Just one day ago, the Beijing News published "Reporter Undercover 4S Shop: Dismantling Parts to" Generate Income "? Dumping the owner's cleaning agent "for maintenance" exposed the illegal business practices of the above two dealers, mainly involving determining the damage before determining the damage of the accident car, reducing the maintenance process, over-promoting and intercepting the warranty products, etc., which harmed the interests of consumers in the two aspects of automobile maintenance.
Soon, SAIC Volkswagen and Dongfeng Nissan responded to the bad behavior of the exposed dealers. SAIC Volkswagen said that it has ordered the dealers involved to immediately suspend business and accept relevant investigations; Dongfeng Nissan also said that it will cancel the star rating qualification of the franchise stores involved from now on and make rectification within a time limit. However, from the on-the-spot visit of the car headline App, although the reputation of their respective car brands has been damaged by two bad behaviors: fixed loss, excessive maintenance and false maintenance, the current OEM punishment measures have not affected their normal operation. Even the SAIC Volkswagen Beijing Hengxing Tiancheng 4s store, which was asked to "rectify immediately", seems to be unaffected at all.
From the outside world, the Beijing News investigated thoroughly, the enterprises involved responded quickly, and the interests of consumers were valued and protected. In fact, the dealers turned a deaf ear to the requirements of the OEM, and the effect of the punishment measures disclosed by the OEM remains to be tested. At the very least, the Beijing Hengxing Tiancheng 4s store, which is inconsistent in appearance and "operating against the wind", needs the main engine factory to promote the rectification with thunder and lightning. On the contrary, the exposure of such violations has gradually faded out of public view over time, and it is difficult to safeguard the interests of users.
In the long run, the chaos in the maintenance link will never be eliminated because of the exposure of these two dealers. Over the years, from the user complaints, media exposure, and even the "3. 15 party", the protection of consumers' rights and interests in the automotive after-sales field is still a "long-standing problem".
▲ The reception desk of SAIC Volkswagen Beijing Hengxing Tiancheng 4s Store accepted the accident assessment.
The "indifference" of Beijing Hengxing Tiancheng 4s store to SAIC Volkswagen only proves once again that the current manufacturer relationship cannot effectively protect the interests of users.
First of all, OEMs lack effective constraints on dealers' behavior, especially from the traditional manufacturer relationship. The relationship between dealers and OEMs is mainly cooperation, and the degree of restraint depends on the strength of both enterprises.
After the incident, both SAIC Volkswagen and Dongfeng Nissan indicated that they would "rectify" the dealers involved. Beijing Hengxing Tiancheng 4s Store's most sincere response to SAIC Volkswagen may be to change its business status to "closed" on the map software. It is not known when Dongfeng Nissan Shengtong franchise store will land "rectification within a time limit". Subsequently, SAIC Volkswagen and Dongfeng Nissan both indicated that they would start special inspection of after-sales service. However, it is difficult for OEMs to make dealers comply with the "rectification" measures of suspension of business. How useful can the so-called special investigation be?
▲ SAIC Volkswagen Beijing Hengxing Tiancheng 4s Store Exhibition Hall
Secondly, the OEM focuses on strengthening the supervision process, which is still an improvement on the existing model and cannot fundamentally safeguard the interests of users. At present, in addition to strengthening the so-called supervision, OEMs should also consider a problem with dealers-how to eliminate the profit model to the maximum extent.
When the get-off industry turns to the stage of stock competition, the profit of dealers has long been unable to rely on new car sales, and financial services and maintenance have become the main profit links. The "backward shift" of profit pressure and the lack of supervision have turned many illegal operations into industry chaos.
Last year's "Mercedes-Benz female car owner" incident? Let the "financial service fee" without invoices be exposed. "Financial service fees are the default gray income of the industry, which is too common in the field of new and used car sales. Different financial companies charge different fees. I have seen them charge 2000- 10000 according to the loan amount. Some of them received the company's points, and some went directly into the sales pocket. " A practitioner once revealed to the car headline APP.
Through many visits, the car headline App found that financial service fees are indeed ubiquitous. The salesperson of a 4S shop of a European car company once revealed to the headline APP that the sales suggested buying a car by stages. The first is commission incentive. Second, loan finance companies are self-operated by car companies, and sales staff have fixed tasks every month.
Financial service fees are just the tip of the iceberg. Under the existing business model, the unreasonable KPI guidance formulated by the OEM and dealers makes the sales and after-sales service personnel "take the initiative to do evil". The undercover investigation of the Beijing News also found that employees cut processes, over-promoted, and false maintenance. , all in order to get a commission. Dealers smashed cars to determine the damage, but also for thousands of maintenance projects. For these, some employees said that "it is normal, every car is smashed, otherwise how can we make money?" This is the industry. "Some employees said that" it takes more than ten minutes to repair a car with abnormal noise, and it takes one day. If you can't repair this car, you won't make a penny a day. "
Facing the increasingly fierce competition and brand-new trend in the automobile market, the relationship between users, car companies and dealers is undergoing profound changes. In addition to strengthening supervision, car companies and dealers should also re-examine their business philosophy and re-formulate profit models.
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