The water heater continues to leak after being powered on. (Source: Interviewee)
Xinwang April 23 (Reporter Geng Run Gu Zhengyuan) "The water heater leaked during the three-pack period, and we were afraid that the water body would be in danger of being electrified, and the family had not used hot water for half a month." Recently, Ms. Wang reported to Xinwang (hotline 0532-80889431) that she spent 1,361 yuan to buy an 80-liter water heater at the official flagship store of Smith Lauren on the Jingdong App in May 2023. After less than a year of use, there was a water leakage problem. When Ms. Wang wanted to find a merchant for after-sales service, she found that the store had already closed down and cancelled. In this regard, Jingdong told Ms. Wang that according to the relevant after-sales policy, it can only be refunded at a discount.
Screenshot of an order related to the purchase of a water heater. (Source: Interviewee)
The store that claimed to be "ten years of replacement" was closed and cancelled
On May 17, 2023, Ms. Wang purchased an 80-liter 3,200-watt energy-saving storage water heater at the Smith Lauren official flagship store on the JD.com App, and the price was 1,361 yuan after using the full reduction and coupons. On April 3 of this year, water heaters began to leak. When Ms. Wang was looking for the merchant for after-sales service, she found that the store had long been closed for cancellation, and the after-sales phone left by the manufacturer was not answered. "After all, it's an electrical leak, so I'm afraid of danger. Without a clear answer from the merchant, we simply did not dare to continue using it. ”
In desperation, Ms. Wang had to contact the JD platform to deal with it. JD.com's customer service told Ms. Wang: "Since the merchant has closed the store, it is currently impossible to get in touch with the merchant." The platform cannot directly replace or repair the goods for you, and can only refund at a discount of 5% of the original value of the goods. Regarding Jingdong's reply, Ms. Wang told Xinwang that she could not accept it. "As a platform, since the brand is allowed to settle in, it should take the responsibility of supervision. The customer service I contacted before even took the initiative to hang up on my phone. ”
Water heater nameplate. (Source: Interviewee)
Platform: The store is a third-party store operated by the merchant
On April 15, Xinwang searched for "Smith Lauren's official flagship store" on the Jingdong App, but the store could not be found. Through the manufacturer information and store business license provided by Ms. Wang, the information network found that the company name of both is "Zhongshan Baosheng Electric Co., Ltd."
In response to Ms. Wang's experience, on April 16, Xinwang contacted JD.com's customer service. The customer service said that the store is a third-party store operated by the merchant and is currently closed. "We will intervene to deal with it, and the specific situation will be communicated and verified by the consumer, and strive to solve the problem as soon as possible. The customer service staff said.
The store has been included in the list of abnormal operations
Xinwang learned from the enterprise investigation platform that Zhongshan Baosheng Electric Appliance Co., Ltd. was established in 2019 with a business scope of electrical machinery and equipment manufacturing, and in March 2024, the company was included in the list of abnormal operations by the Guzhen Branch of Zhongshan Market Supervision and Administration Bureau. At present, the company is listed as a dishonest person subject to execution, and has a record of being restricted from high consumption. In November 2022 and April 2023, he was fined 62,000 yuan for using energy efficiency labels for false advertising and selling storage water heaters that do not meet national standards.
After that, JD.com's customer service called the reporter back, saying that it had contacted Ms. Wang and reached an agreement on the refund. The staff member said that the platform tried several times but was unable to get in touch with the merchant. The product has brought consumers a bad consumption experience due to quality problems such as water leakage. The platform will pay the full amount of the water heater purchased by the consumer, and the refund will be received in the near future.
In this regard, Liu Weina, a lawyer from Shandong Wenkang Law Firm, suggested that consumers should improve their awareness of self-protection and take the initiative to keep invoices and other consumption vouchers. If you encounter a similar situation, after communicating with the merchant or the platform and still cannot solve the problem, you can consider complaining to the local consumer association, or taking legal means to protect your legitimate rights and interests. At the same time, Mr. Liu mentioned that according to the relevant provisions of Article 44 of the Law on the Protection of Consumer Rights and Interests, if the online trading platform provider cannot provide the real name, address and effective contact information of the seller or service provider, the online platform shall first bear the liability for compensation to the consumer, and then the platform shall recover from the seller or service provider after compensation.