Recently, the Consumer Protection Commission of Wenling City, Zhejiang Province, received a complaint from consumers, reflecting that its computer board failed during the warranty period, and contacted the merchant to repair it but was told that the model it purchased had been discontinued and could not provide warranty, so it sought help from the Wenling Consumer Protection Commission. After many times of communication and mediation, the problem was resolved.
With the continuous development of science and technology, the update frequency of home appliances is also getting faster and faster, and it is difficult for a product to maintain a long-term "survival rate" in the market.
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Obviously, it is a product marked with new models and new features, and it may only take half a year to become an old model. Even some models of products were discontinued in the year of production, and accessories were also stopped, and eventually such products were no longer "traced" in the market. Therefore, if there is a problem after the consumer purchases such products, even if the product is still under warranty, the company can provide warranty services, and may not be able to provide the corresponding accessories to repair. This also makes home appliances constantly have problems in repairing after-sales products.
According to the Law on the Protection of Consumer Rights and Interests, the Product Quality Law and relevant provisions, business operators are required to undertake warranty repairs, replacements, returns or other responsibilities in strict accordance with national regulations or agreements with consumers, and must not deliberately delay or unreasonably refuse.
In order to attract consumers to buy their products, some companies will often put forward the promise of "extended warranty period" or "lifelong maintenance" to enhance product competitiveness when advertising products. However, whether it is "extended warranty" or "lifelong maintenance", the premise is that there are accessories and corresponding technologies on the market that enterprises can repair and repair. If even the corresponding accessories of the product are stopped from production, then whether it is "extended warranty period" or "lifelong maintenance", it will become an empty word, a lie, and even a suspicion of deceiving consumers, suspected of violating the law.
Maintenance and after-sales is the responsibility that enterprises must fulfill in the process of production and operation, and it is also an important factor to highlight the service attitude of enterprises and enhance the competitiveness of products. If the "extended warranty period" and "lifelong maintenance" are regarded as a "small trick" to "tease" consumers, sooner or later they will be abandoned by consumers and the market. Therefore, enterprises should assume the responsibility to ensure that their products have sufficient accessories during the warranty period to provide maintenance services for consumers. It should also be noted that words such as "extended warranty period" or "lifelong maintenance" should be used cautiously when publicizing to avoid failing to fulfill commitments and infringing on the legitimate rights and interests of consumers.
Consumers play a twelve-point spirit when purchasing products, and are wary of words such as "lifelong maintenance". Usually, home appliances will only have a "three guarantees" warranty period ranging from 1 to 3 years, and the promise of "lifelong maintenance" often becomes an empty phrase in the absence of replaceable accessories. Consumers should carefully read the after-sales service commitment of the product when purchasing home appliances, and save the relevant vouchers. Relevant government departments and consumer protection commissions should also do a good job in supervision and management, provide timely assistance to consumers when they encounter problems such as maintenance difficulties, and safeguard the legitimate rights and interests of consumers.
(Consumption Daily)