On november 7th, the chongqing city consumer protection commission and the cheng city consumer protection commission jointly released the chongqing towns of 2023Car 4sConsumer satisfactionInvestigation report. The results of this survey show that in 2023, the combined satisfaction rate for car 4s was 80. 63 in the city of chongqingdu, which is 0. 53 points higher than the combined satisfaction rate for car 4s in the city of chongqingdu, in 2022。
The symposium was held
The survey was aimed at a partial car brand 4s in chongqing, chengdu, and consisted of 22 traditional car brands and 5 new business services 4s (an increase of 2 german brands and 4 new business services 4s compared to last year's survey)。
The satisfaction rating for the sales field environment, sales personnel services, spare parts, maintenance staff services, and 4s shop return visits increased significantly compared to the 2022 survey results, with full-scale sales costs and vehicle purchasesContract termsThere was a marked decrease in the satisfaction score for four indicators, including spare parts prices and maintenance fees. At the same time, the results of the consumer perception survey of the “new three packs” of cars show that the “new three packs” of cars have increased the level of awareness among automobile consumers compared to last year's survey (74 per cent) and still require greater legal literacy at a later stage。
Table of satisfaction with sub-indicators (for chongqing city expedition commission)
The survey found that there were nine major problems with the sale of spare parts and maintenance from the entire vehicle。
There are false or exaggerated propaganda in part 4s. This is mainly reflected in the prevalence of new energy vehicles that promote the incompatibility between the continuation miles and the actual continuation. In its publicity campaign, consumer feedback section 4s claims that the vehicle has new features such as smart parking, auto-driving, etc., but after purchasing the vehicle, it was found that there were no related functions, configurations or functions on line。
Part 4s has hidden charges for car sales. This is mainly reflected in compulsory vehicle insurance, price increases, etc。
There was a lack of interpretation of the car purchase contract and a general lack of consumer attention to the terms of the car purchase contract. 12. 02 per cent of consumers do not carefully read the terms of the contract at the time of signing the contract, and 15. 35 per cent of consumers have other agreed terms outside the contract, such as oral agreements. Consumers are generally unaware of the distinction between “downs” and “downs” and part 4s would not emphasize the distinction between “ding” and the possible consequences。
Part 4s has a “hegemonic clause”. 36. 74 per cent of consumers have experienced 4s stores having unilateral rights of interpretation, modification, termination, etc. In their contracts, 34. 45 per cent of consumers have experienced 4s stores not allowing consumers to return goods, and 21. 50 per cent have experienced 4s stores violating their agreements. In addition, when consumers found that the contract was problematic, 48. 23 per cent of consumers indicated that they had raised the issue but were told that it could not be amended。
5. The high price of spare parts at the original plant and the high incidence of uncoded prices. The main problems include: the inability to monitor the maintenance process at any time, and the fact that the list of repairs received is often only coded and it is not possible to discern whether the original plant spare parts were used; the excessive price of spare parts in part 4s and the lack of a clearly coded price for spare parts or the arbitrary pricing of individual spare parts; and the fact that individual 4s stores do not list the specific costs of individual repair projects separately and that consumers can only see “concessional prices” for all maintenance items。
Vi. The quality of spare parts is not compromised. Among the main problems are the frequent use of old, new, domestically produced spare parts for imported parts, and the use of secondary plant accessories for plant fittings, with frequent secondary or multiple refurbishments。
Vii. Repairs and maintenance are generally more expensive, and some 4s store fees are not transparent。
Viii. Awareness of service delivery among maintenance staff needs to be raised. Consumers reflect poor attitudes on the part of maintenance workers, for example, mainly as a result of the lack of patience on the part of maintenance staff, their reluctance to listen to consumer questions and needs, the provision of vague and insufficiently detailed answers, and the fact that individual maintenance personnel even do not deal with consumers。
Ninth, in the case of information feedback services, the biggest consumer feedback problem is the lack of access to the 4s. The main examples are: complaints telephones remain out of line or unaccepted; complaints telephones are not clear and consumers are unable to access a specific 4s complaint number, resulting in a lack of direct contact with 4s for the settlement of disputes。
