Poor after-sales causes a crisis of trust, will the company refund the money?
Continue to follow the series of investigative reports "What is such an "after-sales"?". Through the first two episodes of the program, we learned that there were problems in the after-sales of Chuzhou Yangzi Air Source Equipment Manufacturing Co., Ltd., which caused a crisis of consumer trust, and even the local regulatory authorities were not optimistic about the current business status of this company. The business situation is not good, and the after-sales complaints are constant. Will the company finally agree to Wang Junyong's request to return the goods?
On March 7, 2024, under the coordination of the staff of the Quanjiao County Market Supervision and Administration Bureau, Wang Junyong got in touch with the legal person of Chuzhou Yangzi Air Source Equipment Manufacturing Co., Ltd., and at three o'clock in the afternoon of the next day, the two sides began to negotiate to solve the return problem.
Zhou Changle, legal person of Chuzhou Yangzi Air Source Equipment Manufacturing Co., Ltd.: In any case, I apologized just now, and I am sure that the company has mismanagement. Even if I promise you to return, I sold more than 13,000, and now you want me to refund you more than 18,000, so it is unreasonable.
For the consumer Wang Junyong's request for a full refund, Zhou Changle, a legal person of Chuzhou Yangzi Air Source Equipment Manufacturing Co., Ltd., said that because Wang Junyong bought an air source heat pump of 18,600 yuan is the market retail price, which is more than 5,000 yuan more than the wholesale price of the company to the sales staff, if the refund is made, the price difference manufacturer can not bear.
Wang Junyong said that the air source heat pump he bought, although it was purchased from Zhou Ping, but Zhou Ping is the company's salesman, and the product is also directly from the factory express delivery, as for the company and Zhou Ping how to distribute the full amount of 18,600 yuan he paid, that is the company's business, so the full amount should be refunded. In order to resolve the matter as soon as possible, Wang Junyong's father took the initiative to make some concessions and reduced the refund to 18,000.
Considering that it was indeed a problem with his own product, Wang Junyong and his entourage spent a lot of extra money, and the company's legal person Zhou Changle finally agreed to Wang Junyong's father's proposal and promised to refund the machine after receiving it.
At this point, Wang Junyong's personal problem seems to have been solved, so for consumers who have also purchased Yangzi air source heat pumps before, if there is a problem with the equipment, how should the company solve it?
Zhou Changle, legal person of Chuzhou Yangzi Air Source Equipment Manufacturing Co., Ltd.: Why does this problem occur, because the dealer is gone, if the dealer wants to do it, you can't run here, there must be maintenance.
On March 7, 2024, in the company's production workshop, Manager Cao said that the company is rectifying, and it will take more than half a month, after the rectification is completed, the company can resume normal operation, the after-sales service system in various places will be rebuilt, and the quality problems of the products purchased by other consumers will also be properly solved. However, more than 20 days have passed, and the reporter contacted Manager Cao again, and the other party said that the company had not completed the rectification as scheduled. So whether the company can resume operations, and whether the local regulatory authorities know about this?
Staff of Quanjiao County Market Supervision and Administration Bureau, Chuzhou City, Anhui Province: As far as I know, it seems that he has been pulled into financing and started to work again, and if he can operate normally in the future, he should be able to keep up with the after-sales service.
After the interview, Wang Junyong called and said that the money had been refunded, although it was one day later than the agreed refund time, but there was finally a good result. Nearly 2,000 kilometers back and forth, the cost of rights protection is indeed a bit high, just to ask consumers for an explanation, but we also see that enterprises are not like other enterprises after encountering business difficulties, close the door and run away, but want to operate to face these problems, we also hope that enterprises through transformation and upgrading, business for the better, because in this way, this enterprise can not only face the market again, but also the protection of consumer rights and interests. (Zhou Shuguang and Chu Weifeng report)
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