Why is the "315" list of cars and parts?

While the scale of the Chinese auto market has continued to expand, consumer complaints about autos and auto parts have also become one of the hot spots for consumer disputes. According to the analysis of the complaints received by the National Association for Consumers' Association in 2017 released by the China Consumers Association, the top five complaints in specific commodity complaints are: automobiles and parts, communication products, clothing, shoes, and food. China Consumers Association's report specifically pointed out: Among them, the number of complaints for automobiles and parts reached 34,063, ranking first in commodity complaints.

The reporter reviewed the "3?15" related reports in previous years. In recent years, the list of cars and parts has remained "the world": Complaint data for the segment of products in 2016 showed a total of 35,800 complaints for automobiles and parts. Parts, ranked second in the specific commodity complaints. According to the “Analysis of Acceptance of Complaints by the National Consumers Association in 2015”, the complaints for auto and parts categories rose from the third in 2014 to the second in 2015.

The quality of spare parts has become a disaster area

The quality of automobiles and spare parts, in the final analysis, is mainly the quality of parts and components. For example, according to statistics of a defective automotive product information collection platform website, there are at least 85 medium-sized cars that have experienced complaints from car owners in 2017. The typical problems displayed by the vast majority of the complaints are complaints of car transmission abnormalities, gearbox upsets, and engine jitter. The core of these problems is reflected in the quality of gearboxes and engines. Another example is some problems such as sunroof leaks, car odors, etc. In fact, the quality of the sunroof, the interior of the car interior, and the assembly quality of the main engine plant are actually implemented.

According to the statistics of consumer complaints over the years, the engine, transmission, clutch, brake system, steering system, front and rear axles and suspension systems, body accessories and electrical appliances, and eight types of tire components are the main complaints of consumers. At the same time, the number of recall incidents caused by defective parts and quality problems is also numerous. In the past three years, the annual increase in the number of annual recalls of defective cars has exceeded 50%, of which the rate of increase in 2017 has reached 77%, and the number of recall recalls has been updated for four consecutive years. From the perspective of the recall, problems including airbag seat belt problems, engine failures, electronic steering assist, electrical equipment, fuel leakage, steering defects, battery sensor short circuit, etc.

Of course, another reason for boosting the list of quality of automobiles and parts is due to maintenance caused by after-sales services. For example, unauthorized use of inexpensive auto parts during maintenance of consumer complaints, failure to use the original factory as agreed Accessories, and substitute inferior parts and other issues, these products will eventually reflect the quality of parts and components. However, when consumers reflect on sales, they conceal the real conditions of the car, such as scraping, touch-up paint, and damaged paint, and even have the phenomenon of accidental cars and problem cars re-selling. This is a problem with car sales services.

Product design is an important promoter

Why is the number of complaints and recalls caused by parts quality problems still so much today when companies pay more and more attention to quality?

The reporter believes that this is primarily related to the increasing vehicle ownership in China, the large automotive base, and the relative increase in the probability of component problems. Large vehicle ownership means that the number of users of the product is high, and the car is also a high-frequency traffic tool. The reporter sometimes thinks when launching a car, if something involved in the fuel power supply is “a key to start up”. The same frequency of use, how many years can be achieved once a day to start, it is also quite difficult. However, the probability of this problem still exists. If the base number is large, it becomes a problem. Secondly, with China’s entry into the automobile society, consumer awareness of rights protection has been greatly improved, and the country’s policy and legal environment has also broadened channels for consumer rights protection. Many problems that were previously considered by consumers to be non-issues may now become consumers. The issue of complaints has also become the reason for the recall. Thirdly, as the automobile is a large-scale commodity that integrates multiple technologies and multiple industries, its own technology and raw material upgrades are inevitable. Any minor upgrade may bring about instability in certain aspects. In addition to the above three reasons, there is the implementation of the "Three Guarantees" regulation of the motor vehicle. In particular, in terms of returns, consumers' demands are generally difficult to achieve, resulting in defective products that continue to create problems and allow consumers to make complaints. .

Then, specific to the quality of the product, why does it often appear such as engine abnormal noise, transmission stuck, sunroof leaking phenomenon? It is undeniable that one of the main factors that caused the phenomenon of “defective goods delivery” was the poor control of the quality of auto and parts companies. After many years of precipitation and sufficient market competition, because the access conditions of the entire industry are relatively harsh and heavy asset industries, compared with other industries, the quality control and control methods of the automotive industry should be said to be at the leading level. However, the advanced level does not mean that there is no possibility of making mistakes, and at the same time, it cannot avoid that some OEMs select parts with relatively inferior quality for cost reasons or subjectively control them. Phenomenon, there are some host plants are eager to achieve, the introduction of immature products, or reduce the test process should have. In addition to these reasons, there are design defects caused by component defects, which was neglected in the early years, in recent years the automobile industry has a reference to "product quality is designed out" may also be some manufacturers awareness To this question. Looking back at the car recalls in these years, how much was caused by the "Taotian Airbag"?

In 2017, airbags and seat belt assemblies had the largest number of recalls, involving 10.683 million vehicles, which accounted for 53.1% of the total number of recalls. Takada airbag quality issues had already recalled more than 100 million affected vehicles in the global market. Takata's products are flawed in their design, their own design problems, and problems with the product architecture and media quality they choose. Another example is the sense of frustration of the gearbox. The reporter asked a senior technician of a big gearbox manufacturer to know that these are not considered to be a problem in the early years because, in terms of the product itself, this is a qualified transmission product. In recent years, because of the market In the competitive relationship, OEMs and component manufacturers attach importance to the experience of consumers and only incorporate these functional experience sensations into the product design and development process. Therefore, it is necessary to rely on design optimization and matching adjustment to gradually improve product functionality. The original product, due to design and product matching issues, is difficult to fundamentally change the subjective experience of consumers.

Controlling quality from the source is fundamental

With the explosive growth in the sales volume of new energy vehicles and the gradual increase in the number of new energy vehicles, the quality of new energy vehicles has gradually surfaced. Unlike traditional automobiles, some parts and components of new energy vehicles, such as batteries and their systems, are entirely new, and it is precisely these parts that have the most problems. It can be predicted that with the development of the overall automobile industry, the number of cars will increase, and a large number of new With the advent of energy vehicles and smart cars, the quality of parts and components will become more and more prominent, and the areas involved will become wider and wider. In the future, it will involve a large number of car battery factories and software companies.

So, how to change the situation of this frequency list, or how to maximize the quality of car OEMs and parts manufacturers (including battery factories)? According to the reporter’s opinion, the most important thing is to start from the source. Control quality. First of all, autos and parts companies keep in mind that “quality is the life of an enterprise” and should step up the construction and improvement of the quality management system, not only to strengthen employee quality awareness and quality and safety management, and to cultivate core quality audit talents to control product quality; but also to market And technological changes, innovation in quality management, from the concept of quality management to quality management technology fully armed, reduce product failure rate. Secondly, it takes time and effort to design products. It is to consider the needs of the market, consumers, psychology and experience, and try to provide "perfect" products. Of course, the balance between cost and cost should be considered here.

As for consumers, on the one hand, they must strengthen their self-protection capabilities, use mature products as much as possible, and use branded automotive products. In addition, raising consumer awareness of rights protection is also an important part of promoting the healthy development of the auto parts industry. Another point to remind consumers is that some issues are not quality issues, such as the battery depletion problem of new energy vehicles. This is determined by the physical characteristics of materials at the current stage. There will certainly be problems, but it may not be a quality issue. Consumers We must also safeguard our rights. For the relevant government departments, it is necessary to strengthen market supervision and approval of access conditions, and it should also severely crack down on counterfeiting and counterfeiting. Timely introduction of policies, such as some of the new energy car's quality assurance policy to really allow consumers to rest assured. We must also encourage corporate science and technology innovation and guide enterprises to provide better products to meet market demand. To provide enterprises with good quality have more advantages and development, and to avoid the phenomenon of "bad money drives out good money."