Appliance manufacturers who compete for after-sale consumer protection - air conditioning maintenance, Gome, Suning Appliance - Network Appliance Industry-hc360 HC

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Products, service, state "three guarantees" Although the provisions in the "Who Who is responsible for sales" clause, but for various reasons, has long been the factory for service, just simply play appliance stores sales channels role, Over time, consumers are used to a problem to find the product manufacturer. But as the fierce market competition, the product rapidly thinning profit, after-sales service has become a focus of vendors competing interests.
taylor digital oven thermometer

Suning

, Home appliance chain Gome and other giants have set up an independent service sector began to appliance installation, maintenance, advance the field. Had more than a layer of services for consumers should be more level of protection, some more convenient, but the reporter found that because of competition for resources between firms, consumers often at a loss, not to protect the legitimate rights and interests position.



Manufacturers do not recognize the maintenance business is difficult to protect consumer interests



As consumer durables, home appliances with food, clothing and other consumer goods, the biggest difference is the dependence on the service, a good and reliable after-sales service support is the normal consumer, safety, ease of use an important guarantee for home appliances. Home appliances have been out of trouble, whether manufacturers or businesses, as long as it was for maintenance, and according to state "three guarantees" the provisions of protection of consumer interests, consumers are no objections. But in the actual repairs, because of lack of coordination between firms, the lack of recognition often leads to the legitimate interests of consumers are not protected.



Dongguan consumer complaints shortly before Mr. Wang said: Because the manufacturers do not agree with the maintenance business, so he could retire

Air conditioning

Can not be refunded, only endless maintenance.



Mr. Wang told reporters that he July 17, 2006 bought a air conditioner that was in store for installation, store side also indicated that they will be responsible for all maintenance services, and quality assurance. To June 2007, air conditioning is not cooling, and Mr. Wang called the store's service department repair. Soon the maintenance staff on-site store, and after inspection, that is the outdoor unit burst copper pipe, copper pipe requires welding and to add freon. But before long, air-conditioning has emerged the problem is not cooling again to repair, store maintenance staff is copper-site inspection of a hole, and then is welded and to add freon. No two days without air conditioning refrigeration, and store maintenance staff, said after the home inspection is bad capacitor, up to the manufacturer to repair, because they are only responsible for repair for one year, and the air just over a year. Helpless, Mr. Wang had to call the manufacturer to repair, home inspection of factory maintenance personnel is not enough freon need of additional, but added no two days without refrigeration air conditioning again. Factory maintenance staff onsite inspection again after the condenser is broken, in need of repair.



Mr. Wang told reporters at the beginning he did not know "three guarantees" under the relevant regulations, only the fourth time in maintenance, he casually asked a little, factory maintenance personnel told him the same fault appeared three service does not well can be replaced. So he would ask for replacement, but the manufacturer's customer service said their records showed only two repairs, not replacement. Mr. Wang said the store has had to repair twice, but manufacturers say that customer service is the store maintenance, manufacturers do not recognize. Mr. Wang then negotiate with the store, store, or let him to the factory address. In this way, Mr. Wang has failed to replace the air conditioning.



Firms compete for consumers at a loss of Air Conditioning



Beijing consumers Miss Lee also recently bought an air conditioner, when the factory sales staff told her two days after the manufacturer's service personnel will be delivered to your door and to install. But that night, Ms. Li received a text message sent store, said the store will be responsible for installation, and gave a phone installers, so that Miss Lee directly with the contact time to determine the specific installation. Ms. Li was very puzzled, not by the former staff responsible for installing aftermarket manufacturers do, how to become a store is responsible for installing it? Moreover, marketing officers have agreed well with the factory from factory installed, also agreed to install a good time, how suddenly they changed it? Although full of doubts, but in order not to delay the installation, Ms. Li stores or by phone with the installers to get in contact, and appointment time, coincidentally, installation time is the same as with the previous agreement.