On January 13, the Motor Vehicle Market Supervision Office of the Nanning Municipal Market Supervision Bureau announced the complaints about household automobile consumption in 2021. According to the data, the Motor Vehicle Market Supervision Institute handled a total of 1213 complaints about household automobile consumption throughout the year (125 letters and petitions were dispatched by the Nanning Municipal Market Supervision Bureau and 1088 complaints by the Nanning 12315 Center). The amount of consumption involved was as high as 129 million yuan, and the amount in dispute was 25.5473 million yuan, saving 11.50605 million yuan in economic losses for consumers.
It is understood that in 2021, the number of household automobile consumer complaints in Nanning Exceeded 1,000, indicating that the popularity of automobile consumption has not decreased, and the hot spots of complaints are mainly concentrated in the "three guarantees" responsibility of vehicle return disputes, cancellation (deposit) disputes and other issues. With the increase in the popularity of household car consumption, consumers' requirements for car purchase are also increasing year by year. Consumers' "three guarantees" responsibility for vehicles with product defects within one year of purchase and use is mostly the return and replacement of the whole vehicle. However, because of the defects of such vehicles, there are often situations that do not meet the return and replacement conditions stipulated in the "three guarantees", which is most likely to cause consumer disputes. Through the mediation of the market supervision department and the extensive publicity of the "three guarantees" regulations, such problems can be better solved.
In the second half of 2021, due to the shortage of global chip supply and the impact of the epidemic, the contract disputes that led to the inability of car dealers to provide vehicles on time or at the original price surged, and consumers felt strong dissatisfaction with waiting for a long time without getting a vehicle or raising the contract price by several thousand yuan, but because the car dealers were limited by the supply of manufacturers, they could not perform according to the original contract in the end.
In view of such problems, on the one hand, the Motor Vehicle Market Supervision Institute of the Nanning Municipal Market Supervision Bureau urges some dealers of hot brands to fulfill their obligation to inform and sign contracts with consumer knowledge; on the other hand, the market supervision department adopts mediation, reasoning and persuasion to eliminate disputes. At present, through the active coordination of the market supervision department on both sides, the consumption environment of the city's household brand automobile market is stable and healthy.
【Case 1】
On September 18, 2021, Mr. Tao, a consumer, purchased a Geely Emgrand IV flagship white car at a Geely 4S store and picked it up in the afternoon of the same day. At the pick-up site, it was found that the engine emission failure light of the car was lit, and after the treatment of the 4S shop, the fault could not be solved, and the Geely manufacturer went to the store after sales to test and confirmed that there was a quality problem in the fuel injection pipe of the car and needed to be replaced. For the new car to break down on the same day, it is difficult for consumers to accept, and put forward a request for return and replacement of the car, but the merchant refused, so the complaint was 12315 for mediation.
After understanding, the two parties have no objection to the facts in dispute. The mediator of the market supervision department explained to the consumer the relevant contents of the "Provisions on the Responsibility for Repair, Replacement and Return of Household Automobile Products", and during the validity period of the "three guarantees" of household automobile products, if the conditions for replacement and return of these regulations are met, the consumer shall replace and return the goods by the seller with the "three guarantees" voucher and the car purchase invoice.
Household automobile products within 60 days from the date of the seller's car purchase invoice or within 3,000 kilometers of driving mileage (whichever comes first), household automobile products have steering system failure, brake system failure, body cracking or fuel leakage, consumers choose to replace household automobile products or return, the seller shall be responsible for free replacement or return. Mr. Tao's vehicle did not meet the conditions for returning and replacing the car, and after mediation, the merchant finally gave the consumer three thousand yuan in cash compensation, and the two sides reached a settlement.
【Case 2】
On September 10, 2021, Ms. Li signed a car purchase contract with a Nissan Automobile Sales Service Co., Ltd. on Nanzhan Avenue, Jiangnan District, Nanning City, to purchase a Dongfeng Nissan car and pay a deposit of 5,000 yuan, and the merchant promised that the car could be delivered before October 15, but on October 8, the merchant notified that it could not be delivered according to the agreed time without a chip. Ms. Li believes that the merchant infringes on the legitimate rights and interests of consumers, and asks the market supervision department to help and require the merchant to pay 2 times the liquidated damages.
After mediation, the two sides reached an agreement that the consumer would continue to wait for the reserved vehicle, and the merchant would deliver the vehicle to the consumer in a timely manner after receiving the vehicle manufacturer's supply. In early December 2021, consumers mentioned the vehicle they had booked, and the dispute was properly resolved.
During the mediation, the merchant had proposed to agree to return Ms. Li's deposit, but could not carry out a settlement plan of 2 times the compensation, and the consumer expressed his disapproval of not being able to pay 2 times the compensation in the settlement plan, and the two sides could not dispute. Later, the mediator clarified to the consumer that although the merchant did not provide the vehicle according to the time agreed in the contract, the subjective reason for its inability to deliver the vehicle as agreed was that the vehicle manufacturer lacked the core materials of the product, and the merchant did not maliciously refuse or delay the performance of the operator's obligations, and the merchant and the consumer reached an understanding and satisfactorily resolved the consumer dispute.
@Yuzai Yunu,
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Source 丨 Nanning Daily reporter Yang Ling Correspondent Yi Yehao He Zhengjun
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