The steering wheel is misaligned, what is the general fault? For this problem, I believe that all the old drivers have a number in mind. Recently, Mr. Qian's BYD in Zhejiang province met.
However, what he did not expect was that in the whole maintenance process, BYD dealers and social repair shops handled the problem in a completely different way, the former suggested replacing the steering machine, while the latter only took 5 minutes to do a computer reset to solve the problem, and did not receive anything.
Mr. Qian later began to suspect that the dealer had a small illness overhaul and a suspicion of "minor illness overhaul", so what is the truth?
01
Owner: May be free service will not be repaired
According to Mr. Qian's recollection, his BYD suddenly found that the steering wheel had been tilted to the right when he parked before, not only when he parked, but also when the car was driving. Because I have been driving for 20 years, I also have some experience, and I always feel that this situation is a bit dangerous, so I did not continue to drive, but directly drove to a BYD 4S store to plan maintenance.
At that time, the diagnosis given to him by the shop was a mechanical problem with the steering machine, which needed to be replaced if it failed. Mr. Qian did not agree at first, but went to a repair shop outside for consultation. After talking with Boss Shen of the auto repair plant, Mr. Qian asked Boss Shen to check his car.
What he did not expect was that Boss Shen just used the computer in his shop to reswir, and it took only 5 minutes to solve the problem of the steering wheel running to the right, and he had not yet collected a penny from Mr. Money.
According to Boss Shen, in their factory maintenance, generally like such inspections are not charged, the factory computer data has long been matched with the model, in fact, only need to reset can be.
Boss Shen said that in their factory maintenance, generally like such a computer re-brushing and inspection are not charged, only on-site service will be charged 300-500 yuan range of fees, and the computer data in their own factory is also long matched with the model, in fact, this failure has also been encountered before, only need to reset can be.
Although the fault was eliminated, Mr. Qian was extremely afraid. He himself came up with two hypotheses:
The first hypothesis is that this BYD dealer is because it knows that this fault can be eliminated by brushing the computer, and this service is also free, so it deliberately does not give repairs, because the replacement of the direction function can earn more profits, which is a minor illness overhaul.
The second hypothesis is that the technician who handled the car was not skilled in the business, and did not see at a glance that the fault could be eliminated by computer reset, indicating that the store also had problems in the level of after-sales service.
In this regard, the dealer's maintenance workshop manager Yuan argued that after Mr. Qian came to the store to inspect, the technician and he reported that the steering wheel was biased to the right, and it was heavy on one side and light on the other, so he thought that there was a problem with the steering machine and proposed to replace the steering machine.
But the owner of the car, Mr. Qian, said that he only had the steering wheel to the right, and the so-called heavy and light situation was added by the store itself, and he never said it. Mr. Qian also said that he bought BYD because he trusted BYD and loved the brand, and hoped that his second car would also be BYD, but the store's current approach made him cold.
On this point, another person in charge of the store said that it may be a small misunderstanding with Mr. Qian in communication, and then will make a reasonable negotiation with the owner to give some compensation, which is also a lesson.
02
When will the pain points of minor illnesses and overhauls be solved?
The story is over, but it leaves me with thoughts.
"Minor illness overhaul" of the industry cancer has long existed, an unnamed head of an automobile company in North China has publicly stated that too many consumers do not understand the common sense of car maintenance, 4S shop new car sales profits declined, to improve profitability must be from after-sales thinking, and the lack of consumer knowledge in this regard just gave some profit-hungry 4S stores to take advantage of the opportunity.
For the current chaos in the auto repair market, some insiders said that the insufficient punishment of the existing punishment is the main culprit that promotes this atmosphere.
Although it is clearly stipulated in law that when consumers encounter legitimate demands, the relevant merchants will be punished to varying degrees, but due to consumers' lack of understanding of automobile maintenance knowledge, as well as difficulty in presenting evidence, it is difficult for the auto repair industry to receive due punishment for the problem of "minor illness and major repair". The most critical thing is that 4S stores with the background of the main engine factory/brand are more prominent on this issue.
People in the relevant industry said that there is often a tacit understanding between the main engine factory and the dealer, firmly grasping the original factory parts in their own hands, and the external social repair factory can not touch the original parts, which makes consumers unable to choose, forcing them to cultivate the innate soil for the stubborn disease of "minor disease overhaul" in their own channels.
Many brand dealers after-sales customer complaints continue to flow, where to repair and maintain the customer's own car has become an unsolved problem, Xiaobian has done some small surveys in some car maintenance WeChat groups, more than 80% of users believe that whether it is in the brand 4S shop or in the social repair shop to do maintenance, in the end is a "compromise".
China's special national conditions have led to the oem-4S authorized dealers in a long-term "hegemonic position" at both the pre-sales and after-sales ends. However, from a latest market research report, about 36% of customers will leave the 4S store after the warranty period and choose other channels, compared with before, this proportion has increased a lot.
Overall, the domestic automotive aftermarket, especially in the maintenance market, has not yet formed a unified industry standard, there is no administrative restriction barriers, the industry entry threshold is low, the concentration is low, the market participants are extremely dispersed, and there are huge differences in the size of the area, equipment investment, personnel quality, site selection and service quality, charging standards and other aspects of different types of participants.
In addition, the 4S dealer system authorized by the main engine factory, as well as the spare parts dealers with OEM supply chain cooperation agreements, have technical advantages in the maintenance of the core components of the car, but because the business scope of the maintenance of the core components is limited to the designated brand, the overall influence on the automobile maintenance and repair market is relatively limited.
The domestic automobile maintenance market has been in a state of serious saturation, the current situation of oversupply is difficult to alleviate for a while and a half, and because the domestic sales growth rate of new cars has slowed down since 2015, the profits of the 4S channel have been further compressed, and they have begun to expand to after-sales channels, which has further aggravated the competitive situation of the maintenance fast insurance market segment.
To sum up, "minor illness overhaul" is still a common phenomenon, not only existing in 4S shops, but also at the level of social repair shops. Imagine if today's case happened to a car owner who is not an old driver, how would things develop?