Consumers need to pay attention to the trap of home appliance service

Consumers need to pay attention to the trap of home appliance service Recently, the Consumers Association of Hebei Province issued some typical examples of home appliances that have been accepted since 2012, and analyzed and commented on various pitfalls and problems that people are likely to encounter during the consumption of home appliances, reminding consumers to purchase home appliances and receive after-sales services. We must be careful during the process to prevent similar consumption traps.

The purchase of extended warranty services should be cautious. In 2010, consumers Zhang purchased a certain brand of laptops and he followed the mall's recommendations to purchase extended warranty services. Just after the "Three Guarantees" period, the computer has a splash screen failure. As a result, Zhang found that the manufacturer requested the extension of the contract, but the manufacturer refused to extend the contract on the ground that it was not an extension of the contract. Mr. Zhang also found the seller, but the seller did not refuse, but the seller said, "We have a designated repair shop, we can only find our designated maintenance staff to repair." Mr. Zhang saw the designated repair shop just a small repair shop, I am very unhappy about the maintenance.

Provincial Consumers Association suggested that in recent years, home appliance manufacturers and distributors have introduced extended warranty services, and more and more consumers have received extended warranty services, and disputes caused by extended warranty have also increased. In order to avoid related consumer disputes, the Provincial Consumers Association reminds consumers that when purchasing extended warranty services, they should first understand what is "enrollment." Entitlement can not be simply understood as spending money to extend the "three guarantees" period. The starting point of the extended warranty service does not necessarily begin after the “three guarantees”. Many deferred contracts are counted from the date of purchase or installation. Many extended guarantees did not extend the "three guarantees" promised by the manufacturers, but merely improved the "three guarantees" service quality. For example, some product extended warranty contracts are actually sent to the repair department instead of home repairs, but these are essential. Contracts that promote after-sales services or expand after-sales services are often also classified by businesses as extension contracts.

At the same time, it is necessary to find the right person for the extension. At present, there are two main types of entities providing extended warranty services. One is the extended warranty provided by the manufacturer, and the other is provided by a third party, mainly the seller. Manufacturers extended warranty should be provided by the manufacturer. The seller's extended warranty is the seller's own choice, it may be the manufacturer, it may be other designated maintenance. Pay attention to clarifying the content of the extended warranty service. What kind of service items are to be maintained, how long it will take to protect them, and when they will start, and who will provide the services are the core content of the extended warranty contract.

From the perspective of consumer complaints accepted by the provincial consumer association in recent years, some extended guarantees are merely an indication of how much time the seller will extend the warranty on the invoice. Such an extended warranty contract, once it is really necessary to provide extended warranty services, is due to contractual agreements. Major loopholes may affect consumer rights protection.

In addition, consumers should also pay attention to keeping the extended warranty contract as a proof of dispute.

In January 2013, Mr. Bao purchased two humidifiers from an online shopping mall. One of the problems was that he sent them to a local service station according to the requirements of the merchant. The repair station provided a test report. Subsequently, Mr. Bao contacted the seller. The seller asked consumers to pay for the freight first, and then sent the problematic product to the immediate post. However, after consumers sent their products for more than a month, no one contacted them. Later, Mr. Bao took the initiative to contact the merchants. The merchants claimed that the product was sent for inspection. The quality was no problem. The customer was required to send out the freight and return it. "No use of goods, but also posted shipping costs, there is no problem to deal with, and now the business took my things, do not contact, it has been dragged." Mr. Bao felt very helpless.

Coincidentally, on January 1 this year, Mr. Liu also bought a brand 32c08rd flat-panel TV in an online shopping mall. A few days later, the flat-screen TV was sent to Mr. Liu's home. However, just after the installation was completed, a quality problem was discovered after power-on. Mr. Liu immediately contacted the mall.

The next day, the brand's after-sales service personnel came to the inspection and issued a quality problem test report to the mall. According to the mall’s after-sales service commitments, pick-ups should be picked up within 3 days and customers’ problems should be handled within 100 minutes after receipt. However, consumers repeatedly communicated with the mall through the telephone and the Internet. Each reply was “handling as soon as possible and contacting the consumers within 24 hours.” However, the merchants did not contact the consumers according to the promises, and no one took them out. goods.

Provincial Consumers Association suggested that the above two cases are worth pondering. Online shopping is quick and easy, and the price advantage is obvious. Therefore, online shopping can develop rapidly. However, the purchase and after-sales service of the home grid obviously lags behind other types of goods. Many consumers ignore this point, and their performance mainly includes the following three aspects.

Slow delivery, slow installation. Online shopping and home appliance delivery logistics are not as convenient as physical stores, and add to the potential legacy issues that may arise in the event of shipping damage. On the other hand, in the peak sales season, even home appliances sold in physical stores must be “queued” for installation, and e-commerce providers will find it harder to ensure that online shopping consumers can enjoy timely on-site installation and maintenance services. Especially for products such as air conditioners that have a "three-point quality seven-point installation", unprofessional installation will directly affect machine performance and life. In addition, who is responsible for the “three guarantees”? How do consumers find sellers?

Change and return procedures are cumbersome. Because online shopping appliances involves online shopping platform, logistics, manufacturers and other links, and in accordance with the return and replacement process of most online shopping malls, consumers need to return the appliance to the factory or send it to the factory after-sales center for testing, after issuing a test report to return . Once the quality of the goods has become a problem, only consigning them back to the factory will consume the consumers' energy and material resources. In addition, the e-commerce companies have complicated exemption clauses. If the mall and the manufacturer push each other, the ultimate damage will only be consumers. Interests.

The claim is difficult. Vendors, manufacturers, online shopping platforms, logistics, and payment tools may be located in different places. Consumers who face quality problems will find it difficult to protect their rights.

According to the relevant person in charge of the Consumers Association of Hebei Province, at present, there are still a number of online shopping appliance disputes that are difficult to resolve. To this end, to remind the majority of consumers, online shopping appliances need to be careful, especially involving the installation of air conditioning, refrigerators, washing machines and other large appliances should be more cautious.

Counterfeit repair outlets lasted for a long time In the spring of 2012, Mr. Zhang purchased a certain brand of washing machine, and in October the washing machine malfunctioned. As a result, he found a 400 service call from the Internet. As a result, a maintenance worker came to the door quickly. After some repairs, the failure was temporarily lifted and he claimed that the failure should be charged. Although Mr. Zhang has some doubts, but because of the trust of the brand, according to the maintenance staff said the payment. However, it didn't take long for the washing machine to have the same problem again. Therefore, Mr. Zhang’s family contacted the brand's after-sales staff through other channels. After the inspection of the service personnel, it was determined that the last time it was not repaired by the maintenance company of the brand. It was not repaired at all, and the last maintenance time should be within the warranty period and should be repaired free of charge. Mr. Zhang knew that he had encountered counterfeit maintenance outlets. Not only did he lose money, but he hadn’t done anything well.

Consumers Association suggested: As in the case of "cottage" service outlets, many consumers have encountered, causing consumers to suffer. At the same time, because of the impact on the brand's reputation, many manufacturers also hate it. All along, cracking down and outlawing these counterfeit maintenance outlets, a large number of related departments including the industrial and commercial departments have done a lot of work. In recent years, counterfeit maintenance outlets have been reduced, and the maintenance market order has gradually improved. However, for the benefit-driven, some banned outlets will not change the name of the banned outlets for a long time. .

In fact, these "cottage repair points" can not be prevented, at present, consumers looking for regular home appliance after-sales maintenance, mainly through the following three ways. That is, view the repair vouchers, instruction manuals, product appearance, to see if it has published a manufacturer's uniform maintenance contact; to the sales counter, check the manufacturer's maintenance phone; to the manufacturer's official website, to check the brand's unified Contact full-time repair service and report to them.

In addition, when brand after-sales service personnel come to the door for maintenance, they will generally wear uniform clothing and wear work cards. If consumers are in doubt about the identity of the maintenance personnel, they can check the maintenance personnel's work permit or call the brand for after-sales verification. After the maintenance is completed, the consumer must keep a good record of maintenance and request a consumer certificate for the fee. Once a dispute arises, the consumer should promptly make a complaint.

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