Domestic Automotive Complaint Ranking and Analysis Report of January 2018

According to the January 2018 statistics of China's leading automotive product information collection platform, this month’s complaint information created a number of records: 7,056 cases of single month complaints and 99% year-on-year growth have created new history; Honda's six models were listed in the top 30 in the complaints list for oil problems, rewriting the Japanese car complaints record. Among them, the number of CR-V complaints reached 858, raising the number of complaints per month for individual models to an unprecedented level. . In addition, the number of complaints involving 545 models and the 12 model complaints exceeded 100 (including the complainant's voluntary application for withdrawal of information), which is the highest in history. From one aspect, this also reflects that the current situation of product quality problems facing the domestic auto market is still severe, and it is easy to produce consistent defect problems and thus lead to consumer dissatisfaction.

According to the data, the amount of complaints for this month increased by 26.2% compared with the previous month, and a total of 6183 complaints were received from car companies in response to the complaints, an increase of 180 in comparison.

After removing the complainant's voluntary application for withdrawal of the information, the top 30 brands in the complaint amount in January 2018 were ranked as follows:

This month's domestic auto complaint data looks like:

In the first month of 2018, the list for the first month of the year was somewhat different. Influenced by Honda's “throttle”, the top ten in the list had undergone earth-shaking changes. Dongfeng Honda Civic, Guangzhou Automobile Honda Crest, Dongfeng Honda UR-V, XR-V and other hot models are ranked second, fifth, seventh, eighth, plus the top of the Dongfeng Honda CR-V, Honda family occupied Five of the top ten on the list. In addition, the number of complaints filed by Changan CS75 and Dongfeng Peugeot 408 this month also changed. The Changan CS75 also experienced the problem of “oil increase” and the number of complaints increased by 2.5 times. According to statistics, this month's “oil increase” problem topped the list of typical complaints and the number of related complaints exceeded 1,500. In addition, the abnormal sound and vibration of the gearbox, engine noise, and engine oil emulsification also ranked top in the list of typical complaints.

In January, the number of complaints against joint venture brands surpassed that of self-owned brands again, which accounted for 14% of the increase. The number of complaints for 4,029 cases increased by 1,651 from December 2016. The number of self-owned brand complaints dropped from the previous quarter, which was 204 fewer than in December, accounting for a drop of 15 percentage points; the number of complaints from imported brands increased slightly, and the proportion increased by 1 percentage point.

Car quality network data show that compared with December 2016, the number of Japanese brand complaints soared, the chain growth of about 3.5 times, accounting for an increase of 19 percentage points. Except for independent brands, the complaints of other brands in other countries all had different degrees of increase. Relatively speaking, the amount of self-owned brand complaints has decreased month-on-month, but the year-on-year increase has been relatively large, which is an increase of 76.3% compared with January 2016.

In January 2018, complaints were still mainly concentrated in compact cars and SUVs. Affected by the Dongfeng Honda CR-V “throttle” incident, the number of complaints of SUV exceeded the compact car again this month, and exceeded 3,000 for the first time, up 68.3% from the previous month. %. In addition, the volume of complaints for compact cars slightly decreased compared with December 2016; medium-sized cars, MPVs, minivans and mini-vehicles had different degrees of increase.

The data shows that in the January complaints, the complaints for the 2017 models still exceeded those for other models, and gradually widened the gap. The number of complaints for the 2017 models this month increased by 50.4%. In addition, the number of complaints for the 2016 and 2015 models also increased, but the growth rate decreased month by month. The 2018 models are still required to be the focus of attention. By 2018, various car companies will successively introduce new models. The 2018 models will gradually become the market's main sales model in the coming period. With the continuous increase in the number of possessions, the quality of the 2018 models is also constantly highlighted. The number of complaints for the 2018 models this month rose by 46.7% from the previous month, and achieved substantial increases for three consecutive months.

Complaints received by Car Quality Network were mainly divided into three categories: quality problems, service problems and comprehensive problems. In December, the number of complaints about quality problems remained the highest, and the number of complaints increased by 1359 cases in December 2016, a 29.2% increase over the previous period, accounting for the proportion. Increased by 2%. In addition, the number of complaints on comprehensive issues still maintained a growth trend, and service issues remained basically stable.

In the quality complaint received by the car network in January, affected by the Dongfeng Honda CR-V “throttle” incident, engine problems replaced body accessories and electrical appliances to become the highest percentage of complaints, complaints increased by 2061, accounting for proportion 17 percentage points. Complaints concerning body accessories and electrical problems continued to decline, with 519 complaints reduced, accounting for a drop of 10 percentage points. With the exception of transmissions and tires, complaints for all other points of failure rose slightly.

This month, in the complaints concerning service issues (including comprehensive issues), complaints about service attitude issues grew more, which was an increase of 63 compared with December 2016, accounting for an increase of 2 percentage points. The sales fraud problem still remains high, accounting for 21% of the total. The problem is still reflected in the 4S store pre-sales service.

From the beginning of its establishment, Car Quality Network has always been committed to becoming the preferred third party to coordinate consumer dispute resolution between car owners and car companies. The ultimate goal is to promote the importance of product defects and actively address the more reasonable demands of more car owners. According to car quality network statistics, in January 2018, a total of 1,099 complaints were properly resolved by the manufacturers, and the complainant voluntarily applied for withdrawal of the case. The data shows that in January, the complaint rate reached 100% and the number of car companies reached 17, which was the same as in December 2017. Another 16 auto companies had a response rate of 90% and above, which remained unchanged from December 2017.