Xiao Chen in Changxing, Huzhou, has a floor scrubber that he bought online for more than 3,900 in May, mentioning his experience in more than half a year. He said it felt like having a "daddy" home.
【1818 GoldenEye】3,000 nine floor scrubbers The guy feels "please daddy"
"Hair cutting. ”
"What does it mean to start cleaning, will it clean itself?" ”
"Still stuck, it should dry automatically. ”
"Automatic drying? Launch it. ”
"Hair cutting. ”
"It's over, it won't, it's not going to be that anymore, it's not going to be that anymore." ”
Xiao Chen originally planned to show the reporter how to clean up after the floor scrubber was mopped, but after he added water to the clean water tank once and cleaned the hair and garbage in the sewage tank twice, the floor scrubber completed automatic cleaning, and finally the LCD screen crashed directly, and the automatic drying could not be operated. Talking about the experience of using it for more than half a year, Xiao Chen was a little emotional.
"I wanted to buy a more expensive and better one before I recognized their brand, but I didn't expect to buy a mop for nearly 4,000 yuan. ”
"More tired than using a mop." ”
"As a result, please have a 'daddy' and have to serve it." ”
Shopping records show that on May 22, Xiao Chen bought this floor scrubber at Tmall's "uwant flagship store" and paid 3,960.08 yuan after enjoying a discount of 1,000 yuan off the store and other discounts. Judging from the label on the outer packaging of the product, the manufacturer is Suzhou Simple Youwei Technology Co., Ltd., and the product name is "suction vacuum cleaner (wireless intelligent floor scrubber)". Xiao Chen said that the floor scrubber was delivered to the home in early June, and after more than a month, he felt that the mopping effect was okay, but cleaning the equipment was troublesome.
"I read many reviews on the short video platform and said that this one has good cleaning power, long battery life, and convenience. ”
"Is this your first time buying a floor scrubber?" ”
"Yes, after using it a few times, I found this very troublesome, I dragged the ground once, I had to add water two or three times, and pour sewage two or three times. ”
"Is automatic drying good?" ”
"Speaking of drying for 90 minutes, I used it once, but I found that it was not drying, and the second time I used this floor scrubber, I found that the mop (roller) had become smelly. Every time I finished mopping the floor, I had to manually remove the rollers and put them next to dry. ”
The communication records between Xiao Chen and the customer service of the online store show that since July 25, Xiao Chen has repeatedly reported that there are problems with the floor scrubber, "first, when cleaning the floor, there is no way to clean the dirt on the rear wheels, and second, the self-cleaning rear wheels of the machine will not spray water, and there is no water suction port." The customer service of the online store replied: "We are the design of front wipe and rear drag, and the rear roller brush does not produce water." The two sides later communicated many times and talked about the return and refund, and the refund plan given by the customer service of the online store was calculated according to the price of the floor scrubber after enjoying the store discount, that is, 3990 yuan, which also deducted three money, and Xiao Chen could finally get a refund of 3090 yuan.
"At the beginning, he told me that the return and refund would be discounted, and then I didn't agree, and then he said to go to the leader for approval, and then said that it was approved, and now it can be returned and refunded." ”
"The refund to you is only a little over three thousand, what kind of money is deducted?" ”
"I bought it at the 618 event, and after less than a month, the price was reduced, and it dropped by several hundred yuan. ”
"Those three sums of money are all refunds to you for the difference?" ”
"Right. ”
Xiao Chen said that after communicating with the customer service of the online store, he learned that because of the previous multiple refund of the price difference, the after-sales rights protection entrance of this floor scrubber has been closed, and now it is impossible to apply for a refund through Tmall, and can only be refunded offline by the online store. The reply of the platform customer service to this is that "the platform after-sales entrance can generally only be applied once, it is recommended that in future transactions, if a partial refund is agreed upon, please apply for a partial refund before confirming the receipt, and retain the after-sales rights protection entrance after confirming the receipt".
Xiao Chen told reporters that a few days ago, he had packed the floor scrubber in accordance with the requirements of the online store customer service, waiting for the courier to pick up the goods, but the online store customer service proposed that he delete the photos of the main review and the follow-up review, and asked the warehouse to receive the goods and refund after warehousing, and the two sides were not very happy for this. This is Xiao Chen's comment in the product review area of this floor scrubber, involving many problems such as the rear roller brush without a vacuum port, automatic drying into decorations and troublesome cleaning equipment, and related pictures.
"I delete the bad reviews (pictures) first, they take things away, and then give money, which is very risky." ”
"What are your current requirements?" ”
"It's a return and a refund. ”
"Are bad reviews ready to be deleted?" ”
"They gave me a refund for the return, and I deleted it. ”
"The warehouse must check that this machine is no problem, including the gifts are also sent back to us, and we will refund the customer, because the courier is not our person." If you don't recognize the machine, we will give you a special treatment, help you handle a return and refund, the bad review itself can not be deleted, so trouble you to help us delete the photos of the main review and the follow-up review. ”
"Is the requirement for merchants to ask customers to delete pictures in bad reviews, is this requirement in line with platform regulations?" ”
"No, you can provide the relevant merchant and your chat history, and Xiaoer will help you submit relevant complaints." ”
Xiao Chen believes that after the courier picks up the parcels, checks the floor scrubber and the online store giveaway, the online store should give him a refund, and the online store customer service said that the refund can only be processed after the warehouse receives the floor scrubber, and both sides refuse to back down. After the reporter reported the situation to the manufacturer's customer service, the after-sales staff of Suzhou Simple Youwei Technology called.
"Contact the user, confirm the time of door-to-door pickup, and after the courier takes the thing, I check with the courier whether the thing is complete, whether there is any visible human damage, if all meet this requirement, I can communicate with the finance and refund the user in advance." ”
"The online store customer service told me something, she hopes that customers can delete the bad review pictures, is this a hard condition? ”
"No, not a hard condition. ”
The reporter noticed that the floor scrubber that Xiao Chen bought on Tmall, the price after using coupons for "Double 12" this year is 2599 yuan, which is nearly 1400 yuan cheaper than the price he originally bought, and there are more than 3,000 comments in the product comment area, most of which are praise, and many of the more than 600 follow-up reviews are bad reviews.
In addition to the bad reviews posted by Xiao Chen, this buyer mentioned that "it takes time and electricity, this is cleaned up, the hair is still on it, I also served", another buyer said that "it dragged on for a long time and couldn't be clean, and as a result, it took a wet wipe and wiped it off, and the customer service also told me what stubborn stains, I was also on the evaluation before." The after-sales staff of Suzhou Simple and Promising Technology responded to this.
"Many customers have reported similar experiences to Mr. Chen, and hope that the after-sales service can be conveyed to the design department. ”
"We will also give feedback on your suggestions in this regard, this problem can be said to be a common problem in the industry, if after the end of self-cleaning, because of the one-time inhalation of too much dirt, may lead to the first self-cleaning effect is not as satisfactory as the user thinks, I recommend that the user start the self-cleaning again, all floor scrubbers will be equipped with a cleaning brush." ”
Xiao Chen later reported that the floor scrubber had been taken away by the courier, and the online store refunded him 3,090 yuan.