Recently, some media reports and black cat complaints, there are a number of users feedback that the millet desk lamp they purchased after the warranty period is broken, contact Xiaomi customer service, millet but declared that "over-guarantee is not repaired", can only "out of warranty replacement, add money for new", causing users to be dissatisfied.
Do not support out-of-warranty maintenance, broken can only add money for new?
In the black cat complaint, there are a number of user feedback, its purchase of millet desk lamp after a period of use, there are "always flashing", "can not connect to the mi home" and other issues, the user and millet customer service communication, but because it has passed a one-year warranty period, customer service response product does not support out-of-warranty maintenance, can only "old for new", one of the user feedback, customer service told him that he needs to add freight on the basis of the original lamp 20% off the price can be "old for new", and the user said that he can accept out-of-warranty maintenance payment, but can not accept "mandatory." "Trade-in solution.
Solutions provided by Xiaomi customer service
The reporter inquired about the official website of Xiaomi, the user reflected that this desk lamp is Xiaomi Mijia intelligent desk lamp 1S, on the official website of Xiaomi, this product is priced at 149 yuan, and the official promotion has functions such as "national standard A-level reading and writing desk lamp lighting standard", "Ra90 high color rendering index", "support for Xiao Ai classmates and Siri voice control and other functions", "achieve 25,000 hours of service life" and so on.
Not to mention whether the product has reached 25,000 hours that is, the past three years of working time, its uninsured way of not providing maintenance has caused dissatisfaction among many users, E Xia consulted Xiaomi's official customer service, customer service said that Xiaomi's desk lamp-related products can provide replacement services during the warranty period, but for products that have passed the warranty period, Xiaomi does not provide maintenance services. That is to say, if the product breaks down after the one-year warranty period has expired, the user can only buy back the new one at a high price, or can only choose to throw it away.
In fact, do not support out-of-warranty maintenance is not only this product, previously, there are user feedback Xiaomi printers, millet boxes do not support out-of-warranty maintenance, electronic products are not only millet this brand has this move, like Logitech keyboard, mouse, FIBIT bracelet and other products have also been reported by users have similar operations.
E-waste is increasing year by year, how can such waste be feasible?
With the development of science and technology, a variety of small household appliances or electronic products mushrooming in an endless stream, this product is often not expensive, users are easy to impulsively place orders, in the warranty period, manufacturers often provide good service, if there is a failure, manufacturers can often provide maintenance, replacement machines and even refund full payment services for the first time, which also makes many users feel that the after-sales service is very humane, but why no longer provide services outside the warranty period?
Some enterprises said that there are several reasons for no longer providing services outside the warranty period, one is that some enterprises have not set up corresponding maintenance departments or services for some electronic products, so the problems in the warranty period are generally provided with "replacement repair", in addition, the uninsured maintenance may have to go back and forth express + maintenance master + testing, which is a time-consuming and laborious thing, which not only increases the cost of the enterprise, but also causes customer complaints if the product appears again after maintenance.
However, in response to the relevant complaints about the non-repair of the bail, some legal sources said that such practices are suspected of infringing on the rights and interests of consumers, and if consumers fail to negotiate with the merchants, they can choose to complain to the consumer association, of course, they can also protect their rights through litigation. However, for most people, the rights protection process is often time-consuming and laborious, and it is not worth expending a lot of energy on an inexpensive item, and many people will not be able to do it.
In addition, such practices of enterprises will undoubtedly cause a waste of resources, users often use the way of discarding electronic products in their hands, which will produce more electronic waste, electronic waste is also known as "electronic waste", waste electrical and electronic equipment (WEEE) forum estimates that the total amount of global waste electronic and electrical equipment (WEEE) in 2021 is estimated to reach 57.4 million tons, according to the United Nations released the "2020 Global Electronic Waste Monitoring Report", Since 2014, the total global generation of e-waste has been growing year by year, and is expected to increase to 74.7 million tons by 2030, and the recycling rate of these 2 million tons of e-waste per year is even less than 20%.
Electronic waste often contains a lot of metal inside, the shell is also mostly made of plastic, iron, steel, aluminum, etc., if it can be effectively recycled, a variety of resources can be reused. However, if the electronic waste is not handled properly, it will also cause pollution to the environment and even endanger human health. Researchers believe that the reason for the continuous annual growth of global e-waste is attributed to higher electronics consumption rates, shorter product life cycles and limited repairs.
From the enterprise side, if you can improve the durability of the product, provide more convenient maintenance, perhaps can make the product more sustainable use, and like the Millet table lamp, Logitech keyboard, fitbit bracelet, etc. to take the "out of warranty" approach, although it can reduce the relevant costs of the enterprise, but whether from the perspective of consumer experience, or from the perspective of green environmental protection and energy-saving development, this move is not appropriate.