At the beginning of 2024, a car quality ranking has been circulated on the major **, in the past 2023, the M5 has not only won 120,000+ new users, but also won the honor of "2023 New Energy Medium-sized SUV Quality Ranking" in the "China Automobile Quality Ranking" released by China Automotive Quality Network.
But on this side, the world is still immersed in the joy of the first place in M5 quality, and on the other side, the negativity has begun to ferment. On the afternoon of January 8th, an entry called "Frequent Failure of Car Owners Questioning the Door of Cars" was hung on the hot search of related cars, and similarly, the entry of "Functional failure parts falling off and owners questioning the car" also appeared on social networks. The content in the entry is a consumer rights protection news reported by Jiangsu City Channel about the M5 car owner. Mr. Tang, a citizen of Nanjing, spent 350,000 yuan to buy a Wenjie M7 in October 2022, and since then, there have been continuous problems.
"Four or five days after picking up the car, the whole seat rushed forward as soon as the door was opened, pressing me on the steering wheel and unable to move," Mr. Tang said. At that time, the feedback from the sales store was that the software was faulty, but the fault still existed after the car machine was restarted and the software was upgraded, and the store replaced Mr. Tang with a new main driver's seat after many communications.
According to Mr. Tang, just after the main driver's seat was replaced, the back cover of the seat fell off when he took the customer to the field for research, and the line was exposed. Then, in June '23, the store negotiated with Mr. Tang, and based on the wear and tear of the original M7, the manufacturer replaced Mr. Tang with a lower-priced M5.
However, in August 2023, after Mr. Tang picked up the new car again, only two months later, the M5 was driving at high speed, and the screws were loose, causing the wheel guard plate to fall off and jam the front wheel hub. At the same time, because the road conditions of the accident were not clear, and the tachograph screen had been covered, Mr. Tang also commissioned the relevant appraisal and evaluation agency to identify the cause of the falling of the rear fender lining, and the appraisal results ruled out the cause of the falling off due to the impact.
Mr. Tang's dissatisfaction is believed to be understandable to most people, after all, spending more than 300,000 yuan to buy a new car, more than a year to change seats, and then change cars, and the result is still on the highway breakdown, it is no longer a problem of experience, but involves the most critical safety issues.
But we also have to be fair, according to the development process of the whole incident, the after-sales service of the question world is actually in place, and it is a replacement of parts and a new car, but the first step of not doing a good quality, can the after-sales make up for the user's impression?
In the circle of car friends of the M7, we saw the feedback of the new M7 users of the new M7 for half a month, and there was an abnormal brake noise after picking up the car for half a month, and many times after looking for after-sales, but there was no solution, the user believes that the car at this price should not have this kind of sound, and there are also users in the comment area who have reported that there are related problems, and have "offered suggestions", saying that they need to "run in for a while" time.
In fact, Wenjie is a very typical brand that has become popular by "traffic", and there is a lot of support for Wenjie on the Internet, even when the quality problem is exposed, there are a group of fans who come to speak for Wenjie.
Judging from the current Internet, it is really difficult to conclude whether the car owner complaint is "black and black", but we can see from the feedback of car owners from multiple channels that the ability of the world to improve at the quality level does need to be improved, and the fact that the world was burst into failure has also given a wake-up call to all new power brands.
First, the cost of traffic is equal. Because the brand is seen by the public because of the traffic, the more it must do a good job in its own quality and after-sales service, otherwise once there is a problem, it will be magnified into the spotlight and bear the "backlash" of traffic, and the impact on the brand reputation will be multiplied several times. For example, Xiaomi Auto, a celebrity in the car circle in 2023, has earned enough traffic dividends, and the car has not yet been listed, but the publicity has been quite in place, but then there are all kinds of false news and rumors on the Internet, breaking legs to refute rumors.
Second, the greater the traffic, the greater the responsibility. Now is a critical period for independent brands to build cars, many users have not let down their guard for most new energy products, at this time the responsibility of high-traffic brands for the industry is also quite large, once the quality and after-sales collapse affects not only a brand, but also a whole industry.
It is hoped that more brands will enjoy the dividends brought by the traffic, but also keep in mind their own responsibilities, no matter how good the traffic is, it is not as good as doing a good job in product quality and user service.