Xinhua News Agency, Beijing, December 1 (Reporter Zhao Wenjun) The reporter learned from the China Consumers Association on the 1st that low response timeliness and low efficiency solutions are the main problems in the communication between consumers and car 4S stores.

Complaints caused by compulsory consumption have the greatest impact on the overall satisfaction of automobile 4S stores.

  From March to June this year, the China Consumers Association selected 20 car brands (involving 23 auto manufacturers) in 15 cities across the country to carry out service consumer satisfaction assessment work.

The evaluation report shows that over 20% of consumers believe that actual consumption in 4S stores is higher than expected consumption, nearly 40% of consumers believe that 4S stores have high working hours standards, and 70% of consumers believe that 4S store services are "highly expensive".

In terms of service standards, the display of old parts performed the worst, with 17.3% of consumers experiencing the situation where old parts were not displayed.

Compared with facilities and equipment, sales services, and after-sales services, 4S stores of various brands have greater room for improvement in complaint handling, and the problems of "difficulty in obtaining evidence" and "difficult identification" in consumer complaint rights protection are still pending solve.

  The survey actually obtained 6268 valid samples. The source of the sample size involved 1343 4S stores in 15 cities including Beijing, Shanghai, Chengdu, Xi’an, Wenzhou, etc. The specific auto brands and manufacturers include German brands, domestic brands, and Korean brands. , American brands, Japanese brands.

  The relevant person in charge of the China Consumers Association suggested that the relevant regulatory authorities should improve the relevant laws, regulations and service standards in the field of automobile production, sales and service as soon as possible, continue to carry out the rectification of the automobile consumer market, and properly resolve and prevent various consumer conflicts and disputes; for new energy Strengthen the supervision of automobile sales, and optimize the subsidy policy, sales price, insurance policy and other aspects.