New energy vehicles have been in the trend of rapid development in recent years, especially in the quarter of 2022, new energy vehicles hit a new high. While more and more new energy vehicles are landing, the after-sales problems of new energy vehicles are gradually emerging. According to the statistics of the China Consumer Association, consumers' complaints about new energy vehicles are concentrated, including the supporting after-sales service system, maintenance outlets, and maintenance technicians, New energy vehicle charging pile It cannot meet the needs of the rapidly growing new energy vehicle market, which affects the use experience and satisfaction of consumers. So, how about the after-sales of new energy vehicles?
First, let's take a look at the after-sales service of traditional fuel vehicles.
General automobile after-sales service includes repair, maintenance, rescue, information consultation and insurance. Traditional automobile after-sales service. The after-sales service of traditional automobile enterprises is based on the service system of 4S stores. Focusing on meeting the basic maintenance and car use needs of car owners, a "traditional service" project system has been formed, mainly including fast maintenance and repair services, door-to-door services, courtesy services, efficient body painting, road rescue, etc. The maintenance of traditional fuel vehicles is carried out in the transparent workshop of the 4S store, Electric vehicle charging pile Customers can clearly see the operation process when buying and repairing the car in the same place. Therefore, the traditional after-sales service for fuel vehicles has become very familiar and mature for both the seller and the owner, and the traditional after-sales market for vehicles is also very mature and stable.
Secondly, let's see the difference between new energy vehicles and traditional fuel vehicles
1. The sales and after-sales service of some new energy vehicles are two separate systems. In particular, some brands adopt the direct marketing mode, and the sales and after-sales services are separated. Many brands' after-sales services are still represented by other agencies. As a result, many new energy vehicle owners have no way to find the corresponding repair agency or complaint department when they have problems after purchasing the vehicle. This is also reflected in the difficulty in providing evidence and safeguarding rights.
2. Wang Du, deputy secretary-general of China Automobile Circulation Association, pointed out that the status quo of after-sales service for new energy vehicles can be summarized into nine words - rapid development, multiple models and great differences. In order to seize the market of major cities across the country, some new energy vehicle brands have not developed their supporting after-sales services synchronously, and some after-sales service stores are relatively weak in detection, maintenance and other capabilities, especially the difficulties and miscellaneous problems of the "three electricity system" cannot be effectively solved. This means that the after-sales service of new energy vehicles is at an initial stage of development. The after-sales service can not keep up with the current development speed of new energy vehicles. It is different from the traditional after-sales system of fuel vehicles, which is stable and mature. In addition, businesses and consumers have reached a consensus on after-sales service. The new energy vehicle system does not have a unified and practical after-sales service standard, and the overall service level of the industry needs to be improved.
3、 New energy vehicle maintenance It is a new upgrade and challenge. The after-sales service and technology of traditional fuel vehicles are far from being able to comprehensively solve the after-sales problems of new energy vehicles. The unique three electricity system of new energy vehicles puts forward new requirements for their after-sales maintenance and repair. The "electricity safety" problem in the after-sales service process needs to be paid attention to, not only the vehicle safety, but also the safety of maintenance and detection, on-site personnel operation, and battery storage and storage. It seems that there are still no effective answers about how to repair new energy vehicles, what processes are there, what technologies are needed, and whether there are enough technicians who have mastered the maintenance technology of new energy vehicles in society.
As owners of ordinary new energy vehicles, what can we do?
For ordinary cars, the warranty period of new energy vehicles is longer. In the case of three electric vehicles, the warranty period is basically no less than 5 years or 100000 km. During this period, the maintenance is completely free of charge. Therefore, in case of damage to vehicle related parts during the warranty period, related after-sales and vehicle claim services can basically be provided at the 4S point.
