"Repair can not be repaired, can not be returned, thousands of dollars of sweeping robot has become a decoration."
On the black cat complaint platform, a number of users complained that the Coworth Dibao N9+ sweeping robot failed to achieve automatic sweeping and dragging function, the merchant was suspected of false publicity, and even some consumers said that the sweeping robot also had design defects such as water leakage and easy to scratch the floor.
Why do intelligent sweeping robots that claim to be "able to free their hands" become idle items in consumers' homes? A number of consumers said that after several repairs, the Cobos Dibao N9+ sweeping robot was not only not repaired, but more and more problems, and at this time exceeded the return period.
In this regard, the lawyer said that consumers have the right to require operators to repair, replace or return products that do not meet the quality requirements after purchasing them, so as to safeguard their legitimate rights and interests, and recommend that consumers exercise their rights in a timely manner after discovering quality problems in products. If the large-scale products cannot achieve the function of merchant publicity, then the merchant may also be suspected of false publicity.
Users complained that the Coworth sweeper became artificially retarded, and it could not be repaired well and could not be returned
According to the black cat complaint information, some users reported that the Cobos Dibao N9+ sweeping and tractor machine they purchased gradually had problems within fifteen days of receiving the goods, and more and more problems after that. The problem is mainly concentrated in the frequent disconnection offline, but check the network is not a problem; often for no reason to start the operation, mopping the ground automatically after three or five minutes to stop, the machine did not return to the cleaning seat; the mopping process often can not identify the built map, often sweep to the map outside, to repeatedly restart the restoration settings, but also to rebuild the map, time-consuming and labor-consuming; the process of drawing can not sense each room, many times the map is incomplete, directly ignored to two rooms.
The user said that after explaining the reason to the store, the store's attitude was resolute - "will not return, or repair." ”
After searching for the keyword of Cobos Dibao N9+, the reporter found that the situation encountered by the above consumers was not an isolated case, and many consumers reported that various problems gradually appeared within two weeks after purchasing CoboS Dibao N9+ products.
According to the black cat complaint information, some consumers purchased a CoboS Dibao N9+ sweeping robot in 2021 "Double 11", and found that the sweeping robot could not return to the cleaning seat on the 14th of the same month. According to the user's description, he still faced the same problem after finding the seller for the first time and following the seller's described usage method.
"Because at that time, the double 11 buy discount was not returned, chose to repair, sent to the after-sales 2 times, were not repaired, or the same problem, after-sales told me that the hardware is no problem, is a software problem, can not be repaired."
Within three months of purchase, after repeated repairs failed, the user asked the seller to return the goods; but the seller said that the after-sales guarantee of "7 days no reason to return" could not apply for a refund. "Do not return to help me change a no problem product (also OK), the seller does not change, is now repair is not good, can not be replaced, only ask for a return refund, the experience is very poor." The user represents.
The reporter inquired about the product user evaluation of the Kworth Dibao N9 + sweeping and dragging machine on the major e-commerce platforms and found that a large number of users reported that after purchasing the product, the above related problems occurred one after another, and there were more and more problems, but they had exceeded the time limit for refund and could not apply for a refund. "Repair can not be repaired, can not be returned, thousands of dollars of robots have become a decoration."
Some users even reported, "Very, very troublesome." "Originally, it was bought for my parents, and I wanted my parents to free their hands, but the more they used it, the more angry they became."
The lawyer said that there were quality problems with the products, and the merchants or suspected false publicity
The official flagship store customer service of the platform told reporters that the Dibao N9+ series is equipped with [SMART EYE4.0] planning technology, which can automatically partition, designate area cleaning, and can also set the cleaning area order and different room custom cleaning modes.
The reporter asked the customer service of the official flagship store of Coworth on the problems mentioned by the above consumers, and the other party said that Dibao N9+ will not get lost, will not leak, and will not find a cleaning seat under normal circumstances.
Zhao Hu, a partner at Beijing Zhongwen Law Firm, analyzed to reporters that there are two situations in the problems described by the above users, one is that if a small number of users reflect that the product does not achieve the function of business promotion, then there may be quality problems in the products received by users; second, if large quantities of products cannot achieve the function of business promotion, then the business may be suspected of false publicity.
According to Article 24 of the Consumer Rights and Interests Protection Law, consumers have the right to request business operators to repair, replace or return products that do not meet the quality requirements after purchasing them, so as to safeguard their legitimate rights and interests.
Ma Danning, the lead lawyer of Zhongwen Law Firm, suggested that consumers should exercise their rights in a timely manner after discovering that there are quality problems in the products to avoid exceeding the return period; if there is a situation in which the consumer finds that the purchased products have major defects after a period of use and cannot be used, according to the provisions of Article 610 of the Civil Code: if the subject matter does not meet the quality requirements, the buyer can refuse to accept the subject matter or terminate the contract; the consumer may request to terminate the sales contract. Refund of payment.
In addition, lawyer Ma Danning said that if the operator refuses to repair, replace or return the goods, consumers can protect their rights and interests by complaining to the market supervision and management department, consumer association or by calling the 12345 citizen hotline, and can also sue the operator for using legal weapons to protect their legitimate rights and interests.
At the same time, Ma Danning further said that if the operator falsely publicizes the function and quality of the goods, then the operator's behavior has seriously infringed on the legitimate rights and interests of consumers.
Article 45 of the Law of the People's Republic of China on the Protection of The Rights and Interests of Consumers stipulates: "Where consumers have suffered damages to the lawful rights and interests of business operators who use false advertisements or other false publicity methods to provide goods or services, they may claim compensation from business operators." ”
The high complaint rate of sweeping robots has become a decoration, and improving the user experience has become the key
According to the official introduction of Cobos, Coworth Dibao N9+ is a sweeping and towing machine, listed in April 2021, priced at 3399 yuan. It can be said that after the listing of Dibao N9+ has become a hit in 2021, according to the data of an e-commerce platform, the current Dibao N9+ has sold more than 100,000 units.
A number of industry insiders told reporters that at present, the single-machine sweeping robot can only complete the function of sweeping and mopping the floor, while the functions of cleaning up garbage, replacing the mop, and cleaning the mop cannot be realized. The most fundamental reason for the popularity of Cobos Dibao N9+ is that Cobos claims that this product solves the pain points of users.
According to the white paper "China's Household Wiping Demand and Special Wiping Robot Technology Trends", 91% of the surveyors believe that it is necessary to wipe the floor after sweeping, and 70% of consumers have a strong demand for "sweeping" and "wiping" functions before purchasing sweeping and dragging integrated robot products.
According to the function, the sweeping robot can be divided into sweeping and dragging machine, sweeping machine and tractor. In fact, as early as 2020, the washing and dragging integrated sweeping robot has become the mainstream product in the market. According to data from the Prospective Industry Research Institute, among the sweeping robot products sold in 2020, the proportion of washing and dragging integrated products has reached 94%.
However, from the cases of many complainants and the evaluation of e-commerce platforms, it can be seen that the sweeping and washing integrated sweeping robot has not completely liberated the hands of consumers.
The reporter interviewed a number of consumers to get feedback: the sweeping robot is not practical, and it has become the technology product with the highest idle rate at home after buying it home. On the one hand, consumers did not do their homework before purchasing, and bought with a novel attitude, on the other hand, most of the sweeping robots on the market still cannot reasonably plan the cleaning route, or there are quality problems.
According to the "2021 Sweeping Robot Market Development White Paper" (hereinafter referred to as the "White Paper"), 820 of the survey samples have used sweeping robots, accounting for 50.9%, more than half. However, it is worth noting that for various reasons, 18.7% of consumers in the population who have been used are not currently using it.
From the market share of the entire sweeping robot, it can be seen that whether it is online or offline, the market share of Coworth has a certain advantage. But it is worth noting that the complaints about Cobos are also the most, and the reporter searched for "Coworth" as a keyword on the black cat complaint platform, with a total of 500 search results. The quality and design problems of Coworth sweeping robot products have been widely criticized by consumers, and some consumers have said that their design problems have led to the problem of scratching the floor.
Industry insiders said that Coworth, which has been named by the Consumer Association many times, should make more efforts to improve the user experience in the future. The white paper shows that in the current consumer-grade cleaning home appliances, the only sweeping robot with a higher degree of intelligence can be separated from people and free hands to work automatically in the true sense.