In just over a month, the annual International Consumer Rights Day of 3.15 is just around the corner. As an important means of transportation for daily travel, the topic of car consumption rights protection has attracted much attention in recent years, and it is almost every year the focus of CCTV's 3.15 evening party.
What has changed in auto consumer complaints in the past year? Have you ever had trouble with your car in use? In order to help everyone protect their rights, starting from today, the City Express Express Will Once Again Join Hands with Hangzhou 12345 to Launch 3.15 Automobile Consumption Theme Report, If your car has "grievances", welcome to tell us, we will link up with the competent government departments to help you protect your rights.
1
Complaints about new energy vehicles are increasing
In 2021, mainland automobile production and sales reached 26.082 million units and 26.275 million units, respectively, an increase of 3.4% and 3.8% year-on-year, ending the decline for three consecutive years since 2018, of which new energy vehicle sales reached 3.521 million units, a year-on-year surge of 157%. While car sales have increased, the number of complaints has also continued to remain high.
According to the statistics of the "2021 National Consumer Association Organization Acceptance of Complaints" released by the China Consumer Association, in 2021, the National Consumer Association organization accepted 1044861 consumer complaints, an increase of 6.37% year-on-year, of which blind boxes, smart cars, script killing, etc. have become new hot spots for complaints. Among the specific commodity complaints, automobiles and parts ranked third in the number of complaints, and the number of complaints increased by 19.28% over the previous year.
Top 10 Complaints in the National Commodity Segment in 2021 (Unit: Pieces)
In this complaint summary report, the China Consumer Association specifically pointed out that with the promotion and ownership of new energy vehicles, the number of related complaints has gradually increased. In the past year, complaints around new energy vehicles have mainly focused on several aspects: new energy vehicle safety issues, such as driving power outages, auto spontaneous combustion, automatic driving system failure, etc.; battery quality problems such as charging failures; shrinking mileage, especially in winter low temperatures; non-fulfillment of promises, such as publicizing the use of high-performance chips, but the actual situation is not so; price change disputes; modify online promotional materials and instructions at will; supporting after-sales service systems, maintenance outlets, Maintenance technicians and others cannot meet the needs of high-speed growth of new energy vehicles, affecting consumer experience and after-sales satisfaction; car data storage, provision problems, etc.
For example, in July last year, Ms. Song of Lucheng District, Wenzhou, complained to the local consumer association that her electric vehicle spontaneously combusted while charging, there were quality problems, and demanded compensation, and after mediation by the local Consumer Protection Commission, the 4S store refunded her 96,800 yuan of car purchase money, and compensated 20,000 yuan for the burned items in the car, while giving 16,000 yuan of lost work subsidies and 30,000 yuan of mental damage compensation.
For another example, on September 29, 2021, Mr. Zhang of Hubei Province spent 200,000 yuan to buy a brand of new energy vehicles, and the manufacturer claimed that it could reach 510 kilometers when charging electricity once, but Mr. Zhang's actual mileage when using it was only 300 kilometers. He believed that there was false propaganda and complained and asked for help. After local consumer coordination, the 4S store replaced the battery for the consumer.
02
Is it difficult to protect the rights of automobile consumers? Express reviews help you
In addition to the increasing number of new energy vehicles, the use of a large number of intelligent applications in automobiles has also increased the difficulty of protecting the rights of automobile consumers. As a result, many consumers choose to defend their rights at the auto show site, such as the Shanghai Auto Show in April last year and the Guangzhou Auto Show in November, and there were cases where car owners defended their rights on the spot. In the view of many people in the industry, consumer rights protection in the automotive field, especially in the field of intelligent and connected vehicles, there are pain points, difficulties and blockages, which are difficult problems that need to be solved in the current auto consumer rights protection field.
In this regard, the China Consumer Association also specially reminded car companies that to solve the difficulty of protecting the rights of new energy vehicles, operators should bear the main responsibility: car companies should pay close attention to product safety, especially to strengthen the data security, network security, software upgrades, functional safety of intelligent and connected vehicles, strengthen auxiliary automatic driving risk notification and quality control, and ensure the safety of consumers' personal and property; to 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 information related to themselves. The original data that has not been tampered with; in addition, the operator should truthfully and comprehensively inform the product situation, do not exaggerate or falsely publicize; effectively implement the obligation to deliver qualified products, and do a good job in after-sales service.