How effective is the "new three guarantees" policy for automobiles going online for 4 months

From January 1, 2022, the "Provisions on the Responsibility for Repair and Replacement of Household Automobile Products" is the new version of the three-guarantee policy. Compared with the previous version of the three-pack policy, the new three guarantees are obviously more comprehensive: it not only reduces the threshold for returning and replacing the car, greatly improves the "old problem" of the 4S store "rather repair than change", but also further increases the protection for customers who buy new energy models, and also affects consumers' consumption decisions for new energy models to varying degrees. It has been 4 months since the official implementation of the new three guarantees, what are the new voices of manufacturers, dealers and consumers? Based on some practical cases, this newspaper interprets the relevant issues of the three-guarantee automobile policy for readers.

The new three-pack policy is on the conditions for returning and exchanging new cars

What changes have been made?

The new three-pack method of automobiles has reduced the difficulty of returning and replacing some consumers, and has also helped some 4S stores to accelerate the resolution of disputes between them and consumers over the quality of new cars.

Keywords: 7 days

In 2022, the new version of the three-pack policy adds a new 7-day free return period, in addition to the engine, transmission, power battery and driving drive motor or its main parts need to be replaced, can be exempted from the use of compensation return.

This change has enhanced the protection of consumers, eliminated the quality dispute for 0 km new cars, and put forward stricter responsibility requirements for producers and operators of automobile-related products, and products need higher standards of quality and safety assurance. Not only that, this change puts forward higher requirements for new car delivery, and dealers need to implement more rigorous PDI inspections of new cars.

At the same time, this also means that customers do not need to worry about depreciation expenses. According to media reports, in February 2022, a BMW owner suffered an engine failure the day after picking up the car. According to the owner's description, she drove to the 4S shop, the vehicle power system alarmed and prompted the customer to drive cautiously and pull over. After direct consultation with the 4S shop, the owner quickly got a satisfactory solution for her. According to the owner of the car, the 4S shop did not embarrass her too much, and has now replaced her with a new car. The BMW owner's experience with the car is quite similar to the situation of the previous owner of the "hood to defend his rights". Both of them had just picked up the car, and the vehicle had engine quality problems. The same is just to pick up the car to encounter engine problems, but the experience is obviously different, and the implementation of the "new three guarantees" is not unrelated. However, the reporter also learned that BMW's customer care policy has always been above the standard and flexible.

Keywords: 60 days/3000 km

During the new vehicle period (60 days/3000 km), if the vehicle has a serious breakdown, such as a power battery fire, the vehicle can be returned and replaced free of charge without compensation for use.

Keywords: 2 years/50,000 km, 4 times/30 days

Within the three-guarantee period (2 years/ 50,000 km), since the actual delivery date of the vehicle, when the same problem is repaired 4 times or the total number of maintenance days is more than 30 days, or the main assembly (such as power battery, driving drive motor) is replaced twice and the problem is not solved, you can apply for a refund, and the new version of the three-pack policy reduces the compensation coefficient to 0.5%. Ps: Accessories must be returned when returning and replacing the car; the power battery transportation time is not counted in the total maintenance time.

From the provisions of the new regulations, it can be found that the relevant provisions of the new three guarantees on the legitimate rights and interests of consumers such as pre-sale and after-sale, use, return and replacement of vehicles are also more detailed. This puts forward higher requirements for the reliability of automotive products and the timeliness and professionalism of after-sales service.

The new three-pack policy is in terms of new car repair

What changes have been made?

Keywords: 3 years / 60,000 km

The new three packages have added a new repair period (3 years / 60,000 km), free maintenance, and a single maintenance of more than 5 days, dealers need to provide scooters or corresponding transportation cost compensation from the sixth day. (Here to popularize the concept of "warranty repair" and "warranty": the car repair period refers to the period of free repair and maintenance provided in the three guarantees when the goods fail due to quality problems.) The warranty period is the corresponding period promised by the car manufacturer when selling the goods to the consumer. ）

Of course, the time and kilometer limit of the warranty period can be regarded as the existence of standards and bottom lines, and the warranty period provided by car companies for car owners is generally higher than the existence of standards. Taking BMW as an example, its warranty policy of providing 3 years / 100,000 kilometers remains unchanged, which is much higher than the 3 years / 60,000 kilometers required by the three-guarantee regulation, which better protects the rights and interests of customers.

With the rapid growth of new energy vehicle ownership and the arrival of the new energy vehicle replacement tide, there are disputes in both the warranty time and scope and the work of later maintenance. A major highlight of the "new three guarantees" is to enhance the protection of new energy vehicle owners, and include quality issues such as new energy vehicle power batteries in the three-pack return and replacement clause. Taking BMW as an example, the maintenance of the new energy three-electric system has always been above the standard. Vehicles sold after 1 January 2016:

The new BMW 5 Series, X1, X5 plug-in hybrid models are covered by an 8-year or 120,000 km high-voltage battery warranty, and an 8-year or 120,000 km drive motor and electronic control unit warranty, whichever comes first.

BMW iX3, iX, i4 are covered by an 8-year or 160,000 km high-voltage battery warranty, and an 8-year or 120,000 km drive motor and electronic control unit warranty, whichever comes first.

THE BMW i3 is backed by an 8-year or 120,000 km high voltage battery warranty, an 8-year or 120,000 km drive motor and electronic control unit warranty, whichever comes first.

The BMW i8 is backed by an 8-year or 100,000-kilometer high-voltage battery warranty, whichever comes first.

Although the cost of car companies in the maintenance of new energy vehicles may increase slightly due to the introduction of the "new three guarantees", it is good news for consumer protection and self-regulation of automobile brands, which is conducive to the long-term development of the mainland automotive industry.

Changes brought about by the new three packages

What are the implications for manufacturers?

The introduction of the "New Three Guarantees" policy allows consumers and dealers to have rules to follow, and dealers and consumers can better communicate and solve problems when they arise. At the same time, it has filled in and improved the detailed rules of the relevant automobile rights protection regulations, and also improved the self-discipline awareness of the automobile service industry, which has played a positive role in controlling, supervising and optimizing the quality of pre-sales and after-sales service.

The reporter learned that with the introduction of the new three guarantees policy, BMW has conducted a detailed analysis and discussion of relevant requirements, and targeted the adjustment of internal and external standards and processes. For example, because new energy batteries and motors are included in the scope of the three guarantees, BMW marks the limit values and the main components of the relevant assembly on the three guarantee vouchers in accordance with the requirements. In the sales process, BMW calculates the three-guarantee period from the date of actual vehicle delivery in accordance with the requirements of the new three guarantees. At the same time, every step of the process is more rigorous in terms of repair timeliness, parts supply timeliness and new vehicle delivery preparation (PDI) to ensure that the vehicle is delivered to the customer in the best condition.

As a manufacturer, BMW also continues to provide strong support to dealers. According to the feedback of a BMW authorized dealership in Beijing, before and after the introduction of the new three guarantees, the manufacturers helped them to carry out more comprehensive updates and guidance in terms of service processes, and clarified the reporting mechanism and support policies. In terms of resources, manufacturers have uniformly supervised the implementation of scooter services, increased investment in transportation subsidies, and so on.

The "New Three Guarantees" embodies the demands of the market and consumers, and I believe that in the future, we will certainly be able to create conditions and opportunities for auto product manufacturers to explore more flexible, more diverse and more digital sales and service models.