It is normal for consumers to buy home appliances for five or six years. However, now the electrical appliances are updated very quickly, when purchased is still the latest model, but when there is a failure to repair, it is found that this model has long been discontinued, who is responsible for maintenance, whether there are parts to repair has become a problem that plagues consumers.
PART 1
Xiaomi refused to provide after-sales service, and "rice noodles" were chilled
Recently, consumer electronics magazine received a report from netizens that Xiaomi refused to provide after-sales service on the grounds that "the product has been discontinued for more than 5 years and exceeded the specified period of three guarantees".
Netizen Mr. Xie found that the Xiaomi TV at home was malfunctioning, so he consulted xiaomi customer service to apply for repairs. Xiaomi customer service replied that since the Xiaomi TV 3 purchased by Mr. Xie was discontinued in July 2016, the production has been stopped for more than five years, the maintenance materials have exceeded the statutory supply period, and the manufacturer has stopped the production of related materials and no longer supplies the spare parts required for after-sales service. Xiaomi can no longer provide after-sales service.
Mr. Xie disagrees, arguing that no matter how many years the TV is discontinued, Xiaomi cannot fail to provide services for any reason. And there is no door-to-door maintenance, how to know where the TV is wrong, how can you determine that there are no spare parts to repair? This rough treatment of insisting that he could not provide after-sales service made him feel chilled.
Afterwards, Mr. Xie, who was forced to be helpless, found a maintenance master to fix the TV, and according to the maintenance master, the TV failure was only a small problem. Mr. Xie said that he is a senior "rice noodle" and has purchased a lot of millet products at home, but after this incident, he is very disappointed in Xiaomi's after-sales service attitude.
PART 2
Beyond the three-pack deadline, how do major brands respond
Article 7 of the Provisions on the Three Guarantees of Household Electrical Appliances stipulates that producers shall perform the following obligations:
Provide repair technical information, qualified repair parts to the sellers and repairers responsible for repairs, be responsible for training, and provide repair costs. Guarantee that spare parts that meet technical requirements will continue to be provided within 5 years after product discontinuation; properly handle direct or indirect inquiries from consumers and provide services.
The three-guarantee regulations specify that producers must ensure that spare parts that meet technical requirements continue to be provided within 5 years after the product is discontinued. According to the regulations, Mr. Xie's Xiaomi TV has been discontinued for more than 5 years, and Xiaomi can not provide spare parts that meet the technical requirements. However, whether Xiaomi should continue to provide after-sales service is debatable.
Because Xiaomi refused to be interviewed, the reporter called the Xiaomi customer service telephone to understand the relevant situation, Xiaomi customer service said that if the product exceeds the three-pack period, Xiaomi will not be able to provide after-sales service, please consumers find their own surrounding maintenance outlets for repair.
Next, the reporter called the customer service telephones of Haier, Samsung and Hisense respectively to consult whether they can provide after-sales service for TVs that have been suspended for 5 years and exceed the three-pack period, and the customer service of the three brands has said that they can provide after-sales service, but because of the insurance, there may be maintenance personnel on-site fees, maintenance fees, parts costs and other costs.
After the household appliances exceed the scope of the three guarantees and the number of years, should the enterprise still provide after-sales service? How should after-sales service be provided? This is a question worth thinking about in the industry.
PART 3
After-sales service quality is the lifeline of enterprise development
There are more than one case of maintenance disputes after the suspension of production of old home appliances, and the Guangdong Provincial Consumer Council believes that in today's market is saturated enough and competition is becoming increasingly fierce, good after-sales service has become one of the core competitiveness of enterprises and industry development, directly affecting enterprise operations and industry development. All relevant enterprises should pay attention to the quality of after-sales service, strive to improve the quality of after-sales service, and win the recognition and trust of consumers, so as to obtain the most fundamental support for long-term development.
As of press time, according to the data of the consumer insurance platform, there were 4058 cases of complaints related to the Xiaomi brand, of which 3460 complaints had been completed, and the complaint resolution rate was 85.3%. Haier brand-related complaints 895 cases, of which 724 complaints have been completed, and the complaint resolution rate is 80.9%. Samsung brand-related complaints 403 cases, of which 342 cases have been completed, the complaint resolution rate of 84.9%. There were 216 cases of hisense brand-related complaints, of which 114 complaints were completed, and the complaint resolution rate was 52.8%.
In terms of after-sales service, under the premise of complying with national regulations, major enterprises should also think about more humane problem solving while standardizing the process and professionalizing the quality. Every little thing for a business is a big thing that affects the lives of consumers. Enterprises should think in a different position, stand in the perspective of consumers to help them solve problems, a brand with quality and temperature can truly win the trust and love of consumers.
If you have any consumption problems, you can complain about consumer insurance