Car tire "Three Guarantees" is imperative

On October 1st, the “Repairing, Replacing, and Returning Liability Regulations for Household Automotive Products” (hereinafter referred to as the “Three Guarantees for Automobiles”), which has been brewing for eight years, will be formally implemented. Major car companies have also announced the implementation of the automobile three pack policy in advance. Although "pre-implementation" is not suspected of making a show for the golden season promotion, from the consumer's point of view, the pre-fermented auto three packs as a law to protect the rights of consumers still have positive significance.

Tire is one of the major spare parts of automobiles. It is clearly defined as "products closely related to safety" and "consumable parts" in the automobile three-bag regulations. If there is a problem with product quality during its warranty period, consumers are required to comply with regulations. You can choose to replace it for free. The Ministry of Commerce also stipulated in 2009 the "Tire Distribution Business Claims Claims Requirements" that states: "Tire manufacturers, distributors, and repairers shall repair, replace, and return the tires purchased or repaired by consumers. responsibility". However, in the actual tire industry, what kind of attitude does it take to adopt the “three guarantees” policy for its own products? Some time ago, the Association of Consumers Association of 28 provinces and cities and the China Consumer News jointly carried out a tire industry survey of after-sales service policies and released the “ "Tire enterprise after-sales service policy investigation report", the results of 12 tire brand surveys that accounted for more than 90% of the market share of passenger car tires are not optimistic.

First of all, regarding the warranty period, in accordance with the requirements of the "Tire Distribution Company's Regulations for the Management of Claims", there are two calculation methods within three years from the tire production date, or within one year after the goods are sold. Among the 12 tire companies surveyed, the warranty period was of varying lengths. In addition to Michelin's refusal to reply, 6 were implemented in accordance with national standards, while 5 other companies had higher corporate standards than national standards, including Kumho and Bridges. The three brands Tong Tong and Cooper have the longest warranty period, and they have been extended from the three years required by the national standard to five years. The extension of the warranty period on the one hand demonstrates the company's self-confidence in the quality of its products, while effectively safeguarding the legitimate rights and interests of consumers.

Secondly, in terms of tire claims standards, some of the so-called “national standards” adopted by tire companies are actually the “Administrative Measures for the Management of Automobile Tire Claims” developed by the industry. This is a lower-than-standard requirement for the management of tire distribution companies. Industry practice, for example, reduces the 2.0mm wear standard to 1.6mm, although the difference between the two is only 0.4mm, but for consumers, the cost is very different. Among the 12 companies surveyed, only Kumho, Hankook, and Cooper tire brands strictly follow the “claims requirements” to enforce wear and tear costs exceeding 2.0mm, and actively meet the requirements of the “Three Guarantees” and “Claims Claims”. After the new request, improve claims standards.

In the aspect of non-quality problem compensation policy, when tires have problems, some companies still use consumers as “shields” to evade claims compensation and have a lot of bad influence in the minds of consumers. In response, some tire companies have realized that taking non-quality compensation policies has a positive effect on improving consumer satisfaction and enhancing corporate brand image. Therefore, Kumho has adopted VIP product guarantee services and special guarantee services: a conditional free replacement compensation policy for designated tires caused by road problems and tyre bulges caused by impact. Separately, Hantai and other individual companies stated that the claims policy will be appropriately tilted to consumers based on new listings or product promotions.

Finally, a survey on the transparency of corporate post-sale policies revealed that some tire manufacturers did not pass on after-sales service information that should have been disclosed to dealers and consumers. They only used official reply slamming, and even individual companies had warranty periods and claims standards. Other questions are answered without reply. In the automobile Three Guarantees Regulations, it has been stipulated that the “quality assurance period for consumable parts and components shall be clearly stated on the three-package vouchers” by the manufacturer. In addition to the tires, the claim standards and precautions for use shall be closely related to the consumers. Policies and information are clearly shown to consumers. A more transparent and sincere service awareness is also a necessary measure to demonstrate corporate social responsibility and effectively safeguard the legitimate rights and interests of consumers.

Whether it is the basic “Three Guarantees” policy or the introduction of compensatory policies that are tilted toward consumers, and the establishment and improvement of communication platforms with consumers, it is the key for tire companies to demonstrate their brand values ​​and service integrity. The Three Guarantees Regulations will formally implement the “historical moments.” In order to effectively protect the legitimate rights and interests of consumers, the tires are also a must.