Source: Urban Scene
Do not reprint without permission
Recently
Mr. Lu, a consumer in Nanchang, Jiangxi Province, reported to the city scene
At the end of 2019, he was in the store of Kohler Sanitary Ware
I bought a variety of products such as smart toilets, bath bombs, and hardware
The total price is over 30,000 yuan
But in the process of use
But it made him turn black for the "Kohler" brand
Mr. Lu, a consumer, told reporters that the most problematic problem at present is the Kohler Xinglang integrated smart toilet in his bathroom. He said that the smart toilet of 10,000 yuan is not very smart to use, and even a little bad.
Consumer Mr. Lu: Now the simulation means that a person is sitting on it, so the toilet automatically senses the self-disinfection of the sprinkler head. At this time, I pressed the hip wash function, and it was logical that the hot water would squirt out at this time, but he didn't perform this action, and then it retracted.
After the buttock washing function failed, Mr. Lu found the after-sales master of Kohler Sanitary Ware to inspect the door, and found that it was a failure of the heating element, and the maintenance cost was close to 1,000 yuan because the three-year warranty period had been exceeded. In addition, the master also found that the automatic lifting function of this smart toilet washer has also failed. Mr. Lu said that the Kohler bathroom products in his home have had different problems one after another, and the failure rate is really not low.
Consumer Mr. Lu: The first problem with the toilet was that the flushing function did not work, and then the master came to see it and said that the pump was broken and then repaired. Later, there was also a problem with the bath bomb we bought, and after repairing it a few times, it was not repaired, so we were replaced with a new one. The master said that it was inevitable that the product would have quality problems, but if there were problems like me so frequently, I could only say that I was unlucky, which greatly reduced my confidence in their product, and I felt that there was a problem with the quality of the product itself.
So, is this frequency of failures due to bad consumer luck or a quality problem with Kohler products?
Kohler Sanitary Ware After-sales Master: I tell you about smart products, you ask me to explain this thing, and I can't explain it. I can only say that we often repair it, what do you tell me to say, right, people haven't repaired it once in a few years, right?
Consumer Mr. Lu: Can I guarantee this?
Kohler Sanitary Ware After-sales Master: Now the warranty is three years for the whole machine from the time of purchase.
Consumer Mr. Lu: Generally, we will buy the toilet in advance during the decoration process, and then it will go through a long time of decoration in the middle, and it will not be really installed until the later stage. At that time, due to the epidemic, in fact, our house was occupied around the middle of 2021, which means that in fact, the warranty time I enjoyed was not three years at all.
Consumers provide evidence that they have been in use for less than three years, and Kohler agrees to repair them free of charge
Mr. Lu provided a screenshot of Moments, showing that on March 30, 2021, he and his friends opened a fire to cook and warm the house in the new house for the first time. Subsequently, the reporter came to the Xiangjiang Home Furnishing Market, where Mr. Lu bought the bathroom, to understand the situation, but the Kohler bathroom store here has been withdrawn. Then, the reporter reported the situation to Kohler Sanitary Ware 400 customer service.
Reporter: Is it a normal state for such a machine to fail frequently? Does it meet your requirements for Kohler product quality?
Kohler 400 customer service staff: I am really sorry for the bad experience, I have already helped you register the feedback to our case department, and the complaint team will reply to you with a landline phone of 021.
After the incident, Mr. Lu, a consumer, told the reporter on the scene of the city that the day after the interview, Kohler arranged for an after-sales master to come to the door and repair the product problem free of charge, and the fault has been eliminated.