Reporter | Zheng Xiaolin
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As the "hardest hit area" of home complaints, bathroom has always been a product that consumers "love and hate", and even the after-sales service of big-name bathrooms is also frequently not in place to solve problems.
The interface news reporter learned from multiple platforms on the network that many consumers reported that TOTO had problems such as poor product quality, after-sales delay and non-handling, and marketed consumers' purchase and use experience.
A consumer recently complained that the TOTO toilet he purchased at the TOTO Tmall official flagship store was personally opened by the installation master and found product quality problems such as toilet seat cushion crushing, toilet lid crushing, and water tank lid cracks, and consumers said that they had retained product fragmentation photos and official installation master recordings. However, the official flagship store of TOTO will not handle anything on the grounds that the delivery time has passed.
Courtesy of the consumer
According to the consumer, the TOTO products he received were packaged in simple cartons without any wooden strips and foam. As of January 20, TOTO officials have not replied.
Coincidentally, another consumer said that he purchased CW887EB toilet and TCF4901CS smart toilet lid in the TOTO flagship store of Jingdong Mall, and the logistics master opened the box and found that the outer packaging was not damaged, but the product inside the package was damaged. On the same day, the customer service was contacted to exchange the goods, but the customer service did not solve the problem on the grounds of verifying with the logistics.
In addition to product quality problems, many consumers on the network side also mentioned the poor after-sales service of TOTO.
The black cat complaint platform searched for 43 complaints that appeared in "TOTO after-sales".
TOTO is a well-known Japanese bathroom brand, founded in 1917. In 1995, TOTO established TOTO (Dongtao) Co., Ltd. in Shanghai, China, officially entered the Chinese market, and has been forming a "high-end product" positioning among consumers.
At present, TOTO has a number of branches in China, its bathroom products also appear in many corners of China, in addition to the Bird's Nest, the Water Cube and the National Centre for the Performing Arts and other national landmark buildings, IN MAJOR HOTELS CAN ALSO SEE TOTO BATHROOM FIGURE.
However, it is such a well-known big name that has recently received frequent consumer complaints.
Consumers complained that buying TOTO products was "broken out of the box". The image is taken from a complaint by a black cat
According to the review, among the many complaints about TOTO displayed on the black cat complaint platform, there are 43 complaints about after-sales service, including after-sales non-installation, after-sales attitude, store and official "kicking the ball", product problems are not handled, etc.
A consumer complained on the Internet that after buying the TOTO toilet, he experienced more than a month of rights protection: "After I bought the TOTO toilet during the double twenty years, there was a problem of loud noise and the toilet nozzle starting on its own, resulting in my inability to sleep at ease." ”
Consumers complained that after buying a TOTO toilet, they experienced more than a month of rights protection. The image is taken from a complaint by a black cat
Subsequently, after the consumer gave feedback to the merchant, the manufacturer, and the platform, there was prevarication and mutual kicking feedback: "The merchant said that it was normal for the toilet sprinkler to start on its own, but did not dare to give me a written reply; Taobao said that it was not binding on the merchant and could not be solved." At the same time, according to the interface reporter's inquiry, as of now, the black cat complaint on "the order is still processing status." This means that the consumer's complaint has not been dealt with so far.
It is reported that toTO's official flagship store officially announced a 3-year warranty service, but many consumers complained that when there was a quality problem in the toilet purchased on TOTO's official website, the official not only did not return and replace, but also did not sell after-sales because there was no TOTO after-sales maintenance point in the local area.
It can be seen that although TOTO positions China's high-end consumer market, from the perspective of product quality and after-sales service, there is no match for the same "high-end positioning". How to solve the after-sales problems of consumers is the most concerned problem for consumers to TOTO.