Why does this happen? What is the product warranty status of the home industry? According to our reporter ’s survey lasting more than a month, the warranty service in the home industry can be described as very uneven. Reputable brands can guarantee more than 5 years of warranty, lifetime maintenance, and even have repurchase services, and some brands even have nominal The one-year warranty may be difficult to guarantee. Phenomenon The warranty of 30,000 yuan furniture is far less than 300 yuan home appliances A piece of furniture with a price of 30,000 yuan is already regarded as a medium-to-high-end furniture in the current market. However, on average, its warranty service is far inferior to that of a home appliance that costs only 300 yuan. Sigh: How short is the one-year warranty The reporter learned from the merchants operating high-end and high-end furniture in various stores that most of them have only one year's warranty time. If they need repairs beyond one year, they will need to pay for the repairs. The chargeable repair period is usually 5 years, and there may be no repairs after 5 years Service, and the warranty period of air conditioners priced below 3,000 yuan generally has 3-5 years, and the paid service usually extends to life. The one-year warranty period, although in line with national regulations, is considered by many consumers to be "very disingenuous." Some consumers claim that furniture made of wood or metal is not covered by the warranty, and that the chance of problems with the furniture within one year is too small, and all repairs will be charged after one year. Two sighs: how to guarantee without a certificate When the reporter visited the store, he found that apart from a small number of more regulated businesses, most furniture and building materials products will not issue product descriptions to clarify warranty responsibilities when they are sold. Some furniture has no official invoice when it is sold, only a receipt or invoice. More importantly, almost no sales staff in a store will actively introduce consumers to after-sales service matters. When consumers actively ask about it, only about 20% of sales staff will take care of him, and even want to put these If you have any questions, please leave. About 10% of the sales staff also said that they were not very clear. Santan: Unclear warranty More worrying is the scope of warranty. The reporter found in the interview that most of the special products are not covered by the warranty, but in the process of consumer purchases, there is hardly any store that takes the initiative to explain this. Moreover, "man-made damage" is not included in the warranty, but what constitutes man-made damage? Most sales staff just said, "Masters come to the door to see if they can tell clearly." This statement will naturally make many consumers feel very tangled. Four sighs: Nationwide warranty is difficult to do In fact, due to the different strengths of manufacturers, not only the maintenance period, but also the service items of home furnishing companies are also very different from the home appliance industry. For example, home appliance companies often set up special distribution centers and maintenance outlets in major cities across the country to accept nationwide warranty. Manufacturers or their special maintenance points will provide uniform standard services. In the home industry, except for a small number of large-scale Enterprises have a nationwide sales and service network, and many companies are basically unable to do so. Five sighs: the door-to-door time is far away Many home furnishing companies have no clear requirements on the warranty requirements put forward by consumers, such as when to reply at the latest and when to go home for repairs. During the interview, many consumers reported that the warranty call was either unresponsive, or that it was annoying to listen to a long recording of the phone call, or that they did not arrange for the master to come home for repairs after several calls. Lose confidence. Six sighs: role model effect is not obvious Of course, the repair service in the furniture industry also has highlights. The warranty service provided by well-known brand merchants is relatively good. For example, the relevant person in charge of Federal Home said that its products will provide about 3 years of warranty service and lifetime maintenance services. --- Wood's warranty period is up to 10 years. The brand that specializes in making sofas, Stiroland, stipulates the scope and duration of after-sales service to be particularly fine. It is clear that the inner frame of the sofa will be guaranteed for 5 years, and the stitching line of the car will be guaranteed for 10 years. Customized cabinet products are generally better in after-sales service. The free warranty period of cabinets of various brands is mostly in 2-3 years, and many companies have lifetime maintenance services. For well-known brands like Oppa, etc., the warranty period is up to 5 years. After the warranty period, repairs are only required for road and material costs. The higher price of mahogany products, its warranty service will be much better. According to Lin Weihua, CEO of "Redwood Classical Furniture Supplier" magazine, many redwood companies have launched "one-year rebate, three-year replacement, life-long maintenance" and other service policies. Well-known brand companies will do better in this regard: For example, Bo Ji Classical Furniture, one of the "Top 10 Most Popular Chinese Redwood Furniture Brands in 2010," has launched a 20-year 30% recycling service; The title of Wu's Xinglong has repeatedly repurchased many of its own furniture at a price higher than the original price. Lin Weihua said that mahogany furniture is different from other furniture. Many modern furniture is useless after a few years, but the older the mahogany is, the more valuable it is. Warranty responsibility. It is a pity that the home furnishing industry is too fragmented, the market share of brand enterprises is not large, the demonstration effect is not obvious, and flaws cannot be concealed. Confusion Consumers are "not clear" of warranty issues Are consumers also responsible? Field survey shows that although most consumers know that furniture and building materials products also have a warranty, and more than 80% of people will take the initiative to understand the warranty and after-sales services when buying, but most people can be "Because more than half of consumers are completely unclear about the warranty period of furniture and building materials, the scope of repairs is even worse. When the quality of the product is in question, nearly three adults will choose to repair or spend money to find someone else. repair. Less than 20% of people actually seek warranty service. The so-called "no slap in the face", was also in the home appliance market because of many rights protection incidents. It is only in exchange for today's standard, valuable home product warranty issues, should consumers also be more proactive and active What about some? friendly reminder How to guarantee the warranty service of furniture 1. Before buying furniture, make overall plans for the purchased products, try to avoid buying a single product under a brand, so as to avoid the impact of the delivery threshold (total amount of purchase), and can also reduce furniture maintenance. Unnecessary trouble. 2. When signing a furniture purchase contract, consumers should carefully read the terms of the contract, do not trust the various oral commitments of the sales staff, and let the merchants implement these commitments in the contract. 3. If consumers have additional requirements for home, they can explain the situation to the sales staff and let them coordinate with the manufacturers or distributors. Some companies with more humanized after-sales services will still give the green light to consumers with urgent needs. 4. The home furnishing industry usually has free delivery installation and commissioning services, but the delivery scope is limited, and the far suburbs often charge, as is the on-site service industry, so be sure to understand before buying. 5. Furniture is generally guaranteed for free for one year, but the situation of each brand is different. The soft equipment is basically without warranty, even for some lights. After the short warranty period, how to charge and other issues, the regulations of various businesses will be very different, so consumers should ask clearly before they can buy. Traceback The manufacturer and seller are not clear about the warranty Why does the warranty service for home products and home appliances differ so much? According to Article 35 of the "Consumer Rights Protection Law of the People's Republic of China", consumers whose legitimate rights and interests are damaged when purchasing or using commodities may claim compensation from the seller, and the seller shall then pay the producer according to the liability Claims can also be made to the producer for compensation. Therefore, distributors and manufacturers must jointly bear the responsibility of warranty. However, some dealers feel that it is not their business to hang high, and manufacturers are often far away from home. The warranty issue will naturally be impossible to talk about. The first reason: the dealer is the main service, and the warranty is mixed In the home appliance industry, the main responsibility for maintenance is often the manufacturer itself. In the home industry, the opposite is true. Most home production companies are small and scattered. Many manufacturers do not have a national complete service system. For consumers, they should It is unrealistic for producers who are far away to seek warranty. Therefore, providing warranty service to consumers is often only a distributor, but most distributors are local. Most home products not only do not have a nationwide warranty, but the warranty service is not necessarily There is a guarantee. The situation of customized products will be slightly better, because the product installation and design services are relatively large, the manufacturers themselves have set up corresponding service systems, and many companies clearly will come to the service within 3 working days or 1 week to allow consumption People are more at ease, and the European school also has a nationwide 400 service phone. The finished furniture may only rely on the warranty service provided by the dealer. Therefore, the uneven service level results: large dealers tend to have their own independent because they pay more attention to their brands and are more powerful. Maintenance team. According to Xie Wenxin, assistant general manager of Jianmei, they can provide 2 years or more warranty service for the full range of products they sell. Even if they no longer represent the furniture of the brand in the future, they will be responsible for the warranty service after the warranty period. In addition to very remote areas, generally only charge material cost. Another example is Suigang Continental Furniture. They will provide a 3-year warranty and lifetime maintenance services. The warranty scope will be clearly written on the product description, and no fees will be charged for those who meet the warranty scope. However, there are many small dealers in Guangzhou now, and the total market share is also large. Many small dealers do not have the maintenance conditions. If it is a large-scale repair, responsible small dealers often need to be shipped back to the manufacturer. It takes a long time to carry out repairs in the city where it is located; dealers who do not have a sense of responsibility will push things away. After all, "artificial damage" is not covered by the warranty, but what is "artificial damage", but consumers Often want to argue. Moreover, some small dealers are not strong in their own brand awareness, and the agency period is signed for several years, and subjectively believes that the warranty service is not good and the damage is not their own brand, so they leave the dealers to shirk the responsibility for maintenance Bane. Secondary causes: Distributors often change, no warranty for withdrawals What is more sad is that the agency contract between some home furnishing manufacturers and dealers is signed every few years, and in recent years, there are many new home furnishing stores in Guangzhou. The competition is fierce and the industry has a high rate of elimination. It has become a "water soldier" in the iron barracks of the store, and the store is not very willing to bear the warranty responsibility for the products sold by the leasing merchants. The reporter found in the interview that if there is a quality problem, almost all stores are willing to help consumers and dealers to negotiate, but the relevant person in charge of the store also privately admitted that this kind of negotiation is often pale and weak, in fact Mainly depends on whether the dealers themselves are willing to be responsible; as for the dealers who have withdrawn, half of the stores said: "It is very troublesome to have a warranty." In fact, according to Article 38 of the “Law on the Protection of Consumer Rights and Interests of the People ’s Republic of Chinaâ€, if the consumer ’s legitimate rights and interests are damaged when buying goods or receiving services at the rental counter, he may demand compensation from the seller or service provider. After the expiration, you can also ask the lessor at the counter for compensation. Although the situation of the home store may be a little different, for dealers who have withdrawn from the market, there are certain joint and several liabilities for the store. If the shop is rented out, will the store lose control? The experience of some well-made stores is worth learning from peers. For example, Jinhaima has launched a five-level service commitment, including advance payment, return of difference, 30-day unreasonable return, green environmental protection and comprehensive after-sales protection. Among them, comprehensive after-sales service clearly stipulates that the seller must have at least one The warranty period is one year, and it bears the responsibility of lifetime maintenance, and it must be answered within 24 hours for the content that belongs to the free door-to-door service. The store will charge a certain deposit to the entry operator to ensure that the other party complies with the contract. Chen Jin, general manager of B & Q Guangzhou Tianhe Store, said that B & Q will be fully responsible for the goods sold. Manufacturers in the local area should go to repairs as soon as possible. If the manufacturers are in the field and repairs are inconvenient, replacements will be arranged as soon as possible. Of course, not all stores are as strong as Jinhaima and B & Q. For some small stores, it is already very difficult to attract investment. Naturally, they dare not intervene in the service commitment of the merchants entering the market, and they can only open their eyes when problems arise. Close one eye. Put Polyurethane On Brick,Porous Paving Materials,Polyurethane Sealer,Polyurethane For Brick Floors Zibo Century Union New Building Materials Co.,Ltd , https://www.cum-sports.com
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Analysis of the chaotic phenomenon of the home industry warranty how to guarantee the furniture warranty service
Did you guarantee the purchase of household products? In response to this problem, a reporter from this newspaper recently visited a number of local home furnishing stores and conducted a sample survey on multiple consumers. The data shows that less than 20% of consumers have received warranty service, which is a big gap from more mature industries such as home appliances, telecommunications and gas.