Foreign-funded enterprises in the Chinese market after-sales service needs to be improved - HC Network Appliance Industry-hc360

China Suppliers




Present, the world's leading consumer

Electronic bp 915

Giants have entered the Chinese market, but the "polarization" phenomenon is very serious. Some companies products canon elura battery

Sell

And expanding market share, some companies are constantly shrinking. Reporter found that some of the reasons is caused by the product quality, while others are after-sales

Service

Work not done, resulting in a lack of consumer trust in business and eventually triggered a consumer

Complaints

Many dealers have strong views, and market share decline and a series of chain reactions. China Consumer Association to 3.15 this year's theme of "consumption and services", also shows great concern for service.



Service complaints triggered a crisis of confidence



To electrical products for example, foreign companies in the Chinese market because of issues such as product quality and service complaints have been raised high.



Present concern is HP's notebook event, 170 joint customers and to the Chinese State General Administration of Quality Supervision, Inspection SAIC joint defect complaints HP notebook, asked to recall defective HP laptop. In addition to the relevant

Fitting

Issues, consumers also reflects HP's presence in the service during the acts of violation of consumer rights in the service for the new replacement parts are not re-calculated to fulfill the obligations of quality assurance, and consumer rights protection according to differentiate between the different intensity of treatment serious service problems.



The latest incident as follows: Hewlett-Packard Vice President solemnly apologize, but the recall had made demands of consumers, HP has yet to make a clear response. In addition, re-named party CCTV 3.15, and accused HP's after-sales service in China, complete with China's "three packs of law" contrary to. Meanwhile, human rights lawyer, said: "HP now no distinction between the measures and in the past, if the extended warranty after the machine has a problem, then how do? Consumer Would you continue to collective rights protection?"



Toshiba

LCD TV

Complaints last year, the market is hot. Shanghai, Beijing and many other areas to reflect the consumer, will appear in the viewing process of vertical stripes, patterns, black and so on. Toshiba made the face of change

LCD screen

After-sales service solutions, most consumers are not satisfied. Toshiba's "vertical" incident even led to the Japanese domestic users

Home Appliances

Doubt the quality of the brand.



In addition, the Samsung refrigerator for product design problems, caused in the course of the refrigerator door may fly off, explosions and other hazards, has been a worldwide recall of the problem refrigerator. Consumers through the comparison, the Samsung refrigerator machine in the country only one year warranty, while the domestic brand refrigerators were up to three years, allowing many consumers to the foreign brand quality and after-sales service appliances had a crisis of confidence.



In fact, foreign-funded enterprises in China's service three problems: first, the service process cumbersome, inflexible, from problems to solutions take too long; second, processes and management service problems, mainly reflected in service prices transparent, non-standard, the majority of cases in the face of consumers on the back burner, or a private end, only when combined, when many consumers, manufacturers will stand up and propose some solutions These programs will not let the majority of consumer satisfaction. Also, the company's service outsourcing to the service Collecting Fees Disorderedly exist. Third, after-sales service of discriminatory practices, some enterprises have treated the Chinese market and overseas markets, service initiatives and to take a different attitude.



Contrast, a number of appliance companies and distributors have the original price-cutting war battle to the service. For example, the Haier Group in the strategic transformation from manufacturing to service the context of a comprehensive upgrade of the services to subvert the traditional mode of household appliances, introduced the appliance, "one on one" exclusive services and access to a variety of community convenience services. Gree air conditioner is released, "one year replacement, full compensation" approach. Gome, Yongle Electrical Appliances, Dazhong Electric spent millions to buy in the country started on a certain date range, air-conditioning for free cleaning activities. Domestic enterprises to better understand the psychology of Chinese consumers, for consumers with fast, convenient, comfortable and personalized service has done better.