Domestic Automobile Complaint Ranking and Analysis Report for November 2017

According to the statistics of the vehicle quality network of the leading domestic defective automobile product information collection platform, in November 2017, a total of 5,560 cases of complaints were received from the owners, which once again set a new record for the number of complaints per month in the quality network. At the same time, the monthly complaint volume exceeded the 5,000 mark for the first time, which also indicates that the status of domestic auto consumer complaints has entered a new stage. According to the data, the volume of complaints this month increased by 13.4% from the previous quarter, a substantial increase of 31.4% year-on-year. In addition, vehicle quality network received a total of 4,690 complaints from car manufacturers in response to complaints this month, an increase of 5.7%.

In November, the complaints received by the car quality network related to 501 models, a decrease of 10 compared with October. There were 118 models with complaints of double-digits or more, an increase of 3 models from the previous month. After removing the complainant's voluntary application for withdrawal of information, the ranking of the top 30 brand models for complaints in November was as follows:

From the list of complaints against the TOP30 in November, the top ten rankings changed more clearly than in October. The Roewe i6 suffered from complaints from the owners of the vehicle with different product strategies in the same paragraph. In November, the number of complaints soared. The Beijing Modern Dynamics ranked sixth, and the complaint volume surged by 57.1%. In addition, this month's gearbox abnormal soundings and setbacks are still typical complaints. As the volume of complaints on different configuration problems of the same model has soared, the total jumped to the third place in the number of complaints.

This month's domestic auto complaint data looks like:

In November, the proportion of self-owned brand complaints surpassed that of joint-venture brands. 2832 complaints increased by 613 compared with October, accounting for 51% of the increase in percentages. The volume of complaints by the joint venture brand changed little compared with that in October, and 40 complaints were added, accounting for a drop of 5 percentage points; the performance of imported brands was basically the same as last month.

Car quality network data show that compared with October, except for Ashkenazi brands and European brands, the complaints of other country brands, including independent brands, showed different degrees of increase. Among them, Korean brands rose the most, up 34.9% month-on-month, accounting for an increase of 1 percentage point. In contrast, European brand complaints decreased by 30 cases, a decrease of 14.4% from the previous quarter.

In November, complaints were still mainly concentrated in compact cars and SUVs, of which the number of complaints for compact cars exceeded 2,000 for the first time. Compared with October, the volume of complaints for compact cars and SUVs increased significantly, by 29.4% and 9.3% respectively. In addition, the volume of complaints for medium-sized vehicles, MPVs, mini-vehicles, and large-scale vehicles all decreased in different degrees.

According to the data, in the November complaint, the number of complaints for the 2017 model exceeded the 2015 model and the 2016 model for the first time, becoming the highest model year for complaints. At present, the 2017 model has become the main model for sales of various car manufacturers. With the increase in the number of vehicles, the amount of complaints for the 2017 models will likely remain high for a period of time in the future. It is worth noting that the volume of complaints for the 2018 model also showed a monthly upward trend. The number of complaints in November increased by more than 2 times month-on-month, and the quality of new models is gradually emerging.

Complaints received by Car Quality Network are mainly divided into three categories: quality problems, service problems and comprehensive problems. In November, the number of complaints about quality problems remained the highest. The number of complaints increased by 411 cases in October and rose by 10.1% month-on-month, but accounted for the proportion. Declined by 2%. In addition, the volume of complaints on comprehensive issues and service issues also rose in different degrees, and rose by 31.3% and 25.5% respectively.

In the quality complaints received by the car network in November, the body accessories and electrical parts were still the most complaints, an increase of 904 complaints in October, accounting for 39% of the total quality complaints. Due to the increase in the total number of complaints, the volume of complaints for various subdivided issues this month has risen to varying degrees, of which transmissions and engines have seen relatively large gains, rising by 39.9% and 23.4% respectively.

In complaints involving service issues (including comprehensive issues), service attitude complaints still accounted for the largest proportion, and the number of complaints increased by 156 cases from the previous month and rose by 45.9% from the previous quarter. In addition, the increase in complaints for the "promise not to honor" issue this month was also significant, which was a 58.6% increase from the previous quarter. The problem was mainly in the pre-sales service of 4S stores, causing consumer dissatisfaction.

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 the statistics of the car quality network, a total of 1,080 complaints were settled in November due to the manufacturers' proper resolution. The complainant voluntarily applied for withdrawal of the case. Data show that in November, the complaint rate of complaints reached 100% of the number of car companies reached 16, a decrease of 3 compared with October; another 10 car companies responded to more than 90%, compared with an increase of 2 in October.