2011 China's automobile engine problem topped the list

Recently, Carren.com, the only tracker of quality and service for automotive products of the National Users Committee of the China Quality Association, published the 2011 China Automotive Product Quality and Service Complaint Analysis Report (hereinafter referred to as the “Report”). The report shows that the engine problem ranks first, and the problem of car after-sales service has been continuously growing.

It is reported that in 2011, a total of 10,618 complaints of motor vehicle users were collected and consolidated, including 9,839 complaints. Including FAW-Volkswagen, Shanghai GM, Dongfeng NISSAN, Dongfeng Citroen, Changan FORD, Geely Automobile, and Chery Automobile.

In recent years, complaints about comprehensive automobile problems have continued to rise. In particular, the problem of car after-sales service has been continuously growing, and various types of after-sales service problems have been highlighted.

It is worth noting that with the rapid sales of SUVs in recent years, the problems and disputes that arise in the after-sales maintenance of SUVs have risen rapidly. Complaints include unstable engine speed, flameout for no reason, abnormal noise of various parts, and pre-sales. Various types of service issues. In addition, “repair is not good” is the most unsatisfactory aspect of the car users in the maintenance process, especially the multiple maintenance of the same problem, leading users to believe that the vehicle itself has quality defects, requires a return or change of car, and even require companies to Recall it. Compared with 2010, the problem of engine failure has risen to the top among the complaints of motor vehicle users, of which “abnormal noise” complaints account for nearly 30% of the total complaints.

In addition, after 3.15 years of last year, the number of tire complaints has increased, and users have become more and more sensitive and sensitive to various problems and hidden dangers caused by tires.

After-sales service can't keep up with 2011, the proportion of comprehensive issues complaints (that is, quality and service issues at the same time) has continued to rise, especially after-sales service issues have continued to grow, with only 41.9% of complaints in 2009, 2010 Rapidly rise to 61.6%, while in 2011 it has reached 67.5%.

The after-sales service market has not kept pace with the development of the automotive industry and the automotive market. The volume of complaints regarding “service attitude” and “spare parts dispute” is basically the same as last year, and it is still the main source of user complaints. Only the complaints of these two items exceed 40%.

【Comments】 Although the service concepts and service awareness of various car companies have gradually increased in recent years, many auto companies are also increasing their investment in service facilities, network construction, and personnel training, but overall, with the automotive industry, automotive There is still a big gap between the development of the market and the requirements of automotive users. The level of service is uneven, and various types of after-sales service problems are highlighted. In terms of maintenance personnel's technical and service commitments, companies should pay close attention to the skills training of maintenance personnel and improve their professional skills so as to increase the one-time repair rate of vehicles and increase user satisfaction.

For mature automotive products, the differences in the products themselves have become smaller and smaller, the competition for after-sales services has become increasingly fierce. Establishing a complete customer service system, providing quality services, and increasing user loyalty and satisfaction should become a car. The goal of production enterprise development.

The number of engine complaints was higher than that of 2010. Among the parts complaints from motor vehicle users, the engine failure problem rose to the first place, accounting for 24.88%, of which engine abnormal noise accounted for nearly 30%, followed by fuel consumption and idle speed. It is about 20%. In addition, due to the many components involved in the body parts and electrical parts, the total number of complaints also accounted for 24.3%.

In addition, due to the serious problem of illegal production in the manufacturing process of tires reported by CCTV during the period of 3.15 of 2011, the number of complaints on tire problems has increased rapidly. The problems include bulging, cracking, punctures and abnormal wear.

Compared with 2010, the problem of engine parts in motor vehicle complaints has risen to the first place, accounting for 24.88%, while the body parts and electrical parts have a large number of parts, and the total number of complaints also accounts for 24.3%. In addition to transmissions, tires, and other parts, the proportion of complaints has dropped slightly from last year.

In the highest proportion of engine problems, engine abnormal noise accounted for nearly 30%. Due to the complex internal structure of the engine assembly, the reasons for the abnormal sound should be different. In the description of the problem, the owner is mainly the sound of abnormal noise and the occurrence of abnormal noise. For example, the abnormal noise described by the owner is similar to metal knocking.嗒嗒 嗒嗒 嘎 嘎 嘎 嘎 嘎 嘎 嘎 嘎 嘎 嘎 嘎 嘎 ” ” 或是 或是 或是 或是 或是 或是 或是 或是 或是 或是 或是 或是 或是 或是 或是 或是 或是 声 声 , , , , , , , , 而 而 而 而Under conditions.

【Comment】 Because many faults are manifested by abnormal noise, abnormal noise is a phenomenon, and failure is the essence. Failure to troubleshoot in time can easily lead to major mechanical accidents. Therefore, many owners expressed concern and anxiety about the issue of abnormal noise and hoped that they could be completely resolved.

Although most of the body attachment problems are not the main cause of user complaints, it can be seen that as the Chinese automobile industry continues to develop, especially in the homes of ordinary people, users have become more aware of automotive products. It is no longer "can open on the line," and constantly puts forward new requirements for product appearance, control, driving comfort, interior quality, and even the quality of various types of vulnerable and consumable parts.

The highlights of the customer interviews revealed that, in addition to solving problems efficiently and quickly, whether the company can actively contact users is one of the important factors influencing users' evaluations. In the 2011 network evaluation survey, Che Renren also had Similar results, car users in the company's return visits are relatively low, 46.6% of respondents said they have not received the factory's return call, 20% only received occasionally.

【Comments】 The customer return visit is an important part of Hyundai Motor's after-sales service process to increase user satisfaction. Users return visits, especially for users who have encountered vehicle problems and service dissatisfaction, can not only reflect the care of the manufacturers, but also get the most real information about the products from the users, which plays an important role in the improvement and improvement of the company.