Thousands Of Shoes Wear For Half A Month, Fade And Break Holes.

Case replay: a few days ago, Miss Xiang told reporters that in February 6th this year, she bought a pair of high heeled single shoes at Stella Luna ladies' shoes counters in a large shopping mall in downtown area.

In the following half a month, she wore 4 times, and two black metallic heels began to fade, and even two small holes appeared, showing two uneven white.

After a closer look, the original white part is the primary color of the heel. The black metal color is wrapped outside the heel, and the outer package breaks two holes, so the white inside is exposed.

In February 24th, Miss Xiang took the damaged shoes to the counter for processing.

The shop owner promised to contact her Shanghai head office before replying to her.

However, after three days, Miss Xiang still did not receive any reply. After calling the shop owner again, she learned that the shop had taken the damaged part of the shoes to the head office after being photographed, and the head office had identified it as an artificial damage, so the shop owner was not responsible.

Miss Xiang said, "when the new shoes are bought, I will not wear them out on rainy days."

Do not recognize the shop's argument.

After several negotiations, the shop promised to repair the faded part of the heel free of charge, but the repair of the heel hole required Miss yuan to pay 60 yuan, and the shoes need to be sent to the Shanghai head office for repair.

Miss Xiang disagreed with this approach.

After Miss Xiang complained to the customer service department of the shopping mall, the shop agreed to negotiate the cost of repairing the hole, but also said it did not guarantee that the shoes after repair would no longer fade.

Finally, under the joint mediation of the municipal Consumer Council and the shopping malls, the shop returned the Miss yuan's total purchase of shoes for 1380 yuan.

Consumer committee: Lu Fang, Secretary General of Lucheng Consumer Council, thinks that the after-sales service of this case lacks responsibility.

First of all, in the determination of liability for shoes damage, businesses are unfair to consumers.

When consumers and businessmen have a dispute over the quality of footwear, they need to be sent to the authoritative inspection department for identification, and the businessman is only unilaterally identified as artificial damage only by taking photos to the head office for identification.

Secondly, the fifth Interim Provisions on the three package of footwear commodities in Zhejiang stipulates that the "three package" of the footwear of more than 300 yuan is valid for 120 days, and consumers can request the operator to return, replace and repair the goods within the time limit according to the invoice or the "three pack" certificate.

The businessman initially declared that he was not responsible for the fading of shoes. This behavior obviously did not meet the requirements. After that, although the merchant promised to repair it, it said it could not guarantee that the color would not fade after repair, which was in conflict with the twelfth provision of the method, that is, the operator must fix the quality of the repaired products.

Small new viewpoint: in this consumer dispute, Miss Xiang regrets not only the poor quality of the thousand yuan single shoes, but also the service attitude of the businessmen.

Such a result is not a good thing for a professional brand.

Consumers spend money not only on a pair of brand shoes themselves, but also on the culture, marketing and services behind the brand.

As a professional brand, only to provide the satisfaction of the customer service, can establish a good brand image among consumers, can produce the "word-of-mouth" effect that merchants desire, and successfully carry out a series of brand promotion and expansion.

In this sense, service is not only a service, but also a marketing way of brand.

Which is more important? I believe businessmen have their own decisions.