and individuals were spared.
As a strategic pillar industry of the national economy, the automobile industry has also shown its due "general" role and demeanor. Only the anti-epidemic actions of car companies captured from the media library of Car Watch E can be perceived. BMW and Mercedes-Benz-65438+1October 26th, BMW China and BMW Brilliance quickly launched the BMW Love Fund in china charity federation, and made an emergency donation of 5 million yuan to fight the Wuhan epidemic. On the same day, Mercedes-Benz donated another 20 million yuan for epidemic prevention on the basis of the full implementation of the first 6,543,800 yuan. The most sustainable ones should be SAIC Volkswagen and Chery Automobile. In February, SAIC Volkswagen donated 40 million yuan to start the "Hui Angel Care Plan" to study the air purification system in the car and donated the plug-in hybrid version of 10 Passat; Chery Automobile, on the other hand, promoted a number of "war epidemics" policies with a macro rescue of 10 million yuan. The detailed rules lead the first batch of 20 negative-pressure ambulances, and Chery rents pioneers to fight the epidemic ... In the long-term work of supporting the epidemic prevention and control at the present stage and later stage, we can see the national spirit under the patriotism of our own brand, and we can also appreciate the joint venture and imported brand "China, China".
Tian, sales manager of Dongfeng Nissan Haining franchise store, has had a haircut for 8 years.
Up to now, customers have been given haircuts 16 times.
Not only local car companies actively participate in the anti-epidemic front and compete to lay out "healthy cars", but also Wuhan local car companies such as Dongfeng Group, Dongfeng Honda, Dongfeng Renault, etc. actively open special policies for car purchase in the medical system, and comprehensively upgrade and protect the distribution stores. On the basis of the accumulated donation of more than 70 million yuan from Dongfeng Company and its subsidiaries, not only Dongfeng Renault actively mobilized resources, but also donated anti-static clothing, laboratory special clothing (anti-static), chemical goggles, protective masks (9502), one-piece anti-static overalls and other protective articles; More ordinary and great Dongfeng Honda people have emerged, such as "fire-fighting drivers" Yao Chao and party member Andy, who actively participated in the "Volunteer Service Team of the Soul of the Army" in the patient receiving area, He Lei, the "patron saint" of Vulcan Mountain, and Ning Cheng, a "porter" who fought until the early hours of the morning.
At the same time, major car companies have carried out the work of resuming work and production in an orderly manner according to law, actively promoted non-contact car purchase activities such as live broadcast and online shopping malls, and also propped up a warm spring umbrella for employees, car owners and consumers.
BYD and other car companies adjusted their production lines in time to help produce masks and disinfectant gels to help fight the epidemic.
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Q3: "315" equals "PR robbery"? Are car companies afraid?
A3: Don't be afraid of the "3 15" party. The car service will change day by day.
"Another year of' 315' and another sleepless night of public relations." Every year "3 15", there is always such a "public relations robbery" in the circle of friends. Even if the New Year's "3 15" party is not publicly "implemented", the brand public relations people who are empty all night are afraid. For them, it may not be a public holiday or a comfortable bag that can be completely solved-only taking "3 15" as an alarm and turning the service level and product quality into "day shift" is the secret of standing.
Then back to the third question itself-are car companies afraid of "3 15"? I think, on the surface, the word "fear" seems to distinguish between fear and right and wrong; But it is also a kind of "fear" that has withstood the test of conscience-it can only restrain those car companies with real conscience, those car companies that are worried about bringing trouble to consumers, and those car companies that are worried about bringing trouble to car owners because of their negligent mistakes, but they can't sleep. If we are only afraid of being trained or losing our jobs, and losing the aura on our heads, in the long run, the automobile market in China and even the whole world will be in danger with the macroeconomic downturn.
This article comes from car home, the author of the car manufacturer, and does not represent car home's position.