July 2017 Domestic Automotive Complaint Ranking and Analysis Report

According to the July 2017 statistics of China's leading automotive product information collection platform for defective vehicles, the company received a total of 4,131 complaints from owners in the month, which was the second highest point in the year, a 9.6% increase from the previous quarter and an increase of 13.7% year-on-year. In the same period, the car quality network received a total of 3,058 complaints from car manufacturers in response to complaints, a decrease of 14.2% from the previous quarter and a decrease of 19.7% from the same period of last year.

In July, the complaint information received by the car quality network involved 453 models, an increase of 6 models compared to June. There were 96 models with complaints of double digits or more, an increase of 5 models from last month. . After removing the complainant’s voluntary application for withdrawal of the complaint, the ranking of the top 30 brands in the June complaint is ranked as follows:

Judging from the TOP30 list in July, the number of complaints for the Bora model still increased by a month earlier, and the trend of complaints in June was sustained by the influence of the “imperfection door”. In addition, the independent brand Haval H6 and the legal brand Dongfeng Peugeot 408 are also ranked higher, but there is a large gap between the complaints and the first place. From the typical complaints issue, we found that complaints concerning the design of the trunk in July rose to the top of the list, followed by gearbox abnormalities and gearbox upsets. In July, when the summer season coincided, the number of complaints related to air-conditioning related issues increased, ranking fourth in typical failures.

This month's domestic auto complaint data looks like:

In July, the number of joint venture brand complaints was 2,373, which was more than half of the total, accounting for 57% of the total. The data shows that the number of complaints from joint venture brands increased by 392 cases compared with the previous month, accounting for 5 percentage points in June; the number of complaints from imported brands increased by 22 compared with June, but the proportion did not change; and the amount of complaints against self-owned brands continued To reduce, not only the number of complaints was reduced by 51 cases, but also the proportion of the complaints dropped by 5 percentage points. It can be seen that the volume of complaints from joint venture brands in July still showed a momentum of growth.

Car quality network data show that, compared with June 2017, autonomy, Japanese, French, and European brands have all experienced a drop in the amount of complaints. In addition, the number of complaints against German brands increased the most in the chain, which was an increase of 401 from June, an increase of 90%. At the same time, the number of Korean brand complaints also showed a growth trend, which was nearly 15% higher than that in June.

In July, the complaint volume of compact cars was the most concentrated, and nearly 2,000 cases of complaints opened up a gap with the SUV models. Compared with June, the number of complaints on compact cars increased by 458, while the number of complaints on SUVs decreased by 73 cases, a decrease of nearly 5%. In addition, in July, small cars, medium and large cars, and mini-cars also showed a trend of increase in the number of complaints.

The data shows that the complaints in June 2017 were mainly concentrated in the 2016 models, an increase of 84% from the previous period; while the 2015 models showed a larger decrease, which was nearly 22% lower than that in June. In contrast, although the 2017 models ranked third, the number of complaints increased by more than 27 times from the previous quarter, making it unimaginable. Whether the short-term release of the complaints means that the quality of new cars has declined is yet to be further observed. In addition, the volume of complaints for the 2011-2014 models in July all showed a decline in the chain in varying degrees.

Complaints received by Car Quality Network are mainly divided into three major categories: quality problems, service problems and comprehensive problems. In July, the number of complaints about quality problems was the largest, but it accounted for a decrease of 5 percentage points in June. In contrast, service-related issues have decreased compared to June, both in terms of the volume of complaints and their share. In July, the number of complaints on comprehensive issues exceeded one thousand, an increase of 380 cases over June and an increase of 44.5% from the previous quarter.

In the quality complaints received by the car network in July, the number of complaints concerning body accessories and electrical appliances was the highest, reaching 2,553, an increase of 419 from June. In addition, the volume of complaints for gearboxes, clutches, steering, brakes, front and rear axles, and suspension systems all increased at different levels compared to June. The volume of complaints for the engine and tyres in this month was lower than that in June, with a decrease of 2.5% and 17.4% respectively.

In complaints involving service issues (including comprehensive issues), the proportion of complaints against service attitude remained the largest in July, and the number of complaints increased by 62 compared with the previous month, accounting for a drop of 5 percentage points. In addition, the number of complaints for other reasons was 544, an increase of 336 cases over June and an increase of 1.6 times from the previous quarter. The main reason for the double increase in the number of complaints for two consecutive months is the continuous fermentation of “design defect events”.

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 statistics from the car quality network, a total of 794 complaints were properly resolved by the manufacturers in July. The complainant voluntarily applied for withdrawal of the case, which was basically the same as in June. Data show that in July, the complaint rate of complaints reached 100% of the car prices reached 22, an increase of 3 compared with June; another 5 car companies responded to more than 90%.