After-sales service has become the worst hit area for auto complaints last year

A few days ago, the China Consumers Association (hereinafter referred to as China Consumers Association) formally released an analysis of complaints received by the National Association of Consumers' Associations in 2017 on automotive products. In 2017, complaints on auto products increased by 34.3% year-on-year, and after-sales services became the hardest hit areas for complaints.

According to the analysis, of all complaints concerning automotive products in 2017, 65.32% of complaints were from household cars, which accounted for the largest proportion, followed by auto parts, which accounted for 25.77%.

Judging from the data on the nature of consumer complaints, the auto operators’ after-sales service, contracts and quality issues accounted for a relatively large proportion, and the three issues together accounted for more than 70% of the total number of complaints. The analysis shows that the amount of complaints for after-sales services, false publicity, counterfeiting, safety, and measurement problems has increased to varying degrees compared to the same period of last year.

Specifically, complaints involving after-sales services mainly include: non-fulfilment of the obligations of the Three Guarantees, failure to perform post-sale commitments, multiple repairs of the same quality issues, and repair of charges within the warranty period after the sale, etc., among which non-performing three-package obligations accounted for the after-sales problem. It is 31.20%.