China Consumer Association: Complaints about new energy vehicles will increase significantly in 2021

Tramway news: A few days ago, the China Consumer Association released the analysis data on the acceptance of complaints by the National Consumer Association in 2021. The number of complaints about automobiles and auto parts has increased significantly, which is significantly related to the increase in complaints related to new energy vehicles. Because new energy vehicles are new things, consumer complaints are difficult to prove and difficult to protect their rights.

The data shows that in 2021, the National Consumer Association accepted 1044861 consumer complaints, of which 491,040 complaints about commodities, accounting for 47.00% of the total complaints. The number of complaints about automobiles and auto parts was 41,624, accounting for 3.98%.

The China Consumer Association said that with the gradual promotion and ownership of new energy vehicles, the number of related complaints has gradually increased. The main problems of consumer complaints are: First, the safety problems of new energy vehicles, such as driving power outages, spontaneous combustion of cars, and failure of automatic driving systems. Second, the battery quality problems are prominent, such as charging failures. Third, the mileage is shrinking, especially in the winter low temperature, the endurance loss is fast. The fourth is not to fulfill promises, such as publicizing the use of high-performance chips, but this is not the case. Fifth, the price change caused controversy, consumers just signed the contract has not yet picked up the car, the purchased model will reduce the price, or launch the same price but higher performance configuration of the product, resulting in consumer dissatisfaction. Sixth, for the sold models, modify the online promotional materials and instructions at will. Seventh, the supporting after-sales service system, maintenance outlets, maintenance technicians, etc. cannot meet the needs of high-speed growth of new energy vehicles, affecting consumers' experience and after-sales satisfaction. Eighth, the issue of car data storage and provision has aroused widespread concern. With the improvement of the intelligence of new energy vehicles, the relevant data is monopolized and refused to be provided by manufacturers, and disputes have arisen.

For example, in July 2021, consumer Ms. Song complained to the Consumer Rights and Interests Protection Commission of Lucheng District, Wenzhou City, Zhejiang Province, that her electric vehicle spontaneously combusted while charging, and the consumer believed that the electric vehicle sold by the 4S store had quality problems and demanded compensation. After mediation by the Lucheng District Consumer Protection Commission, the two sides reached an agreement that the 4S store refunded 96,800 yuan of car purchase money, subsidized 20,000 yuan for burned items in the car, gave 16,000 yuan of lost work subsidies and 30,000 yuan of compensation for mental damage, a total of 162,800 yuan.

For another example, on September 19, 2021, consumer Ms. Wang pre-purchased a pure electric vehicle at a new energy vehicle 4S store in Suzhou, and the model was a green version of the mechanical brake. Ms. Wang paid the deposit, and the two parties signed a vehicle pre-sale contract, but the delivery date column in the contract was blank. A month later, Ms. Wang contacted the 4S store to deliver the balance and pick up the car, but the 4S shop told Ms. Wang that due to the manufacturer's adjustment of production, the model ordered by Ms. Wang had been discontinued, and now upgraded to an electronic handbrake, and only cyan, the upgraded model needed Ms. Wang to pay an additional 3,000 yuan to pick up the car. Ms. Wang believed that the 4S store was in breach of contract and demanded to pay for the car as agreed or refund the deposit and compensate for the loss. 4S Shop disagrees. Ms. Wang then complained to the Consumer Rights and Interests Protection Committee of Suzhou Municipality, Jiangsu Province. After repeated mediation by the Suzhou Municipal Consumer Protection Commission, Ms. Wang purchased a new model at a small markup, and the complaint was resolved.

For another example, on September 29, 2021, Mr. Zhang, a hubei consumer, complained that he spent 200,000 yuan to buy a brand of new energy vehicles, and claimed that he could charge once and have a range of 510 kilometers, but the cruising range when the consumer actually used it was only 300 kilometers. Consumers believe that there is false publicity and complain and ask for help. After the local consumer coordination solution, the operator replaced the battery for the consumer.

The China Consumer Association suggested that operators bear the main responsibility for solving the difficulty of safeguarding the rights of new energy vehicles. First, we must pay close attention to product safety, especially to strengthen the data security, network security, software upgrades, and functional safety of intelligent and connected vehicles, strengthen the risk notification and quality control of auxiliary automatic driving, and ensure the safety of consumers' personal and property. Second, it is necessary to truthfully and comprehensively inform the product situation, fairly and reasonably agree on the rights and responsibilities of both parties, and do not exaggerate or falsely publicize. Third, we must earnestly implement the obligation to deliver qualified products, assume contractual responsibilities, and fulfill the commitments made. Fourth, we must protect consumers' right to know data. Automobile data is an important certificate for consumer rights protection, and consumers have the right to know, consult and obtain raw data related to themselves without tampering. Fifth, we must do a good job in after-sales service, fully respect consumers, humbly listen to consumer opinions, face up to their own problems, actively and properly handle relevant complaints, and put an end to delay, bullying, coercion and intimidation. In addition, the new three guarantees of automobile regulations are officially implemented, and automobile operators should conscientiously study the new regulations, update the three guarantees policy in a timely manner, strengthen the training of enterprise employees, and implement the three guarantees regulations in place.