Mr. Wang called the hotline to 96566 and said that he bought an iPhone13 mobile phone in Chen Chen Electronics in Jiaozhou Baolong Square, and after 4 days of use, there was a problem, and he was surprised by the attitude of the merchant who wanted to quit the machine.
Mr. Wang: I bought an Apple 13 mobile phone on December 13th at Chen Chen Electronics. It took almost 4 days, on the morning of the 17th, when I was on the phone, others couldn't hear me, and I could hear the other person talking. I asked Chen Chen what was going on, and they said that there might be a problem with the microphone.
Mr. Wang bought an iPhone13 on December 13 at a mobile phone store called Chen Chen Electronics in Baolong Plaza, Jiaozhou, and did not expect to have just bought it for 4 days and malfunctioned.
Mr. Wang: This is not to go to Qingdao MixC this after-sales, people tested, it is indeed a quality problem. I said that there was a problem with the microphone at the base, and then gave me a test report and asked me to come back to the merchant to return the goods.
Qingdao MixC Apple after-sales for Mr. Wang's mobile phone identification, the results are indeed quality problems, and issued a test report.
Mr. Wang: At the beginning, I was just asked to find after-sales repairs, I just bought a new mobile phone, it took only four days, I asked to change the machine. The seller inquired about the after-sales, he said that he could return to the factory for one to two weeks, and then give me a change of official machine. I couldn't accept the official change, and later I didn't need him to change it, so I asked him to give me a refund. He doesn't back down either.
Reporter: Have you ever contacted Apple's official after-sales side, do they have a return service?
Mr. Wang: Yes, I have called Apple after sales. People clearly told me that if there is a quality problem within seven days, I can return the goods for free, or repair them; For more than 15 days, only exchanges or repairs can be made. I only used this for four days to have a problem, I can definitely return the goods. Chen Chen Electronics may not be Apple's direct store, so Apple may not be able to control him.
Apple told Mr. Wang after the sale that he could return the goods, but Chen Chen Electronics, as the seller, did not agree to return the goods. Mr. Wang said that because Chen Chen Electronics is not a direct apple store, apple officials have no way to supervise. Is this the case? Mr. Wang contacted Apple's official after-sales service.
Apple's official after-sales: It seems to have been purchased in a third party, but he does not deal with your return and exchange problem, right? Generally speaking, such a mr. China three guarantees stipulate that in the 7 days of your equipment purchase, there are defects in quality or process, and it is possible to return mr.
Mr. Wang: What should I do if the merchant does not give me a refund now?
Apple's official after-sales: Why did he not give you a refund?
Mr. Wang: He said he couldn't retreat.
Apple's official after-sales: Is there really a quality problem with this device?
Mr. Wang: I went to the after-sales test, there are test reports, this test report says, the audio test did not pass, the test did not pass after cleaning, the dip test strip was not triggered, the appearance condition is normal, this is the quality problem, right?
Apple's official after-sales: Yes, this mobile phone that was bought is equivalent to a quality problem, and this side is definitely looking for them to apply for a refund. They don't deal with you, do they?
Mr. Wang: Right.
Apple's official after-sales: In fact, sir, I suggest that you can take some ways to protect your rights and interests, in fact, you enjoy this right, it is reasonable to say that you should take this path normally.
Apple's official after-sales clear reply, there is a quality problem, consumers can choose to return within 7 days. What does Chen Chen Electronics say about this? The reporter and Mr. Wang came to Chen Chen Electronics together.
Chen Chen Electronics staff: When I bought this mobile phone, I told him that there might be problems and asked him not to buy this. Do you know there is a problem with this phone?
Reporter: Did you tell me when I bought it that there was a problem with this mobile phone?
Mr. Wang: She said so, I don't recommend you buy 13, I suggest you buy 12. 13 After-sales is more.
Chen Chen Electronics Staff: I told him, I said that if this mobile phone has after-sales, we can't solve it. I said I would give him two solutions, either I would help him find Apple aftermarket, or he would find Apple Aftermarket himself. Anyway, we can only find after-sales, because we can't interfere with Apple's after-sales. Now Apple's after-sales solution is that the first is to give him a new machine, and the second is to give him a normal warranty.
Reporter: Is it a new machine?
Chen Chen Electronics Staff: New official replacement machine.
Reporter: Mr. Wang is now going to return his mobile phone, you as a seller should be able to handle it, right?
Chen Chen Electronics Staff: I think that if I didn't tell him at the beginning that there was a problem with this mobile phone, there might be such a problem, and I suggested that he didn't buy it. That may not make sense on our side, but I have told him in advance, it is he who bought it at the suggestion of his friend, there is a problem, and now he wants to come to me.
Reporter: How can you tell consumers that if there is a problem, you can't be responsible, so how can you still sell this mobile phone?
Chen Chen Electronics staff: Then he could choose not to buy from me at that time, because I had already told him that if there was a problem, we couldn't solve it, and we had to go to the after-sales service. He can buy it instead of us, but go to a place where he can solve the after-sales service, and since he bought it, it means that he agrees with this.
The staff of Chen Chen Electronics said that when they sold Mr. Wang's mobile phone, they had already informed that this iPhone13 mobile phone might have problems and was not recommended to buy, so they had no obligation to be responsible for after-sales.
Chen Chen Electronics Staff: We just said that there may be problems, and then there are indeed problems, there are surveillance and video recordings. We also called 400, Apple's official customer service official standards say that this does not belong, accessory problems, performance problems, this has a recording, we have all the evidence of the whole process.
Subsequently, Chen Chen Electronics provided a record of the call with Apple's customer service hotline.
Apple's official after-sales: Yes, about what you just asked, the microphone problem is not a quality problem, can it be returned or exchanged. It is such a lady, because after all, this is Apple's online technical customer service, we have no way to help you do fault diagnosis online, and there is no way to tell you whether there is a quality problem on the hardware, so you may need to go to the store to repair it.
Chen Chen Electronics Staff: So if the microphone is broken, is it a performance failure?
Apple's official after-sales: Performance, may mention performance in terms of software. In this case, as you said, this problem may exist on the hardware, not caused by your own settings.
Chen Chen Electronics' explanation is indeed a bit shocking, as long as it tells consumers that there may be problems, they can't be responsible for after-sales, can this really be exempted? Compliant? Can mr. Wang's proposed withdrawal be realized? The reporter found the market supervision department to understand the situation.
Sanlihe Market Supervision Office Staff: We are also discussing this matter today. My personal opinion is also debatable: you cannot cancel the after-sales service by telling you. The country has a three-pack law for mobile phones, there is after-sales service, can not say that it is expected that this mobile phone may be broken, you bought I am not responsible. Broken through the normal channels, should be repaired, should be replaced, or should be returned, there are three guarantees.
When the dealer appears in the sales behavior, does it need to assume its own after-sales responsibility?
Sanlihe Market Supervision Institute Staff: We believe that they should have their own distribution responsibilities, since they sell, the three-package method is for dealers. We will also verify, the detected problems, is not a host failure, the national regulations have an appendix three, is the host failure, within seven days can choose to return and replace, if not the host failure, may only be replaced or repaired, this we have to implement this specific situation.
The staff of the Sanlihe Market Supervision Institute said that in response to this complaint, mediation will be carried out according to the complaint and report handling methods, and if the two sides do not reach an agreement, the market supervision department will terminate the mediation, and Mr. Wang can also solve this problem through legal proceedings and other means. If the dealer violates the relevant regulations, penalties will be imposed in accordance with the relevant laws.
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