September 2017 Domestic Automotive Complaint Ranking and Analysis Report

According to the September 2017 statistics of China's leading vehicle product information collection platform for defective automotive products, a total of 4462 valid complaints were received from owners this month, which created the highest record of complaints during the year. The volume of complaints this month increased by 2.9% from the previous quarter and by nearly 26% year-on-year. This month, the car quality network received a total of 3998 complaints from car companies in response to complaints, an increase of nearly 20.4%.

In September, the complaints received by the car quality network involved 475 models, which was a decrease of 7 compared with August. There were 101 models with complaints of double-digits or more, a decrease from the previous month. After removing the complainant's voluntary application for withdrawal of information, the ranking of the top 30 brand models for complaints in September was as follows:

Judging from the list of complaints against TOP30 in September, Dongfeng Peugeot 408 climbed to the top of the list this month, and the number of complaints showed a clear upward trend compared with August. The number of complaints from Bora ranked second dropped by a large margin, a 71.5% drop from the previous quarter. From the list, only 4 models in the top 15 are self-owned brands, and the rest are joint venture models. This phenomenon is surprising. Gearbox abnormalities and setbacks have returned to the top two of the number of typical complaints.

This month's domestic auto complaint data looks like:

In September, the number of independent brands accounted for 45%, joint venture brands accounted for 53%, and imported brands accounted for 2%. Compared with August, the number of self-owned brand complaints increased by 218, accounting for 4% of the total; the number of complaints for joint venture brands decreased by 86, accounting for a 3% decrease; the number of imported brands decreased by 5, while the proportion did not change.

The data show that in August 2017, in addition to the significant increase in self-owned brand complaints, the American, Japanese, and French brands also showed varying degrees of growth. In comparison, the number of German brand complaints fell by 144 cases compared to the previous quarter, accounting for a decrease from 16% in August to 12%.

In September, complaints were still concentrated in compact cars and SUVs, and thousands of complaints were much higher than other models. However, compared with August, the number of complaints for compact cars dropped significantly. The data showed that the number of complaints decreased by 153 cases compared with the previous month, which was a decrease of 8.1% from August; and the number of complaints of SUV increased this month, an increase of 92 cases compared with the previous month. Rose 6%.

The data shows that the complaints were concentrated in 2016 models in September 2016, but the amount of complaints decreased compared with August; and the number of complaints for 2015 models and 2017 models increased, which was an increase of 47 cases and 13 compared with August respectively. Zong. In contrast, the number of complaints in 2014 increased by 178 compared with August and increased by 42.5% from the previous quarter.

The complaints received by Car Quality Network are mainly divided into three categories: quality problems, service problems and comprehensive problems. In September, complaints of quality problems were the most common complaints and the proportion of complaints and comparisons showed double growth in August. In contrast, the number of complaints on service issues and comprehensive issues has decreased, among which comprehensive issues have seen a large drop, and the number of complaints has decreased by 26% from the previous quarter.

In the quality complaints received by the car network in September, complaints about the body parts and electrical parts were still the most, accounting for 38% of the total quality complaints. In addition, the number of complaints for the engine system alone dropped month-on-month, while the remaining parts of the complaint volume showed varying degrees of growth.

In complaints involving service issues (including comprehensive issues), service attitude complaints accounted for the largest proportion, but complaints decreased by 95 cases compared with the previous month, a decrease of 19.8% from the previous quarter. In contrast, in September, service charges and promises were not honored, and the amount of complaints increased to varying degrees. The problem was mainly in the after-sales service of 4S stores, and consumers were dissatisfied with this.

From the beginning of its establishment, Car Quality Network has always been committed to becoming the preferred third party to coordinate consumer dispute resolution between car owners and car companies. The ultimate goal is to promote the importance of product defects and actively address the more reasonable demands of more car owners. According to the statistics of the car quality network, a total of 1156 complaints were settled by the manufacturers in September. The complainants voluntarily applied for withdrawal of the complaints, an increase of 238 cases compared with August, an increase of nearly 26% from the previous quarter. Statistics show that in September, the complaint rate reached 100%, the number of car companies reached 15, and the response rate of 13 car companies reached more than 90%, which was the same as in August.