In the past two months, with the spread of the global epidemic, raise the price of the mask was banned news also almost occupy the major news headlines, especially in the "315" period, is to become a consumer rights "disaster area". In addition, "2020 Baidu 315 search data report" also pointed out that in 2019, online shopping, financial services, travel, food safety, 3C digital, mobile communications, automotive, **** enjoy the economy and other industries rights fever.
In the face of the postponed CCTV "315" evening party, the automobile industry is still a high incidence of copyright infringement, whether in the sudden epidemic and the continued downturn in the economic environment, to maintain the sense of justice of the automobile people should be? Kan car e family from the 2017 joint global automotive network opened a special channel for rights protection, extracted nearly a year of car market observation, carry out soul torture.
Q&A
Q1: Without "315", the problems raised by users will not be solved?
A1: to protect the rights and interests of auto consumers, there is no "golden period".
With the convenience and efficiency of the network, consumer rights and interests are more and more emphasized, automotive "315" is also always "voice". Recently released "2019 national consumer association organization accepts the complaint situation analysis" shows that in 2019, automobile complaints increased by 25.1% year-on-year.
2019 car quality complaints, the most conspicuous is the Peugeot brand. Compared with the Volkswagen brand due to the sales dominance and the subsequent increase in the ratio of complaints, the annual sales of only 63,737 units, with a 6.9% share of the "honor" of the complaint list in the second place, more surprisingly, Dongfeng Peugeot.
The Dongfeng Peugeot 408 has the most complaints, accounting for 63.6 percent of the total. Over the past year, the model complaints, in addition to the Goodyear 215/50?R17 tires equipped with cracking problems, mainly focused on the core components - engine problems, such as burning oil, fault light on, foreign matter in the cylinder. In fact, in 2019, the monthly complaint list, we can find it in the list of the most prominent position, to take the annual championship is not "rare". Until February 15 this year, Dongfeng Peugeot finally launched a large-scale recall of the assembly of 1.2T engine models. In the "315" eve of the "as", can not help but let a person have compassion - is forced by regulatory pressure, or to calm the rights of nearly a year of owners of the sound wave?
In addition to quality defects, "not solve the problem" has also become the focus of auto consumer complaints. Failure to quickly solve the user's problem, the recall program has not been satisfied with the owners, it seems that the Dongfeng Peugeot not only slow iteration of the model, the brain circuit is also disappointing, no wonder even if the blood avalanche price cuts in sales, but also difficult to salvage the situation.
Compared with such a "negative example", those who adhere to the sense of justice of the automobile brand, it seems much more lovely. From the 2019 automobile quality complaints TOP10 brand, we only see an independent brand "list"; but since 2017, the independent brand domestic automobile market share of more than 40%, even in 19 years of sharp decline, but also occupy 39.2% of the market share. To a certain extent, it reflects the quality and reliability of the leading independent brand enterprises.
On the independent brand, last year's big fire Mercedes-Benz woman turned to WEY?VV7 embrace event, the most vivid. Compared to the oil leakage accident and the service of the rights of the dilemma of no door, put down the face on the hood of the helpless claim, after four months to abandon Mercedes-Benz mention Great Wall, more like a dark flowers and a village of the end. One side is leaning on the "old" sell "old" German BBA classic, one side is the reputation all the way up the domestic high-end brands, in the protection of consumer rights and interests in this matter, some brands are "forced"! Pulled into the seat, some brands have never left the seat.
And the "new forces", there are also quite a "self-conscious person". For example, if you look at the Azera APP community, you'll find that there is not only first-hand information about the brand, interesting experiential activities, and stylish Azera gifts, but also active messages from Li Bin, Qin Lihong, and other members of the family, who are even involved in dealing with the owners' test drive, car use, and after-sales issues. Among them, the @Icecube car notes widely recognized in the comment area share, also proved that the automobile brand "increasingly metamorphosis": "I have to say, this time from the production process of the engineering car and ES8 compared to the progress is simply sky-high, along with more than a year of ES8's manufacturing process to improve, I am very satisfied with ES6's workmanship. I am very confident in the workmanship of ES6." In addition to this, the same number of praise for the Azera repair and refueling services.
In the 2019 complaint problem handling, Geometric Motors and other brands even received 5 points of satisfaction. In addition, brands such as Volvo, Acura, Datsun, Cadillac, Jetta, New Baojun, Dongfeng Fengguang, Geely, BYD, MG, etc., also gave consumers more satisfactory responses.
Reviewing the "A Promise for Cars? Not just a thousand gold" 2019 "YINO Cup" annual selection, "annual safety and quality sedan" Geely New Dihao, "annual star push enjoyable sedan", "annual star push enjoyable sedan". Dongfeng Yueda Kia new generation K3, "annual user trust brand" BYD Auto and other award winners, also by virtue of excellent product quality and perfect service system, impressed nearly ten million people star pusher. It can be seen that along with the increasing popularity of automobiles, the professionalism of automobile people is also improving, not only riveted to improve product quality, but also actively solve after-sales problems.
Q&A
Q2: What did car companies do for car owners during the epidemic?
A2: Supported numerous umbrellas, special period e up to fight the "epidemic".
The outbreak of the new Crown pneumonia epidemic a year ago has not yet faded away by the day of "315". Data show that 78% of the catering business loss of more than 100% of the operating income; the number of daily active users of the network car platform phase decline of about 50%; January-February this year, auto sales fell 42.0% year-on-year, reaching only 2.238 million ...... in this protracted war, the country, enterprises, individuals, none of them are immune.
The automobile industry, as a strategic, pillar industry of the national economy, has also demonstrated that it should be a "general" to bear and style. Only from the Kan car e family media library captured in the car enterprise anti-epidemic action, can be perceived one or two. During the period, the fastest response belongs to BMW and Mercedes-Benz - January 26, BMW China and BMW Brilliance quickly launched the China Charity Federation BMW Love Fund, an emergency donation of 5 million yuan to combat the epidemic in Wuhan; on the same day, Mercedes-Benz based on the first 10 million yuan of the first full implementation of the epidemic prevention and love funds donated 20 million yuan. On the same day, Mercedes-Benz made another donation of 20 million yuan to fight the epidemic based on the full implementation of the first 10 million yuan. The most sustained ones are SAIC Volkswagen and Chery Automobile. SAIC Volkswagen donated 40 million yuan in February to launch the "Huizhou Angel Care Program", and then donated 10 Passat plug-in hybrids to research and develop the air purification system in the car; Chery Automobile donated 10 million yuan in macro-support to promote a number of "war against the epidemic". "War epidemic" policy, rules and regulations led the first 20 negative pressure ambulances, Chery rental vanguard fleet and other *** with the war epidemic ...... in support of epidemic prevention and control of the current period and the latter part of the long-lasting work, we can see the independent brand of patriotism under the spirit of the nation, but also to appreciate the joint venture and imported brands. We can see the independent brand patriotism under the national spirit, but also can appreciate the joint venture and imported brands "in China, for China" of the "with the son of the same robe".
Tian Changbao, sales manager of Dongfeng Nissan's Haining Baisheng franchise, who has been cutting hair for eight years, has cut hair for customers 16 times since the epidemic began
Not only are car companies around the world actively engaged in the fight against the epidemic and scrambling to lay out "healthy cars," but also local car companies such as Wuhan's Dongfeng Group, Dongfeng Honda and Dongfeng Renault are actively engaged in medical treatment. Local automobile enterprises such as Dongfeng Group, Dongfeng Honda, Dongfeng Renault, etc. have also actively opened a special policy for preferential purchase of cars for the medical system and carried out a comprehensive upgrade of the safety protection of dealerships. On the basis of the accumulated donation of more than 70 million yuan by Dongfeng Group and its enterprises, Dongfeng Renault has not only actively mobilized resources to donate anti-static suits, special suits for laboratory (anti-static), chemical-proof eye masks, protective masks, anti-static overalls and other protective supplies, but also "fire-fighting driver" Yao Chao, "fire-fighting driver" Yao Chao, "fire-fighting driver" Yao Chao, "fire-fighting driver" Yao Chao, "fire-fighting driver" Yao Chao, "fire-fighting driver" Yao Chao and "fire-fighting driver" Yao Chao. "Yao Chao, actively join the patient shelter area "military spirit volunteer service team" of party members Zhang Wei, Vulcan Thunder God Mountain "guardian god" He Lei, fighting to the early morning of the 90s "porters The ordinary but great people of Dongfeng Honda such as "Ning Cheng" and so on.
At the same time, the major car enterprises in accordance with the law and orderly resumption of work and production, and actively promote the live broadcast, online shopping malls and other non-contact car purchase activities, but also for the employees, car owners, consumers to support the warm spring umbrella.
BYD and other car companies timely adjustment of production lines, aid production masks, disinfectant gel to help fight the epidemic
Q&A
Q3: "315" is equal to the "public relations robbery"? The car companies are afraid?
A3: No fear of "315" party yearly change, automotive services should be daily change.
"It's another year of '315', another night of sleepless nights in PR." Every year "315", the circle of friends always have this kind of "PR hijacking" paragraph endless. Even if the year more "315" evening party is not open "execution", the brand public relations of the empty night guards are also shivering. For them, perhaps not a public holiday, a consolation package can be completely resolved - the only "315" as a wake-up call, knocking service standards, wake up the product quality into the "day shift! "It is the secret of standing.
So back to the third question itself - in the face of "315", car companies afraid? I think, "afraid of" a word, the surface seems to distinguish between right and wrong fear or not; but is a kind of conscience tested "fear" - and it is only able to constrain the real conscience of the car company It can only restrain those car companies that are truly conscientious, those who are afraid of bringing trouble to consumers, and those who are worried about bringing trouble to car owners due to their own negligent mistakes, but cannot sleep. If only the fear of being trained or lost their jobs, no head of the halo, in the long run, with the increasingly downward macro-economic, China and even the global automotive market is in danger.
This article comes from the author of the automobile home car family number, does not represent the views of the automobile home position.