Tire industry chaos: "three bags" stopped on paper

Tire's after-sales service policy is "covering"? Quality appraisal is that "businesses" are both "referees" and "athletes"? What is the warranty period? Is the claim standard according to the national standard or listen to "professionals"? Recently, the reporter found that some companies tire business is quite "arrogant," consumers are facing a "have" three packs of "no compensation" of the embarrassing situation.

After-sales service "covering" quality appraisal as both "referee" and "athlete"

"The tires have a warranty period? First heard." The reporter randomly asked a number of owners with many years of driving experience to find that not only private car owners do not understand the tire after-sales policy, even if it is more than 20 years old Drivers also said that "the first time I heard that the tires have a warranty period."

The reporter consulted a number of car tire shop and found that the "quality assurance period" and other specific after-sales details are a lot of business secrets, basically will not take the initiative to inform consumers. Some automotive tire brand agents are often vague when asked about the warranty period of the tires. Even if the brand's after-sales hotline clearly tells the “quality assurance period of 5 years”, the sales staff will directly say “guarantee life” on the phone. There are also brands that push the post-sale policy from the hotline to the agents, from the agents to the distribution stores, to the stores and then to the hotline, repeatedly "kicking the ball."

In addition to the after-sales service policy, “I’m still ignorant”, once the tires are in trouble, consumers are still faced with difficulties in identification. Due to the high cost of third-party appraisal in the automotive industry, in most disputes, consumers are “chosen” to select tire manufacturers to identify the attribution of responsibility.

Experts suggest that third-party testing agencies that do not aim at profitability should be introduced. At the same time, tire companies should be encouraged to change their perceptions. For quality problems and situations that are difficult to identify due to improper use, compensation policies should be appropriately relaxed, and compensation measures should be taken to consumers. Consumers provide more humane quality after-sales services.

Tire warranty: how to count, this is a problem

To enjoy the country's "three-bag policy" tires, how to count the warranty period, this should not be a problem. However, in real life, due to the characteristics of the product itself, the warranty period of the tire is calculated from the date of production or calculated from the date of sale. For consumers, the feeling is quite different.

The claim period for tires set out in the "Regulations for the Payment of Tire Distribution Enterprises" issued by the Ministry of Commerce in 2009 stipulates: "The payout period shall be calculated within three years of the tyre's production date, or the selling company (the terminal retailer) shall sell the goods. The claim is valid within one year."

However, starting from the date of production and calculating from the date of sale, the calculation of the starting date of the two different claims deadlines often brings different consumer feelings and rights protection to consumers in real life.

According to industry sources, there are generally two determinants for the safety life of tires for passenger cars: one is the number of kilometers traveled. After a few kilometers, the pattern of the tires becomes insignificant and the friction may decrease. Safety hazards; the other is the time of tire production, "even in the plant" sleep "sleep, the tire's service life is decreasing, a new production of tires and a tire in the warehouse for three years, the actual safe use Life is much worse."

Not long ago, the "Tire Enterprise After-sales Service Policy Survey Report" issued jointly by the Consumers Association of China (CCC, Consumer Protection Committee) and the China Consumer Newspaper reported that the warranty period of tires is consistent with the "Three Guarantees" regulation of automobiles. The date of sale of the product starts to be calculated; or to better safeguard consumer rights, companies are encouraged to provide consumers with two different warranty periods with different starting times for consumers to choose their own calculation methods.

Claims standard: With a "what if not high?"

The rules are higher than the national standard. This is a convention. However, in the tire industry, the survey shows that the industry common practice adopted by many companies is much lower than the national standard in claims standard projects.

The "Declaration of Claims for Tire Distribution Enterprises" formulated by the Ministry of Commerce stipulates that: "After the tire is used, the user can replace the tire within 2 mm of the wear of the tread pattern." Pattern wear generally exceeds 2mm, and quality problems are found. If it is identified as the responsibility of the tire manufacturer, the tire manufacturer should compensate claims according to pattern wear.”

The claims standard of the “Automobile Tire Claim Management Regulations” formulated by the industry association is: “If the user finds quality problems during use, if the tread pattern wears deeper than 2mm and the car tires are less than 1.6mm, it may not be accepted. If the wear depth of the tread pattern exceeds the above criteria, the manufacturer (or the seller) may charge the wearer's discretionary fee for the pattern wear.”

That is to say, the rules and regulations in case of quality problems, the wear and tear exceeds 1.6mm to receive the wear and tear, while the national standard provides that the wear exceeds 2.0mm to collect the wear and tear. Although the difference between the two is only 0.4mm, there is a big difference in cost for consumers.

For example, Bridgestone stipulates that wear exceeds 1.6 mm and pays a wear fee based on the remaining pattern depth. Corporate standards are lower than national standards? Many reporters contacted Bridgestone Corporation. As of this writing, Bridgestone still refused to respond.

“Enterprise standards should be higher than industry standards, and industry standards should be higher than national standards, and enterprises must not behave as low as they are high.” Jia Xinguang, an automotive expert, suggested that enterprises should improve the “three guarantees” time limit and claims standards and effectively protect consumption. Legitimate rights and interests.  

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