Double 11 is coming, the major businesses have long intense preparation for the annual e-commerce war as early as three months ago, Alen air purifier set up in Asia Pacific Customer Service Center, full support for the upcoming double 11 shopping Carnival.
E-commerce platform and brands ready, consumers are also gearing up, ready in advance.Liu, who lives in Guangzhou, although the usual frequency of online shopping is not high, but her shopping cart on Tmall has long been stuffed. As small as toothpaste, as large as household appliances, she is ready, waiting for the double 11 day immediately after the payment.
In this regard, Ms. Lee's husband, Lee has reservations, he believes that although the e-commerce platform shopping fast and convenient, but the quality of service is much worse than in the physical store, especially in the case of buying large items will not consider the line Mr. Li said his colleagues around, have complained about the goods shipped on time after the double 11 shopping, or even out of stock refund. Even if the smooth delivery, but encountered warehouse explosion warehouse, express change Slow delivery, the shopping experience has become extremely poor.
Consumers are gaining more and more advantages in the e-commerce environment
As for the problems that arise in the era of e-commerce, industry experts said: "These situations did indeed emerge in the early years. When the e-commerce business was just beginning to develop, a set of mature operating and management rules were yet to be formed. Under a chaotic order, consumption Is indeed at a disadvantage.With disputes with businesses, consumers are difficult to maintain their legitimate rights and interests through litigation, and even litigation will encounter litigation costs are too high and the burden of proof.However, the development of e-commerce today, Has set up a set of very effective management mechanism in this management mechanism, the e-commerce platform will strictly review the qualifications of settled businesses, and consumers can also evaluate the merchandise and services businesses in the business received Poor assessment will seriously affect weight rankings and the overall rating of these measures are well protected the interests of consumers, which is e-commerce platform can be developed today and the reason for the bigger and bigger.
The new consumer rights protection laws promulgated by the state in 2014 added and corrected many of the clauses directly related to e-commerce In terms of returns and exits, advancing with the new consumer spending regulates consumer empowerment and increased Seven days unconditional return policy .This Ordinance applies to most of the goods sold on the e-commerce platform.Law of online consumers into the legal protection of the protection, which is undoubtedly a great progress .7 days no reason to return to become consumer protection Who's a weapon.
Unconditional return! Seven days is enough?
Seven days after the receipt of the goods for most consumers is enough, some businesses autonomously extended to 15 days no reason to return.For the online home appliance products, is enough for consumers to have a good trial experience? I believe that seven days unconditional returned only to ensure that consumers check the purchase of goods is intact and can be used normally.But there is no way to ensure that the electrical products are effective, if after a period of trial found that product performance is not as advertised as the same. Thousands of large appliances, consumers can only 'dumb to eat berberine'.
As one of the home appliances, Alen air purifier in 2005 in the United States began to develop, they noticed that the problem of consumer returns, has been in a 'customer first' brand philosophy, Alen hope that the air produced Purifier can really help consumers, the most important thing is to make consumers truly satisfied. So Alen first proposed to provide consumers with 60 days no reason to return policy of service commitment, established the industry's highest consumer experience standards, and therefore Win the consumer, win the market.
After entering the Chinese market in 2013, Alen Air Purifier did not shrink its after-sales service due to the differences in national conditions between China and the United States, and still implemented the 60-day no-reason policy for return with the United States.
Not only that, Alen's 'customer first' brand philosophy is also reflected in the pre-sale service - carefully listening to consumer demand, so that consumers buy the right and not expensive products. Ding working in Beijing because the fog Haze problem, want to buy an air purifier for his residence.At the recommendation of his American colleague, he found Alen customer service plan to purchase a P1000 product.Alen customer service is listening to Mr. Ding's actual needs and residence environment After recommending him to buy F750 products, because Mr. Ding's residence is a new home, there is formaldehyde hazard, and Mr. Ding's residence is a single apartment, small area. Compared to P1000 products, F750 although lower prices, but also can absorb formaldehyde, but also More suitable for the actual use of Mr. Ding area.To this, Mr. Ding said he felt at Alen is different from other brands in the industry with a good shopping experience.
No 'extended warranty' concept, Alen Air Purifier promotes lifelong service
In addition to legal progress, the e-commerce model is still constantly optimizing their services to make up for offline service loopholes in the store.For example, the traditional appliance stores extended warranty service, it seems for the sake of consumers, there is a real Many drawbacks, thus damaging the rights of consumers has been criticized by the people.In recent years, inspired by the e-commerce model and under the influence of the Internet + innovation mode extended warranty service has begun to appear and grow with the offline store extension Different services, extended service provided by B2C business platform brings together all the existing domestic available through the e-commerce sales of original warranty service products, and to promote the original warranty for the purpose, in an attempt to provide consumers with a convenient , Rest assured that extended warranty service platform, in order to avoid good and bad third-party maintenance to consumers loss of rights and interests.
Martin Lau, General Manager of Alen China, said: "I am very happy to see these changes because we can see that these policies are to protect the interests of consumers, and our Alen air purifier has always been the brand idea of conspiracy And together!
In fact, Alen air purifier excellent service quality is not only reflected in the pre-sale and after-sale '60 days no reason to return policy, but also in its warranty service embodied most vividly.At present, the air cleaner market in China, Other brands have an average warranty of three years and consumers can extend their warranty by paying an extended warranty. Alen air purifiers further improve warranty service without the extra charge for Alen air purifiers in the industry The only limited lifetime warranty provided.
In this regard, returnees Miss Huang deeply touched.She returned from the United States in 2013 she returned, that the good reputation in the United States Alen air purifiers also have sales in the Chinese market, gave the family bought a Alen A375 model empty Earlier this year, the A375 display has been using almost 4 years of digital display fuzzy situation, so Miss Huang call Alen's customer service call for replacement of a machine Although the Alen air purifier A375 model has long been discontinued, but because Its commitment to life-long warranty service, so Alen retained a certain stock of the A375. After communication, Alen customer service quickly changed to Miss Huang A375, Miss Huang also sincerely praised: 'Actually I just started not Reported expectations, after all, A375 has been discontinued for a long time, but try to hold the attitude, did not expect Alen customer service is very easy to help me change one. A product can be discontinued but also for the old customers Warranty service, I also served!
Currently, with the imminent arrival of Double Eleven, just set up soon Alen Asia-Pacific Customer Service Center has entered the state of preparation. Alen China Marketing Manager Nikki Leung said: 'due to the impact of fog and haze, autumn and winter is an empty net High season.According to our experience in previous years, it is forecasted that Alen air purifier will have a strong sales growth of "Double 11" this year.However, with the increase of sales volume, how to ensure Alen's service quality is an important work of our team during this year's double 11 Content.At present, Alen's Asia Pacific customer service center has been vigilant.The customer service staff are required to carry out rigorous American-style training and assessment, the training covers the pre-sale product consulting Q & A and after-sales problems. 'Professional and sincere , Efficient 'is our job requirements for each Alen customer service.Every customer service must have professional customer service business skills, need to become an empty net expert.Of course, in order to allow each customer to enjoy the most pleasant communication, Alen customer service are in line Communicate with old friends, sincere and dedicated to provide specialized services.
Speaking of the changing consumer status in the era of e-commerce, Nikki Leung said: 'The Alen Air Purifier is following the values of our brand founder, Warburg Lee, both in the United States and in China. "Everything we do , In fact, 'Help people live better'. In fact, I believe, as long as Alen has been implementing the '60 days no reason to return' and 'lifetime warranty service' after-sales policy, our Alen consumers no matter what Time, can do God. '