China Consumers Association released a 4S store satisfaction survey, 70% of consumers believe that “accessories are expensive”

□Dahe News·Dahe Client Reporter Qi Yi

A few days ago, the China Consumers Association released the "20 Brands of Automobile 4S Store Service Consumer Satisfaction Evaluation Work Report", Zhengzhou Consumer satisfaction is 79, ranking fifth from the bottom, and 70% of consumers think that "accessories are expensive."

According to reports, the China Consumers Association selected automobile 4S stores of 20 automobile brands (involving 23 automobile manufacturers) in 15 cities across the country to carry out consumer satisfaction evaluations from March to June this year. Work. Specific automobile brands and manufacturers include: German brands (4): Audi, BMW, Mercedes-Benz, Volkswagen; French brands (1): Peugeot; domestic independent brands (8): Baojun, BYD, Changan, Haval, Geely , Chery, Roewe, Wuling; Korean brands (1): Hyundai; American brands (3): Buick, Ford, Chevrolet; Japanese brands (3): Honda, Toyota, Nissan. Among them, the Volkswagen brand investigated SAIC Volkswagen and FAW-Volkswagen respectively, the Honda brand investigated Dongfeng Honda and GAC Honda, and the Toyota brand specifically evaluated GAC Toyota and FAW Toyota.

This survey actually obtained 6,268 valid samples, covering 1,343 4S stores in 15 cities including Beijing, Shanghai, Chengdu, Xi'an, and Zhengzhou. In the final result, Zhengzhou ranked 11th with a satisfaction score of 79.

From the perspective of the 20 car brands surveyed, the German brand scored the highest and the French brand scored the lowest; in terms of car manufacturers, FAW Toyota 4S store service satisfaction ranked highest with 86.5 points, Dongfeng Peugeot 4S Store service satisfaction was at the bottom with a score of 80.2.

The survey results show that problems such as transmission, noise/sound, front and rear axles, braking systems and clutches have a greater negative impact on car quality satisfaction; the time of first failure has a greater impact on car quality satisfaction ; The proportion of consumers who have never had a car quality failure accounts for more than 60%, the first failure time occurred within 1 year of purchase, the proportion of 12.3, the first failure time occurred within 1 year of purchase, 12.3% occurred within 2 years of purchase, The proportion of those over 20 years old is 13.6.

Consumers are dissatisfied with issues such as information disclosure and binding service fees in the sales process. 18% of consumers said that they have encountered car 4S stores charging warehouse fees in the name of venue fees, storage fees, etc. The price ranges from a few hundred yuan to several thousand yuan; 13% of consumers said that 4S store sales staff hinted that consumers could buy a car with a loan, but the loan would require payment of varying amounts of financial service fees.

The survey also found that more than 20% of consumers believe that the actual consumption in 4S stores is higher than expected, nearly 40% of consumers believe that the working hours and fees of 4S stores are high, and 70% of consumers believe that the services of 4S stores are poor. Medium "Accessories are expensive".

In terms of after-sales service, automobile 4S stores of various brands have great room for improvement in handling complaints. The problems of "difficulty in obtaining evidence" and "difficulty in identification" faced in safeguarding consumer complaints and rights also need to be solved.

51% of consumers said they had paid a "deposit", but the proportion of consumers who could not tell whether it was a "deposit" or a "deposit" was as high as 44.2%.

In recent years, more and more platforms and merchants have attracted consumers to place orders in advance by offering discounts for paying a deposit. This product pre-sale model seems to be preferential, but consumers should understand the difference between "deposit" and "deposit". Generally, after the "deposit" is paid, if the consumer fails to pay the balance within the specified time, the "deposit" will not be refunded. Refund, if the merchant breaches the contract, double the "deposit" of the consumer will be returned.

The staff of the Henan Consumers Association reminded that "deposit" and "deposit" are very different. It is reported that deposit is a legal concept and a form of guarantee voluntarily agreed by the parties to the contract to ensure the performance of the contract. Deposit is not a standard legal concept. It has the nature of advance payment and is a means of payment for the parties. It does not have the nature of guarantee.

According to the relevant provisions of the "Contract Law", when one party breaches the contract, the two parties shall comply with the agreement if there is an agreement; if there is no agreement, and the seller breaches the contract, the "deposit" will be returned in double; when the consumer breaches the contract, the "deposit" will be returned "No refund.

The amount of "deposit" shall not exceed 20% of the contract amount.

This article comes from the author of Autohome Chejiahao and does not represent the views and positions of Autohome.