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The automobile Three Guarantees Regulations took effect from October 1st, and during the peak sales season of Jin Jiuyin and Shiyin, we thought that the “discussion†would be reached in the process of consumers’ purchase. However, the reporter actually visited several 4S stores in Beijing but found that consumers When it comes to car purchases and selection of cars, there is little mention of the problem of car three packs. Even in Skoda and Dongfeng Honda 4S stores, sales consultants stated that none of the consumers received during the 11th period consulted the “Three Guaranteesâ€. Is the implementation of the dealer's car three bags already in place, or is it that consumers are not aware of their rights?
On October 14, the reporter went to a car park in Beijing and conducted a “Three Guarantees†survey on more than 50 consumers of 7 branded 4S stores.
Concerns vary
Through the investigation, the Auto Business Daily reporter found that: Compared to the joint venture brand of more than 100,000 yuan and the self-owned brand of 100,000 yuan, consumers of high-end brands such as Mercedes-Benz and Infiniti are more concerned about the implementation details of the Three Guarantees, and buy independent brands. Consumers are more receptive to the "part" repairs.
During the contact between the Auto Business News reporter and the above distributors, it was found that most of the brands had implemented three packages in advance and had a longer term than the national policy requirements. Many consumers said that buying a car is mainly to buy a reassurance, will be in advance online to understand the product's reputation, OK and then proceed to purchase, so the actual to the store does not care about "Three Guarantees" implementation details, as long as it is on the line.
Uninformed "rights protection" processing
With the “Three Guaranteesâ€, the interests of consumers are guaranteed, but most people do not know the actual operation. In the auto park, the Auto Business Daily reporter randomly surveyed five consumers who came to view the car. Only one person expressed to the reporter that he actively cared and understood the implementation of the Three Guarantees, but involved the operation of the product “returningâ€. The consumer said: It should be 4S shop to negotiate first.
The reporter discovered at the Infiniti 4S shop that in addition to the invoices, the product delivery orders in the hands of sales consultants also included a “three packs of vouchers†for consumers. “This is a booklet that includes product information, the Three Guarantees clause, the range of consumable part types, and the warranty period. Since the Three Guarantees came into effect, consumers will take the initiative when they purchase a car in the store.†said Mr. Dong, a sales consultant. Show to reporters.
It is understood that when carrying out the automobile three packs, the information that consumers need to retain includes three-packet vouchers, car purchase invoices, and maintenance documents. Consumers can repair for free by the repairer with three guarantees, including working hours and materials. When it comes to replacement or return, the consumer replaces and returns the seller’s warranty, vehicle purchase invoice, etc. by the seller. If there are no valid invoices and three packs of vouchers during the warranty period of the domestic automobile products and the warranty period of the three guarantees, the operator may not be responsible for the Three Guarantees. Therefore, consumers are reminded to pay attention to 4S shop to obtain "Three Guarantees Certificate" and keep a good maintenance document when buying a car.
Mercedes-Benz brand 4S shop sales staff Mr. Li told the Auto Business Daily reporter that the maintenance document records the maintenance time, maintenance items and other content, in the event of a car quality dispute, the disputed technical experts will make a preliminary judgment based on the maintenance order, so This is also an important evidence for resolving the dispute.
According to the "Car Three Guarantees Regulations", during the period of validity of the three-pack of domestic cars, if the cumulative time for repairing product quality issues exceeds 35 days, or if cumulative repairs for the same product quality problem exceed 5 times, consumers can use the three-guarantee certificate to purchase cars. Invoice, apply to the seller for replacement of the vehicle.
No special preparation for dealers
Consumers are not clear on the specific implementation details. The final implementation of the “Three Guarantees†still depends on auto dealers. The Auto Business Daily reporter learned that before this year's Auto Three Guarantees was not formally implemented, many auto makers preemptively implemented “build up†in January or a few months in advance. In July’s actual survey, only the Chang’an Mazda dealer 4S shop Prepare for the "Three Guarantees" in advance.
In mid-October, after the official implementation of the Three Guarantees for half a month, most dealers reported to the Auto Business Daily that the in-store sales and after-sales modules had all been trained, but in the actual investigation, the reporter found that relevant training for some dealers was not in place. They did not specifically prepare for the “Car Three Guarantees†policy that had been implemented. The sales staff of a certain brand 4S shop even told the Auto Business News reporter that because they had not gone through the exchange procedure, such consumer “rights protection†was not To understanding.
Only a few dealers have made a clearer definition of responsibility to Auto China Daily reporters in view of product quality problems. Mr. Wang from Ford dealership briefed the reporter on the definition of “replacement†quality problem in the Three Guarantees, specifically referring to engine, transmission, body, steering, brake, suspension, and front/rear axle system. Parts situation. Mr. Cheng, a sales consultant of Mercedes-Benz Lixing 4S Store, informed the Auto Business Daily that if any product quality problems are found in the models purchased by consumers, Lixing Bank will actively provide consumers with various repair programs. There was no dispute over the quality of the “returns and transfersâ€.
April 12, 2024