p align = "center" annual report on China's consumer protection (2021) - p align = "center" 2021 more than 40000 automobile complaints
Our reporter Wu Min reported that on April 22, the China Consumer Association (hereinafter referred to as the China Consumer Association) released the annual report on the protection of Chinese consumers' rights and interests (2021) (hereinafter referred to as the annual report) for the first time. According to the annual report, in 2021, the National Consumer Association accepted more than 40000 complaints about automobiles and parts, an increase of nearly 20 percentage points year-on-year.
The annual report summarizes and analyzes four major problems in automobile and parts complaints:
First, automobile safety issues, such as sudden acceleration, flameout, oil leakage, abnormal engine noise, brake steering failure, etc. The existence of these problems shows that relevant producers and operators need to continuously enhance their awareness of quality and safety responsibility and quality integrity and self-discipline, and promote the continuous improvement of product and service quality.
Second, there are many new problems in the consumption disputes of new energy intelligent vehicles, and it is difficult to safeguard rights. Such as power failure during driving, mileage reduction, auxiliary auto drive system failure, battery charging failure and other disputes, the causes and responsibilities are difficult to identify to varying degrees. On April 19, 2021, at the Shanghai auto show, the video of a car owner defending his rights on the roof of Tesla booth was widely spread on the Internet, and the statement of the relevant person in charge of Tesla caused controversy. With the development of the situation, the State Administration of market supervision, the China Consumer Association and other relevant departments have made a voice one after another to respond to the concerns of public opinion. At the Guangzhou auto show in November 2021, there was also a situation of on-site rights protection for car owners. The frequent phenomenon of safeguarding rights in auto shows reflects that consumers still have pain points, difficulties and blocking points in the field of automobile, especially in the field of intelligent networked automobile.
Third, the second-hand car sales information is inconsistent with the actual situation, and the car has quality problems after the transaction. The operator delays or fails to fulfill the after-sales service commitment, the maintenance efficiency is low and the effect is poor. Multiple maintenance of the same fault can not solve the problem. Consumers frequently travel to and from the 4S store, which is time-consuming and laborious.
Fourth, the car can only be picked up if the price is increased in addition to the marked price, which has become the "hidden rule" for the sales of some high-end and "hot" models. However, the dealer will not appear the word "price increase" in the sales agreement, and will not issue invoices to consumers after the price increase. The existence of the problem of price addition shows that the relevant supply mode is extensive and the structure is unreasonable, which can not accurately match and fully meet the diversified needs of consumers. At the same time, it also shows that the illegal cost is relatively low, and it is difficult to completely curb the illegal impulse.
In addition to pointing out the problems, the annual report also looks forward to the main tasks of consumer protection in 2022, hoping that all sectors of society will strengthen the protection of consumers' rights and interests from the perspective of promoting consumption equity, so as to further enhance consumers' sense of acquisition, happiness and security. In the field of automobile, the annual report proposes to implement the legal systems such as the "New Three Guarantees" rules of automobile, and strengthen the effective performance of notification obligations by operators.
It is understood that this is the first time that the China Consumer Association has comprehensively combed the development process of China's consumer rights protection in the form of an annual report, objectively summarized the achievements of all social parties in consumer rights protection, and provided a reference for all social parties to do a good job in consumer rights protection under the new situation.
