China car producers Aftersales support on World markets

2972 Views 1 Reply 2 Participants Last post by raton, Aug 19, 2011

Johnny Blaze

Discussion Starter · Aug 12, 2011 (Edited)

Hi evrybdy,
i would like to start discussion on aftersales support level for Chinese car manufaturers in other countries except China and Taiwan.

This is a big problem for most of chinese car owners since most of the chinese brands are not making a good progress on establishing more or less appropriate aftersales service network control system.
Customers are very sensitive to:
1. Service quality/price/availability
2. Spare parts quality/price/availability
3. Service long term existence
4. Accessories availability/price
5. Warranty leadtime
(i'm even not mentioning prejudices about chinese products - let's suppose we don't have em)

And all of these points were Failed by chinese brands.
They are trying to sell more units, but don't know that support comes right after and every car should be "polished" in terms of service and warranty after it gets in hands of final customer.
Or "customer first" is not a motto and one of the principals that chinese brands does respect? If i'm right - that means that chinese brands didn't went far from street market seller, selling pair of cheap slippers or socks.

All known western, asian, european, even russian brands are having this issue sorted out - they are making a good quality control of aftersales level on most markets where they are presented.
They are building up a GOODWILL. Something that maybe outside of the "topic heroes" mind. I hope not for a long time...
But chinese brands are taking another way.
Would be nice to know why?
Variants:
1. Outside markets are not so interesting since internal sales voulmes are more than enough. (This is more or less reasonable. Wanna good service? - come to China)
2. The quality of produced cars would bring a lot of repairs. "One time use" car mentality (then we maybe should change our understanding of "long term" working vehicles?)
3. They don't know where to start from, but learning from others requires investments (which is Taboo). Langauge misunderstanding?
4. The image of chinese car - bad car should remain (sabotage?)
5. Protectionism of other market grandfathers, brands who are already established and locked on the markets? (some kind of conspiracy theory, but possible, why not?)

I would like to develop this discussion with all of you, people, and of course, would be very interesting to read the point of view of chinese brands representatives, who are, i'm sure, often guests on this forum.

Thank you,
KR,
JB

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raton

· #2 · Aug 19, 2011

Johnny Blaze said:
Hi evrybdy,
i would like to start discussion on aftersales support level for Chinese car manufaturers in other countries except China and Taiwan.

This is a big problem for most of chinese car owners since most of the chinese brands are not making a good progress on establishing more or less appropriate aftersales service network control system.
Customers are very sensitive to:
1. Service quality/price/availability
2. Spare parts quality/price/availability
3. Service long term existence
4. Accessories availability/price
5. Warranty leadtime
(i'm even not mentioning prejudices about chinese products - let's suppose we don't have em)

And all of these points were Failed by chinese brands.
They are trying to sell more units, but don't know that support comes right after and every car should be "polished" in terms of service and warranty after it gets in hands of final customer.
Or "customer first" is not a motto and one of the principals that chinese brands does respect? If i'm right - that means that chinese brands didn't went far from street market seller, selling pair of cheap slippers or socks.

All known western, asian, european, even russian brands are having this issue sorted out - they are making a good quality control of aftersales level on most markets where they are presented.
They are building up a GOODWILL. Something that maybe outside of the "topic heroes" mind. I hope not for a long time...
But chinese brands are taking another way.
Would be nice to know why?
Variants:
1. Outside markets are not so interesting since internal sales voulmes are more than enough. (This is more or less reasonable. Wanna good service? - come to China)
2. The quality of produced cars would bring a lot of repairs. "One time use" car mentality (then we maybe should change our understanding of "long term" working vehicles?)
3. They don't know where to start from, but learning from others requires investments (which is Taboo). Langauge misunderstanding?
4. The image of chinese car - bad car should remain (sabotage?)
5. Protectionism of other market grandfathers, brands who are already established and locked on the markets? (some kind of conspiracy theory, but possible, why not?)

I would like to develop this discussion with all of you, people, and of course, would be very interesting to read the point of view of chinese brands representatives, who are, i'm sure, often guests on this forum.

Thank you,
KR,
JB

In the western world, if you are a car dealer, you must carry all the spares for a given car. You can’t sell cars in you don’t have a license, and to get a license you must do a 3 months course. You must have a licensed premise to conduct repays and warranties and you can only employ certified mechanics. It is forbidden to sell a used car without warranties, and inspections (TUV) are done by real engineers.

If your brake discs are off the limit, the workshop would not let have you car till you buy new discs, and the list goes on. In China is still the Wild West in regards of servicing, selling and aftermarket care. My Midi (Foton) salesman( his garlic stench was incredible) dint knows it was front wheel drive and dint know either what engine is the car fitted with. Four weeks after the rear shock absorber started to develop a leak, I was advised to avoid bad roads…! By the way, this board is dead as a door nail.

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