At the Auto Sanbao Seminar held by the General Administration of Quality Supervision, Inspection and Quarantine in early February, Hubei Defective Product Management Center was invited to introduce the experience of “Investing in the Third Party Mediation Mechanism of Innovative Automobile Three Guaranteesâ€, which was produced and sold by more than 80 vehicles. The welcome and affirmation of the leaders of enterprises and relevant departments, I believe that many experiences and highlights of Hubei Automobile Three Guarantees mediation work deserve to be carefully summarized and promoted.
On March 9th, Luo Zili, director of the Defective Product Management Center of Hubei Province, told reporters during the interview that since the implementation of the “Regulations on the Repair, Replacement and Return of Household Car Products†on October 1, 2013, complaints about the quality of automobile products In a straight-line trend, the resulting automobile disputes have intensified. To this end, the Hubei Defective Product Management Center established the Third Party Mediation Center for Vehicle Three-Pack Liability Disputes (hereinafter referred to as the Mediation Center), which is responsible for accepting the three-package of automobiles. Consultation and dispute mediation.
“As a high-value, high-tech, high-risk commodity car, once quality problems occur, it is difficult for general users to figure out the specific reasons. Therefore, in the car three-pack dispute mediation, the two parties are likely to have a very serious cause and treatment of vehicle failure. Great differences, at this time, relatively fair third-party experts are required to conduct technical consultations, so that the parties involved in the dispute can participate in the mediation of disputes more objectively. Based on this, we will set up a library of three-package dispute handling technical experts, and set up an innovative third-party mediation. The first place of the mechanism has designed a standardized workflow for the formation and management of the expert database.†Luo Zili said that this set of work processes is divided into five parts: collection, selection, training, hiring and management. Through the layers of checks, finally, among the more than 600 applicants, 207 people from the automobile OEM, 4S shop, testing institutions, colleges and universities and other fields were hired to form an expert database. All of these experts have been engaged in professional technical work for more than 5 years in the fields of automobile design and manufacturing, maintenance, testing, teaching and research, quality appraisal, and legal policy, product quality and safety management. They have strong technical, communication and mediation capabilities. .
According to the reporter's understanding, the establishment of the "procedural norms, simple process" workflow, the use of standardized means to conduct consultation and mediation, is a highlight of Hubei's innovative car three-package third-party mediation work. This workflow is named "Three-Party Mediation Service Specification for Three-Pack Responsibility Disputes for Household Auto Products" (hereinafter referred to as "Service Specifications"). It has been declared to local standards in Hubei Province, mainly including situation verification, mediation acceptance, selection of experts, on-site mediation, Technical specifications such as objection handling. The "Service Specification" requires the recording, archiving and preservation of relevant documents in the mediation process, so that the mediation work can be ruled and documented, thus ensuring the objective, fair, orderly and efficient mediation work of the third party.
On December 7, 2013, Mr. Luo drove on the highway and suddenly found that the oil indicator light was on, and two abnormal sounds were heard. Then the engine was turned off. After the emergency stop, the engine casing was broken and the oil was dripping from the crack. drop. The owner directly towed the car to the 4S shop for repair. The 4S shop did not perform the maintenance according to the owner's time, which was considered to be caused by improper maintenance. The owner of the car thinks it is a product quality problem. At that time, the two sides had been arguing, and the owner had invited more than 100 people to sit in the 4S shop, and the 4S shop was forced to file a mediation application. The mediation center immediately sent a master engine research and development expert from the main engine factory to consult and mediate. After on-site inspection of the vehicle, the two sides are asked about the vehicle fault occurrence process and disposal method, and the maintenance record of the vehicle is checked. The expert gives the consultation result: the human factor is basically excluded, and the engine body is determined to be faulty. Through careful explanation of the internal structure and working principle of the engine by the experts, the parties to the dispute finally accepted the conclusions of the experts.
One day at the end of the year, after Mr. Zhong cleaned the car, he would stop at the roadside (the engine was turned off and the vehicle's power switch was turned off). The car washer wiped the vehicle. No other people approached the vehicle during the cleaning process. About 2 minutes later, Mr. Zhong opened the door and was ready to leave. He found that the right side of the main driver's seat and the middle armrest box were on fire. After extinguishing with a fire extinguisher, it was found that the main driving seat and the sub-meter area were burned. The owner said that he never smoked and never carried flammable or explosive materials on the vehicle. The vehicle was not loaned to others and was not retrofitted. The owner can't understand why it is spontaneously burning? Where is the loss caused by spontaneous combustion? 4S shop also wants to know the cause of the fire, is it artificial in the process of use, or product quality problems? After receiving this complaint, the mediation center selected an expert who had a thorough study on the circuit and oil circuit in the expert database to come to the scene, and checked the vehicle together with the owner, the technician of the manufacturer, the repairman of the 4S shop, and the staff of the mediation center. In the case, the cause of the fire was investigated one by one, and finally the metal head of the lighter was found in the middle of a pile of ashes. After discussion and research, the experts gave the conclusion that the electric seat was crushed and caused a fire accident when the electric seat was automatically adjusted. Finally, the owner of the car also accepted the conclusion of the expert and volunteered to take responsibility for the repair of the vehicle.
It is reported that up to now, Hubei Auto Three Guarantees Third Party Mediation Center has accepted more than 260 applications for consultation and mediation. Among them, there were more than 40 telephone consultations, more than 180 telephone mediations, 5 on-site mediations, and 12,365 complaints, transfer orders and petitions from the Provincial Quality Supervision Bureau.
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