Auto gripes top consumer complaints list
Automobile-related problems have topped the complaints list at the Office of the Consumer Protection Board (OCPB) for nearly two years now.
Last year, the OCPB received 2,000 complaints – 877 about motor vehicles.
These automobile-related issues exceeded the number of complaints about real-estate units for the first time. Common problems reported were automobile defects, dealers’ failure to provide freebies stated in promotional promises, and unclear lease-purchase contracts.
This year, automobiles look set to top the OCPB complaint database again.From October 1 last year to July 31 this year, the number of gripes involving motor vehicles has already reached 682.
OCPB secretary-general Jirachai Moontongroy yesterday explained that auto-makers would be asked to examine the vehicles reported as having problems and to provide repairs/parts replacements where necessary.
“In this case, the warranty period must be extended too,” he said.
Jirachai said in cases where complainants and auto-makers could not reach a satisfactory agreement through negotiations, his office contacted the Thailand Automotive Institute for help in examining the problematic vehicles.“Experts can determine whether the reported problems arise from any manufacturing error,” he said.
Jirachai said that where manufacturing error is the base for complaint, auto-makers will have to provide repair, part replacement or the replacement of the whole vehicle, or buy back the problematic vehicle.
Jirachai said most complaints lodged with the OCPB could be solved via mediation.
Itthaboon Onwongsa of the Foundation for Consumers said the complaints about automobiles were lodged because consumers spent quite a lot of money on their vehicles.
“Consumers usually contact auto-makers or government agencies first when they notice problems in their vehicles,” he said, “But when they feel they wait for too long for a response, they will turn to us”. He said if the consumers waited too long for a response from auto-makers or dealers, the one-year warranty period for new vehicles might expire.
He advised consumers to consider a mediation process quickly because it would help avoid any statute of limitations regarding their vehicle case. According to Itthaboon, the foundation received 93 complaints about automobiles between 2010 and 2013.
