A few days ago, the 2023 service complaint index ranking of joint venture car enterprises was released. According to the data, the service complaint index of joint venture car companies in 2023 is 152594, down 5 percent year-on-year64%。
Although the overall service complaint index will decline in 2023, the complaint index of most car companies in the top 10, except for BMW Brilliance and FAW Audi, will be year-on-year**, because BMW Brilliance and FAW Audi will account for 7523%, when their complaint index in 2023 fell sharply, the impact on the overall service complaint index was also relatively reduced. In the case that the overall service complaint index of the two years is not much different, the complaint index of the rest of the car companies is correspondingly **.
In the TOP10, FAW Toyota won with 56225 The service complaint index is significantly ahead of other car companies, ranking first on the complaint list, and the car machine is not updated is the driving force behind it. BMW Brilliance and Dongfeng Peugeot ranked second and third respectively, and the main reasons for the concentrated complaints were the reduction of vehicle equipment and the non-fulfillment of insurance commitments. FAW Audi ranked fourth, with a sharp decline in the complaint index from the previous year. SAIC Volkswagen ranked fifth, and the failure to fulfill the promise of vehicle and machine reduction was the main slot.
The bottom five automakers in the top 10 complaints are Dongfeng Nissan, SAIC-GM Buick, Dongfeng Honda, FAW-Volkswagen and Guangqi Honda, all of which have complaint indexes around 500.
First place: FAW Toyota Service Complaint Index: 56225
Typical problem: The vehicle is not updated.
Complaint comments: Compared with 2022, FAW Toyota's service complaint index soared by 20464% and 5622The data of 5 tops the list of service complaints of joint venture car companies in 2023, and the main reason for the complaints is that the car machine is not updated. This problem is mainly reflected in the 2021-2022 models, with Corolla, R**4 Rongfang, Crown Lufang, and Asian Dragon being the main targets of complaints.
Second place: BMW Brilliance Service Complaint Index: 18408
Typical problem: vehicle and machine configuration reduction.
Complaint Comments: BMW Brilliance ranks second in the list of service complaints, with a service complaint index of 18408, a sharp decline of 475 year-on-year07%, and the complaint ranking has also slipped from first to second, but the problem of vehicle and engine reduction is still serious, involving BMW X3, BMW X4, BMW 3 Series, BMW 5 Series and other models. It is worth noting that BMW's car engine reduction problem has continued from 2022 to 2023, but the manufacturer has not yet given a satisfactory solution for car owners.
Third place: Dongfeng Peugeot Service Complaint Index: 7085
Typical problem: the manufacturer's acceptance and insurance price has not been fulfilled for one year.
Complaint comments: In 2023, Dongfeng Peugeot will rely on the 708The service complaint index of 5 jumped to third place on the complaint list, up seventeen places from 2022. Dongfeng Peugeot's service complaints mainly revolve around the Peugeot 408 model, when the car was purchased, the manufacturer promised to insure the price for one year, but the 2022 model has experienced multiple price reductions across the country half a year after its launch. When the car owners demanded compensation from the manufacturer in accordance with the insurance agreement, they received a reply from the manufacturer that "it is the dealer's personal behavior, not the official price reduction, so no compensation will be given".
Fourth place: FAW Audi Service Complaint Index: 65585
Typical problem: Spare key not delivered.
Complaint comments: In 2023, FAW Audi will once again be subject to centralized complaints due to the non-delivery of spare keys, and most of the typical complaint models are the 2022 Audi Q3, Q5L, A4L, A6L, etc. The problem broke out on a large scale after the chip shortage in 2022 and continued to 2023, and many car owners waited for half a year and did not receive the spare key, which caused some inconvenience to daily travel. However, starting in the second half of 2023, there has been a decrease in complaints about the non-delivery of spare keys.
Fifth place: SAIC Volkswagen Service Complaint Index: 59085
Typical problem: the promise of vehicle and machine reduction is not fulfilled.
Complaint comments: SAIC Volkswagen's service complaint index in 2023 is 59085, ranking fifth on the list of service complaints of joint venture car companies, down two places from 2022. Among the many service problems received by SAIC Volkswagen, the highest complaint index is the reduction of the car and the machine, and some owners of the 2021 and 2022 Lavida found that the purchased vehicle was not equipped with the original host but the Android screen. The second problem is the unfulfilled promises, mainly for 4S stores to buy Volkswagen IDs at car ownersAt 3, the 100,000 V beans promised to be given away were not fulfilled.
Sixth place: Dongfeng Nissan Service Complaint Index: 55575
Typical problem: The vehicle is not updated.
Complaint comments: Dongfeng Nissan ranked sixth, with a service complaint index of 55575, year-on-year **15831%。Like FAW Toyota, the car engine is not updated is also the main complaint problem of Dongfeng Nissan in terms of service, and the Teana and Sylphy in the past three years are typical complaint models. In addition, there are also some complaints about Dongfeng Nissan 4S stores painting second-hand cars or selling show cars as new cars, which need to be paid attention to by manufacturers.
No. 7: SAIC-GM Buick Service Complaint Index: 494
Typical problem: disguised price reduction & non-fulfillment of insurance commitment.
Complaint comments: In 2023, SAIC-GM Buick's service complaint index will be 494, and the 2023 Buick E5 is the "hardest hit area" for complaints. According to the feedback from car owners, Buick manufacturers promised that Buick E5 will be insured until December 31, 2023, but at the beginning of November, the model launched an insurance discount of 8,000 yuan, 3,000 yuan for the following year and 3,000 yuan - 5,000 yuan for free charging + about 10,000 yuan cash discount or cashback. In this way, the market discount of Buick E5 is nearly 40,000 yuan, which is a disguised price reduction, and the owners require the manufacturer to implement the insurance agreement, but the manufacturer has not returned the difference.
8th place: Dongfeng Honda Service Complaint Index: 45175
Typical problem: Promises are not kept.
Complaint Comments: Dongfeng Honda's service complaint index in 2023 is about three times that of 2022, and its ranking has also risen from 11th to 8th. The main reason for the large number of service complaints is the non-fulfillment of promises, such as the interest-free policy adopted by Honda CR-V when purchasing a car but generated interest, the rights and interests promised by CR-V when purchasing a car were cancelled without reason, and the gifts and maintenance services promised by Inspie and Civic were not honored.
No. 9: FAW-Volkswagen Service Complaint Index: 442
Typical problem: Promises are not kept.
Complaint comments: FAW-Volkswagen has also been complained about by car owners for not fulfilling their promises, and there are many problematic models, including Magotan, Suteng, Tanyue, Tange, Bora, Golf, and ID4 crozz and others, the main problems involved are the non-fulfillment of the replacement subsidy, the non-fulfillment of the compensation after the double insurance ** accident, and the failure to receive the promised rights and interests or gifts. In addition to this, Volkswagen ID6 Crozz's car system has not been upgraded for a long time, which has also angered many car owners.
No. 10: Guangqi Honda Service Complaint Index: 41275
Typical problem: The vehicle is not updated.
Complaint comments: Guangqi Honda is the last car company on the list of service complaints of joint venture car companies, with a service complaint index of 41275, year-on-year **18348%。In terms of complaint years, the 2022 model received the most service complaints, accounting for 47 percent of the overall service complaints87%, followed by the 2023 and 2019 models. Judging from the model of the complaint, the Accord is priced at 215The bicycle service complaint index of 15 is overwhelming, the car machine is not updated is the biggest slot, and the service complaint index of the rest of the models is below 50.