4S shop touch trust bottom line 70% of users expressed dissatisfaction

Recently, a survey released by the Beijing No. 1 Intermediate People's Court showed that fraudulent lawsuits in the field of car sales have continued to grow. However, how much does this "growth"? How many infringing consumers have yet to embark on the road to rights protection? In order to understand consumers' attitudes, the magazine launched a questionnaire survey with Tencent Automotive Channel. More than 60,000 netizens clicked on this survey. Nearly 7,000 car consumers participated in the survey and collected a large amount of real data. In addition, there are also many enthusiastic readers calling to express their views.

Most consumers do not do silence

In the face of a strong 4S shop, many consumers chose to silence after they had suffered losses, even if the complaints were mostly gone. In the survey, the results of the complaints stage showed that among the consumers participating in the survey, 27.43% chose “unsuccessful and had given up”, and 14.81% chose “complaint”, and considered it “hopeful”. Only 6.16% of the "solutions" were.

In the question of satisfaction with 4S stores, three-quarters of users voted against it. Less than a quarter of consumers had no opinions at all, and 48.29% of consumers chose “comment with complaints” and “extremely dissatisfied and will never return to the store”.

A car advocate of a German brand in Zhangzhou, Fujian Province, told reporters about his story. After seeing his own car, he agreed with the store to pay for the full payment one week later. But a week later, Mr. Zhang found that his car had been driven out. Although the shop did not recognize it, the car The mud on the chassis and the 50,000-kilometer driving record were very conclusive. Eventually, sales staff at the store also admitted that the car had been driven to Xiamen as a show car. However, in order to mention the car, Mr. Zhang did not pursue it. At the beginning of the car purchase, in addition to the 25,000 yuan price increase, the 4S shop also asked Mr. Zhang to purchase "the value of 15800 yuan", the same navigation host and reversing camera with the high version of the model, but after carefully watching the car, Mr. Zhang discovered Navigation consoles and reversing cameras are not only cheap goods that can be bought for two or three thousand yuan, but also have quality problems. The reversing visual screen is often a white screen, and the camera is also outrageous. This time, Mr. Zhang was angry. He tried to solve the problem many times, but the shopkeeper always ignored it. In his letter to reporters, Mr. Zhang wrote: “Who will help me, who will see my help? I have never told anyone, I’m afraid of trouble, but this time even if it’s costing them.”

However, Mr. Wang, owner of a self-owned brand in Taiyuan, Shanxi Province, is an authentic “old man”. His car's windshield showed a long crack without being subjected to external forces. Mr. Wang also repeatedly asked the 4S shop to change the glass, but the store always explained that "the glass is on the road." However, in the face of the enthusiasm of the 4S store, Mr. Wang was “sorry”: “People are very good and embarrassed.” Now, the windshield of Mr. Wang’s car has been cracking for more than a month. Bigger and bigger, but the glass is still on the road...

In fact, whether it is "4S shop too strong" or "embarrassed", or "fear of trouble, will be able to" will not be the idea, forbearance may not be calm. This year, the number of narrow-minded passenger cars in the Chinese automobile industry has now exceeded 50 million vehicles. The power of the vast majority of car consumers is far more than a few thousand 4S stores, and consumer choice is the most powerful force.

Unfortunately, more than half of the respondents <br> <br> concealed defects

More than half of the consumers surveyed had encountered concealed or concealed use records, reaching 53.14%.

Mr. Peng from Shenzhen City, Guangdong Province, was a returnee. He bought a self-owned brand car in early May. However, two weeks later, he found an abnormal noise in the air conditioner, accompanied by an air-conditioning display panel splash screen, although 4S The shop gave him a new air conditioning evaporation box, but he saw that his new car had been demolished in a mess. Mr. Peng was very sad. Later, Peng and the car repairer chatted that this car was only a 4S. The shop has already repaired no less than 100 cars. Mr Peng thinks it is very irresponsible to sell such a car to consumers.

Nearly six out of ten cases of maintenance fraud

Of the consumers who participated in the survey, more than 60% had encountered maintenance fraud. Ms. Zhao from Beijing opened an imported car. Once she drove to the field, the car had a problem. He repaired it in the field. The repairman told Ms. Zhao that the spark plug had a problem and said: “This car is so good. Such a bad spark plug." Ms. Zhao is very strange, his spark plug has not been replaced, how could it be "poor"? The repairman then reminded Ms. Zhao that it was very likely that the 4S shop had to replace the original spark plug with a high-quality one, and it was not uncommon to replace the parts when repairing the car. Ms. Zhao's letter told reporters that her car had never been repaired, but it had been repeatedly maintained in the 4S store.

Nearly 80% were "fudged"

Sales personnel exaggerating the performance and parameters of products has become a common phenomenon, and regardless of exaggeration, it is clearly stated that more than 20% of the consumers involved in the survey have been cheated.

Mr. Yang from Zhongshan, Guangzhou, fancy a mid-size car when buying a car. The sales staff told him that the car was selling very hot with only two cars left and one of them had already been booked. However, when Mr. Yang mentioned the car, he found it could still choose colors. In other words, the car was not sold so well by the salesman. There are still a lot of car backlogs.

Nearly 90% of 骂 "Overlord"

There are overlord terms in the contract. There are more than 90% of the "unsatisfactory list."

A consumer in Siping, Jilin Province, wrote to the reporter: “On June 25th, a car was ordered in the 4S shop, and the deposit was 5,000 yuan. When signing the agreement, one of the terms was 'consumer's violation of this contract. The deposit will not be refunded.' If the 4S shop violates the contract, what should be done? This is simply not. The agreement should be based on the premise of equality and mutual benefit, the two sides reached a consensus to be called an agreement." This consumer and 4S shop sales manager The answer to this article was: "The company is so determined. I can't do anything about it." In the letter, the consumer exclaimed: "Overlord terms! Overlord protectionism!!!"

4S shop does not enter the vicious circle

4 S shop has entered China more than 10 times. More than a decade ago, car manufacturers vigorously fostered the 4S shop model in order to establish a brand. Therefore, 4S stores range from small to large, from weak to strong, and from small to large. To this day, there are 6,000 4S stores across the country. According to incomplete statistics, there are more than 400 in Beijing alone. However, under the background of the immature development of China's auto market, after more than ten years of unconventional development, China's 4S store sales model has shown various drawbacks.

The survey mainly focused on pre-sales and after-sales services. As a result, most consumers were not satisfied. In the automotive industry, services are particularly important. Due to the wide range of automobile 4S stores, consumers can enjoy comprehensive services even if they are located in remote suburbs. After more than ten years of development, 4S stores have become the first choice for most consumers.

However, "light service, heavy sales" has become the biggest problem of 4S shop. Due to the “blowout” demand in the auto market in 2010, many companies have carried out various business activities with sales as the center. For 4S stores, high sales can get high discounts from manufacturers, sales are the source of profits, and sales are everything. This kind of thinking makes many 4S shops light service and heavy sales.

Another vicious cycle is the low quality of the professional team of 4S stores and the instability of the team. The unusually explosive Chinese auto market, excessive competition among specialty stores, hypermarkets, and 4S stores, lack of professionals, mutual footwalls, and frequent flow of talents. Many consumers report that after purchasing a car for a period of time, they contact the sales staff who initially received their own consultation. The result is that the sales staff has gone to other 4S stores. In addition, many of the strong brand sales staff have a cold face, but also make many consumers chilling.

Now, excessive consumer dissatisfaction has already sounded the alarm for 4S stores, where is the preferred choice for purchase, and consumers have the right to make decisions.