False maintenance, smashing cars to generate income ... 4 S shop after-sales chaos, who will carry this "pot"?

It is common sense to worry about being fooled by sales before buying a car, and it is normal to worry about being pitted after buying a car!

4S shop maintenance internal exposure, Volkswagen/Nissan on the list.

10 June 19, the Beijing News published the title "4S shop auto repair chaos: smashing cars to" generate income "? The article "False Maintenance" was screened in the automobile industry and rushed to the network hot search in one fell swoop!

According to the investigation report, when the reporter made an unannounced visit to two joint venture brand 4S stores in Beijing (SAIC Volkswagen Beijing Hengxing Tiancheng 4S Store and Dongfeng Nissan Shengtong Franchise Store), he found that the two 4S stores had problems such as "disassembling parts for repair", "false cleaning and maintenance" and "intercepting excess engine oil".

According to the video shot by the reporter, in the workshop of SAIC Volkswagen Beijing Hengxing Tiancheng 4S shop, the clerk picked up the hammer several times to smash the original intact water tank frame before disassembling the vehicle, and asked the maintenance technician to include the damage in the fixed loss.

In the investigation, it was found that 4S shops generally "only change without repair" when encountering vehicle failures. The technician said, "If it breaks down, order a new one, and when the new parts arrive, the car will be repaired."

In addition, the Beijing News also made an unannounced visit to Dongfeng Nissan Shengtong Store. According to the data, the store was awarded the title of "National Five-Star Benchmark Franchise Store" by Dongfeng Nissan. But in the after-sales workshop, their service model is quite different from their own title.

In the maintenance workshop of Dongfeng Nissan Shengtong franchise store, the reporter found that this franchise store had problems such as "non-compliance in vehicle inspection and maintenance" and "interception of oil products purchased by customers".

According to the survey, in order to save time, maintenance technicians often borrow battery test reports from other vehicles to make up the number. Many items that should be tested are just perfunctory and directly "tick" the test items.

Once the incident of "smashing cars to generate income" and false maintenance of 4S stores was exposed, it immediately triggered a lot of public criticism and boarded a hot search in Weibo. After the news was fermented, SAIC Volkswagen and Dongfeng Nissan respectively responded that they had ordered the two 4S stores involved to accept the closure investigation and rectification.

Is the chaos in 4S shops a common problem or an accident?

In the final analysis, the source of chaos is profit! "It's normal, every car was smashed, otherwise how to make money? This industry is like this. " This sentence in the video undoubtedly tells the truth of this industry.

According to the data of China Consumers Association, among specific commodity complaints, automobile and parts complaints topped the list for two consecutive years, and after-sales service complaints accounted for the highest proportion.

It should be noted that in addition to the tricky maintenance, in the sales process, compulsory collection of distribution fees, bundled insurance and compulsory installment purchase have also become open "secrets". For this practice, there have been various criticisms in the comment area, and even many netizens shared their experiences of "falling into the pit" and "stepping on the thunder" in the 4S shop.

In fact, this is not the first time that a 4S shop has appeared in the "window". Last year's "Xi 'an Mercedes-Benz Girl" incident also caused great commotion in the industry. However, today, the problems in the service of 4S shops are still exposed, and the frequent incidents of automobile rights protection are enough to illustrate the "inferiority" of this industry!

The reason is that, on the one hand, cars, as commodities, have a high technical threshold, which leads to serious information asymmetry between ordinary consumers and 4S stores. Therefore, even if the 4S shop cuts corners during maintenance, it is not easy for consumers to find out, so the cost of safeguarding rights is extremely high.

On the other hand, 4S stores monopolize automobile sales channels and have close relations with automobile manufacturers. If consumers want to enjoy the car warranty, they must carry out maintenance and repair in the 4S shop. This monopolistic practice is also unfavorable to consumers! After all, cars that are maintained outside will still be affected in the later use policy.

In view of this "defect" of opaque maintenance and asymmetric information, many netizens also called on 4S stores and manufacturers to launch "transparent workshops". In fact, many brands in the industry have such cases, such as Beijing Benz and Guangqi Honda.

Sales decline, take the "crooked road" to fight for profits

The root of the problem is profit! According to the survey in china automobile dealers association, in the first half of 2020, only 20% of dealers basically completed the sales tasks of manufacturers, while the proportion of dealers who achieved sales growth was only 2 1.5%.

What is more noteworthy is that the gross profit margin of new cars in the industry as a whole has further dropped to -3.5% on the basis of 20 19. In other words, it is increasingly difficult for dealers to make profits from new car sales, and many dealers do not hesitate to "generate income" from after-sales service. Therefore, it is not difficult to understand the false maintenance of smashing cars to generate income.

More realistic than the decline in profits is the decline in sales. According to the data, in 20 18, the automobile sales in China showed negative growth for the first time in 28 years, and it was not until the third quarter of this year that the automobile market showed a warming trend for the first time, which means that the automobile industry has been transforming from an incremental market to a stock market.

This also means that it is not enough to compete only for the quality of the car itself. Manufacturers and 4S stores must make more efforts in sales and after-sales service in order to gain a foothold in this knockout!

As far as the sales of SAIC Volkswagen and Dongfeng Nissan are concerned, both companies have such problems, and SAIC Volkswagen is particularly worried! The 4S store scandal undoubtedly made the brand worse.

According to the latest automobile sales data of the Federation, the sales volume of passenger car market in September reached 65,438+0,965,438+0, up by 7.3% year-on-year, which realized the growth of domestic passenger car market for three consecutive months, especially SAIC Volkswagen.

In September, the cumulative sales volume of SAIC-Volkswagen was 65,438+06.110,000 vehicles, down 8.5% year-on-year, which is the ninth consecutive month of decline of SAIC-Volkswagen in 2020. It is also the only brand that fell into the top ten in September.

In fact, the decline in sales of SAIC Volkswagen is not without warning. Previously, Passat, who had been in the mainland market for many years, suffered a sharp drop in sales because of the collision between China Insurance Research Institute and "A-pillar Gate". At the same time, the sales of Tiguan L are also depressed because of the launch of Tan Yue and other models. As time goes into 2020, LaVida, once the number one seller, has also retired to the second place because of Sylphy.

Various reasons come together, and the decline of SAIC Volkswagen is not difficult to understand! The exposure of the after-sales 4S shop will undoubtedly make SAIC Volkswagen, which has gone downhill, worse!

What is written at the back?

Nowadays, consumers' attitude towards car models is no longer just out of emotional pursuit at the brand level, but more out of consideration of service and quality. This "exposure" undoubtedly sounded the alarm for today's chaotic industry. After all, the practice of "harming others and benefiting oneself" in 4S stores will not only make you suffer a lawsuit, but also shame the manufacturers who trust you! Of course, when the brand develops, manufacturers also need to strengthen the supervision of 4S stores. Only in this way can the brand develop healthily!

This article comes from car home, the author of the car manufacturer, and does not represent car home's position.