The price of mobile phone trade-in is only 20% of the estimated price. vivo: does not intervene in the recycling price

The Paper

2024-04-10 16:50Posted on the official account of Shanghai The Paper

Recently, Mr. Guo from Hebei reported to the surging quality concept complaint platform (https://tousu.thepaper.cn) that on March 26, he booked a vivo X Fold3 Pro mobile phone in the vivo app store App and participated in the vivo trade-in activity. According to the valuation on the purchase page, the recycling of his old mobile phone is estimated to be worth 2,743 yuan, and the subsidy is worth a total of 4,543 yuan. However, after the mobile phone was sent to the third-party platform for testing, it was told that it could only be recycled at a price of 900 yuan, and could not enjoy the recycling subsidy, and the actual quotation was only 20% of the estimated quotation.

In this regard, the staff of the vivo service hotline said that the recycling price displayed when the user places an order online is only an estimated recycling price, and the actual price needs to be confirmed after testing by the recycling platform, "If the recycling price after inspection is consistent with the online estimate, the recycling will be completed directly; if there is a difference in the price, the recycling platform will contact the user within 24 hours after completing the test to confirm and communicate the price, and ask the user whether he has decided to participate in the recycling." She said that the final recycling price is negotiated between users and recycling platforms, and vivo does not intervene.

The online display shows that the recycling price of the old mobile phone is 4543 yuan

The price of mobile phone recycling "dives"

According to Mr. Guo, on March 26, he booked the latest X Fold3 Pro mobile phone of the vivo brand at a price of 9,999 yuan in the vivo app store App, and the purchase interface showed that the trade-in was up to a high subsidy of 2,000 yuan. "My mobile phone is X Fold, after choosing the old phone valuation, the above shows that the old mobile phone is estimated to be worth 2743 yuan, plus the new subsidy of 1800, that is, a total of 4543 yuan, I only need to pay 5456 yuan for a new mobile phone. ”

Mr. Guo chose to participate in the event. According to the requirements of the event, on March 27, Mr. Guo sent his old mobile phone X Fold to Recycling, a third-party acquisition platform cooperated with vivo.

On March 29, Mr. Guo received a test report from Huibao, which showed that Mr. Guo's mobile phone was identified as "below grade D", with problems such as appearance defects of the fuselage, obvious bumps/paint loss on the back plate of the fuselage screen bezel, obvious bending of the fuselage, hard scratches on the screen, and hard scratches on the secondary screen.

Based on the test results, Huibao set the final recycling price at 900 yuan, which made Mr. Guo unacceptable, "vivo stipulates that the recycling price of more than 1000 yuan can enjoy a recycling subsidy of 1800 yuan, and now the price is 900 yuan, I can't even enjoy the recycling subsidy, and the difference between before and after is too big." ”

In addition, Mr. Guo said that he asked the SF courier to carefully check and take pictures when mailing, and the photos can prove that there are no obvious scratches on the surface of the mobile phone screen, and Mr. Guo did not recognize this test report, "I consulted in the offline recycling store, and the recycling price of my mobile phone is about 3,000 yuan, I originally wanted to sell it offline, but I saw that it would be more appropriate to replace the old machine with a new subsidy on the official website, so I chose to trade in the old one." ”

Mr. Guo said that after negotiation, on April 1, Huibao agreed to increase the recycling price to 1500 yuan, but although it exceeded 1000 yuan, vivo refused to issue a recycling subsidy of 1800 yuan, "Huibao said that vivo did not give this subsidy, I went to ask vivo customer service, and the reply I got was that I had already reported to my superiors, please be patient." Mr. Guo said.

The surging news reporter saw from vivo's trade-in "subsidy rules" that participants in the trade-in can enjoy the basic subsidy + model subsidy, according to the regulations, the recovery price is 1000≤X<2000 yuan, and the basic subsidy of 500 yuan can be obtained. The old model is vivo X Fold, and you can get a model subsidy of 1,000 yuan. According to this rule, Mr. Guo should be able to receive a subsidy of 1,500 yuan.

Mr. Guo said that on April 2, vivo customer service contacted him and asked him to place a new order for recycling. The customer service said that the recovery price can be given to 1,600 yuan, and then 1,500 yuan will be subsidized, for a total of 3,100 yuan. "From 4543 yuan to 900 yuan, then to 1500 yuan without subsidies, and now to 3100 yuan, why is there so much price for the same mobile phone trade-in?" Mr. Guo said that he was not satisfied with the conditions, but the mobile phone has been sent for 5 days, not only affecting his own use, but also worried that the mobile phone will be stolen for parts, he can only accept it, but asked vivo to give an explanation on the price difference of the old for the new.

The recycling platform identified the old mobile phone as "below grade D", and the recycling price was 900 yuan.

vivo: The recycling price is determined by negotiation between the user and the recycling platform

In response to the above situation, on April 7, the surging news reporter contacted the vivo service hotline, and the staff said after understanding the situation that the recycling service platform for vivo's old machine replacement is randomly matched, and in addition to recycling, there are also platforms such as Xiaodang recycling and shun recycling. The recycling price displayed when the user places an order online is only an estimated recycling price, and the actual price needs to be confirmed after testing by the recycling platform. If there is a price discrepancy, the recycling platform will contact the user within 24 hours after completing the test to confirm and communicate the price, and ask the user if they have decided to participate in the recycling. ”

She said that if the recycling price and model meet the subsidy rules, vivo will issue a recycling subsidy in accordance with the rules, and Mr. Guo's situation may involve changes in the recycling price and he needs to reapply for the subsidy, so the waiting time is a little longer.

If the user does not ask vivo to contact the third-party recycling platform, vivo will not intervene in general, and the final price is also determined by the user and the recycling platform, and there may be price changes during the negotiation process.