As the automotive market continues to grow, the volume of complaints about cars and related products and services continues to grow. The Shanghai Consumer Protection Committee disclosed on the 6th that it had sampled consumer inspection results for 4S stores: the automobile sales service table was different, the phenomenon of suffocation was widespread, the price was opaque, the fees were numerous, and the service names were inconsistent. Consumers' right to know, independent choice and fair trade.
According to the statistics released by the Shanghai Consumer Protection Committee, in the first quarter, the Consumer Protection Committee at all levels accepted 1,683 complaints about automobile and related products, an increase of 7.2% year-on-year.
At the briefing meeting on the consumption of automobile sales and out-of-pocket services held by the Shanghai Consumer Protection Committee held on the same day, the committee also interviewed some enterprises. It is reported that from the end of April to the middle of May, the Shanghai Consumer Protection Committee selected 25 mainstream automobile brands in the Shencheng market, and conducted sampling and consumer inspections on the sales and service of 70 dealers, including many well-known brands such as BMW, Volvo and Kia.
The staff or volunteers of the Consumer Protection Committee simulate the price of the consumer to the store to negotiate the price, compare the difference between the factory's guide price and the actual sales price, and the various types of charges in the sales process, including the charging items, the price range, and the fee. Whether the service content is mandatory or not.
According to the published results, only 10 of them can be clearly stated, accounting for 14.28% of the survey. In addition, 85.72% of the dealers have a large “moisture†between the guide price and the actual price, making consumers unable to objectively Compare Prices. This infringes on the consumer's right to know.
According to reports, in this consumer activity, the Consumer Protection Committee found a situation of forced consumption and bundled sales in disguise, and high-end brands are more obvious. Some sales people said that if they don't buy the decoration in the 4S shop, they can't enjoy the big discount on the price of the car. This means that consumers can only charge extra fees in disguise in order to enjoy the car price concessions. Bundling services without explicit disclosure, and not allowing consumers to make choices, violates consumers' autonomy.
In addition, the Shanghai Consumer Protection Committee also found that 4S stores have infringed on the fair trading rights of consumers, and in the sales of vehicles, the name has increased in price. In the previous investigation, the Shanghai Consumer Protection Committee also found that there were unilateral price increases, mandatory tying insurance services, and format clauses for sales contracts in parallel imported cars.
The survey shows that the phenomenon of out-of-pocket charging has become a hidden rule in the industry. The Shanghai Consumer Protection Committee hopes to pass this inspection and urge the OEMs and 4S stores to change their practices and effectively protect the legitimate rights and interests of consumers.
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