Pictured: Xiaomi table lamp is not repaired Source/Interviewee provided
Table lamp, how did it become a "disposable commodity"? Recently, Ms. Wang, a citizen, reported to this newspaper that a Xiaomi desk lamp in her home was broken, and Xiaomi officially said: No maintenance is provided outside the guarantee! "Xiaomi means that if it is broken, you can only buy new ones. Is it reasonable that electrical appliances are only produced and do not provide maintenance services? ”
Oversured and not repaired
Ms. Wang told reporters that the shape of the millet table lamp is simple and generous, so she bought one. Recently, the table lamp was broken. "It took two or three years, it's been good, and somehow it broke." Because Ms. Wang's children had to use a desk lamp to do their homework and read books, she hurried to find out where to repair. Who knows, Ms. Wang called xiaomi's official hotline to ask where there are maintenance points, and the staff replied: This lamp is not repaired!
Ms. Wang was dumbfounded. The lamp looks still very new, do not repair, is it directly thrown away?
She talked to a friend about it. A friend said that she had encountered the same thing and finally had to throw away the lamp.
Ms. Wang questioned: Advocating thrift and thrift and resisting extravagance and waste are not only social customs, but also the call of the state. "Xiaomi only produces and sells, does not provide uninsured maintenance, lacks corporate responsibility and responsibility; it is even more disguised to encourage consumers to throw it away when it is broken, which promotes waste and also causes waste of resources."
Double standard policy
The reporter inquired on the official website of Xiaomi that the lamp purchased by Ms. Wang was consistent with the appearance of the "Mijia Table Lamp 1S", and the price was 179 yuan.
The reporter dialed the xiaomi official hotline 4001005678, and the receiver confirmed that the model desk lamp was "not repaired out of warranty", and said: "The after-sales policy is so!" ”
The other party explained that this lamp is a 1-year warranty. If a quality problem occurs within 1 year, the store provides a replacement service, that is, a free replacement; if the insurance is issued, there is no maintenance service, only "paid discount replacement". What is a "paid discounted replacement"? According to the price purchased by the previous user, 20% discount, plus labor costs of 5 yuan, freight of more than 10 yuan, "discount replacement". The other party admitted that the price of the second purchase is actually almost the price of re-purchasing a new table lamp.
The reporter is curious, is there any special process for this Millet table lamp, so it cannot be repaired? The other party said that "the after-sales policy is so" and did not continue to explain.
The reporter's investigation found that Xiaomi's after-sales policies for several table lamps sold are also different. The staff said that the current official website sells 7 types of table lamps, of which 99 yuan of "Mijia smart desk lamp Lite" and 129 yuan of "Mijia intelligent charging desk lamp" these two are to provide out-of-warranty maintenance.
Netizens complained
The reporter saw on forums such as Baidu Tieba that the provisions on the non-repair of Xiaomi table lamps have been for many years, and consumers have complained a lot.
As early as 2018, there were netizens who consulted Xiaomi's official flagship store, and the store replied that "this product is repaired instead of maintenance" and "there is no after-sales service beyond the warranty period".
More netizens questioned: "The dozens of table lamps I bought on the street do not have the problem that you are bad as soon as you reach the shelf life; there is no problem of not being able to find a repair point." "My desk lamp broke out after not using much for a year and three months, and the reel was broken." I was really speechless, the 7 yuan spotlight I bought on Taobao also told me that I would send a new one if it was broken for life. Garbage, never buy his family's crap again. "Mine is also a year and a half bad, after-sales said that there is no repair lamp, is this Xiaomi's marketing means?"
Many netizens summed it up like this: "Xiaomi table lamp is a disposable product, the guarantee is replaced by a new one, and the outside is thrown out." "Disposable products, broken can only buy new ones, anyway, I don't want to buy any xiaomi products in the future."
Infringement of rights and interests
Ding Chunyan, a lawyer at Shanghai Meigu Law Firm, believes that during the warranty period, there is no problem for the merchant to choose to "replace the repair", because this is the merchant's own choice to increase its own obligations, and it does not harm the rights and interests of consumers; but "no repair outside the guarantee" is suspected of overlord clauses, infringing on the rights and interests of consumers.
Whether it is a desk lamp or other home appliances, in addition to the warranty period, there is also a fair use period, the latter is usually much longer than the former. The practice of Xiaomi table lamp is tantamount to artificially shortening the reasonable use period to the warranty period, violating the legislative purpose and spirit of the Consumer Rights and Interests Protection Law, and also infringing on the consumer's right to choose and depriving the consumer of the right to repair. The Product Quality Law of the People's Republic of China stipulates that if the product does not have the performance that the product should have and is not explained in advance, the seller shall be responsible for repairing it.
According to the "Provisions on the Responsibility for Repair, Replacement and Return of Some Commodities", the producers who implement the three guarantees of goods should provide repair technical information, qualified repair accessories to the sellers and repairers responsible for repairs, be responsible for training, and provide repair costs. Guarantee the continued supply of spare parts that meet technical requirements for five years after product discontinuation. "The expiration of the warranty period of the three-pack product does not mean that the producer or seller has no maintenance obligation, and this obligation should be extended at least until five years after the product is discontinued." Lawyer Ding said that the table lamp is not included in the list of three guarantees of goods, but the "Provisions" also clearly "encourage sellers and producers to formulate three guarantees of implementation rules that are stricter than these provisions", and Lawyer Ding believes that the principle provisions should apply to millet products, and "millet should also have the responsibility of large enterprises and big brands".
In view of the Millet table lamp "out of warranty is not repaired", consumers and merchants can not negotiate, can choose to complain to the consumer association, of course, can also be through litigation to protect rights, but time-consuming and labor-intensive, can be used as a "last choice".
Reporter Chen Hao
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