On the one hand, the average passing rate of spot inspections is above 99.5%. One side is the increasing number of complaints. This makes the quality and reliability of tire products show a “ice and fire†taste. More importantly, tire companies cannot afford to abandon this market, which has caused them to suffer, and the formal implementation of the "Repair of Household Automotive Products, Replacement, and Return of Goods" (hereinafter referred to as "car three packs"). The tire companies have higher requirements for their after-sales service capabilities, and the world’s No. 1 position in vehicle production and sales is destined to have great potential in the Chinese market for tire product support and retail sales. At the "China Tire Enterprise's Three Guarantees' Work Exchange Conference," it was learned that although tire companies have developed " three guarantees for cars ", they also hope that they can quickly break through the bottlenecks of consumer habits and standards.
Searching for complaints on the Tyre of China Automotive Quality Network will see thousands of related complaints. This is only specific to tires. In complaints involving other parts, there are also consumers mentioning tire problems. In these complaints, most consumers accidentally discovered the bulging and cracking of the tires, but some consumers experienced the resulting puncture accident. In the case of rights defenders who often see newspapers, consumers have chosen to compromise due to reasons such as detection thresholds and higher costs. It is not uncommon for manufacturers to refrain from using “misuseâ€.
In the " car three bags ", the tires are listed in the 13 categories of easily-depletable parts, and vehicle manufacturers can set warranty periods for these parts, but the prerequisite is that they must be clearly stated on the three-package vouchers. In the period of some of the published consumable parts, the warranty period of the tire is 3 to 6 months, or 5,000 to 10,000 kilometers. This kind of warranty clause does not only fail to meet the “car three packs†requirement, but also falls below the “tire claims management standards†claim.
Of course, this is only the vehicle manufacturer's regulations. According to some representatives participating in the "China Tire Enterprise's Three Guarantees Work Exchange", the warranty period for Kumho, Bridgestone and Cooper is five years (calculated from the date of production), and Pirelli is four years (from the date of manufacture. Calculations) The horse card is for 3 years (calculated from the date of sale), Hankook, and Jiatong are for 3 years (calculated from the date of production), and Goodyear is 1 year (calculated from the date of sale).
The problem is that if the warranty period for the tires starts from the date of production, plus inventory and vehicle purchases, there may be consumers who have just used the nearest tire to pass the warranty. In response, representatives of some tire companies believe that, according to the requirements of the "Tire Distribution Company's Operational Regulations Claim Settlement Requirements": "Satisfaction periods will be calculated within three years of the tire's sidewall production date, or the distribution company will sell (refer to the terminal retailer) the goods. The term of the claim is valid within one year.†According to this standard, “We have exceeded the standard.â€
Urgent breakthrough bottlenecks
Why has the promise that is higher than the standard still left consumers unhappy? There are many reasons for this, and a common understanding among tire company representatives is that the standards need to be improved. Although China currently involves more tire standards, most of them are proposed by the tire itself for product quality and performance testing. Tire use performance, new car matching technology, replacement tire matching requirements, and tire maintenance technical standards are less. Even if it is an existing standard, its prescribed parameters have not changed for decades. This is far behind the speed of development of the tire industry and fails to guide the development of the company. Another participant said frankly: “China’s standard passenger cars like Europe and the United States have a lighter weight on the United States and are not unified.â€
The other is the national test site. At present, China still lacks complete national tire testing and testing laboratories, which is inconsistent with the market role that China’s tire production accounts for 1/4 of the world’s total. It also leads to tires that are not accessible to consumers and issued by provincial rubber testing agencies. The test report is not recognized by the vehicle manufacturer. The lack of laboratories also affected the improvement of standards. In the United States and Europe, the tire test speed in 2007 increased from 137 kilometers per hour to 160 kilometers, and the durability test mileage also increased from 3,000 kilometers to 4,080 kilometers. China's relevant standards have not been adjusted.
At the "China Tire Enterprise's Three Guarantees" Work Exchange Conference, another consensus of the participants was consumer education. It simply means that consumers should pay attention when using tires and timely maintenance. The representative of Kumho thinks that consumer education is a gradual and gradual process. Even if multinational corporations appear to be weak in this process, if they can be led by associations or related departments, the tire companies can achieve better results. Representatives of companies such as Nexen and Hankook also agree.
Although the current consumer education program has not yet been put on the agenda, according to the representative of Bridgestone, the "Tire Distribution Company's Operational Regulations Claims Requirements" ("SB/T 10468.2-2012") has replaced SB/T 10468.2-2008. , formally implemented on September 1, 2013. Moreover, the national tire production and distribution company distribution claims appraisal personnel training certification has also begun, the future tire appraisal personnel must hold certificates.
Commitment to force product and service upgrades
Although the "Three Guarantees" period is clearly disclosed on the Three Guarantees certificate, it reflects the company's statutory promise. However, this is not the purpose of the "Car Three Guarantees." This is only a means of urging companies to pay attention to product quality and improve after-sales services.
A survey shows that consumers pay attention to only 18.5% of the tires' brand and performance when buying a car, and 88.6% of consumers pay attention to the tire's brand and performance when replacing tires. When choosing a tire, 90.3% of consumers choose a tire with good quality and performance. It should be said that with the continuous release of consumers' need for tire replacement by themselves, the focus of the tire aftermarket will be retail, which is another potential economic growth point for tire companies.
In the industry, the high investment amount for several consecutive years shows that the potential of the Chinese market is still being tapped. From the perspective of investment growth, the 38 billion yuan in 2012 fell 30% year-on-year, indicating that the tire industry has experienced a rapid expansion and began to pursue a balanced development of quality, efficiency, brand, and standards. One quarter of the world's output, and sales of less than 16% of the comparison shows that the domestic tire companies need to adjust the structure. Facts have proved that the concentration of the tire industry is indeed getting higher and higher - among the 380 tire companies that have 3C certification, fewer than 60 can produce radial tires.
In addition, in the newly revised "Consumer Protection Law," consumers and operators in a certain period of time will not be liable for the burden of proof because of product or service disputes. In the future, laws and regulations related to tires, such as the Consumer Product Safety Law, will also be gradually introduced. All of these forces tire companies can no longer use a “misuse†to push their own responsibility. From this perspective, "car three bags" is just the beginning.
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