· Three Guarantees Policy will release the weak position of consumers is expected to improve

The China Quality Association and the National User Committee recently released the "Analysis Report on China's Automobile Products and Service Quality Complaints in the First Half of 2012", showing that due to the lower sales volume in the automobile market, second-hand refurbished vehicles are sold as new cars, energy-saving subsidies are not in place, and accessories are shoddy. In the first half of the year, the problem of fraudulent sales of vehicles with high fees has increased significantly. Untrustworthy behaviors are common; automobile users are more sensitive and cautious in the after-sales market, and the demand for user rights protection is also stronger.
According to the report, joint venture brand complaints accounted for 58%, self-owned brands accounted for 38%, and imported brands accounted for 4%. 80% of the complaints are in the car's free warranty period. The number of complaints about engine problems was close to 30%, ranking first. Some experts believe that some auto manufacturers exaggerate false propaganda. When they encounter problems, they do not communicate with consumers in a sincere and positive manner. The means of suppression rather than resolution and the "three guarantees" of automobiles are delayed, and some car sales and maintenance companies have legal awareness. Not strong, self-discipline management awareness is not high, the attitude of the host factory to solve problems for consumers is also not active enough to become the main reason for the increase in automobile consumption complaints year by year.
AQSIQ stated: "Three Guarantees" policy will be released
A few days ago, at the symposium on "Automotive Safety Service Specification", the "Automobile Safety Service Specification" drafted and formulated by China Consumers Association has entered the stage of revision and improvement. According to relevant reports, the relevant person in charge of the General Administration of Quality Supervision, Inspection and Quarantine revealed that the "three guarantees" policy of the automobile will be released. At this point, the "three guarantees" of the car that has been brewing for eight years has once again become the focus of everyone's attention.
As early as the beginning of this year, the General Administration of Quality Supervision, Inspection and Quarantine announced the "three guarantees" of the car ("Responsibility Regulations for Repair, Replacement, and Return of Household Car Products") (the second draft for comments). These news all revealed that the "three guarantees" of the car are gradually moving from ideal to reality.
As the only province in China that has the “three guarantees” policy for automobiles, Zhejiang Province has listed the automobile in the “Three Guarantees” product list since 2001. For the "three guarantees" policy, the attitude of auto dealers in Zhejiang seems to be very entangled. First, they are not willing to offend consumers. Second, they must stand on the same line as car manufacturers. This kind of contradictory relationship has made dealers have a feeling of hope and fear for the "three guarantees" policy.
"It is a good thing to have a policy announcement. As long as the powers and responsibilities are clear, we can solve the problem according to the specific three-package rules. This will reduce many disputes with consumers." Zhu Hengfei, the after-sales manager of Zhejiang Chentong, admitted that now The Zhejiang version of the car three packs, there are no clear standards for many problems, leading to consumers still need to solve the problem when they encounter problems. Dealers are caught between consumers and manufacturers, and the situation is very embarrassing. Once the car's “three guarantees” policy is clarified, it can effectively reduce the occurrence of contradictions and follow the regulations to deal with problems. Automobile manufacturers, dealers and consumers will reduce a large number of disputes.
It is worth mentioning that after three consecutive years of steady growth, consumer satisfaction with dealers' after-sales service has declined slightly this year. JDPower, a well-known market research organization, recently released the “2012 China After-sales Service Satisfaction Index Research (CSI)”. Japanese brands have taken over the top three, followed by Guangqi Honda, Dongfeng Honda and GAC Toyota, while luxury brands scored above average. Three.
Industry experts also said that the decline in satisfaction score may be because the automotive industry service level can not keep up with the explosive growth of China's car sales in recent years. In the past four years, nearly 40 million passenger cars have been added to the Chinese market.
Consumers worry that the cost of rights protection is too high
Compared with car manufacturers and dealers, consumers are more enthusiastic about the "three guarantees" of cars. For the quality problems of cars, most consumers think that they should be solved by direct car dealers. Consumers with a little "toughness" will choose to complain to the Consumers Association. Consumers generally say they are not optimistic about whether they can be solved in the end. The main reason is the lack of clear regulations to protect the rights of auto consumers.
In fact, consumers are always a vulnerable group in the process of car consumption. In the absence of the "three guarantees" policy protection, they encountered problems only through the media, through the consumer association, but after a round of rumors, they finally had to sit down and negotiate with the dealers. As a car owner, Ms. Wei said: "The consumer's point of view is different from that of the dealer. The consumer bought a car and it is a problem. This problem is 100% for him. But in the dealer's view, he sells it. There are hundreds of cars, and one of your problems is wrong. This problem is only one percent or even one thousandth. So the two sides can never stand in the same position to negotiate. This time there is a Feasible regulations are especially important."
Because there is a lack of relevant "three guarantees" regulations to support, there are many consumers like Mr. Chen. The car was bought by the dealer. The problem was confirmed by the dealer or the manufacturer. The consumer obviously had no right to speak and was in a weak position. So they either don't have it, or get a little compensation. But these rights defenses often do not allow them to be convinced. In the process of playing games with dealers and manufacturers, consumers need to reasonably come to say things, rather than complaining that no one can only see who is more difficult.
The Yangcheng Evening News also pointed out that compared with a few years ago, the current domestic car owners' rights protection methods are more rational, and they rarely adopt excessive methods. Most of them require auto manufacturers to take responsibility and solve problems proactively. Statistics show that 93.93% of consumers believe that the content of their complaints is very urgent and must be resolved; consumers who request recalls account for 40.36% of the total complaints. However, the high cost of rights protection is an important reason why the problem cannot be solved.

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