[315 Report] Lincoln Aviator Resonance was seriously complained about

Source: China Net Auto

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China Net Auto March 14 news (reporter Wang Yidong) China net auto quality complaint platform recently received a complaint from Lincoln aviator owners that the 2020 aviator he purchased has a serious low-frequency resonance problem. According to the owner's description, the car is driving at a low speed, the resonance in the carriage, ear pressure is serious, especially driving on the rough road is more obvious, near the ear including the temple is very uncomfortable, and even chest tightness, dizziness and other situations.

The owner stressed: After the 4S shop test drive test, the test technician admitted that the problem existed and said that he would feedback the manufacturer, but there was no relevant solution in the follow-up. In the "Pony Says Car" complaint mediation program launched by the China Net Auto Quality Complaint Platform, the owner of the car and the 4S shop of the test vehicle were also connected on the spot, and the relevant person in charge of the store also expressed his views on this, he believes that personal driving feelings are different, and there is no quality problem in the car. The problem lasted more than 1 month from the owner's complaint to the deadline, the fault has not been resolved, so far, the complaining owner is also quite discouraged by the after-sales service of the Lincoln brand.

The reporter learned that although low-frequency noise does not seem to be fatal, it can reach the ear bone of the person, making it sympathetic nervous, tachycardia, increased blood pressure, and endocrine disorders. People are forced to accept this noise, and it is easy to get upset, irritable, and even lose their minds. If it is disturbed by low-frequency noise for a long time, it is easy to cause various neuroses such as neurasthenia, insomnia, and headache.

In addition, because the frequency of low-frequency vibration and noise is close to that of the human organs, it can cause resonance, so the impact on the internal organs is very large, and the long-term influence will lead to irreversible damage to the heart, lungs, spleen, kidneys, etc. Some sensitive people can feel adverse reactions such as headaches, panic, and brain swelling in normal times, which will affect the mind for a long time. Therefore, this seemingly unserious problem will actually make people suffer unconsciously. In the long run, it is possible to cause great trauma to the human body.

Lincoln opens localization Sales climbed with a surge in complaints

Since Lincoln officially entered China in 2014, the actual market performance is not satisfactory, according to statistics, its cumulative domestic sales in 2017 are only more than 50,000 vehicles. In 2020, Lincoln officially began to localize, and with the listing of its two domestic SUV models- Adventurer and Aviator, its market performance has also gradually increased. However, as sales have increased, Lincoln's models have been complaining about quality and service.

The reporter found that in addition to the above-mentioned imported aviator models that were complained about resonance problems, Lincoln's domestically produced models have also been exposed to problems such as resonance resonance, including engine suspension resonance, chassis resonance, etc., and most of the complaints are pending for various reasons. In addition, the transmission oil leakage and setback are also the hardest hit areas for Lincoln models.

If the same problem occurs once or twice, it can still be explained by "accidental failure", but when it evolves into a common phenomenon, it has to be questioned that there is a problem with the quality of its products. At the same time, the service of the Lincoln 4S store has also been criticized by the owner, complaining that it has problems such as sales fraud, poor service attitude, and multiple repairs that cannot be solved.

Widespread complaints and recalls led to a cliff-like decline in Lincoln sales

In addition, starting from 2020, Lincoln has also launched several recalls, including its pilots, navigators, MKXs and so on. Among them, about the Lincoln Aviator model, a more serious recall is in December 2020, Lincoln has been due to the rear drive shaft fracture hazard, recalled 1339 imported aviators, it is reported that if the problem vehicle is used for a long time, its weld cracked rear drive shaft may break, which will cause the vehicle to move unexpectedly and lose power; at the same time, if the rear drive shaft is broken and deformed, it may also be separated from the transmission system and damage the fuel tank, resulting in fuel leakage, If the fuel is leaked after contact with the fire source, it may increase the risk of fire, and there is a safety hazard.

Large-scale complaints and multiple recalls have directly affected Lincoln's brand reputation, which has led to a downward trend in its sales that have just improved in the domestic market. According to third-party statistics, in January 2022, the monthly sales of aviators were only 560 vehicles, down 66.31% year-on-year, and as high as 71.8% month-on-month, showing a cliff-like decline. In addition, the sales of its Voyager models in January this year also showed a sharp downward trend from the previous month, with a decline of 60.34%. At present, Lincoln's domestic models on sale mainly include adventurers, aviators and navigators, two of which have a cliff-like decline in sales, which is enough to give the Lincoln brand a warning, pay attention to product quality and customer reputation, is the key to the brand's longer development.

Complaint response rate lags behind How the localization strategy of a century-old brand has developed sustainably

Mao Jingbo, president of Lincoln China, has publicly stated: "Our confidence comes from our success in understanding the needs of Chinese customers and truly launching models that Chinese customers like." The demand for cars from Chinese customers is more forward-looking, which will bring great reference to Lincoln's global design. Open the official website of the Lincoln brand, it is visible that "we understand that understanding your every need, comprehensively improving your feelings in every link and detail, everything is based on you, is the source of luxury." " of the words. However, from the list of China's passenger car customer complaint monthly rankings, it can be seen that the Lincoln brand's closing rate for car owners' complaints in February is quite low, lagging behind other car companies, and it is not optimistic in terms of complaint response rate. The actual data is far from the above remarks of Lincoln officials.

This year, the Lincoln brand ushered in the centenary of its birth, as a representative of the American luxury brand, Lincoln with a deep century of accumulation, has brought American luxury experience to domestic consumers. With the continuous advancement of the localization strategy, Lincoln will also continue to upgrade in terms of intelligence and digitalization, but while the product is constantly upgraded, listening to the voice of the owner and actively solving the problem of vehicle complaints is the cornerstone of a brand that can continue to walk more stable and better, and I hope that the Lincoln brand with a century-old history can understand this truth as soon as possible.