China Consumers Association: In 2017, Changan Ford ranked the second largest FAW Volkswagen
With the sustained and rapid development of China's economy and society, China’s car ownership has maintained a rapid growth in recent years. According to statistics from the Traffic Management Bureau of the Ministry of Public Security, as of the end of 2017, the nation’s total vehicle ownership was 217 million, an increase of 23.04 million over the end of 2016, an increase of 11.85%. While automobile consumption has improved the quality of life of consumers, there have also been a number of controversies over consumer rights, which have affected consumers' car purchase and car experience. Some business practices have seriously damaged the legitimate rights and interests of consumers. This report will statistically analyze the complaint data of cars handled by the National Association of Consumers Associations and provide reference and warning information for consumers' automobile consumption and rights protection. I. Acceptance of car consumption complaints (a) Basic information of complaints In 2017, complaints and consultation information systems of the National Consumer Association recorded a total of 20,474 complaints concerning automotive products (including parts and components), an increase of 5,227 compared with 2016, an increase of 34.3%. Figure 1 Total number of complaints for automobiles over the years (unit: piece) A total of 19,348 complaint cases were handled throughout the year, with an acceptance rate of 94.50%. Other cases were inadmissible, pending or transferred. Among the cases accepted, 13,931 mediation agreements were reached, 2,445 mediation agreements were not reached, and 503 complaints were withdrawn by consumers. The complaint resolution rate was 68.88%, and the economic losses for consumers were 192 million yuan. Table 1 Table of complaints about complaints about the handling of automotive products by the National Association for Consumers' Association (Unit: one) (b) Family sedans are the main complaint products In all auto product complaints in 2017, 65.32% of the complaints were about family cars, which accounted for the largest proportion, followed by auto parts, which accounted for 25.77%. Figure 2 Product Types of Complaints (c) September is the peak period of complaints Judging from the distribution of auto complaint cases in 2017, the volume of complaints in the second half of the year was relatively high, of which the golden period as automobile sales in September was also the peak period for auto-related complaints, and the complaint volume accounted for 18.20% of the whole year. Figure 3 Monthly complaints of auto products in 2017 Second, analysis of the characteristics of auto consumer complaints (I) Dominant after-sales service, contract, and quality issues of auto operators Judging from the data of the nature of consumer complaints, the auto operators’ after-sales services, contracts and quality issues accounted for 30.59%, 22.19% and 20.40%, respectively, and the three issues together accounted for more than 70% of the total number of complaints. Figure 4 Nature of Complaint Issues (%) The volume of complaints on after-sales services, false propaganda, counterfeiting, security, personal dignity, and measurement problems increased in different degrees compared to the same period of last year. Among them, the increase in complaints for after-sales services and false propaganda issues was relatively large, increasing 4.01% and 1.37% respectively. When consumers consume, they should focus on preventing such problems. Figure 5 Changes in the nature of complaints Specifically, the complaints concerning after-sales service issues mainly include: non-fulfilment of the Three Guarantees obligations; failure to perform post-sale commitments; multiple maintenance of the same quality issues; and repairs after the sale in the Three Guarantees period, accounting for 31.20% and 18.39% of the post-sales problems, respectively. 7.28% and 5.31%. Table 2 The major after-sales issues of consumer car complaints The complaints related to the contract issues mainly include: contract breach behavior; unfair terms; restrictions on the freedom of contracting, etc., which accounted for 52.28%, 13.30%, and 11.16% of the contract issues. Figure 6 Classification of contract issues Complaints involving quality issues mainly include: product performance problems; unqualified product issues; deterioration, damage, or loss, etc. The proportion of their quality problems is 44.94%, 19.35%, and 10.03%, respectively. Figure 7 Classification of Quality Issues (2) Consumer security rights, fair trading rights, and claims for compensation constitute a high infringement area for operators Automobile sales companies and service companies are the main targets of complaints. From the perspective of the operator’s infringement data, consumers’ safety rights, fair trade rights, and claims in auto consumption are the high-risk areas for operator’s infringement, and the proportion is comprehensive. Over 50%. The main infringements on consumer's security right are automobile service enterprises, and the main infringement on consumer's fair trade rights is automobile sales enterprises. Figure 8 Types of complained business operators Figure 9 Operator Infringement (III) Ford Motor has the largest number of complaints Judging from the brands involved in the complaints, Changan Ford was 850 complaints, ranking first, FAW Volkswagen was 806 complaints, SAIC Volkswagen was 712 complaints, ranked second and third. The value of this complaint is an absolute value, because the sales and retention of different brands of automotive products are different, and consumers should consider comprehensively. Table 3 Top 10 Automotive Brands Complaint (See the attached table for complete statistics) Judging from the top ten brands of the sued autos, the major complaints were mainly due to the non-compliance with the Three Guarantees obligations, contract breach behavior and product performance, followed by the failure to fulfill the post-sale commitments and unqualified products. Table 4 The main issues of the top ten brands complained of cars From the specific issues of complaints, the top ten brands complained mainly about engine failures, suspected fraud, mandatory insurance and transmission faults. The main problems of each brand are slightly different, including Audi's cab problems and the cab. The odor problem is serious and the amount of complaints is high. The problem of the navigation instrument of Beijing Hyundai Motor Co., Ltd. is prominent; the complaints of tire wear and other issues of Mercedes-Benz vehicles are relatively high, etc. The parts and problems with higher complaints of other brand automobiles are detailed in the table below. Table 5 The main five parts of the top ten brands complained about the car Third, the typical case Case number one The self-ignition of auto autobikes is full of twists and turns [Introduction] On August 5, 2017, the Consumer Council of Hubei Province received a complaint from the Consumer Week of Hanchuan City: On December 17, 2016, it purchased a new car at Wuhan Huaxing Hongtai Beijing Modern Store. At about 9 pm on July 3, 2017, the car suddenly spontaneously ignited when parked. After the accident, consumers first organized fire extinguishing and called the insurance company and the 110 Alarm Center. After the insurance company sent a member to investigate the situation on that night, he thought that the car had caught fire because of unknown reasons and informed the consumer that he had not purchased the self-ignition insurance. The insurance company may not be able to pay. On July 4th, Hanchuan City Fire Brigade went to the scene of the accident to conduct inspections, take evidence, and take pictures. On the same day, the 4S shop staff rushed to the scene, without the consent of the consumer, they used the jack to lift the car by themselves, the car side flip inspection, photographed, resulting in the destruction of the accident scene until the consumer dialed 110 The alarm stops. On July 6, the Hanchuan City Fire Brigade again conducted a full inspection of the vehicles and investigated and collected evidence. On July 13th, Hanchuan City Fire Brigade issued a certificate of fire accidents, and made the conclusion that “man-made arson, external sources of ignition, and lightning strikes should be excluded, and fire caused by spontaneous combustion of vehicles should not be ruled outâ€. Based on this, consumers demand compensation from the 4S shop. On July 20, the factory also sent six technicians to fully destroy the accident vehicles and took away the relevant core components. A week later, the 4S shop responded to consumers. The manufacturer did not recognize the fire accident certificate of the Hanchuan Municipal Public Security Fire Brigade and requested the public security fire brigade of Xiaogan City to reconsider it. On July 30th, the Xiaogan City Public Security Fire Brigade made a decision on the review of the fire accident confirmation application. After repeated tossing, consumers were skeptical of repeated inspections and self-demolition by manufacturers and 4S stores. They considered that the other party deliberately deceived the legitimate demands of consumers, and successively told the Hanchuan City Consumer Council and the Hanyang District Association to cancel the consumer’s request. The committee complained and asked the manufacturer and 4S shop to take responsibility for the auto-ignition accident and give it a new one. [process and result] After receiving the complaint from the provincial council, they called the staffs, 4S shops and factories of the two committees to investigate the situation. After verification, the situation described by consumers is basically true. Mr. Zhou just spent half a year after the car was purchased, and he traveled about 3,000 kilometers before the accident. The investigation of the Provincial Commission for Discarding believes that the key point of this case’s breakthrough is whether the car’s combustion has been caused by the quality problems of the car. As the car’s service time just passed the half-year time limit set by the law, the principle of “who claims for proof†is used. Consumers should bear the burden of proof, but the high cost of identification for consumers is a deterrent. The Provincial Commissioner recommends that consumers file an application for compensation to the insurance company in the event of an objection to the auto-ignition, and coordinate the Provincial Insurance Association to pay attention to it. On August 17, 2017, the Ping An Hubei Road Traffic Accident Judicial Appraisal Center was entrusted by the People's Insurance Company Wuhan Branch Claims Center and the owner of the vehicle to carry out an inspect on the right front side of the car engine room for the burn marks according to the insurance claims. According to the judicial appraisal book, the initial judgment of the existence of product quality problems in the spontaneous combustion of the car, and 4S shops, factory workers have destroyed the scene of spontaneous combustion accidents and eliminate the accident material evidence, can not get rid of the suspicion of deliberately off responsibility. In the end, due to facts and pressures, the manufacturer and 4S shop promised to repair damaged cars for consumers for free, saving 40,000 yuan in economic losses for consumers. Case 2 Ignoring the Contract for Price-Added Car Sales [Introduction] The consumer, Ms. Gan, reported to the Wuhan Consumer Association that he had signed a subscription car contract with Wuhan Fuxin Automobile Sales and Service Co., Ltd. on September 21, 2017 to order a Guangzhou Honda Guandao 1.5 Elite Edition and paid a deposit of 3,000 yuan. Yuan, the contract agreed that the delivery time for the end of November 2017, the vehicle price is 217,000. After the signing of the contract, the 4S shop informed Ms. Gan that she could not deliver the car in accordance with the terms of the contract, the vehicle had to pay 226,000 yuan to raise the car (which was nearly 10,000 yuan more than the contract price) or the loan car had to pay 6,000 yuan. The loan processing fee, Ms. Gan thinks it is unreasonable, requires the car to be offered at the contract price. [process and result] After the Wuhan Consumers Association accepted the complaint, it transferred it to the Jiang'an District Consumer Association for processing. The district’s association for industry and commerce cooperated with the district’s industrial and commercial departments to visit the respondent on several occasions, visited the dealers, and interviewed the distributors to inform them about the relevant laws and regulations. According to the "Automotive Sales Management Measures" newly implemented on July 1, 2017, it is expressly required that car dealers should not increase sales or charge additional fees beyond the list price. According to Article 10 of the "Consumer Protection Act," when consumers purchase goods or receive services, they have the right to obtain fair trade conditions such as quality assurance, reasonable prices, and correct measurement, and they have the right to refuse compulsory trading activities of business operators." Both parties had previously signed a car purchase contract and agreed on the contract price. The 4S shop was then obliged to implement the contractually agreed amount of money. The “uplifted car†was an act that violated relevant laws and regulations and infringed the fair trade rights of consumers and should be corrected. After mediation, Ms. Gan finally referred to the car at the contract price. Case three Newly-purchased car repair record on-site mediation dispute [Introduction] On December 21, 2017, Xiamen Consumer Council received a call from consumers, Mr. Yi, saying that it purchased a Volkswagen Phaeton car from Xiamen Runyu Automobile Sales Co., Ltd. in October 2015 for RMB 525,000. 2017 On December 20th, 2000, the vehicle maintenance records were inspected and found that the vehicle had a vehicle maintenance record in August 2015. It was used in the demolition and installation of the vehicle-mounted door lock, the demolition and installation of the front window regulator, and the removal and installation of the front door trim panel. Cars act as new car sales, and consumers think it is unreasonable. The company is required to give reasonable explanations and deal with them accordingly. [Mediation process and results] After receiving the complaint, the staff of the Consumer Council informed the parties through the telephone. The company’s feedback: reviewed the company’s 2015 filings and internal systems, and did not query the maintenance records reflected by consumers. The car was transferred from the Quanzhou company. After checking the maintenance records of the Xiamen company system, it asked the Quanzhou company to find out that before the car was transferred to Xiamen, the car was originally stored at the Quanzhou company's warehouse. The Quanzhou company had routine inventory PDI check. It was found that the self-priming of the electric front door of the right front door of the car was poor, and then the inventory was adjusted. The manufacturer's original parts were replaced by the manufacturer to make the vehicle meet the sales standards. Since inventory PDI inspection and maintenance is a normal routine, Quanzhou Company did not inform Xiamen Company and the company did not know about this when selling vehicles. The two parties disputed on the issue of compensation. The staff called the parties to conduct on-site mediation. Both parties invited the lawyers to the scene. After mediation, the two parties finally reached an agreement to resolve the dispute: Merchants pay 60,000 in cash to the consumer, and paid off before January 31, 2018. The customer was satisfied with the donation of 20,000 yuan worth of after-sale maintenance voucher and 10,000 yuan varnish voucher. Case four The business did not fully inform the Consumer Council of compensation [Introduction] The Zhejiang Provincial Consumer Rights Protection Committee received a consumer complaint from Huzhou, claiming that it purchased a second-hand BMW 525Li car at the price of RMB 350,000 at Hangzhou Auto City on May 10, 2017. The vehicle odometer data was 53,000. Km, verified by BMW 4S shop, as of February 18, 2016, the mileage has reached 85,241 kilometers (February 18, 2016 is the last time the vehicle was repaired and maintained at the 4S shop, and the mileage is no longer valid. Verify). Consumers believe that managers are fraudulent in the sales process. [process and result] After receiving consumer complaints, the Provincial Consumer Protection Committee and the Expert Committee of Automobile Consumer Rights Protection Professional Committee investigated and collected the case. Provincial Consumer Protection Committee believes: First, driving mileage is an important information in used car transactions, but also an important factor for consumers to decide whether to buy or not, operators must express; Second, "Zhejiang Province to implement the <People's Republic of China consumer protection law "Measures" (referred to as the "Implementation Measures") stipulates that operators should check and test relevant important information about used cars and inform real information. According to the existing conditions and technical means, the mileage of the vehicle can be ascertained to be 85,241 kilometers, and the 85,241 kilometers to be traveled is an obligation that the operator should perform. Third, how can it be calculated and fulfilled. During the investigation stage, the operators stressed that they had already spoken verbally, but the “Implementation Measures†stipulated that “information can be given in writing or by other means that can be confirmedâ€, that is, it can be verified afterwards. In view of this, the Provincial Consumer Protection Committee convened the operator and the consumer to mediate, and the two parties reached an agreement and the operator paid a one-off payment of RMB 60,000 to consumers. Case five The new car steering system failed. [Introduction] On December 28, 2016, Ms. Kou, a consumer from Guangxi, purchased a GS car in Dezhou Automobile Sales Co., Ltd. in Liuzhou City. On January 12, 2017, when Ms. Pei was about to drive out, she noticed that the vehicle’s fault indicator lights on the EPS were on. Prompt electric power steering failure, steering wheel is too hard to drive, can not turn, immediately call the manufacturer after-sales service call, the company's sales staff said that consumers can replace the electronic power steering assembly, but Ms. Qi think: the car just can not buy In half a month, the failure of the steering system occurred, and the driving range was only 150 kilometers. The vehicle was required to be returned in accordance with the "Repair of Household Vehicle Products, Replacement, and Responsibility for Returning Goods". The two parties failed to negotiate and consumers complained to the Liuzhou Consumer Association of Guangxi. [process and result] After receiving the complaint, the staff of the Liuzhou Consumers Association immediately contacted the dealer. The dealer refused the consumer's request for returning the vehicle and still only agreed to repair and replace the electronic power steering assembly and extend the warranty. Due to inconsistent views of both parties, Liuzhou Consumers Association convened dealer representatives, 4S shop representatives and consumers to conduct on-site mediation. According to Article 20 of the “Rules on the Responsibility of Repairing, Replacing and Replacing Household Automobile Products,†the provisions stipulate that “home auto products shall be within 60 days from the date of the sales invoice issued by the sellers or within 3,000 kilometers (whichever comes first) of the family car. If the product fails in the steering system, the brake system fails, the body cracks or the fuel leaks, and the consumer chooses to replace the home car product or returns, the seller shall be responsible for free replacement or return.†In this case, Ms. Kou’s complaint met the conditions for returning the vehicle. According to the regulations, the merchant should return the vehicle. In the end, after mediation, the factory representative agreed with Ms. Pei’s request to withdraw her car, return the original purchase price of 108,800 yuan at the original purchase price of the car, and at the same time bear the purchase tax for the consumer’s purchase of the car, and returned a total of 114,574.58 yuan. Case 6 4S shop propaganda introduces misunderstanding [Introduction] On September 12, 2017, the Huangcun branch of the Consumer Council of Tianhe District, Guangzhou City, Guangdong Province received a complaint from the consumer, indicating that she had purchased an Audi A4L fashion car from Guangzhou Jinlong Automobile Development Co., Ltd. on September 7, 2017. The package price is 338,800 yuan. The brochure shows "luxury and comfortable three-zone automatic air conditioning", which is the main driving side, the copilot side and the rear independent air conditioning. The consumer only discovered on September 12, 2017 that he purchased the car without back air conditioning. 4S shop sales staff do not admit that their vehicles should bring their own rear air conditioning, consumers have to reflect to the 4S shop, was told to add 2,500 yuan to install rear air conditioning, consumers think it is unreasonable, ask the Consumer Council to mediate , Ask for a refund or provide a car with rear air conditioning. [process and result] After receiving complaints, the Huangcun Subcommittee of the Tianhe District Consumer Council informed the complainant by telephone and browsed the official website of FAW Audi to find out about the configuration of the model, and sent it to the 4S store on September 20, 2017. Check, 4S shop on-site use Audi A4 car propaganda album, "luxury and comfortable three-zone automatic air conditioning" for the case of the Audi A4L fashion standard configuration. The Huang Village Branch of the Consumer Council of Tianhe District organized consumers and 4S shop trustees to mediate several times to inform them of the suspicion of violating the relevant provisions of the Consumer Protection Law and the Measures for Punishment against Consumer Rights and Interests. In the end, on October 18, 2017, the two parties reached an agreement to assist the consumer in the 4S shop's withdrawal of vehicle purchase tax, vehicle and boat tax, vehicle insurance, etc., and then apply for a refund of the vehicle and the cost of the license. On October 28, 2017, a total of 338,940 yuan was transferred to consumer bank accounts. Case seven New car discounts need to be tied [Introduction] In July of 2017, Mr. Xin, a consumer, complained to Baoying County Consumer Association of Yangzhou City, Jiangsu Province, saying that on July 2nd, he was selected by Yangzhou Jintian Shangtong Automobile Sales & Service Co., Ltd. (hereinafter referred to as “Golden Sky Companyâ€). A Buick Yinglang sedan was priced at RMB 116,900. After the discount, it was RMB 81,900. On that day, Mr. Chung delivered a deposit of RMB 10,000. Afterwards, it was agreed that "the loan will be repaid at 50,000 points for three years." At the same time, Jintian Company proposed that due to the preferential price given, there are a number of terms to be attached: 1. The buyer will handle the first year's auto insurance at our own expense; 2. The buyer will have to pay RMB 2,600 at his own expense. Car loan; 3, the buyer at their own expense for 600 yuan on the card business, this car must be in the Baoying area on the card, at their own expense 2,880 yuan for a car package; 4, 3,600 yuan at their own expense for navigation, before the film, driving recorder. Afterwards, as the agreed "repayment of 50,000 yuan for three years" could not be handled smoothly, Mr. Chung would like to terminate the contract with Jintian Company, requesting that the refunded deposit be rejected and requesting the help of the consumer association. [process and result] After receiving the complaint, the consumer association immediately launched a consumer survey and visit. It is understood that similar Jintian company's practices, such as additional loan service fees, licensing fees, tying navigation, recorders, etc., are more prevalent in the automotive sales field. To this end, the Consumers Association conducted an interview with the person in charge of Golden Sky Corporation in accordance with relevant regulations. In the process of mediation, Mr. Chung also questioned the reasonableness of the “additional content†in the sales contract, but the purchase of a car is Mr. Qi’s true will. In the end, the two parties agreed to continue to perform the original sales contract, change the "repayment of 50,000 points for three years" to "repayment of 40,000 points for two years," and self-paying 2,880 yuan to change the car-raising package to "2,000 yuan at their own expense" (one of which was given away 1 , 800 yuan paint coupon); and cancel the last clause, that is "at their own expense of 3,600 yuan to handle navigation, before the film, driving recorder." Another business free gift vehicle front barrier. Case 8 New car tire locks cancel the coordination of a full refund [Introduction] On November 27, 2017, consumers purchased a Volkswagen MAGOTAN car at Fushun and Kunming Hua 4S shop in Liaoning province. The price of bare car was RMB 174,900 and the related cost was RMB 37,272. The second day when the car was just started, the car was started and the right rear wheel was locked. The 4S shop maintenance personnel then removed the wheels for maintenance and promised to the customer that the problem was minor. After the treatment, it could be completely restored to normal use. In the afternoon of that day, the consumers and colleagues found that the car had insufficient refueling power in the process of driving. When they got off the car, they found that the axle was hot and the wheels locked again. After the consumers contacted the 4S shop, the 4S shop dragged the car to the store. Bringing new cars on the brake system requires the 4S shop to return the car at original price and bear all costs, while the 4S shop only agreed to carry out repairs, and the consumer complained to the Consumer Association of Fushun City, Liaoning Province. [process and result] After Fushun City canceled the coordination and inspection, it was considered that the rear wheel of the car was locked and the braking system was ineffective. According to Article 20 of the “Rules on the Responsibility for the Return, Repair, Replacement and Reuse of Household Automobile Products,†“Home-use automotive products appear within 60 days from the date of sales invoices issued by the sellers or within 3,000 kilometers (whichever comes first). Failure of the steering system, failure of the braking system, cracking of the vehicle body, or leakage of fuel, the seller shall be responsible for the replacement or return of the product free of charge if the consumer chooses to replace the home car product or return the product. The consumer’s demand for return shall not be excessive. During the investigation, the 4S shop did not recognize the failure of the braking system. However, when the consumers asked for an inspection by an statutory quality inspection agency, the 4S shop made a concession. After the cancellation, the two parties reached an agreement and agreed to return the car at the original price. The total cost of the project was 212,172 yuan. Case 9 Appearance of new car appearance Consumers have the right to refund the deposit [Introduction] On April 23, 2017, Mr. Cheng Cheng and Tianjin Aoxiang Automobile Sales Service Co., Ltd. (hereinafter referred to as the merchant) ordered a Baojun 560 white SUV vehicle and delivered a deposit of RMB 1,000. Both parties agreed to lift the car within two days. . When mentioning the car, Mr. Cheng found that the vehicle bumper fog lamp was damaged and he asked the merchant to request a new car or withdrawal deposit and was rejected by the merchant. Mr. Cheng complained to the Tianjin Consumer Association and requested mediation. [process and result] After receiving the complaint, the Consumers Association staff immediately investigated. It was confirmed that on the day of lifting the car, the bumper fog lamp at Baojun Automobile, which Mr. Cheng ordered, did indeed suffer from damage. During the negotiation, the two parties could not reach a consensus. According to Article 11 of the Provisions on the Responsibility of Repairing, Replacing and Replacing Household Automobile Products, the seller shall establish and implement a purchase inspection and acceptance system to verify the relevant certifications and other identifications of the family car products.†and twelfth Article 3 of the first paragraph stipulates that: “Inspection of the quality of on-site inspections of the appearance and interior of home automobiles,†and the merchants are not obliged to check the goods. Mr. Cheng examines the appearance of the vehicle and finds quality problems. , have the right to require the business to replace the new car or refund the deposit. After mediation, the merchant refunded Cheng’s purchase deposit of 1,000 yuan. Case 10 Old car doors when new doors are sold Consumers get refunds and renew new doors [Introduction] On January 6, 2017, Dongchuan Consumers Association of Xining City, Qinghai Province, received a complaint from consumer Mr. Hu that on November 27, 2016, Mr. Hu dragged the vehicle to Xining economic and technological development due to an accident with a consumer vehicle. District Dongfeng Peugeot 4S shop for maintenance, in late December 2016 consumers will repair the vehicle away, in the next driving car left front door abnormal noise, the consumer to the workplace near a repair shop inspection found 4S shop replacement The left front door is not a new door, but at that time, the customer clearly paid for the replacement of the new car door, and then went to the 4S shop to inquire. In the case of conclusive evidence, the 4S shop admitted that the left front door of the vehicle being replaced was not a new door but an old one. Installed the door, consumers require 4S shop to give some compensation, 4S shop only agreed to compensate consumers (the front left door value of 1,980 yuan) 2,000 yuan in cash, consumer compensation is not recognized, consumers believe that the business is obvious In case of fraud, it should not only compensate for 2,000 yuan. After many negotiations without results, consumers believe that their legitimate rights and interests have been seriously violated and they have complained to the Consumers Association. [process and result] Xining Dongchuan Consumers Association immediately investigated the complaints and conducted legal education for the responsible person of the company. After mediation, the company reached a unanimous mediation agreement with the consumer. The company compensated the consumer for 8,000 yuan in cash and reinstated the consumer. The front left door of the vehicle was replaced by a total of 9,980 yuan. Consumers are satisfied with the results. Distribution of complaints by car brands
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