3% Of Consumers Are Dissatisfied With After-Sale Charges And High &Nbsp;

The survey conducted by the Provincial Association of consumers around the four household appliances that are essential for television, refrigerators, washing machines and air conditioners in most families. The survey shows that consumers are more recognised for the quality of household appliances. Over 60% consumers of each category believe that the quality is very reliable, while consumers are most satisfied with the quality of air conditioners and the highest dissatisfaction with the quality of washing machines.

Different from the quality of household electrical appliances, the rate of dissatisfaction of consumers on after-sales service has increased significantly, exceeding 5%.

Among the four products, the highest satisfaction is the refrigerator, and the highest dissatisfaction is washing machine 7.15%.

For the dissatisfaction of after-sale service, 34.23% of consumers preferred "expensive and opaque". Consumers generally reflected that the fees paid during the repair period, the big price of the widgets, the start-up cost and the door-to-door fee were either high or unreasonable.

"The commitment to buy products is not at all" ranks second, "installation, delivery and maintenance slow" is also an important aspect of consumers' dissatisfaction.

In addition, "the lack of authorized maintenance outlets, the existence of fake outlets" and other issues also cause consumers dissatisfaction.

The meaning of "warranty" and "warranty" is quite different.

Case: maintenance cost during warranty period

Not long ago, Ms. Zhang's air-conditioner was not refrigerant.

When I first bought the air-conditioning, I saw the commitment of the enterprise for 10 years, but after repair, the maintenance staff had to pay more than 200 yuan for the maintenance cost.

Ms. Zhang challenged the maintenance staff to explain that the air-conditioner she bought had been free for 1 years.

10 years warranty is not free repair 10 years, is guaranteed maintenance, but charges.

Ms. Zhang took out the warranty certificate provided by the company. It was written on the top of it that "after 1 years' repair and 3 years' repair of the main spare parts,"

Reminder: the meaning of a word is different.

Consumers Association reminded that "warranty" and "warranty" although only one word difference, but the meaning is very different.

"

Case: maintenance encounter "Shanzhai" after sale

Mr. Liu bought a full-automatic washing machine malfunction. Because he could not find the warranty card, he searched a website on the Internet that called the professional maintenance of the brand washing machine. The website seemed to be very formal. Below, there were 800 "after sale service hotline" numbers.

He called the phone to explain the failure of the washing machine, the other party sent personnel to repair the house, and spent 400 yuan for a capacitor. After a few days of maintenance, the washing machine broke down again.

Mr. Liu, who came to know his friends, was told that the replacement parts were refurbished old products. Those who came to repair the washing machines were likely to be "Shanzhai" maintenance points.

Reminder: three ways to find formal after-sales service

How to relate to the formal after-sale service of household appliances, the Consumer Association recommends that we first check the warranty documents, instructions and the appearance of the manufacturer's uniform service center telephone; secondly, we will go to the sales shop to inquire about the telephone service of the manufacturer's repair service; third, go to the manufacturer's official website to inquire about the brand's unified full-time maintenance service contact method and repair them to them.

In addition, brand after-sales service personnel on-site maintenance, usually the company's uniform clothing.

After the completion of the maintenance, consumers should keep the maintenance records and ask for the consumption vouchers of the toll items, and complain in case of disputes.

Asking for clear toll standard maintenance

Case: the price of accessories is different.

Consumers Mr. Li reflected that a 42 inch plasma TV set had been broken down for more than a year, and the black screen could not be started.

He contacted a special maintenance point on the instructions, and the other side simply inquired the trouble on the phone. Then he told Mr. Li that since the repair period was over, the maintenance cost had to be taken care of internally, and the door-to-door cost was 50 yuan and the overhaul cost was 350 yuan.

Such charges exceed the psychological expectations of consumers.

Reminder: ask for clear price before maintenance.

Consumers Association reminds consumers that when looking for brand after-sales service outlets, they should first check the charging standards or check in the store.

The price department stipulates that the household electrical appliances maintenance operators shall hang up the maintenance price list and the spare parts price list in the eye-catching position of the operating place or the charging place, and may also publicized the maintenance items and standards through public signs, manuals, rolling screens, etc.

To provide door-to-door service, the maintenance personnel shall produce the maintenance items and standards that are identical with the price list published by the operating places before the service, so as to facilitate users to inquire.

Door-to-door service and collection of service charges should also indicate door-to-door service charges.

The household electrical appliance repair operator shall not charge any unmarked charges outside the price tag.