Approaching the New Year, Mr. Liu of Jilin to celebrate the move hi, to the new house to buy a Samsung multi-door refrigerator, did not expect but out of the oolong.Receive the refrigerator not only 'goods wrong section', also requested the return has repeatedly been rejected, stores Even claimed that 'the color on the line, the other no matter!' A series of negotiations and quarrels so that Mr. Liu is very worried: 'good housekeeping hi all broke.'
Recently, Ji'an, Jilin Province Consumers Association sent a letter Samsung manufacturers and initiated a mediation, Sina Guangdong complaints are also involved in handling and found the incident was actually 'old and new GB' blame. January 14, Samsung eventually sent home car manufacturers for consumption However, according to a survey conducted by Sina Fast Complaint, it was found that the state implemented a new standard for refrigerator power consumption and energy efficiency rating for one year. There are still some new and old standards in the market that alternate with each other to remind consumers to pay particular attention to screening.
Samsung refrigerator home delivery found wrong paragraph: energy level 1 level 2 level
On December 1, Mr. Liu ordered a refrigerator at the Samsung store in Da'an City, Jilin Province. At that time, referring to the parameters of the sample on the left in FIG. 1 and repeatedly confirming that the golden section must be confirmed, he did not agree to pay the deposit. A full day. 'A few days later, Mr. Liu received the refrigerator, but found that the goods are not right,' parameters with the previous requirements do not match, energy levels and size are not right. '
The picture is for consumers
Mr. Liu said he was particularly concerned about this parameter, before buying also carefully studied, you want a level 1 energy consumption, the color requirements of gold is with the home decoration style more ride, 'the color is golden is not wrong, The refrigerator energy level is 2, not before the level 1, the size is not agreed 620L, but 638L '.
Communication with the store to return fruitless, Mr. Liu help Da'an Consumers Association for mediation.December 2, Consumers Association store to collect evidence, according to Mr. Liu reflected, when the two sides also took place in stores, chasing abuse, the scene is very confusion.
In view of tough store insist on not returning, Mr. Liu called Samsung customer service complaints, at first, 'Samsung can not control the agents', but more than half a month later, Samsung Northeastern region sales manager had contacted Mr. Liu, suggested improvise, Give some compensation, but Mr. Liu did not agree.
Since then, no progress has been made. On January 8, Mr. Liu initiated a complaint on the Quick Complaints Platform of Sina Guangdong and hoped that the store would refund the goods and make an apology.
Mr. Liu received the goods in the refrigerator
'The refrigerator has been shelved at home, there is no place where vegetables and eggs stored, throw away a lot, affecting the family mood.' Liu said: 'even more exasperating is the same paragraph online selling more than 4,000, other physical stores also sell 5900 I spent 7200 yuan.
Samsung store: 'color on the line, other no matter'
Face to face to order the refrigerator, how can 'goods not money'? Sina Guangdong fast contact Samsung store contact me, the store official said that the consumer is facing the store under the white mockup, the request must be golden color , But denied the refrigerator parameters that consumers emphasized, 'At the time he just said that it must be this model, the color should be golden, not to say parameter problem'.
From the receipt of view, the two sides agreed model is 62K6000, 620L gold, the price of 7200 yuan. Store manager said the refrigerator sent to meet the requirements, as for why the parameters are not the same, the official said: 'color on the line, No matter what else, the refrigerator quality is no problem, why should return.
Samsung manufacturers: the country replaced the calculation of energy consumption standards
The same refrigerator, the color is not the same, the parameters are not the same? Sina Guangdong complaints contact Samsung customer service, customer service said there are two 62K6000, different color numbers are different, but the same parameters of the refrigerator.
Since it is the same parameters, why consumers in the store to see the white section is a level of energy consumption, and the arrival of the gold section into a level 2? Samsung Northeastern Area Manager Song said the consumer was in the store The prototype looked was produced before October 1, 2016, and the refrigerators after receiving the goods were produced after that. The parameters are not the same because 'national standards' have changed.
It is reported that on October 1, 2016, the state implemented the new version of "household refrigerator power consumption limits and energy efficiency rating", the new standard to improve product evaluation, testing and calculation methods to make the product more power consumption test value In line with the actual use of power consumption marked with comprehensive power consumption and standard power consumption, the two power consumption have reached the appropriate standard, can be labeled as a 1 to 5 energy label.
Therefore, the refrigerator produced after October 1, 2016, the label parameters are in accordance with the new standard implementation. 'The new GB more stringent requirements, energy consumption parameters will be changed to 2, but the refrigerator has not changed the quality and technology, There is no shoddy. 'Song said.
Daan Consumers Association: poor attitude of dealers Samsung manufacturers have returned
On the morning of January 12, Sina Guangdong quickly contacted the Consumers Association of Da'an City to understand the progress of the incident. President Xiao Consumers Association said: "The attitude of the dealers is not very good. At that time, there was a dispute with the consumers, and the Consumers Association could only play Mediation, there is no right to request the dealer returns, so we later find Samsung manufacturers to communicate the matter, there is no result.
It is reported that on December 8, Daan Consumers Association sent a letter to the Samsung factory after-sales investigation of the incident, after-sales manager of Samsung Northeastern Manager Song conducted a reply, said the refrigerator quality is no problem, 'this reply with what we actually want to investigate Too consistent '.
President Cao told Sina Guangdong quickly complaints, 'proof of purchase with the delivery of the product is really not the same, consumers want that golden refrigerator, some still on the market, but to transfer goods from other places. Manager Song of Northeast Samsung sales manager also conducted face-to-face communication, hope that the Samsung manufacturers to consumers or change, Song said the manager will actively coordinate processing.
After Consumer Association and Samsung manufacturers repeatedly communicate, January 14, Samsung sent car pick-up, and has given consumers a refund January 16, Sina Guangdong quick return visit Da'an Consumers Association President Cao, Cao President said that although this matter dragged some time, but the final return can be regarded as a satisfactory solution.
According to President Cao feedback, post-sales manager of Samsung Northeastern Song Manager also explained why so late to return success, 'This is related to the management of Samsung, the matter involves the sale, the market and other departments, and each department is responsible Areas are limited and communication costs are high.
Old and new GB transitional problems left merchants should be reminded accordingly
It is reported that "household refrigerator power consumption limits and energy efficiency rating," the new standard release time for the end of September 2015, the implementation time for October 1, 2016, the transition period of one year. As of today, the new old superscript alternate Of the transitional period has passed, but from this case can be found in the market there is still the old and new standards alternately lead to sales problems left over.
Sina Guangdong fast complaints in the days of Tmall, Suning, Jingdong, Gome platform for the four e-commerce platform in the search with the same section of the refrigerator, were found on the new energy-efficiency labeling for the relevant instructions to remind and said the new standard power consumption test Methods and standards for energy efficiency standards are more stringent, so the energy efficiency rating has also been adjusted accordingly, Samsung energy efficiency labeling from one level to two.
However, the consumer Mr. Liu in the Samsung store to buy, the dealer did not make the appropriate reminder, and the prototype in the new standard before the production, which led directly to the occurrence of this conflict.
Sina Guangdong fast complaints are also reminding consumers, when buying the refrigerator must pay attention to energy efficiency labeling, looking for the purchase of new energy efficiency standards (ie national standard GB12021-2015) under the refrigerator, if found in the production of old energy efficiency standards Under the refrigerator products go to the relevant departments to report.