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Some home appliance after-sales repair services are not worry-free
Recently, consumer Ms. Du reported to a reporter from the Workers’ Daily that a certain brand of air conditioner at home stopped working shortly after it was turned on and remained in the "H5" fault state. She immediately contacted the brand's customer service, and the other party promised to send someone to check and repair on time the next day. However, the maintenance personnel arrived two hours later than the agreed time.
"The whole journey took less than 5 minutes. I didn't do any inspection of the air conditioner. I just heard me say'show H5' and asked for a replacement part of 900 yuan. After I refused, he had to leave and asked me to pay 50 yuan for the door-to-door fee. "Ms. Du believes that the brand is a well-known brand in China, and the corresponding quality should be guaranteed in terms of after-sales service.
Some consumers on a complaint platform also said that after the refrigerators they bought for about two years were not cooling, the after-sales staff came to the door many times and still failed to detect specific problems. Subsequently, the refrigerator was brought back to the factory for comprehensive testing. After more than 40 days, the consumer was told that it could not be repaired and needed to be replaced with a new one, and asked to pay 6,000 yuan in depreciation. The consumer expressed dissatisfaction, believing that the customer service and maintenance personnel were not proactive in solving the problem, and the refrigerator was still under the warranty period, so consumers should not be burdened with such a high cost. The reporter found that on this complaint platform, repeated repairs to no avail, customer inaction, unclear pricing, and arbitrary charges are common sources of complaints in the home appliance after-sales field. The complaints involve many home appliance brands in the market.
The results of an unannounced visit by the Service Quality Professional Committee of the Chinese Marketing Association show that, among 50 brands in 10 cities, only a few of the home appliance after-sales service can provide backup machines when consumers need them, and can fulfill their promises to provide timely door-to-door services in emergencies. The pass rate is only 16%. In terms of after-sales service quality and price regulation, home appliance manufacturers have also exposed many loopholes.
Some people in the industry believe that in the face of the chaos in the after-sales market for home appliances, brands need to strengthen their management awareness, focus on product development and after-sales services, and establish a full-process consumption security system for consumers. Consumers should also actively protect their rights and interests through formal channels.
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