电商卖车不能仅靠缝缝补补

Core Viewpoint - The automotive industry is facing challenges in the transition to online car sales, highlighted by customer complaints regarding service quality and transparency in the recent launch of the "National Good Car" Aion UT super by JD, GAC Group, and CATL [1][3]. Group 1: Customer Complaints and Response - Customers raised three main issues: unprofessional sales staff unable to accurately respond to inquiries, unclear rental electric vehicle terms with mileage limits, and restrictions on invoice issuance locations affecting subsidy eligibility [4]. - In response, the companies held a face-to-face meeting with customers and introduced four service upgrades, including a service package worth 2,600 yuan, a mileage increment package, broader invoice issuance, and improved return policies [4]. Group 2: Historical Context of Online Car Sales - Previous attempts at online car sales by major companies faced challenges due to consumer preference for in-person experiences and issues with transparency and service quality, leading to failures in initiatives like Yiche Mall and SAIC's Chexiang [3]. - The recent marketing efforts by JD and partners initially generated excitement but were quickly overshadowed by delivery-related complaints, indicating ongoing difficulties in the online car sales model [3]. Group 3: Emerging Consumer Issues - New consumer pitfalls in the automotive sector include the mixing of battery suppliers in electric vehicles, leading to inconsistencies in product quality without clear communication to buyers [6]. - Marketing exaggerations regarding advanced driving features have also misled consumers, creating a gap between expectations and actual vehicle capabilities [7]. Group 4: Consumer Rights and Legal Framework - Consumers are encouraged to be vigilant about their rights when purchasing vehicles online, as the complexity of automotive products and the sales process can lead to misunderstandings and potential exploitation [12]. - Legal protections exist under consumer rights laws, allowing consumers to seek recourse for false advertising and unfair contract terms, although the unique nature of automotive sales complicates the application of standard return policies [13][14].