In another year, 3.15, the topic of consumer rights protection has once again become the focus of attention in the industry.
Statistics show that in 2014, the National Consumers Association received 619,415 consumer complaints, including 26,251 auto-related complaints, ranking third among the entire category of goods, second only to communications and apparel products. In the complaints against the car, the quality problem accounted for 10,230, and the contract and after-sales problems reached 6,104 and 4,111, respectively.
This also means that, in recent years, with the implementation of the "Defective Automobile Product Recall Management Regulations" and the implementation of the Auto Three Guarantees Act, domestic car quality and services have improved, but the car quality problem remains the main problem of car-related complaints. The proportion is close to 40%. Therefore, while China has become the world's largest auto market, how to further improve the quality and service of automobiles, and improve the follow-up consumer rights issues such as car recall and three guarantees will become the key points to improve the current automobile consumption environment.
According to the China Automobile Recall Network, the recall report issued by the AQSIQ was counted. In 2014, the number of domestic car recalls exceeded 140 batches, involving a total of nearly 5.07 million vehicles, compared with 5.3 million in 2013. The car has fallen back. Among them, FAW-Volkswagen, Guangqi Honda and Shanghai GM's three major manufacturers recalled the top 3 cars, reaching 897,800, 582,400 and 514,200, respectively, accounting for nearly 40% of the total recall.
At the same time, in the past 2014, the number of recalls of self-owned brands has also increased significantly. According to the statistics of the “First Financial Daily†reporter, in 2014, there were more than 10 self-owned car brands implementing recalls involving more than 1.26 million vehicles. The total number of self-owned brand recall vehicles in the past three years in 2011, 2012 and 2013.
"The increase in car recalls is not equal to the decline in quality problems." Zhang Zhiyong, an auto analyst, had previously stressed in an interview.
According to the introduction, although China has established a car recall system since 2004, the Regulations on the Management of Automobile Defective Product Recalls was promulgated in 2012 and officially implemented on January 1, the following year. "After the introduction, the recall of defective cars was more strictly enforced, and the company was treated with a more open mind.
Therefore, in his view, the active car recall is not a negative thing for the company, especially for the self-owned brand, it shows its confidence in the quality of the product, and the problem of “will happen†in advance. Interference can also increase the safety of the car to a certain extent.
In fact, large-scale car recalls are not a product of Chinese characteristics. In foreign countries, car recalls are also the norm. According to the US NHTSA website data, in 2014, the United States recalled more than 60.5 million vehicles, of which only GM recalled about 27 million vehicles, accounting for more than 40%. Nonetheless, according to the car's network, the reliability report of more than three years issued by the well-known consulting agency JDPower shows that GM's Buick and Cadillac brands are still ranked 2nd and 4th respectively.
Electronic and electrical failures are increasingly prominent. In the quality of vehicles involved in recalls, power system defects remain the most important cause.
According to third-party statistics, in 2016, 2.065 million vehicles were recalled due to engine defects, accounting for more than 40% of the total recalls. Secondly, the total number of recalls caused by electronic and electrical defects was 1.67 million, accounting for 33.4%. .
As we all know, the engine is the "heart" of the car, so engine failure is one of the most concern for consumers in the whole vehicle failure. The recall caused by engine defects has always been the most important reason for the car recall. However, the frequent recalls due to defects in electronic appliances have only gradually emerged in recent years.
In recent years, with the rise of the Internet of Vehicles and the large-scale development, the application of electronic and electrical components in automobiles has become more and more popular. Prior to this, Dai Wentao, deputy general manager of Xinhuaxin Automotive Marketing Solutions, said on the Gasgoo.com that “the degree of electronicization of a car has now reached 20-30%â€, at the same time, with the rise of car entertainment systems and the popularity of car networking. The degree of electronic bodywork will also become higher and higher. Therefore, in his view, "the problem of future electronic appliances failure may make everyone pay more and more attention." Because with the access of the Internet, the elements that threaten the safety of the car will not only be the car and the components themselves, but also hackers from outside and threats on the Internet.
Prior to this, there were hackers who publicly stated that they could remotely control Tesla using system vulnerabilities in in-vehicle applications, such as unlocking and opening sunroofs. Therefore, under the general trend of automobile Internetization, how to strengthen the prevention of car companies and build a safer car environment for car owners will become a new topic for consumers to pay attention to, besides car quality and safety.
The supply chain management challenge is compared to the previous case. In the 2014 recall case, a large-scale joint recall occurred. Due to problems with the supplier Takada airbags, Japanese car companies lay their guns last year. According to statistics from Netcom, in 2014, the vast majority of the 1.25 million recalled Japanese cars were caused by Takata airbag failure.
In addition, the most direct cause of the surge in self-owned brand recalls last year was the quality of the shared component manufacturers.
In August last year, SAIC passenger vehicles were filed with the AQSIQ. The oil pump flange brackets may have cracks in the oil return pipe joints, which may cause fuel leakage and cause safety hazards. Therefore, 58477 Roewe 550 sedan will be recalled. It is understood that the supplier of its oil pump powertrain is United Electronics. On November 17th, Chery, Brilliance and Great Wall Motor recalled nearly 560,000 defective cars for the same problem. The common supplier is also the above-mentioned joint electronics.
This did not end there. In January of this year, several companies including Changan, Haima, Futian and Geely, Zhejiang Haoqing and FAW Xiali announced that they had recalled a total of 304,935 defective vehicles for the same reasons as the same supplier. . According to the news released by the General Administration of Quality Supervision, Inspection and Quarantine, it is not excluded that there are still other enterprises with the above-mentioned fuel leakage hazards, because United Electronics is a joint supplier of many domestic joint ventures and independent brands.
At present, the large-scale recalls caused by the suppliers of parts and components are becoming more and more frequent. In the future, with the increase of the platform and the trend of modularization, the proportion of common parts and components will increase, how to strengthen the supervision of the supply chain of parts and components. And quality control to avoid the above-mentioned large-scale recall incidents will become a major challenge in the supply chain management of car companies.
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