Domestic Car Quality Complaints and Typical Failure Analysis Report

The "Quality Month" campaign was launched for the first time since 1978, and it is already the 40th year since the establishment of the event in September this year. Compared with the period of economic recovery aimed at improving the quality of ethnic products, current equipment and technology may no longer be the biggest difficulty that plagues the manufacturing industry. However, for the automotive industry, product quality is still the basis for survival of major auto companies. It cannot be overemphasized. In order to allow consumers to more clearly understand the quality of domestic car products, Car Quality Network analyzed the samples of complaints received between September 2016 and August 2017 to see how the quality of car products has performed in the past year.

I. 94% of car complaints involve quality issues

Car quality network data shows that in the complaints about cars received in the past year, the proportion of complaints concerning pure quality issues reached 78%; in addition, the proportion of complaints on comprehensive issues (including quality issues and service issues) accounted for 16%. However, complaints that simply reflect service problems only accounted for 6% of the total. Overall, quality problems have accounted for 94% of the total complaints for cars.

Judging from the complaint data in the past three years, the proportion of complaints on car quality issues has basically remained at about 94%, but the proportion of simple quality complaints has decreased, while the proportion of comprehensive complaints has increased. However, with the continuous increase in the number of complaints as a whole, quality-related complaints also show an increase from the previous quarter, so the overall situation is not optimistic.

Second, the quality of the joint venture brands accounted for nearly 70% of the complaints

It may be that the Chinese people’s impression of self-owned brands is still at the initial impression of “car repair lined up” ten years ago. However, from the car complaint data received by the car quality network in the past year, the number of complaints for joint venture car brands is the largest, accounting for Nearly 70% of the relevant total, more than 10,000 complaints over the same period in its own brand. Although there is still a certain gap in sales, it is still difficult to compensate for the gap between the amount of complaints. The imported brands still accounted for the smallest proportion of car complaints, which was only 2% because of the relationship between the amount of ownership.

While subdividing complaints into brand countries, the proportion of complaints of 25% of American brands is closest to that of self-owned brands, which is almost equal to the sum of complaints of German and Japanese brands. From the perspective of market share in 2016, German-made brands are still in the leading position in the car market, while auto, Japanese and US-based brands can be said to be inseparable. In contrast, according to the complaint data, the German-branded sedan is in terms of product quality. , performance is better than the relatively large number of brand countries.

Third, the 2015-2016 car quality problems are most prominent

Judging from the volume of complaints for cars of various years, it is mainly concentrated in 2013-2016, of which the 2015 complaints are the most concentrated, reaching more than 6,000. In contrast, after the 2016 models were sold, they were better than the 2015 models in terms of current complaints, and they may not have reached the peak of the complaint.

Fourth, the quality of the first month of the car complaints accounted for 16%

As shown in the figure, more than half of the quality complaints on cars in the past year have focused on the purchase of new cars within a year, and the complaints on quality problems have been further subdivided and it has been found that complaints about quality problems in the first month of the car actually accounted for the total amount. The 16%, which shows that the current domestic car product quality is far from being reassuring.

V. 86% of quality complaints appeared within the repair period mileage

According to Article 17 of Chapter V of the "Rules on the Responsibility of Repairing, Replacing and Replacing Household Automobile Products," the repair period of domestic automobile products shall not be less than 3 years or 60,000 kilometers; the effective period of the three-pack of domestic automobile products shall be no less than 2 years or mileage of 50,000 kilometers. From the point of view of vehicle mileage, 86% of quality problems in car quality complaints in the past year have occurred within 60000 km of the vehicle, which is the specified warranty period. The reason why there are so many complaints, the reason may be: First, manufacturers and 4S stores denied quality problems, two, beyond the warranty period, three, there are quality defects.

Sixth, body parts and electrical parts of the largest share of complaints

Judging from the classification of car quality problems, complaints are mainly concentrated in the body parts and electrical parts, accounting for 34% of the total. Body parts and body parts and electrical appliances contain the largest number of faults, and it is not surprising that complaints are greatest. Secondly, the engine parts accounted for 24% of the quality complaints, and the gearbox part of the complaints accounted for 19%. It can be seen that the engine and gearbox are still the focus of attention of the owners, and also exposed the problems that exist. In the following, Car Quality Network will analyze the typical complaints in cars.

Analysis of typical complaints for cars:

1. Typical engine failure

Judging from complaints related to sedan engines in the past year, the issue of abnormal noise is still the fault with the highest concentration of complaints. The number of complaints exceeds 1,600, and is mainly concentrated in joint venture brands. However, in terms of subdividing into models, complaints from self-owned brands are mainly concentrated in certain models, and the problems are more typical, and the joint venture brands are relatively scattered. The reason for this is that the reason for the concentration in certain self-owned brand models is that there are a large number of common problems, such as insufficient power and loud noise, which leads the owner to believe that the vehicle has product defects. Of course, this is not groundless. After complaints were made that some owners had replaced the improved air filter assembly for free, the abnormal sound problem had indeed improved. Of course, the engine noise problem is more complex and cannot be generalized. Some of them may also be related to the valve timing system. Some of them are insufficient oil lubrication or clearance problems, resulting in abnormal noise at the hydraulic tappet or crankshaft bearing, etc. It depends on the actual situation. The problem of jitter is second in the ranking of the typical engine faults of passenger cars. The issue of an independent brand is even more typical, and the problem and the abnormal noise problem mentioned above are “complications” and all are air filter problems. To.

In addition, complaints concerning the burning of engine oil and oil spills are also more concentrated. Of course, failures involving oils may cause owners to worry about the working conditions of the engines. Regardless of the circumstances, engine production and assembly processes and the issue of sealing component materials will more or less contribute to the occurrence of such problems. If you want to completely solve, dismantling the engine will cause the owner to face certain losses.

2. Typical gearbox failure

The data shows that complaints about car gearboxes are mainly concentrated in the problem of gearbox abnormalities and setbacks. Many car owners may think that such problems are the most concentrated in double clutch gearboxes, but they have received complaints from the car quality network in the past year. Looking at the situation, there are two types of vehicles with the most problems but a joint venture brand manual transmission. Cases of complaints showed that the gearbox had abnormal gearbox noises and shifts during gear shifting, especially when the gearbox was low and the gearbox was the most obvious. At the same time, it was accompanied by an abnormal noise of “咔咔”. According to the owner’s disclosure, Transmission failure.

In the same period, the double-clutch gearbox could not escape “fate”, but the most concentrated complaint was the 2012 model of a joint venture brand, and the complaints related to the new model were not very prominent. The fault phenomenon is similar to that of the manual gearbox. The gearbox sounds abnormal and flutters when shifting gears. Some of them are similar to oil clutches. Of course, its internal structure is similar to the manual gearbox, and the shift actuator and control unit failure may cause problems with the dual clutch gearbox. For longer-life models, especially dry double clutches, there is a possibility that the clutch plates will wear out.

In addition to the above problems, in the transmission fault complaints, the problems that affect the normal use of vehicles are also more common, such as failure to shift, failure of the slide valve box, unblocking, computer board failure, mechanical parts damage, etc., and the amount of complaints reaches three. Number of digits. As an important part of the transmission system, the quality of the gearbox is not inferior to that of the engine. Therefore, choosing a gearbox with reliable quality cannot be ignored.

3, the typical failure of the steering system

In fact, the fault point of the steering system is much less than that of the engine, transmission, etc., among which the abnormal sound problem accounts for the largest proportion. Among them, the amount of complaints related to joint venture models is almost twice that of self-owned brands. There is feedback from the owners that the use of the car for about half a year has seen a slight change in the direction of the sound, and since then the noise of the “squeaky” has become increasingly severe and the steering wheel has turned very heavy. It seems that the electronic boost has no effect. In addition, some car owners report that the steering gear has been accompanied by sounds that collide with iron when over-deceleration belts or bumpy roads are used, which greatly affects ride comfort. At present, the steering system uses electronic assistance in many cases, and the parts that produce abnormal noises are also not concentrated on the steering column, steering gear and motor parts, and should be checked after abnormal noises occur.

It is puzzling that the typical failure in the second place in the steering system in the past year turned out to be a problem of steering failure. Among them, 56% of complaints are concentrated in a joint venture brand vehicle, or there is a problem of product quality defects. According to feedback from the owners, the steering system of the vehicle suddenly failed during driving, and the steering wheel jammed could not control the direction of travel of the vehicle. At this time, the mileage of the vehicle was only about 30,000 kilometers. However, since the current vehicle has been used for more than 3 years since the date of purchase, the 4S shop staff will exceed the warranty period and allow the owner to repair it at their own expense. As far as the nature of such problems is concerned, it has threatened the driving safety of occupants, and it is not a single case in terms of the amount of complaints. Manufacturers should investigate and recall them.

4, brake system failure

The brake system failure is similar to that of the steering system, and the abnormal sound problem also accounts for the largest proportion, and the joint vehicle-related complaints are 2.6 times that of the self-owned brand, which is also more prominent. However, most brake abnormal sound problems do not directly affect normal driving, but they greatly reduce the comfort experience. There is feedback from the owners. After the new car has been purchased for a few days, it has been found that there are sharp noises when braking, especially after the rain or cold start. In fact, this situation is mostly caused by the friction between the hard spots in the brake pads and the brake discs. Even the 4S shop can only handle it by grinding. The data shows that in the past year, complaints of brake failure and ABS pump faults are second only to abnormal noise, and have become the second and third largest typical fault problem of brake system failure. Such problems not only threaten the driving safety of occupants, but also affect other people. However, judging from the current situation of complaints, it does not appear to be concentrated in certain vehicle models, and the distribution of complaints is relatively scattered. Even so, each vehicle company should investigate this and eliminate the possibility of batch-quality defects.

5, front and rear axle and suspension system typical failure

In the front and rear axle and suspension system complaints, the proportion of self-owned brands is significantly higher than that of joint venture brands. The reason is that the damping system has a higher degree of adjustment and becomes a major shortcoming for self-owned brands. In the complaints received in the past year, the problem of abnormal sounding of shock absorbers was the most concentrated and the number of complaints reached nearly one thousand. The seriousness of the problem can be seen. In the complaint, the owner of the vehicle reported that when the vehicle encountered a bumpy road, the shock absorber would emit a strange sound, and the car was accompanied by a resonance. From the perspective of the fault phenomenon, the shock absorber spring and the damper The problem of coordination may be the main cause of abnormal noise. In addition, complaints about deviations and eating unevenness are more concentrated, and the reason for this is still reflected in the problem of the fit between the spring force of the damping spring and the damper.

6, body accessories and electrical parts typical failure

Judging from the complaints received by the car quality network in the past year, the most common suspected defects in common body parts and electrical parts are the most common problems. The number of typical failures is as many as several hundred. Among them, the most complaints were car odor problems, with the most concentration of European and American brands. The owner is more sensitive to odors in the vehicle. He believes that exceeding the standards of harmful substances will endanger the health of the occupants, and he hopes to attract the attention of relevant car companies. However, the odor inside the car is not directly equated with excessive standards. For example, mildew in the car or in the air-conditioning duct can cause odors in the car. In addition, complaints of rusting on the body have risen to the second place in the past year. It is well known that rusting problems are mostly found in the rain and snow seasons. As the body steel plates used by some independent brands use single-sided galvanized steel plates, corrosion resistance is poor. It is prone to rust; secondly, problems in the production process can also lead to corrosion problems in the car body, such as corrosion of the door from the inside, rust on the joints of the car body, etc.

The problem of suspected common product defects in individual models was also concentrated in complaints in the past year. For example, the trunk had traces of burned paste on the exhaust pipe and cracks on the instrument panel. The total amount of complaints was second only to odor and Rust complaints. With the advent of summer, air-conditioning fault complaints have begun to emerge. This may be the problem that many owners complain every summer. The reason why it has not been solved is that the problem of similar air-conditioning cooling effect cannot be reflected with the gradual decrease in air temperature. This may be one of the reasons why individual manufacturers have made inaction or indefinite delay in such complaints.