【Consumer Service Report I help if you have difficulties】
Consumer: Customer service said it was unable to provide warranty repair services
Ms. Zhou of Henan told the consumer insurance complaint platform that she purchased a Philips electric toothbrush at the official flagship store of Taobao Philips. At that time, this toothbrush was advertised to be washable and waterproof, and as a result, Ms. Zhou used less than half a year to enter the water and damage it. After that, Ms. Zhou approached Philips customer service and asked for warranty repairs, but was refused. What's going on here?
During the Double Eleven period in 2021, Ms. Zhou spent 435 yuan on the official flagship store of Philips on Taobao to buy a Philips HX 6853 electric toothbrush. Ms. Zhou told the special search reporter that at that time, special attention was paid to the function of this toothbrush, which not only supports full body washing but also waterproof.
But in less than half a year, the toothbrush was damaged by the water. Since it was still in the warranty period, Ms. Zhou then contacted Philips' official customer service, and the customer service said that it was due to man-made damage to the water ingress, so it was not warranted.
For the reply of customer service, Ms. Zhou said that she could not understand. Ms. Zhou believes that the toothbrush itself as a daily use product is in a humid environment, and the product also supports washing and waterproofing. Ms. Zhou felt that the product did not fulfill its promotional function, so philips should bear the responsibility of free warranty maintenance.
After that, Ms. Zhou contacted Philips customer service again to solve the problem, but no one has contacted her so far.
In order to verify the situation, the special search reporter also contacted Philips' official customer service. The staff said that the situation reflected by the reporter will be reported, and the follow-up will be replied to by a special person, and Ms. Zhou will be contacted as soon as possible. However, as of press time, the special search reporter has not received a relevant reply from Philips.
When consumers encounter a situation where they do not repair during the warranty period, how should they respond? The special search reporter also interviewed Wang Yan, a lawyer at Beijing Jilai (Shenzhen) Law Firm.
Lawyer Wang Yan believes that in general, if the product fails during the warranty period, the manufacturer has the obligation to repair. If the manufacturer believes that the consumer is at fault for the damage to the product, it should prove it. It is recommended that consumers use invoices and other shopping vouchers to go to the manufacturer's offline maintenance point for testing. If the manufacturer insists on not maintaining, the consumer may request the manufacturer to issue a professional written appraisal report, otherwise, it is recommended that the consumer can complain to the consumer rights protection association and the administrative authority.
(Note: The deadline for this article is March 14, 2022, due to the appropriate delay in the review process)