In recent years, Mitsubishi seems to have fallen into the "magic" of the recall. A few days ago, the "Securities Daily" reporter learned from the General Administration of Quality Supervision, Inspection and Quarantine that Mitsubishi Motors has once again filed a recall plan. From July 3, 2017, it will recall some of the imported Outlander series vehicles, involving 17,678 vehicles in mainland China.
Although the Mitsubishi recall does not involve domestically produced models, the imported Mitsubishi, which had a small sales volume, recalled 17,000 vehicles at a time, which undoubtedly had a great impact on the reputation of the entire brand. In addition to successive recalls, the complaints caused by quality problems and the after-sales service performance brought by complaints have made many consumers quite vocal.
Mr. Li of Shenyang City had some helplessness about his newly purchased imported Outlander. The new car was bought for 1 month and 8 days, and the driving time was 3225 kilometers. There was no response to the gear, and it was sent to the store to test that the gearbox appeared. malfunction. He told reporters: "I want to change a car, the new car has such a serious problem, I can't accept it." And the complaint issued in January, as of the time of publication, has not been satisfactorily resolved.
Consumers like Mr. Li complaining about Mitsubishi are not a case. The reporter learned from the Auto Complaints Network that many complaints against Mitsubishi and GAC Mitsubishi have been received this year, but the company is solving speed or attitude. It seems a bit unsatisfactory on the top.
Frequent recalls
Recently, the event has been recalled continuously, and many consumers have begun to think about what is wrong with Mitsubishi. It is understood that the recall of Mitsubishi's import of Outlander is due to the manufacturer's manufacturing reasons, resulting in some of the door lock components not meeting the specifications. When the temperature rises, the locking part will be stuck, resulting in the door lock not being locked. In severe cases, the door may open during the running of the vehicle, posing a safety hazard.
However, it is worth noting that Mitsubishi’s recall is not the first time. The reporter learned from the General Administration of Quality Supervision, Inspection and Quarantine that in November last year, Mitsubishi Motors Sales (China) Co., Ltd. filed a recall plan with the AQSIQ. Since June 19, 2017, some of the imported Outlander EX series cars have been recalled. The number of vehicles involved in mainland China is as high as 54,672.
According to the company's explanation, some vehicles in the recall range are due to design reasons, moisture will intrude from the joints of the wiper motor and the wiper link, and abnormal wear will occur inside the joint, which may cause the front windshield wiper to malfunction and affect the forward view. There are security risks.
The reporter found from the official website of GAC Mitsubishi that the brand also has a special recall information page. According to the data, since October 29, 2015, GAC Mitsubishi has failed due to the wiper obstacle, the passenger seat airbag gas generator, and the replacement lamp. The product was recalled for various problems such as malfunctions and brake light switch failures, covering almost all of its models.
Missing after-sale
In an interview with reporters, Jia Xinguang, an auto analyst, said that the initiative to recall vehicles with hidden dangers is to prevent the occurrence of dangers. It can also be regarded as a responsible performance of enterprises. It is not possible to measure the quality of automobiles simply by the number of recalls.
However, the reporter noted that if the recall event can be seen as Mitsubishi's focus on brand quality and consumer safety, then the number of complaints and the solution can reflect the consumer's perception of the brand.
The reporter learned from the Auto Complaints Network that since 2009, it has received 277 complaints from Mitsubishi Motors, covering all types of problems. It is worth noting that a considerable number of consumers have a negative feedback on the outcome of the solution after receiving the response and response from the enterprise, that is, they are not satisfied with the way the company handles.
According to the daily red list of the Auto Complaints Network, Mitsubishi has long ranked first in the black list. According to the website staff, the daily red and black list is a barometer to measure the daily complaints of each company. The only list is based on the specific performance of the company's complaints and the recognition of the results of the car owners.
For the reason why Mitsubishi repeatedly listed on the black list, the reporter learned that after the owner complained, the staff first transferred the complaint to the relevant staff of GAC Mitsubishi for processing, but the manufacturer did not give a reply, it seems that After-sales service does not care at all, there are not a few owners who can't solve the problem of vehicles.
This situation can indeed be seen from the complaint information. According to the statistics of the reporters, only 4 of the 19 complaints against Mitsubishi since January this year indicate that the company has completed the processing. Among them, a complaint from Ms. Wu from Shanghai in March 2010 was still in the enterprise processing stage.
The “not at heart†of consumers directly leads to consumers’ disappointment with the brand. The owner of Hunan said in an interview: "If Mitsubishi can't solve the problem, who would dare to buy their car?" He said that such a service attitude is unacceptable, and the only good feelings about Mitsubishi have been worn away. .
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