The quality of Huawei's bubble machine is worrisome, there is no way to complain, and there is a long way to go for consumers to protect their rights
Recently, the quality of a bubble machine sold on Huawei's smart TV shopping channel has attracted widespread attention. A large number of consumers reported that in the process of use, the bubble machine is prone to bubble bursting, excessive noise and other failures, which seriously affects the normal use experience. In the face of such a situation, consumers have sought to protect their rights, but they have encountered many obstacles, and the road to rights protection seems long and arduous.
For the quality of this bubble machine, the resistance faced by consumers in the process of rights protection is mainly reflected in the following aspects:
There is a serious lack of after-sales service. Many consumers reported that when they called Huawei's after-sales hotline, either no one answered for a long time, or the operator was perfunctory, and they could not get an effective solution at all. Some consumers even called for several days in a row, but they were still in the sea, and they had no idea where to start. Huawei's approach to after-sales service is very disappointing.
When consumers request to return or exchange goods, they are often denied. After discovering that the bubble machine had serious quality problems, consumers wanted to return or exchange the product, but Huawei rejected their reasonable demands on the grounds that "the warranty period has expired". This practice is undoubtedly a serious infringement of consumer rights and interests, and it is also contrary to the "three guarantees of service" promised by Huawei at the time of sales.
Consumers want to complain through formal channels, but find that there is almost no way to do so. Due to the lack of an effective regulatory mechanism, consumer complaints often fall into the sea and cannot be taken seriously by the relevant authorities. Even when some complaints were eventually answered, the efficiency with which they were resolved was disappointing.
Faced with such a passive situation, consumers feel helpless and angry. They have said that they are actively consuming and paying, and should have enjoyed the corresponding rights and interests, but in fact they have encountered so much resistance, which is very disappointing. Some consumers denounced Huawei's approach as "making money is not fatal, and there is no after-sales service".
This is not the first time Huawei has had problems with after-sales service. As early as a few years ago, the after-sales service of Huawei mobile phones caused a lot of questions and dissatisfaction, and there were many consumer complaints at that time. It can be seen that Huawei's shortcomings in this area have always existed, and they have not been well solved until now.
In this regard, Huawei's response seems to shirk responsibility. They said that there was a certain quality problem with the product, but believed that the improper use of most consumers caused the failure. This statement undoubtedly dumped the pot on the consumer, causing more dissatisfaction. As a producer, we should take the main responsibility for the quality of our products, rather than placing the blame on consumers.
In the face of consumers' doubts, Huawei's response seems to shirk responsibility. They admit that the bubble machine has certain quality problems, but at the same time blame the main reason for the failure on the improper use of the consumer. This statement undoubtedly dumped the pot on consumers, causing more dissatisfaction and questioning.
As a manufacturer, Huawei should be primarily responsible for the quality of its products. At the time of sales, they promised to provide "three guarantees of service", which shows that there is a basic guarantee for product quality. If, as Huawei says, most failures are caused by improper use by consumers, then the product manual should provide clear guidance on the correct way to use, rather than being vague.
Many consumers said that they used it in accordance with the instructions and did not have any illegal operations. Huawei's practice of throwing the pot on consumers is hardly convincing.
Huawei also pledged to strengthen after-sales service and properly address the reasonable demands of consumers. In this regard, consumers expressed a wait-and-see attitude. Huawei's performance in after-sales service has not been satisfactory before, and many people are skeptical about the extent to which this promise will be delivered.
Some consumers bluntly said that if Huawei really fulfilled its promise and effectively solved the problem this time, it would be the best result. But if you break your promise again, you will completely lose the trust of consumers, and you will pay a greater price.
Both manufacturers and consumers should uphold the principle of integrity and abide by business ethics. Manufacturers should take the main responsibility for product quality and earnestly fulfill various commitments such as "three guarantees"; In the process of use, consumers should also operate in accordance with the requirements of the manual to avoid improper use. Only when both parties work in the opposite direction can the occurrence of such disputes be avoided to the greatest extent.
This incident once again reflects that there is still a serious lack of consumer rights protection in emerging consumer fields such as TV shopping. Due to the lack of an effective regulatory mechanism, it is often difficult for consumers to obtain due rights protection channels and protect their rights and interests if they encounter quality problems after purchasing goods.
In this regard, it is necessary for relevant departments to strengthen the supervision of TV shopping platforms, solve this problem from the source, and effectively protect the legitimate rights and interests of consumers. Consideration can be given to establishing a sound complaint channel so that consumers' demands can be resolved in a timely and effective manner; It is also necessary to increase the punishment of illegal platforms and merchants to form a strong deterrent.
TV shopping platforms and merchants should also attach great importance to the rights and interests of consumers, earnestly fulfill their commitments, and provide consumers with high-quality after-sales service. Consumer trust is the foundation of business development, and once this trust is lost, it will pay a heavy price.
Protecting the rights and interests of consumers requires the joint efforts of the government, enterprises and consumers. Only when the relevant departments strengthen supervision, enterprises operate in good faith, and consumers consume rationally, can we truly solve this problem and safeguard the legitimate rights and interests of consumers.