Geely after-sales dismantling employees' private car parts emergency rescue: 48-hour emergency repair sparks industry discussion

Geely after-sales dismantling employees' private car parts emergency rescue: 48-hour emergency repair sparks industry discussion

Recently, a news about Geely dismantling employees' private car parts for emergency repairs after-sales service has sparked heated discussions on social media. The incident occurred in a Geely 4S store. Because the customer's vehicle urgently needed specific accessories but insufficient inventory, the after-sales team temporarily dismantled a employee's parts for emergency response in order to fulfill the 48-hour maintenance commitment. This approach has quickly become a hot topic in the past 10 days. Some people like its service spirit and some people question management loopholes. The following is the event sorting and industry data analysis.

1. Event background and public opinion enthusiasm

According to data from the network monitoring platform, the number of views of this topic on Weibo, Douyin and other platforms has exceeded 50 million, and the related discussions are mainly focused on the following angles:

2. Comparison of after-sales response time in the automotive industry

The "48-hour maintenance commitment" mentioned in the incident has attracted attention to industry standards. Comparing the official after-sales policies of mainstream car companies:

3. In-depth analysis of the current status of the supply chain

According to data from the China Automobile Dealers Association, the supply efficiency of automobile parts in the third quarter of 2023 shows the following characteristics:

It is worth noting that the electronic components supply cycle of new energy vehicles has been extended by 37% compared with traditional fuel vehicles, which may explain why 4S stores face the dilemma of shortage of accessories during the incident.

4. Expert views and industry inspiration

Professor Zhang from the Institute of Automobile Industry of Tsinghua University pointed out: "This incident reflects three deep problems: first, the contradiction between car companies' excessive marketing service commitments and actual supply chain capabilities; second, dealer inventory management lacks elastic mechanisms; finally, the employee rights protection system needs to be improved."

Li Min, an analyst at the automotive industry, suggested establishing a hierarchical response mechanism: "General maintenance and emergency services should be distinguished, which can charge reasonable expedited fees to balance costs. At the same time, car companies are advised to improve in the following aspects:"

5. Consumer attitude survey

A survey conducted by a 10,000-person survey conducted by a car vertical platform shows that consumers' views on similar emergency measures are diversified:

Geely has responded: "This case reflects the responsibility of the service team, but the company will systematically optimize the accessories supply system and plan to achieve a national accessories 24-hour fast coverage rate of 90% by 2024." The subsequent development of the incident will continue to be paid attention to.