"After the complaint, the customer service said that the material arrived within this week."
Recently, Mr. Fang, who lives in Changzhou, Jiangsu Province, reflected to the special search reporter through the consumer insurance platform that his Meizu mobile phone has been sent to the meizu mobile phone official maintenance store for nearly two months during the warranty period, during which many telephone inquiries have been made, and the customer service has continued to wait for Mr. Fang on the grounds of material shortage, and suggested that Mr. Fang add money to replace the old with a new one or cancel the maintenance order. What's going on?
In December last year, Mr. Fang spent 3500 yuan on the Tmall platform to buy a Meizu 17 mobile phone, with a free warranty of one year. In October this year, Mr. Fang's mobile phone had a black screen condition and could not be turned on, so he sent it to meizu's official maintenance store for maintenance on October 19. The maintenance personnel told that the motherboard of the mobile phone was burned and the motherboard needed to be replaced, but due to the shortage of materials on the current motherboard, it was not sure when it could be repaired, and Mr. Fang needed to wait patiently.
I didn't expect this wait, it was two months. During this period, Mr. Fang called meizu customer service many times to ask when the mobile phone will be repaired? The customer service replied that the material was insufficient every time, and could not give the accurate time. On December 13, Mr. Fang called Meizu customer service again, and the customer service still replied that the material was insufficient, and suggested that Mr. Fang add money to replace the old with a new one, or cancel the repair order. Mr. Fang was very angry, so he complained to Meizu on the consumer insurance platform. After the complaint, Meizu's customer service contacted Mr. Fang and said that this week will expedite the material order.
In response to the situation encountered by Mr. Fang, on December 14, the special search reporter contacted Meizu customer service. Customer service said that in the case of sufficient materials, including mailing time, it is generally repaired in about a week. However, due to the current long lead times and shortage of materials, they do not know when they will be able to arrive. Now customers can only wait patiently, if there is a need to replace the new machine, they can feedback to the superior leadership to deal with. When the reporter asked whether it was free to replace the new machine or need to charge another fee, the customer service replied that the replacement needed to add money. Immediately after, the customer service said that he saw a new record today, this week's materials can arrive, is expected to arrange maintenance next week, and today has contacted the customer, the customer knows and accepts the situation.
After ending the call with Meizu customer service, the special search reporter contacted Mr. Fang again, and Mr. Fang said that he had just called the customer service to tell him that the materials would arrive this week and be repaired next week. Just after the complaint, the shortage of materials for two months can arrive, is this really a coincidence? When consumers encounter this situation, how should they protect their rights and interests? The reporter also interviewed Chen Huayi, a lawyer at Guangdong Xiye Law Firm.
Chen Huayi lawyer believes that after the consumer purchases the product, the establishment is not only a sales contract, the attached warranty service is also part of the contract, when encountering problems that require after-sales maintenance services, you have to look at the specific details of the warranty agreement, if there is no specific agreement in the warranty agreement, you can refer to the maintenance regulations in the industry, the general maintenance period will have a reasonable period according to the characteristics of the product, unless the contract counterparty is a force majeure factor or the two parties reach an agreement. Generally, it is necessary to do a good job in maintenance services within a reasonable period of time, otherwise it may form a breach of contract and need to bear the liability for breach of contract. In this case, when the consumer encounters such a reason for delaying time, he should take corresponding measures in a timely manner, not indulge his delay, and carry out internal complaints about the manufacturer and consumer rights protection complaints to promote a better solution.
(Note: The deadline for this report is December 14, 2021, due to the appropriate delay in the review process)