Ji'nan news broadcast "government supervision hotline" program specially planned "take the bus trip".
Ji'nan Municipal Industry and Commerce Association opened the "rights platform" in a number of auto sales 4S stores, and accepted the complaints from the members of the car friends and the car buyers. The reporter learned that the resolution of automobile consumption disputes is very difficult, the final result is often consumers, dealers and auto manufacturers are not satisfied, and the relevant departments accepting complaints are faced with the embarrassment of no evidence to follow.
complaint camp: the manufacturer does not buy the mediation account
according to the complaint of Mr. Huang of the public, he has repeatedly complained about the new car that has been bought for a month. Finally, how to solve it or the manufacturer "look at it".
Mr. Huang said that when the new car he bought was 500 kilometers, the engine had an abnormal sound. It was identified by the manufacturer and the engine manufacturer that the engine had a quality problem. The two sides decided to change the engine by negotiation, but after the replacement of the engine, the abnormal sound and rotational speed were not only changed. Abnormal, and the water temperature is high. Subsequently, the two sides negotiated the engine replacement again, and ultimately did not solve it. For this reason, Mr. Huang complained to the Municipal Association for three times. He asked to return the car and compensate for the cost of the purchase of the car. After several mediation, the Association told the two parties that the dispute could not be solved only through legal way.
according to the person in charge of the association, the automobile after-sales service is very special. At present, the general practice of the industry is to maintain in the scope of the warranty period. The repair can not solve the problem involving the foreign rights, and the mediation personnel of the local association are very helpless.
retreat ridge: most cold treatment
it is reported that although the quality of some automobile products is more obvious, but it is difficult to meet the complainant's requirements when solving the problem, and most of the solutions are repair.
according to the city Consumer Association survey, consumers generally believe that the new car purchased by tens of thousands of yuan and tens of thousands of yuan has not been used normally, and there are all kinds of quality problems, which should be replaced or retreated, even if they are repaired, a large amount of compensation should be given. However, the seller often pull out the manufacturer to do "shield", some very clear accident liability, manufacturers and maintenance factory personnel on the surface "warm" reception, facing the return car but choose "cold treatment", they dragged the attitude, let consumers do nothing.
claim ridge: the compensation results are generally "zero satisfaction"
is the car a consumer goods? Is the dealer double compensation if the dealer deliberately conceals the facts? According to the association personnel, the fraud in the sale of the bulk consumer goods, such as automobiles, is also suitable for the "digestion", and the status quo is a compensation knot. Fruit is generally "zero satisfaction".
it is understood that the fictitious goods of automobile business enterprises are the most common consumers who cheat the market. In addition, some sellers know that it is a "repair car", but it is a typical commercial fraud to borrow the "model car", "reward car" for sale, or to conceal the quality of the repair vehicle.
identification card: the cost is not less than
when the vehicle has major quality problems, the difficulty of testing and the high detection cost are the common headache of the consumers. It is reported that the identification rate of vehicle quality complaints is less than 10%.
according to the survey, consumers have caused the auto ignition, the direction failure, the brake malfunction, the tire explosion, the airbag failure and so on, which usually choose to complain and apply for identification. Among them, a small number of consumers caused traffic accidents. The only way to solve the problem is to identify the quality by quality evaluation.
reporter from the city motor vehicle inspection and appraisal center, the inspection of auto parts for employees and equipment requirements are very high, the general identification Department of the identification business scope is relatively small. At present, there are only 6 national automobile testing centers in China, which meet the needs of the consumer disputes, and the fee standard is even up to tens of thousands of yuan, which often makes consumers in the awkward position of proof.
difficult to identify automobile consumption is also the main reason why the industry has not promulgated the "Three Guarantees" regulations. According to the people concerned, the implementation of the car "three packages" will not be the identification link, if the vehicle can not be identified, "three packages" will become a paper paper, and the rights and interests of the maintenance of consumers will not be said.
industry insiders call for the relevant departments to set up professional vehicle authority identification institutions as soon as possible from the protection of the interests of consumers, so as to raise the contractual obligations of the operators to legal responsibility.