【Consumer Service Report I help if you have difficulties】
"Hisense: The final test is a set-top box problem"
Recently, Ms. Wu of Shandong reported on the consumer insurance platform that the Hisense TV she purchased had quality problems after two years of use, and suddenly could not be turned on. Contacted the maintenance master, the master's offer made it difficult for Ms. Wu to accept.
Ms. Wu told reporters that in March 2020, she spent 799 yuan on Taobao's Hisense TV flagship store to buy a HZ32E35A tv. However, in April this year, Ms. Wu suddenly found that the TV could not be turned on, and Ms. Wu immediately reported for repairs. Subsequently, the maintenance master communicated with Ms. Wu by phone, and the preliminary judgment may be that there may be a problem with the motherboard of the TV. The other party said that the replacement of the motherboard requires a maintenance cost of nearly 500 yuan, which makes Ms. Wu feel very unreasonable.
Ms. Wu told the special search reporter that she spent 799 yuan to buy this TV, but the maintenance cost was nearly 500 yuan, and it was impossible to judge whether it was the quality of the TV itself.
In order to understand the situation, the special search reporter called the consumer hotline of Hisense TV. The customer service said that it would contact Ms. Wu immediately, and the results would be communicated with the reporter for feedback.
The next day, the maintenance staff of Hisense TV contacted the special search reporter and said that they had conducted a problem investigation for Ms. Wu. In the end, it was not the TV that proved to be a problem, but the set-top box. For this statement of maintenance personnel, Ms. Wu also agreed that she is currently applying to the telecommunications department for the replacement of the set-top box.
Ms. Wu's doubts have been dispelled, but similar complaints still occur in daily life, especially when consumers question the basis for charging maintenance costs, how should they claim their rights? We also interviewed Ms. Wang Yan from Beijing Jilai (Shenzhen) Law Firm.
Lawyer Wang Yan believes that in general, if the warranty period of the goods has expired, then the merchant is no longer obliged to repair free of charge. For the maintenance price issue, it is recommended that consumers shop around and ask for prices for other repair points. If the goods are insured and the merchant refuses to repair them free of charge, it should produce evidence to prove that the problems with the goods are caused by improper use. Otherwise, consumers can complain to the relevant departments.
(Note: The deadline for this article is April 19, 2022, due to the appropriate delay in the review process)