·Safety, no small matter, the situation of automobile consumer rights protection is in urgent need of solution

Data show that as of the end of 2014, China's motor vehicle ownership reached 264 million vehicles, including 154 million vehicles. According to the sales data released by the China Automobile Association, China’s automobile sales reached 23.49 million units in 2014, an increase of 6.9% year-on-year, ranking first in the world for six consecutive years. With such a large car ownership and growth base, how is the overall quality of Chinese auto products? According to the data of China Consumers Association, complaints about automobile after-sales and maintenance services have also increased year by year with the increase in car ownership. In 2014, the National Consumers Association received a total of 26,251 complaints related to automobiles. Among them, the quality of the car is still a "big head", reaching 10,230 pieces, accounting for 38.96%.
The quality complaints accounted for nearly 40% of the latest data released by the Consumers Association. In 2014, the National Consumers Association received a total of 26,251 complaints related to automobiles, including 10,230 quality problems, 6,104 contract issues, and 4,111 after-sales services. This also means that the quality of the car is still the main problem of car-related complaints, accounting for 38.96%.
Judging from the complaints of major commodities, the number of complaints about autos and parts was 23,638, ranking third, second only to communication products and clothing. Among them, 9387 cases involved quality problems, accounting for nearly 40%, reaching 39.7%; 563 complaints on security issues; 381 complaints related to price issues; 69 complaints on measurement issues; 82 cases involving counterfeiting; The number of contracts involved was 5,803; the number of false propaganda was 300; and the number of complaints about after-sales service was 3,394.
In the entire automotive field, the total number of complaints about household cars that are most closely related to consumers is 12,879, accounting for 54.48% of the total automotive products. Among them, the quality involved was 4,319, accounting for 33.5%; the contract-related complaints were 4052, and the after-sales service was 1,840.
The latest data released by the Guangdong Provincial Consumer Council also showed that in 2014, the Consumer Council at all levels accepted 5,554 complaints about transportation, an increase of 44.18%. Among them, 4,629 complaints about automobiles and parts, accounting for 83.34%, an increase of 51.32%. Quality issues in automotive engines, brake systems, tires, fuel systems, spare parts, body exteriors and interiors are among the highest in consumer complaints.
As can be seen from the relevant data, the quality of automobiles is still the main problem of complaints about automobile products in China. China Consumers Association also said that according to the annual complaint statistics and the consumption satisfaction survey reports of some provinces such as Shandong and Heilongjiang, car quality is one of the main problems in consumers' complaints about automobile sales and maintenance services.
Recalling a safety lock for car consumption ◆ Checking the three most recalled events in 2014? Sagitar’s “patching” recall of FAW-Volkswagen Sagitar’s “Buddhist Arm Fracture” is probably the most resounding response in the 2014 car recall once.
From the country's multi-sport sagitar owners spontaneously organized rights protection, the AQSIQ announced the intervention investigation, Volkswagen's recall, can be said to be a passive recall.
Since the second half of 2012, the sagitar models equipped with non-independent suspensions have suffered from the breakage of the rear axle beam, and even the accident of the vehicle driving out of control due to the rear axle breakage. However, FAW-Volkswagen issued a tough statement on this, saying that this is a case, not a batch problem of the product, and warned against the right to pursue legal liability for those who intend to disseminate false information.
On August 14, 2014, with the concern of the Sagitar owners across the country on the Sagitar Broken Axis incident, the AQSIQ Law Enforcement Supervision Division intervened in the defect investigation, and repeatedly talked about FAW-Volkswagen Automotive Co., Ltd. and launched a large number of users. Return visits, site surveys, defect technical analysis and expert assessments. On October 15, FAW-Volkswagen and Volkswagen (China) announced the recall of more than 560,000 new Sagitar cars in China, and the recall will be implemented from February 2, 2015.
But things didn't end because of the recall. In the recall measures proposed by the public, the Sagitar owners found that the recall plan given by Volkswagen actually installed a metal lining on the trailing arm longitudinal arm, and the lining was only used to issue warning noise after the longitudinal arm broke. Remind the owner and maintain the vehicle to the nearest service point for repairs, which is very different from what the public expects to fundamentally solve the safety hazard.
Consumers joked that the recall was a “patch-type” recall, and in response to the strong reaction of consumers to this recall, in November 2014, the AQSIQ requested FAW-Volkswagen to further submit technical demonstration materials for recall measures. After the manufacturer made a recall, the AQSIQ stated for the first time that it would continue to track the recall effect.
It is worth mentioning that the Sagitar recall began with the Chinese market, which triggered the global recall of Volkswagen. Because of the same vehicle problem, Volkswagen recalled about 442,000 vehicles in the US market, and 126,000 vehicles in Canada. The recall extended to Europe, Mexico, and South America, and Volkswagen recalled 1.16 million vehicles.
For the problem vehicle, is it unilaterally determined by the manufacturer, can you call it? The Sagitar recall incident also seems to let us also see the powerful power of Chinese consumers to defend their rights.
Aston Martin recalls "Rashomon"
Whether it's a "broken shaft door" or a variety of other "doors" in the past, it seems that no car manufacturer, like Aston Martin, has pushed its suppliers to the forefront.
On February 5, 2014, when the Chinese people were still quiet in the peaceful atmosphere of the Spring Festival of the Year of the Horse, Aston Martin suddenly announced that he would recall all the left-rudder models produced since November 2007 and since May 2012. All right-handed models produced (outside the Vanquish sports car) are involved in the 2008-2014 models, totaling 17,590.
As a super car luxury brand, the number of "17,590 vehicles" means that it will account for about 75% of all sports cars produced by Aston Martin since 2007.
It is understood that this recall is the third time that Aston Martin has recalled the accelerator pedal. The first related recall was in May 2013, followed by the second recall in October. Only this time has the biggest movement.
However, the fact that the recall has caused widespread concern in the Chinese media, except for the number of recalls it is rare in ultra-luxury brands, and more importantly, according to Aston Martin to the US National Highway Traffic Safety Administration ( According to the information submitted by NHTSA, the reason for the second recall was that the company that produced the accelerator pedal did not use DuPont plastics as required, but used counterfeit materials to make the pedals easily break and increase the risk of accidents. The manufacturer of this accessory is said to be a Chinese manufacturer named Shenzhen KeXiang Mould Tool Co Limited (transliteration "Shenzhen Kexiang Mould Co., Ltd.").
For a time, a recall announcement that was originally a super-luxury brand immediately evolved into a slogan of "Made in China."
I have to say that Aston? Martin's "smart" position - ignoring its internal problems in procurement, supplier and product monitoring, and directly and successfully transferred people's concerns to third parties. In the past, it eased the pressure of public opinion and successfully suppressed “Made in China” in the global automobile manufacturing industry.
Behind this recall is actually a survey of a traffic accident in Aston Martin in Connecticut, not a self-inspection inside Martin. As can be seen from the current recall catalogue, the vehicles involved in the recall can be traced back to 7 years.
It is no wonder that some insiders have unceremoniously pointed out that 17590 defective sports cars have been produced in the past seven years. Why have Aston Martin's OEMs (original equipment manufacturers) and QC (quality control) gone in the past few years?
It is worth noting that although there have been no reports of accidents or injuries caused by the accelerator pedal problem on a global scale, even though only the throttle pedal arms of the 765 vehicles were made of counterfeit DuPont materials, Aston Martin recalled More than 17,000 vehicles were used to ensure that all potential vehicles could be replaced with new ones.
GM's 13-year recall of the recall in 2014, GM recalled more than 20 million vehicles in the industry caused concern. According to public information, in 2014, Shanghai General Motors initiated a total of three recalls due to vehicle ignition key defects, involving 16,835 vehicles. On June 20, Shanghai GM recalled 1,802 imported Chevrolet Camaro cars. On August 31, Shanghai GM recalled 14,953 imported Cadillac SRX and CTS vehicles. On December 26, Shanghai GM recalled 80 imported Cadillac Escalade cars. These vehicles are just a small part of GM's large-scale global recall due to ignition switch defects.
The explanation given in the recall notice is that the problem vehicle has a design problem with the ignition key. When the key is in the running position, the driver’s knee touches the key, or when the key ring is hung with extra weight and the vehicle is bumpy. The key may also rotate unexpectedly, which may cause the vehicle to stall during driving, posing a safety hazard.
General Motors knew the ignition switch failed in 2001, but has not taken any measures. The initial recall was only started in February 2014. General Motors ignition switch defects have led to multiple traffic accidents, and GM has faced hundreds of consumer lawsuits and received more than 2,200 claims for injuries and deaths.
In May 2014, General Motors paid a record $35 million in fines to the US National Highway Traffic Safety Administration for delays in recalling ignition-defective cars, and faced three years of monitoring by the Monitoring Authority. But this punishment came too late compared to the death of about 40 people caused by the ignition switch defect.
The ignition switch defect has brought the brand a hard-to-repair negative impact, which is even worse for GM, which has just recovered from bankruptcy.
For GM's large-scale active recall, there are two general perceptions in the industry. One view is that a record recall will lead to a decline in consumer confidence in GM's quality, because the recalled model is basically full coverage; the other side The view is that GM's recalled vehicles are basically small problems with safety hazards. GM can recall large-scale for these small problems, indicating GM's intentions in car safety and quality.
Regardless of the point of view of the public, the US Department of Transportation’s huge fines for General Motors undoubtedly sounded a wake-up call to the industry, indicating that the US government’s strictness in car safety regulation – even if it’s just a small safety hazard, must be recalled. The form of solution must eliminate all car safety hazards.
â—† The recent 45 recalled models are summarized this year. Many automakers have chosen to carry out problem recalls around the country in March. The brand covers 28 imported luxury brands, joint venture brands and self-owned brands, involving 45 models.
Auto-recall system Normalization The rapid growth of auto quality complaints does it mean that China's auto quality is unstable?
Insiders pointed out that from the overall complaint data, although the quality of the car is still one of the main problems that plagued some consumers, in the past year, China has still achieved good results in the quality of automobiles. Especially in the field of automobile recalls, China has already shown a trend of recall normalization.
The data shows that in 2014, the number of recalled cars in China was 122 (calculated by the AQSIQ), and the annual recall was close to 5 million, equivalent to about 21% of the total sales last year. The key point, such an intensive recall, has not attracted consumers' excessive concerns. Instead, it shows that the responsibility of car companies in the quality of vehicles is strengthening.
Third-party research data also shows that China's car quality is steadily improving. According to data from a third-party research company in the country, the average new car quality in China in 2014 was 104 PP100 (question points per 100 vehicles), and there was a significant improvement compared with 2013 (119 PP100). The problem of failure/inoperability is 59 PP100, which is 14% less than in 2013; the design defect is 34 PP100, which is 3% less than in 2013.
The analysis pointed out that the quality of China's automobiles is constantly improving. On the one hand, it is the improvement of consumers' quality awareness, on the other hand, the improvement of laws and regulations.
The increase in the number of recalls does not mean a decline in the quality of the car, but rather a concern about the quality issues of car companies and consumers. In the recall last year, in addition to the traditional power system, brake system, chassis system, steering system and other issues, a large number of models were recalled due to problems such as lights and door locks.
According to Yan Fengmin, director of the Law Enforcement Supervision Department of the General Administration of Quality Supervision, Inspection and Quarantine, China’s automobile recalls are being strictly controlled by the regulatory authorities. The number of recalls affected by the government's regulatory defect product survey in 2012 accounted for 29% of the total recalls, increased to 37% in 2013, and rose to 63% before December last year, exceeding the US average. The FAW-Volkswagen Sagitar recall incident, which was raging, was also carried out under the intervention of the national quality inspection department.
Parts and components enterprises will become the main body of recall last year, the General Administration of Quality Supervision, Inspection and Quarantine issued the "Measures for the Implementation of the Regulations on the Management of Defective Automobile Product Recalls (Draft for Comment)" (referred to as "Measures"), and clearly incorporated the component producers into the product recall management measures. One of the subjects of the recall. This will also become a major change in China's auto recall regulations, which will be more conducive to the improvement of China's car quality.
It is reported that the "Measures" began to solicit opinions in October last year and is expected to be formally implemented this year. Among them, Article 13 of the Measures clearly states that operators and manufacturers of automobile product parts and components should report to the General Administration of Quality Supervision, Inspection and Quarantine the relevant information on the possible defects of the automobile products and notify the producers.
Moreover, the AQSIQ and the entrusted provincial quality inspection department carry out defect investigations and can enter the production and operation sites of producers, operators and parts producers for on-site investigation. Once the parts producer violates the regulations, it does not cooperate with the defect investigation, and is ordered to make corrections within a time limit. If the overdue period is not corrected, a fine of not less than 10,000 yuan but not more than 30,000 yuan may be imposed.
At present, due to the suppliers of parts and components, the number of recalls of vehicle manufacturers is very large.
Last year, Japan’s Takada’s production of airbags with safety hazards led to more than 10 mainstream automakers in the world, recalling more than 17 million vehicles. In China, from June to early November last year, auto companies issued 59 recalls and recalled nearly 1.7 million vehicles. Among them, 17 recalls were due to supplier manufacturing, and the number of recalled vehicles was 607,200. In terms of the proportion, the number of recalls by component suppliers was 28.81%, and the proportion of recalls was 36.07%.
According to the report of China Consumers Association, in 2014, in addition to the problem of automobile quality itself, consumers’ complaints about automobile sales and services also included service cost problems, mainly because maintenance prices were not clearly stated. , opaque, accessories only change, repair, over-maintenance, failure to solve problems at one time, low technical level of maintenance personnel. The after-sales service attitude is tough and barbaric, which also leads to escalation of contradictions. The owner of the vehicle consults or complains after the sale due to the quality of the vehicle. The staff cannot make a positive technical explanation for the fault, and cannot correctly face the objective facts of the fault. Most of the reasons are caused by “man-made” or unnecessary “detection”. To increase the burden of consumer certification, the owner can not accept the unreasonable barbaric and tough way of doing things after the sale, resulting in escalation of contradictions.
However, with the release of automotive maintenance technical information, this series of problems is expected to be fundamentally resolved. Last year, after the National Ten Ministries and Commissions jointly issued the "Guiding Opinions on Promoting the Transformation and Upgrading of the Automobile Maintenance Industry to Improve Service Quality" (referred to as the "Opinions"), the Ministry of Communications recently issued the "Administrative Measures on the Openness of Automobile Maintenance Technology Information Disclosure (Consultation Draft) )" (referred to as "the method"). This also makes the official disclosure of vehicle maintenance technical information expected to be realized during the year.
In accordance with relevant regulations, automobile producers must establish a sound maintenance technology information disclosure system, and new listing models will release information within six months from the listing. This means that China's automotive after-sales service market is about to undergo major changes, and traditional 4S stores will be greatly affected. The repair shop outside the car enterprise system will be supported by the policy.
This is equivalent to adding enough competition to the after-sales maintenance market, allowing consumers to have enough choices to fundamentally break the after-sales maintenance of a single big situation.
The three-pack of cars still lacks binding. The road to rights protection is long. For the quality of automobiles, most manufacturers are now brave enough to take responsibility and solve problems through recalls. At the same time, the implementation of the car three-pack policy also enables consumers to better protect their rights. On October 1, 2013, the “Regulations on the Responsibility for Repair, Replacement, and Return of Household Car Products” issued by the General Administration of Quality Supervision, Inspection and Quarantine (General Administration Order No. 150) was officially put into effect. It has been a year and a half since the "3?15" International Consumer Rights Day this year.
Due to the particularity of auto rights protection, there are still many difficulties in auto rights protection. The industry generally believes that the rights of Chinese auto consumers actually have a long way to go. It will take time to truly become a "God."
First of all, the three-package of the car has a strict definition of consumer rights protection, and the conditions for returning are harsh. Not all cars can participate in the three-pack: the three-pack of the car is only suitable for purchase after October 1, 2013, and has a car purchase invoice and a car three. Package voucher vehicle. In addition, not all models are suitable for three bags: three bags for cars are only suitable for family cars, there are five types that meet the standard for returning cars, and many models are excluded.
Secondly, there are conflicts between the regulations of the new Consumer Law and the regulations on automobile three guarantees. The automobile three-package regulation is a departmental regulation, and the new consumption law belongs to the national law. Under such circumstances, what regulations should be adopted in the face of disputes, and the relevant departments still have to give an authoritative explanation.
Again, the identification of rights is still difficult to implement. Although the Auto Three Guarantees Regulations have given the “expert pool” approach to the problem of difficult vehicle autonomy identification, the current situation is that the composition of the expert pool is not transparent and is mostly composed of vendors and dealers. Then, whether consumers can get a fairer judgment in the appraisal is still a key issue for consumers to defend their rights.
In addition, auto consumer rights protection still has the problem of high cost of rights protection and low efficiency. For some controversial complaints, consumers not only have to pay high inspection fees, appraisal fees, but also critical content such as appraisal reports often go through several rounds to confirm. Once encountering the game between the dealer and the manufacturer, the game is less than one or two months, and more than one and a half years. So, the car owner’s determination to defend his rights is slowly exhausted, and he can only accept the strength. The manufacturer does not handle the results fairly.
Unprotected auto parts and vulnerable parts are also difficult points for auto consumer rights protection. After the implementation of the automobile three-package regulations, some of the major vulnerable parts of automobiles, such as wipers, brake pads, engine belts and filter elements, are not included in the scope of the Three Guarantees. Currently, only manufacturers have their own regulations and lack of uniform mandatory national standards. In addition, the warranty and replacement of the main accessories tires of the car are not included in the three-pack of the car. The quality problems of the tires are determined by the manufacturers themselves, which makes them unbelievable.
For all kinds of chaos in the three-pack of the automobile, Su Hui, executive vice president of the China Automobile Distribution Association's visible automobile market branch, appealed that consumers should solve problems through reasonable and legal channels. In addition, consumers should also be good at using various media rights. . In the future, the General Administration of Quality Supervision, Inspection and Quarantine should conduct regular assessments and propose solutions to improve the three-package policy of automobiles. Only when information is more and more transparent, car companies that do not comply with the policy will have no place in the market.
The conclusion is "3?15", which carries the words of rights protection, but the rights protection is by no means empty talk. As the most common travel tool at present, if the improper handling of existing quality problems, it will not only bring huge disasters to the consumers in terms of property and personal safety, but also bring huge losses to the economy and reputation of these enterprises. Under the favorable market environment of rapid development of China's auto industry, it is a duty and obligation for automakers to face consumer complaints and earnestly protect consumers' rights and interests; car consumers deserve the rights they should have. It is imperative to carry out automobile rights protection to the end; and as an indispensable component enterprise in the automobile industry chain, we should grasp the timing of development and maintain a tough sense of responsibility in the face of product quality to provide consumers with reliable quality and worthy of Reliable quality products are the basic quality, in order to create a well-known national brand, in order to be invincible in the industry, is the guarantee for the continued long-term development of the company.

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