At present, the shortcomings of after-sales service of new energy vehicles and the after-sales problems of new energy vehicles have become the "hardest hit" for consumers to complain, such as "expensive accessories", "repair costs are higher than the car price" and "new energy vehicles began to cut the second wave of leeks". New energy vehicles are sold, but maintenance has become a hot spot. According to some insiders, according to the three-guarantee commitment of the current mainstream new energy brand "65,438+10,000 kilometers in three years", in less than three years, millions of over-insured vehicles will be produced in the automotive aftermarket. After-sales maintenance will become the biggest problem for new energy owners to use and maintain their cars. We have to face up to the fact that there are still many problems in the aftermarket of new energy vehicles.
Question 1: Is the industrial development unbalanced?
Wang Hao, founder and CEO of Coppola Automotive Consulting Service (Qingdao) Co., Ltd., which focuses on the aftermarket of new energy vehicles, believes that the root of the aftermarket problem of new energy vehicles lies in the continuous adjustment of the main line of automobile industry development, which makes the industry ups and downs and the development of participants lack sustainability.
For traditional car companies, new energy vehicles have large investment, long return, insufficient attention and slow transformation; For new car-making enterprises, the focus is on digitalization and financial operation, and the overall operational ability is weak and the core competitiveness is insufficient.
On the whole, the traditional manufacturing industry has been transformed into a high-tech industry, and Moore's law has led to the "imbalance" of the whole industry, which has caused great turmoil in the integration of the old and new systems. North-South differences, inland coastal differences and urban-rural differences are not synchronized, but there is no positive improvement mechanism for the overall problems of new developing industries.
Question 2: Do car companies pay insufficient attention to after-sales maintenance?
Because the structure of new energy vehicles is different from that of fuel vehicles, the engine system and related components are replaced by three electrical systems, which greatly reduces the failure rate and component replacement. An important part of the profit of fuel vehicles is the supply of spare parts in after-sales service, but now the amount of spare parts is greatly reduced, and the profits that car companies can get from after-sales service are also greatly reduced, so the importance of car companies to after-sales service has declined.
Question 3: Is the after-sales policy standard system imperfect?
The three-guarantee service is based on the traditional fuel vehicle, and the characteristics of new energy and intelligent networked vehicles are not considered enough, and the definition is broad. There are many disputes about the protection of users' rights and interests, and there is no restriction on the overlord clause of car companies. After-sales service standards and rules are not clear enough, and there are black holes in user use.
At the level of spare parts supply of new energy vehicles, there is no intervention in the monopoly of spare parts, which leads to high construction and maintenance costs, and it is not clear how to develop and use homogeneous spare parts; At the level of recycling and remanufacturing, there are no operating rules for recycling outlets and standards for ladder utilization. At the second-hand car level, there is a lack of guiding standards for the detection, appraisal, evaluation and after-sales guarantee of new energy second-hand cars. The key lies in the lack of standards for battery testing, because the battery is not only the most critical power system in the car body, but also the most expensive core component in the car body parts. Therefore, in after-sales service, it is particularly important to evaluate battery loss, charging times and battery residual value. This requires a unified, objective and fair standard, which is lacking in the market at present.
Question 4: Insufficient maintenance talents?
Due to the rapid development of new energy vehicles, the training mechanism and institutions in the after-sales market can't keep up with the demand and lack training materials. Secondly, the sales mechanism has changed from agency and authorization system to direct sales system. Direct sales outlets are often more than delivery centers and after-sales service centers, and sales, delivery and after-sales are operated separately. As a result, the sales staff continue to be brilliant, while the after-sales service personnel are in a state of ignorance, and it is difficult to form a one-stop service system before and after sales.
At present, there is a big gap in the fields of testing, maintenance, insurance and recycling, but the market supply is limited, the actual combat level is uneven, and market-oriented services are limited. The reason is that there is a big gap between the training scale of vocational colleges and the actual demand, and the gap between the quality of talents and the market demand is even bigger, while the socialized training is mixed, so it is difficult to fundamentally promote the construction of a healthy after-sales training system for new energy vehicles.
Question 5: Lack of after-sales maintenance service evaluation mechanism?
The core driving forces, such as investment institutions and industry organizations, are mostly concentrated in macro aspects such as technology, R&D, manufacturing and consumption, and insufficient attention is paid to specific applications such as supporting system construction and customer service guarantee, resulting in imperfect and inconsistent after-sales service standards. The service between brands is very different, and the industry lacks perfect guiding norms and supervision and evaluation mechanisms, which leads to confusion in the after-sales market. In the current environment, after-sales service has not been taken seriously, so how easy is it to establish a third-party evaluation mechanism? First of all, who will operate it and what qualifications do these operators need? The second is how to operate, where does the operating expenses come from, and charge consumers? These are all issues that must be considered in establishing an evaluation system.
Question 6: Is the maintenance intelligence low?
At present, the intelligent level of new energy vehicle maintenance is low, and there are few enterprises with professional new energy vehicle inspection and maintenance technology and ability, which are seriously dependent on the main engine factory and the three major power manufacturers. There are few intelligent detection and diagnosis technologies and equipment for new energy vehicles, and their functions are insufficient.
Smart R&D team and after-sales service team are often out of touch. R&D team spends more time and energy on developing how to realize their ideal intelligence, but ignores or despises the after-sales service of intelligence. Therefore, the current state of intelligent after-sales service is often that customers give up faulty smart packages and are forced to buy new smart packages. But in the long run, customers give up not only problematic smart packages, but also brands that have problems but cannot be repaired.
Question 7: After-sales service resources are highly monopolized?
At present, an embarrassment in the after-sales market of new energy vehicles is that car companies do not open the relevant technologies and data of after-sales service, and spare parts and technical support are highly monopolized by a few enterprises. Moreover, due to the high threshold of new energy vehicle detection and diagnosis technology and strict patent barriers, most after-sales market enterprises are excluded from the core business of new energy vehicles. At present, various professional automotive technology research institutions, universities and private detection technology research and development enterprises are striving to develop new energy vehicle detection and diagnosis technology, but the technical level has not yet reached the market level. For example, battery testing technology can complete the test of 16 data in 60 minutes in the laboratory, but in the market, it often makes customers lose patience and spend an hour on the test. Therefore, the test time must be shortened to 3-5 minutes before customers are willing to accept the test.
The number of new energy vehicles has passed the threshold of100000, which means that there are not a few new energy vehicles. However, in the process of investigation and interview by reporters, many interviewed users said that they were afraid to buy new energy vehicles, including "the car is worthless when the battery is broken", "too many cameras are broken, and one can't be repaired" and "you don't know new energy vehicles as well as oil tankers, and the after-sales maintenance water is too deep to be wanted. It seems that if the after-sales problem is not solved, the faster the sales of new energy vehicles run, the worse the word of mouth may fall.