Car buyers report poor performance
Consumers have encountered technical problems with imported luxury cars and domestically produced new energy vehicles, with some issues proving difficult to solve, highlighting the importance of consumer protection, said an industry expert.
A car owner surnamed Lu bought a Lincoln Navigator luxury SUV in Zhengzhou, Henan province, in May for 1.1 million yuan ($153,000).
Lu said that after the purchase, the car has experienced problems such as damaged seats, engine malfunctions and false alarm prompts of its auxiliary driving function.
He made multiple complaints and reports to Lincoln’s customer service, and called the hotline more than 200 times, but the issues weren’t resolved by the company or the local Lincoln 4S store.
Lu said the 4S store initially admitted that there was a problem with the car, but later denied any problems. Lu said that in the latter half of last year, both parties communicated with relevant departments on the matter of third-party testing, but no progress was made, despite the 4S dealership saying it accepted identification by third-party testing agencies.
Xia Hailong, a lawyer from Shanghai Excellence Law Firm, said the car owner has negotiated with the manufacturer multiple times, and no agreement has been reached on whether the vehicle has quality issues. The car owner can consider litigation procedures, and basic factual disputes regarding whether the vehicle has quality issues that can be confirmed through appraisal.
“The roles that regulatory authorities need to undertake include safeguarding consumer rights, promoting fair transactions and ensuring product qualities,” said Lu Jing, partner and managing director of consultancy Frost & Sullivan China.
He added that regulatory authorities should require car manufacturers to increase transparency, including accurate disclosure of car performance data, prices and any important information that may affect consumers’ purchasing decisions.
“Authorities can provide efficient complaint channels and quick dispute resolution solutions to improve consumer rights protection mechanisms. It is recommended that regulatory agencies implement regular product quality inspections, strengthen supervision of automotive manufacturing and maintenance services, and ensure the authenticity and transparency of product information,” Lu Jing said.
Meanwhile, with the popularization of NEVs in China, some car owners have been anxious about battery range, one of the important performance indicators of NEVs.
It was reported that domestic vehicle maker Xpeng, and the new Ora Good Cat, which is affiliated with Chinese auto brand Great Wall Motor, falsely indicated battery ranges.
An Xpeng car owner surnamed Wang said that during the Spring Festival holiday this year, his car ran out of battery power after driving about 350 kilometers, and he had to call for a highway rescue.
Wang said the actual range is about 55 percent of the official range indicated by the manufacturer. Some other car owners said that in winter, when it is snowing or when the air conditioning is on, the battery performance would be worse.
“Implementing measures to value consumer protection and strengthen regulations will help improve consumer satisfaction and trust, and it is also key to promoting the healthy and sustainable development of the automotive industry,” Lu of Frost & Sullivan said.
Authorities can provide efficient complaint channels and quick dispute resolution solutions to improve consumer rights protection mechanisms.”
Lu Jing, partner and managing director of consultancy Frost & Sullivan China