Why are generally not satisfied with the sale of small appliances?

Earlier, the China Consumers Association released a survey report on the quality and after-sales service of home appliances in 10 provinces and cities in 2014. The report pointed out that household appliances have a high failure rate and low after-sales service satisfaction, and there are many complaints about the quality of home appliances and channels. Poor, inefficient processing. In recent years, rigid demand due to the rapid expansion of consumers has stimulated more companies to enter the industry. The entry barriers for the household appliance industry are relatively low. Relative standards and industry standards are relatively lagging and confusing. The prices of maintenance accessories are high and service points are difficult to find. The after-sales service problem has been puzzling consumers, leading to the after-sales service of home appliances in the “difficult after sales, difficult to sell” rampant period.

As the home appliance industry is moving toward intelligence, the dependence of home appliances on hardware maintenance and software upgrades will become more and more dependent on after-sales services, which will greatly increase the correlation between products and after-sales services, and derail products after sales, affecting the function of products. However, the current domestic appliance sales are still in a relatively chaotic state. This is not only because the supervision of the after-sales department is not in place, but also to a large extent, the policies and regulations for the after-sales service of home appliances are still in the vacant stage, and consumers do not pay attention to the after-sales of home appliances.

Reporters visited found that many people for the sake of convenience, directly to the appliance repair appliances near the community repair shop maintenance. Huang Haiming, president of the Jinhua Appliance Industry Association, suggested that: “For refrigerators, air conditioners, color TVs, and other home appliances, it is best to use the formal brand after-sales department for repairs and maintenance.” It is reported that the “small household electrical appliance service standards” has officially entered the application At the stage, once it is in place, it will certainly raise the threshold for the industry's after-sales service. Prior to the after-sales service for home appliances, the relevant policies and regulations were lacking, and there was no official supervision, which encouraged hurricane such as arbitrary charges and chaotic maintenance. The introduction of policies and regulations by the country has a catalytic effect on the rectification of the post-sale confusion in the industry: starting from the overall perspective, coordinating industry standards, and eradicating the aftermarket stubborn illness in the home appliance industry.

Reporter's investigation: lack of standards in the industry, unregulated marketization

A few days ago, the citizen Liu told reporters that she bought a Galanz microwave oven at Jinhua Suning Appliance on November 14th. If the result is not used a few times, the machine can start normally without heating. She called the Galanz Service to repair the problem and responded that there would be maintenance personnel contact within 3 days. As a result, 4 days passed and there was still no news.

Why is the big brand's after-sales service done so poorly? Appliances after-sales service has always been one of complaint hotspots, especially for small household appliances after-sales service, more dissatisfaction with consumers. The reporter learned that the current situation is that the current small appliance repair from the charge to the quality of maintenance until after the repair, there are no reference standards, leading to endless disputes.

Appliance repair charges chaos

Charging is the most common issue when citizens repair small household appliances. Ms. Li, who lives in the Nanyuan District of the city, complained that she bought a water purifier. When she bought it, she randomly gave away two sets of filter cartridges, each with a price of 200 yuan. After 3 months, when the filter element was to be replaced, the after-sales service staff told her to collect the 50 yuan fee. When the two filter cartridges were used up, when the third replacement was made, the after-sales service personnel said that the filter cartridge priced at 220 yuan. Ms. Li questioned: "The after-sales service charges are so off-line that it is really a headache."

Mr. Zhang’s home appliance in the Liuhu Garden in the downtown area was broken, and he received a special repair point from the manufacturer to fix it. After a few days of repair, it was broken. However, the second maintenance has to be charged, and a lot of points compared with the first time, do not pay no repairs.

The reporter's investigation found that the maintenance price of small household appliances is very confusing, and the prices of different maintenance points are not the same, even if the prices of the same maintenance point also change. The National Development and Reform Commission issued the "Household Appliance Repair Service Clearly Priced Regulations" as early as December 2005, but it only stipulates that maintenance prices should be clearly marked, and there is no regulation on the level of price. The reporter learned from the price department that the maintenance fee for home appliances is entirely market-regulated, that is, the price is determined by the operator and the consumer agreement. As the price departments, they can only require operators to clearly list prices when they provide maintenance services and inform consumers that they have no right to interfere with how much money they need to receive.

The maintenance process is not standardized

Not only is the maintenance price confusing, but in fact the maintenance process for home appliances is not standardized. In the maintenance of large home appliances will see some maintenance personnel, when the door comes into the door wearing a shoe cover, after the repair will have a call to the after-sales service center. Although the process is slightly simpler and superficial, such a process is generally not available in the field of small appliance maintenance.

The reporter visited the special maintenance shops of several branded small household appliances near the industrial and commercial city of the city, and the understanding was basically the same. Most of these market-oriented maintenance departments are also the maintenance points for several brands, and the maintenance of the special maintenance points after the delivery of the citizens will not return the records of each maintenance problem to the manufacturers. In other words, as far as the maintenance of the maintenance companies is concerned, even the production companies have no way to monitor the maintenance. The maintenance is basically in an unsupervised state, not to mention the maintenance specifications, and this also causes problems for consumers.

When a consumer complained, he questioned: “How can this small appliance be considered qualified?” It turned out that the electric pressure cooker of his home was broken, and he was always in a warm state. He contacted Jinhua special maintenance point according to the phone number in the instruction manual. When the other party heard the fault condition, he said that the heating device was definitely broken and the repair cost was 100 yuan. Consumers think that this price is not as good as buying a new, new 200 yuan. Later, he found a neighbor who knew the circuit to help him look at it. The neighbor said that there was nothing wrong with it. It was a bit dirty inside. Just wipe the contact sheet. The consumer thinks: “On such a small issue, it is necessary to have more than 100 yuan at a special maintenance point. There is no test procedure to draw conclusions and set prices. Their judgment is too subjective.”

Small appliance repairs, it seems that the product is not the same, there is no way to unify maintenance standards, it is not. Industry insiders told reporters that such standards as maintenance inspections, standards for equipment and equipment, qualification standards for maintenance personnel, etc. When these are all regulated, the maintenance industry naturally regulates. However, unfortunately, there is no such standard for small appliance repairs at present, and anyone who wants to do it will do what they want.