"Special dealers" came to the community to promote smart toilet seats, and after a "flicker", the old man spent 2998 yuan to buy it, and the smart function of the toilet seat was unusable in less than a year. In the flagship store of the same brand on the online shopping platform, the price of a similar model is only one-third.
The smart toilet seat broke down in less than a year, but it was required to repair it at its own expense
Mr. Feng, a citizen of Xi'an, is 78 years old this year, and his home is in Qinchuan 21 Neighborhood Community, Xingfu Middle Road, Xi'an City. Last year he bought a smart toilet seat, which was unusable in less than a year.
Mr. Feng told a reporter from Huashang Daily Gale News that in June last year, a group of people came to the community to promote the Royalstar smart toilet seat. They said that they were special dealers of Royalstar, and they set up sheds in the community, attracting everyone with small gifts such as soap and laundry detergent, preaching the benefits of smart toilet seats, and later said that they could buy them at a low price, and the discount was very large. Mr. Feng said that the majority of the residents in the community are middle-aged and elderly people, and under this kind of promotion, some people buy it.
"I bought a toilet seat with flushing and heating functions at the time, and it cost 2,998 yuan. Mr. Feng said that when it was installed, the sales also said that his toilet base did not match and needed to be replaced, so he spent another 600 yuan to replace a toilet base.
After using it for less than a year, Mr. Feng found that the flushing function of the toilet seat was not working, so he contacted the after-sales number on the warranty receipt. The other party did not come to the scene to check, but only told him that this was caused by the blockage of the filter element, and he needed to buy the filter element to replace it at his own expense of 150 yuan. "The bill clearly says that it is a two-year warranty, but now it is less than a year, but I have to spend my own money to repair it. ”
What made Mr. Feng even more puzzled was that he chatted with his neighbor about the toilet seat, but found that the toilet seat that other people bought for a few hundred yuan had more functions than he spent 3,000 yuan to buy. Mr. Feng wanted to ask the salesperson about it, but found that there was only an after-sales phone number on the bill. "After the sale, it was said that the 'special dealership' was on the 17th floor of the Peace Building, and after I went there, I found that there was no 17th floor in this place. Mr. Feng said.
Royalstar national customer service: There is no "special dealer of smart toilets", and it is not an official direct sale
On April 27, a reporter from Huashang Daily Gale News came to Mr. Feng's house. The bill held by Mr. Feng reads "Royalstar Smart Toilet Special Dealer After-sales Warranty Special Ticket", the product name is "Royalstar RSD-3619Y", the amount is 2998 yuan, and it is also written that "the voucher can enjoy the national three-guarantee law, and the whole machine is guaranteed for two years free of charge from the date of purchase of the product".
The reporter consulted the customer service staff of Jingdong Royalstar kitchen and bathroom flagship store, and the other party said that there was no 3619Y model in the store, and it may be an offline model. There is a smart toilet seat with a model number 3619 in the store, priced at 859 yuan. After comparison, the reporter found that the two functions are the same, only the operation mode is different, 3619Y is remote control operation, 3619 is the key panel operation.
The customer service recommended another remote-operated smart toilet seat to the reporter, which has more functions than 3619Y, and the price is 1099 yuan.
On April 28, the reporter called the "after-sales line" on Mr. Feng's bill, but could not get through. Later, the reporter dialed the "local after-sales phone" on the bill, and the after-sales person said that Mr. Feng had dismantled the three-way pipe fittings and filter elements of the toilet by himself, so he needed to repair them at his own expense. Subsequently, the after-sales personnel said that the matter has been reflected to the national after-sales service of Royalstar, and will come to Mr. Feng to replace the damaged parts and repair them free of charge in the near future.
Regarding the problem that the price of the toilet seat purchased by Mr. Feng far exceeds the market price, the after-sales personnel said that the market retail price of 3619Y is more than 5,000 yuan, and 2,998 yuan is already the discounted price. Why there is a huge price difference between 3619Y and 3619, the after-sales personnel said that it is because 3619Y is a remote control model, which is more advanced. The reporter asked why the address of the after-sales personnel distribution store was on the 17th floor of the non-existent Peace Building, and the other party said that he was only responsible for after-sales service, not sales, which was not clear.
In the afternoon of the same day, the reporter called the national after-sales hotline of Royalstar, and the staff said that 3619Y is indeed the smart toilet cover model of Royalstar, but there is no "special dealer of smart toilets". "It may be that someone ordered a batch of toilet seats from the factory and resold them themselves, they are not employees of our company, and we have no way of knowing how much they were sold. ”
The property of Qinchuan 21 Neighborhood Community told reporters that these people did not register in the property when they sold toilet seats in the community last year, and they could not inquire about the relevant information.
Subsequently, the reporter reported the matter to the 12315 Consumer Complaint and Reporting Center in Xincheng District, and the staff said that the promotion and sale of toilet seats in the community was not authorized by Royalstar Company, and belonged to individual independent sales. Since there is no specific registration entity for this incident, it cannot be accepted, and it is recommended that the parties report to the police.
Huashang Daily Gale News reporter Bai Zhongxia text/picture
Source: Huashang Net-Huashang Daily