Some companies are ignorant of quality problems and deal with them. However, after the problem was exposed, an urgent apology was given late at night and a solution was given.
Presumably, after the end of the CCTV 3·15 party in the past years, some named companies are busy with public relations and responding overnight. The efficiency of the work seems to have improved a lot. This phenomenon has become commonplace.
The fast, fast and rapid crisis public relations is not as strict as before.
2018: Volkswagen Touareg engine deposit water quality problem
At the CCTV 3.15 party in 2018, the quality of the Volkswagen Touareg engine was exposed. According to the program, some "Volkswagen Touareg" owners reported to the 4S store that the engine suddenly failed. The 4S shop checked that the vehicle was turned off and was related to the engine water intake. Some car owners recalled that her car was only raining the night before the accident. After the test of the owner, it was found that the design of the intake port position is an important cause of engine water intake.
Two hours after the show aired, Volkswagen (China) Sales Co., Ltd. responded that they highly valued and fully realized that there are still many deficiencies in the process of handling customer claims, and at the same time, due to the water supply of the related Touareg vehicle air filter, I would like to express my sincere apologies for the inconvenience and trouble caused to the owners. In response to the above-mentioned defects, Volkswagen filed a recall plan with the relevant state departments, and officially began implementation on April 30, 2018, opening a one-to-one handling of "exclusive channels."
2015: Land Rover Range Rover Aurora gearbox failures frequently
The CCTV 3.15 party in 2015 exposed the frequent failure of the Land Rover Range Rover Aurora gearbox. According to CCTV investigations, either the road is not moving, or the reverse gear is out of order. Although this is diagnosed as a gearbox failure, some car owners said that the replacement of the new gearbox still caused frequent failures. In the face of more and more car owners' doubts, Land Rover China even pushed the cause of the gearbox failure directly to the user, and the owner was too anxious to drive.
After the show aired, Land Rover China responded urgently at midnight and apologized to consumers. Since receiving feedback from some customers, Land Rover China has been actively developing solutions, and since January 19, 2015, the imported Land Rover Range Rover Aurora for 2014 to 2015 (vehicle identification code range is LV000001-LV996116) Proactively introduced the latest transmission software upgrade measures, and has already filed the solution in relevant national departments. This upgrade is continuing, and Land Rover China will further coordinate with the dealers to accelerate the completion.
2015: 4S shop small illness overhaul to make huge profits
In 2015, the CCTV 3.15 party also exposed the small profits of Dongfeng Nissan, Shanghai Volkswagen and Mercedes-Benz 4S stores. According to the program report, the reporter set up the same simple fault, in Beijing, Tianjin, Hebei, Henan, Anhui, Shanghai, Zhejiang and other seven provinces, 22 times to experience the after-sales maintenance of Dongfeng Nissan, Shanghai Volkswagen and Mercedes-Benz 4S shop, The number of minor illnesses and overhauls was as high as 16 times, accounting for 73%.
Subsequently, Dongfeng Nissan, Shanghai Volkswagen, and Mercedes-Benz China responded to the over-maintenance of 4S stores and apologized. They will immediately conduct a thorough investigation and urge the dealers to carry out rectification and eliminate similar situations.
2013: JAC Tongyue was exposed to “rusted steel plate”
In 2013, the CCTV 315 party exposed the JAC Tongyue sedan in order to save costs, using a relatively cheap ordinary steel plate instead of a galvanized sheet with better corrosion resistance, causing the steel plate to rust, which brought great safety hazards to the owner.
In response to CCTV's exposure to the rust of Jianghuai's sedan and Yuet body, Jianghuai Automobile said in a statement on March 16, 2013 that it has submitted a recall to the AQSIQ recall center, and will take measures such as free replacement of the car body for the Tongyue corroded vehicle. The means of service within.
2013: Volkswagen DSG transmission saves safety risks
In 2013, CCTV's 3.15 party exposure revealed that the Volkswagen DSG transmission had potential safety hazards. On the afternoon of March 16, Volkswagen China said on its official Weibo that Volkswagen will implement a voluntary recall to solve the DSG problem. On March 20, Volkswagen filed a recall plan with the General Administration of Quality Supervision, Inspection and Quarantine, and decided to recall some defective cars from April 2, 2013, totaling 384,181 vehicles.
To prevent the patient from happening
If you have not cured, you must prevent the disease from happening. In the same way, companies should not regret the quality problems when they are exposed to the public's view and damage the brand image.
Product performance and quality can't just stay in the advertising words. For every company, we want to show the glamorous side of the product, but we should also do a good job of the side that the consumer can't see, so that it can be the same.
Of course, when companies face quality problems, they can respond urgently and give solutions in the middle of the night, which also shows a positive attitude. It is also hoped that the car enterprises can strictly control the quality, and when they encounter problems, they will not cover up and solve them in time, and give consumers a satisfactory answer. (Zhongxin Jingwei APP)
(Article source: Zhongxin Jingwei)