Luxury Brand Urgent for After Sales Service Improvement

Facing arrogance luxury brand, owners hard to enjoy its luxury service before. According to automobile website statistics, validcomplaint against luxury brand is 379 last year, which takes 3% of the entire complaint. The figure has increased 23.45% over figure of the year before last year. There into, Beijing area luxury brand complaint has increased obviously. Complaint against car with more than 500 thousands price has hit the record high, which has increased half over year before last year.

Insider points out luxury brand complaint increase are contributed by high expectation of Chinese customer against luxury brand. Besides, after sales service quality is another factor influence luxury brand development in China.

As it known, luxury brand service has been widely denounced. At the beginning of this year, Aston Martin recall is an example. As a niche brand, annual production of Aston Martin is only 4 digits. It is rarely to have the widely recall, which finally will influence brand reputation.

JIANG Suhua, member of China Consumers Association and lawyer of Beijing Yingke Law Office tells that it is not surprise for luxury brand deficiency based on global automobile industry mode production. However, it reflects luxury brand quality and after sales service is not good enough.

Because of expansive price, owners now have a high expectation for luxury car service which causes growth complaint rate. “Super luxury brand development is not localization enough. Its development in China is relatively slow. It is easy for owners not satisfied by its service. Its long running arrogance attitude limits super luxury automobile development in China as well.” JIANG Suhua says.

According to Corni report, China will be the largest super luxury market in 2017. JIA Xinhua, automobile industry analyst, believes that with increasing market in China, but super luxury manufactures will be abandoned by more and more reasonable Chinese customers if they do not improve their service level.