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Luxury Luxury Sales After The Year Of Complaints Accumulated 1000 Pieces Of &Nbsp; Luxury Value Is Not Worth "Luxury".

2012/3/21 13:46:00 14

In recent years, countries around the world

Luxury brand

Taking China's entry into the WTO, the Chinese market is rapidly gaining ground.

According to official data released by the World Luxury Association in January 11, 2012, the total consumption of China's luxury goods market has reached US $12 billion 600 million by the end of 2011. It has jumped the number one spot in the world, causing a big stir in the industry. 12.

At the same time, luxury luxury sales complaints are increasing year by year, as Tang Jiansheng, Vice Minister of legal affairs of the Shanghai consumer rights protection committee, said: "for many international brands, their attention to Chinese consumers' rights and interests far outweigh their emphasis on consumer wallet in China."

World Luxury Association

Consumer

According to statistics from the center for rights and interests protection, since March 2010, the association has received 1237 pieces of complaints about all kinds of luxury brand after sale, accounting for more than one million watches and tens of thousands of packages, including 67% of complaints about commodity quality, 33% of complaints about after-sale services, and 26% of the cases solved. Most of the consumers who submitted complaints expressed dissatisfaction with the luxury brand's after-sales attitude.

There are quality problems with millions of dollars bought.

Having a world-class list not only highlights a person's unique taste, but also reflects a person's social status, social wealth and so on.

However, with the popularity of world watches in the Chinese luxury market, the defects behind the list have also been highlighted.

For China

Luxury goods

For consumers, most famous brands in the world are "outsiders".

Many consumers have encountered similar problems.

A million dollar Swiss watch bought two or three years ago did not suddenly go away. It was told that the store had been informed of the warranty period by the staff. After the inspection of the maintenance department, the answer was that there was something wrong with the movement of the watch, which could not be repaired in China, and it needed to be sent back to the production place to repair Switzerland. The freight cost would be 400 yuan, which would be borne by the consumers.

Miss Lu, a Guangzhou citizen, bought a brand name list at the beginning of the year, and slowed down for an hour in a month.

After the repair, the watch is still in trouble. If it wants to replace it, it will be told by the seller that "no watch can be changed in any case".

Then Miss Lu hoped to find a solution from the brand dealer, but encountered no response after the sales call was not answered by the official website.

As an industry watchdog, the World Luxury Association believes that these problems are the result of imperfect after-sales service system in the world name list.

It is understood that the maintenance and repair of the watch is expensive. Generally, ultrasonic cleaning costs a few hundred yuan, and it costs about 2000 yuan to open and maintain the movement.

If the parts are damaged and replaced, the price will be even higher. The specific price is determined according to the price of the table. The more expensive the meter is, the higher the maintenance cost will be.

At present, there are two ways to maintain the name list in China: one is the specialized fixed-point maintenance center; the two is through the watch seller to the special repair point to repair.

However, most of the maintenance points are located in the professional stores or their own companies, many consumers do not understand, and because the after-sales service center set by the manufacturers is very rare, so there are many difficulties in the supply of accessories, many times need to go.

Shanghai, Beijing

The maintenance department of factories in big cities should be maintained.

According to the industry, "watches are like cars, and they need regular maintenance. The appearance of the watches is usually made of gold K platinum, made of high-grade animal skins, and will be corroded by sweat acid and air for a long time. This requires regular cleaning, polishing, polishing and refurbishing.

Good things are also inseparable from maintenance, only long-term maintenance can reflect its value.

However, after the maintenance of the name list, the major brands do not have any standard after-sale maintenance.

Some people say that the difficulty of after-sale of the big names in China is to stimulate consumers' re consumption in China's list.

Ouyang Kun, executive director of the World Luxury Association, executive director of China luxury industry, told reporters that after sales service is an important part of enterprise management and an important guarantee for enterprises to remain invincible in competition.

In order to regulate China's luxury market, the World Luxury Association is now establishing a joint supervision mechanism with the China Consumer Association of the General Administration of industry and commerce, and will conduct an in-depth investigation of the luxury brands that are the key complaints. The findings will be released through the official announcement of the World Luxury Association to warn the bad behavior of the consumer market.

The World Luxury Association hopes that by supervising the market behavior of luxury brands, the luxury brands of various countries will be clarified and magnified and the after-sales service black holes will be magnified. Service standards will be set up to enable the media and the public to supervise them, remind them of after-sales service and product quality, and safeguard consumers' vital interests.

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Tens of thousands of packages make consumers headache.

In recent years, with the emergence of China's middle class, buying tens of thousands of famous brand bags to reward themselves is no longer a novelty, but the quality problems of naming packages are increasing day by day, and the complaints are also continuing.

"Bought Gucci (GUCCI) bag, in less than two months appeared quality problems, GUCCI official website even no after-sales service phone and quality complaint phone."

"The four horns of some famous bags fade after more than a month."

When consumers encounter such situations, it is difficult to get the expensive after-sale service.

Because the licensing mode and distribution channel of international luxury brands are more complex, many stores seem to be the same. In fact, some of them are direct outlets, some are "general agents in China" and others are two or three tier agents.

Therefore, it is very important to establish a direct communication channel between consumers and Brand Company, otherwise, if there is a dispute, stores or salesmen may shuffle each other, and Brand Company will take the opportunity to evade responsibility.

The World Luxury Association is expected to regulate market supervision.

The World Luxury Association and the China Consumer Association say that luxury complaints are a problem that can not be ignored. The Chinese people's enthusiasm for luxury goods should not be left behind by the international luxury brands. Meanwhile, the World Luxury Association will jointly supervise business and customs, and supervise and track the sale and service behaviors of luxury brands in the world, mainly to protect the interests of Chinese consumers and avoid the consumer disputes caused by the quality problems of luxury brands, such as imperfect after-sale products. At the same time, the World Luxury Association and relevant government departments will gradually improve the relevant supervision system and industry standardization of China's luxury consumer market and establish standards.