Domestic Automobile Complaints Ranking and Analysis Report in April 2018

In April, the car quality net received a total of 5,933 cases of complaints from owners, and the number of complaints per month for more than 5,000 consecutive months. The volume of complaints this month decreased by 32.5% from the previous quarter and still rose sharply by 78.1% year-on-year. Judging from the complaints this month, the impact of multiple incidents of collective complaints in the first quarter continued. However, as the impact of these collective complaints gradually diminished, and the car quality network actively promoted some manufacturers to help consumers solve the problem, the amount of complaints related to the vehicle model has dropped significantly compared with the previous month.

According to the data, the complaint information received by the car quality network this month involved a total of 521 models, and the complaints reached 109 models with double digits or more. In the same period, the car quality network received a total of 5,677 complaints from car manufacturers in response to complaints, an increase of 2,917, and the rate of complaints was 95.7%. After removing the complainant’s willingness to apply for withdrawal of information because the car company solved the problem properly, the top 30 car lines (models) for the complaint volume in April 2018 were ranked as follows:

In the list of this month, the consistency problems of some products in the first two months still existed, but the trend of complaints was declining obviously, especially the problem of oil emulsification, which was related to the increase of temperature, and also related to the decrease of media attention. However, this type of problem still exists in the future. Related car companies should not take it lightly because the amount of complaints has dropped for a short time. A typical model with a large increase in complaints this month is golf. Some owners have feedback on the problems of shifting and frustration for the 2017 comfortable commemorative gearboxes of millions of commemorative items. They urgently need to be upgraded, and they hope that companies can step up their efforts. Stronger demonstration effect leads to more guest complaints.

This month's domestic auto complaint data looks like:

In April, the number of complaints of self-owned brands and joint-venture brands both declined, and the two complaints accounted for quite a lot. Among them, complaints from self-owned brands decreased by 30.8% month-on-month, a year-on-year increase of 72.7%, accounting for a 2% increase; the number of complaints from joint venture brands decreased by 34.1% from the previous quarter and rose 86.4% year-on-year, but accounted for a decrease of 1 percentage point in comparison.

Car quality network data show that the amount of complaints and proportions of various brands returned to normal this month. Japanese brand complaints have declined somewhat, and complaints have dropped by 58.3% month-on-month, accounting for a drop of 8 percentage points. The rest of the foreign brands, including independent brands, experienced a drop in complaints, with the largest decline in self-owned brands.

In April 2018, complaints were still mainly concentrated in compact cars and SUVs, of which SUV models were affected by the “oil increase” incident and the number of complaints remained at a high of 2,993 cases. The compact car was affected by the problem of the "irrational recall plan" of the Nissan Sylphy and other models, and the number of complaints also reached 1,904. For the remaining models, except for “other”, the complaint volume has declined to varying degrees.

The data showed that the April complaints were still mainly concentrated on the 2017 models, and 2,036 complaints were almost equal to the sum of complaints for the 2015 and 2016 models. In addition, the 2018 models continued to show a rising trend compared to the previous month, with the number of complaints rising 6.3% month-on-month, and the ranking jumped to fourth place. At present, major auto makers have launched 2018 models in the market one after another. In the near future, the number of complaints for the 2018 models may continue to climb until the replacement of the 2015 and 2016 models.

Complaints received by Car Quality Network were mainly divided into three categories: quality problems, service problems and comprehensive problems. In April, complaints about quality problems remained the most, but the number of complaints decreased by 2200 cases from the previous month, and the proportion remained unchanged. The amount of complaints on comprehensive issues and service issues also decreased compared with that in March. Among them, the number of complaints on comprehensive issues decreased by 30.4% month-on-month, accounting for an increase of 1 percentage point; the number of complaints on service issues decreased by 39.4% month-on-month, accounting for a decrease of 1 percentage point. .

In the quality complaint received by the vehicle quality network in April, due to the follow-up impact of the problem of “more oil,” the engine problem remained the highest point of complaints, but the number of complaints and the percentage of complaints both declined in March. The number of complaints on body accessories and electrical appliances has decreased on a month-on-month basis, but it has increased by 2 percentage points compared to March. In addition, due to Dongfeng Nissan Sylphy "brake pump failure" problem has not yet been properly resolved, despite the decrease in the number of complaints than the ring, but with the past year's complaints data, it remains high.

This month, the number of complaints on service issues (including comprehensive issues) showed a downward trend as a whole. Among them, the “other reasons” problem is still the issue with the most complaints. The number of related complaints exceeds 500, accounting for 40% of the total. With the gradual cooling of collective complaints in the first quarter, complaints about "irrational recall plans" and "design defects" of some Japanese models have been reduced. However, complaints of "other causes" are still more concentrated than other service issues.