·In 2015, the number of auto parts complaints increased by 24%

On March 4th, the China Consumers Association’s “Analysis of the Acceptance of Complaints by the National Consumers Association in 2015” showed that complaints about auto and parts categories rose from the third place in 2014 to the second place in 2015, and communication products still In the first place. This shows that the number of complaints about autos and parts in China has increased significantly in 2015.
According to statistics, the number of complaints about eight types of auto parts, including automobile engines, transmissions, clutches, steering systems, brake systems, tires, front and rear axles and suspension systems, body accessories and electrical appliances, was more than 42,000 in 2015, compared with 2014. (3.4 million pieces) increased by 24% year-on-year. Among them, the proportion of complaints about engines, transmissions, steering systems, tires, body accessories and electrical appliances has increased, tire complaints have risen the most, the number of complaints about body accessories and electrical appliances is the highest, and the proportion of clutches, front and rear axles and suspension systems is higher than that of 2014. There has been a decline.
Body accessories and electrical complaints up to 1.3 times the number of tire complaints surged from the category, engine, transmission, clutch, brake system, steering system, front and rear axle and suspension system, body accessories and electrical appliances, seven major categories of components are still consumer complaints in 2015 the key of.
With the rapid development of automotive electronics, the loading rate of body accessories and electrical products is getting higher and higher. As most of them are consumables and consumables, the proportion of complaints has increased year by year. In 2015, the number of body accessories and electrical complaints exceeded the engine for the first time, reaching 12,233, making it the largest complaint category for auto parts. Followed by the engine, the number of complaints was 11,690; the number of complaints about the brake system was 2810, a year-on-year increase of 66%; the front and rear axles and suspension system decreased by 22.4%, and the failures were mostly caused by the break of the rear axle and the abnormal sound of the chassis. Abnormal noise of the damper, abnormal front and rear axles, collapse of the rear axle, and deviation.
Over the years, abnormal noises in auto parts such as engines, transmissions, and steering systems have been a prominent issue in consumer complaints, as well as in 2015. According to the statistics of the vehicle quality network, the complaints about abnormal noise of the engine and the transmission reached more than 2,500. In addition, there are more than a thousand complaints about engine oil leakage, abnormal brake noise, inability to shift gears, engine oil, transmission frustration, engine shake, odor inside the car, tire peeling and abnormal steering. Specific to the brand point of view, in 2015, the number of complaints about self-owned brand cars was 2,739, accounting for 14.52% of the total number of complaints in the whole year, ranking first; the number of complaints about German brand cars was 2612, accounting for 13.85% of the total complaints throughout the year. ,Ranked second. Among them, self-owned brands have the most complaints about parts and components, and many of the data are much higher than other brands, especially with complaints about body accessories and electrical appliances.
In previous years, due to the small number of tire complaints, many organizations did not pay attention to statistics. However, in 2015, tire complaints increased by more than 130%, and many organizations such as the China Consumers Association began to face the problem of tire quality. On March 9, Wu Ming, director of the Complaints Office of China Quality Miles Promotion Association, told reporters: "We will do some special activities for the quality of tire after-sales in 2016." He introduced, in June 2015, China Quality Miles Promotion Association He has conducted special investigations on automobile after-sales services of some enterprises in 12 provinces such as Beijing, Tianjin, Shanghai and Chongqing. The survey found that nearly half of the manufacturers use counterfeit and shoddy accessories, and nearly 40% of consumers have experienced invisible consumption or compulsory consumption. Quality needs to be improved.
The proportion of non-quality issues has increased. “The increase in the number of complaints about auto parts is mainly due to the increase in consumer complaints and the increase in the number of complaints caused by non-quality problems.” On March 9, Auto Maintenance expert Yan Youbo said in an interview. The proportion of complaints about quality problems in auto parts products accounted for less than 50% of the total complaints, and decreased year by year, but the proportion of complaints caused by non-quality problems has increased.
In 2015, the National Consumers Association complaints and consultation information system recorded a total of 18,863 complaints about the acceptance of automotive products (including parts and components), an increase of 31.18%. According to the nature of complaints, quality problems accounted for 44.56%, after-sales service issues accounted for 21.20%, contract issues accounted for 10.80%, price issues accounted for 3.17%, false propaganda issues accounted for 1.52%, counterfeiting problems accounted for 0.82%, security issues accounted for 0.80%, measurement problems It accounted for 0.57%, the problem of personal dignity accounted for 0.24%, and other issues accounted for 16.32%. Among them, product quality, after-sales service and contract issues are still the main cause of complaints, accounting for more than 70% of the total number of complaints.
Specific analysis of the reasons for the complaint: First, the problems in the purchase process, including the existence of unreasonable format clauses in the contract, some businesses detain vehicle certification, etc.; second, the problems in the sales process, including mandatory consumer behavior; third, some dealers There are sales frauds, such as stealing new car parts, etc.; Fourth, problems in the use process, including car quality problems; Fifth, problems in the after-sales process, including after-sales service is not standardized, the price is opaque, and the parts are only replaced.
It should be pointed out that with the maturity of new energy vehicle technology, the tilt of state subsidy policies and the restriction of traditional car purchases, more and more consumers are beginning to try to purchase new energy vehicles. The number of new energy vehicles in China is gradually increasing. However, due to the immature development of certain technologies in new energy vehicles, various problems have arisen in new energy vehicle parts such as batteries. Therefore, in 2015, problems such as battery imaginary standards and insufficient driving mileage have become the focus of complaints from consumers. The reporter predicts that with the popularity of smart cars and the increase in the number of new energy vehicles, the number of complaints about batteries, body accessories and electrical appliances will increase year by year.


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