According to the statistics released by China Consumers Association, last year the National Association of Consumers Associations accepted more than 15,000 complaints relating to automobiles and parts and components, ranking fifth in various product categories, among which 7,755 complaints regarding the handling of family cars were received. And after-sales service are the three major issues for complaints about family cars. Among them, 19.3% of complaints involving contractual issues are the most concentrated commodity areas after housing complaints.

The Consumer Alert No. 1 issued by the Foshan Consumer Council last year was related to contract disputes involving automobile sales.

Mr. Chen purchased a car in a car 4S shop and signed a purchase car contract with the merchant. The total amount was 1,087,500 yuan. Except for the net car price of 960,000 yuan, the purchase tax was prepaid 9,900 yuan, the insurance premium was 26,500 yuan, and the explosion-proof membrane was 2,000 yuan. More back and less fill. After the car entered the home, Mr. Chen found out that the purchase invoice amounted to 925,000 yuan (including the value-added tax 134401.71), and the purchase tax invoice amount was only 81,000 yuan. Mr. Chen immediately requested the auto sales company to return more than 18,000 yuan for the purchase of the tax, but the company refused to return more charges for various reasons. After mediation by the Foshan City Consumer Council, consumers were able to recover 18,000 yuan.

According to the introduction of the Foshan City Consumer Council, some dealers will use consumers who are not familiar with the status of the car's on-board registration procedures, and report a high “package price”, and then use vague contract terms to infringe on the legitimate rights and interests of consumers. Most consumers also pay no attention to the actual amount of fees because they signed a “package price” car purchase contract. The possible purchase tax difference, premium price difference, etc. naturally become the seller’s income.

The city’s Consumer Council reminded consumers that when they purchase a car, they must sign a standardized contract with the business to clarify the rights and obligations of both parties and list the details of the fees for the net car transaction, pre-paid purchase tax, prepaid insurance, and retrofitting. And agreed to pay back more and less, to prevent businesses from making false profits.

After getting the documents, it is necessary to carefully check whether all the documents are in accordance with the contract provisions. If there is agent insurance, the insurance companies and insurance products are consistent with the agreement. Once consumers' rights and interests have been violated, they should negotiate with the business in a timely manner and demand to honor their promises. After being rejected, they may file a complaint with the Consumer Council or file a complaint with the relevant department or directly file a lawsuit in the People's Court.

Rights Protection Tips:

Mastering professional knowledge retention related bills According to reports, at present, vehicle owners generally encounter problems such as lack of evidence, lack of identification, high cost of rights protection, and difficulty in relocating vehicles. In response to these difficulties in rights protection, on January 15, 2013, the General Administration of Quality Supervision, Inspection and Quarantine formally issued the “Responsibility Regulations for the Repair, Replacement, and Return of Household Automobile Products” (referred to as “Car Three Guarantees”), and will start on October 1 this year. Implementation, this is a great advantage for consumers.

Industry insiders reminded that car owners should master as much auto expertise as possible and avoid being “fudged” by car dealers during the car purchase process. Once a problem arises, they should make reasonable and appropriate decisions based on their actual conditions and relevant laws and regulations. Appeal to seek a reasonable solution to the problem.

In addition, it is important for car owners to pay attention to preservation of evidence. A bill that seems to be useless at ordinary times can often turn things around when defending rights. Some maintenance documents, vehicle breakdown pictures, invoices, recordings, videos, etc., will become important evidence of responsibility determination, and will also greatly increase the success rate of owners' rights protection.

The increase in the number of complaints about the quality of the engine It is worth mentioning that in the complaints concerning the quality of automobiles, engines, bodywork, electrics, and car transmissions have become the main complaints of the owners. According to the "2012 Automobile Complaint Statistical Report" issued by a professional automotive complaints website, the number of complaints about engines received by the website throughout the year reached 2,895, accounting for nearly 30% of the total complaints in 2012, which was 23.80 of the same period in 2011. % rose by 3.79%. The main complaints were concentrated on issues such as abnormal engine noise, unstable idling speed, and high fuel consumption. In addition, complaints about gearboxes accounted for 22.34% of the complaints, mainly due to gearbox abnormal sounds, shifting difficulties, jumping gears, etc. problem. This means that more than half of consumers’ complaints about vehicle quality originate from the two core components of the engine and transmission.

In addition, due to the large number of parts involved, there are many complaints about the body and electrical systems.

Statistics also show that the proportion of complaints about tires is 3.74%, which is more obvious than the 8.09% decline in 2011. Whether it is the proportion of complaints or the volume of complaints has more than doubled from the same period of last year, the complaints are mostly concentrated in the bulge. , puncture, abnormal wear and other issues.

The report also shows that owners often communicate with the 4S shop at the first time after discovering that their car has a problem, rather than initiating a complaint. China Consumers Association also appealed that the national automobile “Three Guarantees” regulations have been issued. The relevant automobile production and operation operators must do a good job in serving consumers through the quality and safety of automobiles and after-sales services, and actively assume the responsibility of protecting the rights and interests of consumers.

After-sales service consumers are most dissatisfied with car dealer fraud. According to the statistics of China Association of Consumers Association, complaints about after-sales service problems for family cars last year accounted for 17.7%, which is higher than the average level of other goods and services. Some car dealers induce consumers to prepay deposits before the sale. Once the car is delivered with "difficulty" or if the quality of the car is a problem, the operator often refuses to take responsibility for various reasons.

The reporter was informed that in the complaints concerning service issues, fraudulent behavior and poor service attitude were the main complaint points in the service. According to the “2012 Auto Complaint Statistical Report” issued by a professional auto complaints website, the number of complaints of fraud received by the website was 1,770 cases last year, accounting for 16.87%, which was slightly higher than the 13.95% in 2011, of which complaints were made. The main problem is focused on the issue of the use of fraudulent means to increase sales during the sales process.

There were 1476 complaints about poor service attitude, accounting for 14.07%, which was the same as in 2011. It can be seen that 4S stores and enterprises still have not much improvement in service attitude. Complaints about poor maintenance technology accounted for 7.96%, up slightly from 7.67% in 2011. This requires companies and 4S shops to strengthen technical training for maintenance personnel.

According to reports, most of the service complaints were caused by owners' dissatisfaction with the technical level of the 4S shop staff handling vehicle breakdowns and communication dissatisfaction. In addition, some vehicle owners believe that employees in 4S stores have fraudulent actions in the sales or maintenance process and initiate complaints when they are not properly resolved. This part of the complaints is often due to biases in the understanding of both parties, and it is more likely to result in emotional confrontation between the two parties.