March 5, China Electronics Chamber of Commerce Consumer Electronics Survey Office United Color TV Innovation Alliance, Suning Tesco jointly organized the '2018 China Color TV Product Quality and Service Symposium' held in Beijing at the meeting, "2018 China's color TV product quality (Hereinafter referred to as "Quality Report"), "2018 China TV Product After-sales Service and Customer Satisfaction Research Report" (hereinafter referred to as "Satisfaction Report"), and the satisfaction report shows that TV satisfaction and after-sales satisfaction basically remained stable, Mainstream color TV enterprises Hisense, Changhong, Skyworth, Konka, Sony and other two indicators were higher than the average level, domestic brands overall better than foreign brands.After-sales service complaints hardest hit mainly in the Internet TV service rights protection difficult, intelligent television software More problems and other issues.
The phenomenon of virtual standard color TV still easy to buy traps consumers fall
In China's home appliance market, color TV category is the most fierce market competition, the sales process, resolution, viewing angle, contrast, reaction time and other indicators have become the theme of brand competition, although consumers do before the purchase Enough homework, but accidentally still fall into the trap of product virtual standard, the satisfaction report shows that the product virtual standard mainly manifested in: resolution shrinking, exaggerated response time, virtual standard visual angle and other issues.For example, the resolution , And some color TV product label is 8K, the actual resolution may be only 4K, and marked 4K, the actual resolution of only 2.8K, under normal circumstances, consumers can not judge the naked eye, which gives the rights and interests of the difficulty .
Dr. Zhang Subing, Director of the Digital TV Compliance Test Center of the Ministry of Industry and Information Technology, said that the rapid development of color TV innovation technology has promoted the continuous improvement of the technical specifications of color TV products. However, the pioneering market rules of innovative technology lead to many color TV products going on the market without reliability test. Virtual phenomenon can not be completely eliminated, which requires consumers to buy time, polish eyes and observe whether the product after third-party certification, after more experience to buy.
Internet TV brand down 'behind the things' difficult to reason
Since last year, the Internet television "Legion", which was once in full swing, has been on the decline. The market share has seriously shrunk. Some brands have quietly fallen down and others are still lingering. Yes, if the product appeared quality problems, after-sales service can find it?
Internet TV product launch time is short, the channel layout is not perfect, and has long focused on sales, more neglected after-sales service system, the brand fell, the after-sales service is nowhere to be found.On the surface, the Internet TV brand after-sale policy And promised very place, but after-sales service chaos has always existed.It is reported that after the decline of many Internet TV brands throughout the country aftermarket outlets in the basic stagnation or disappear.
In such circumstances, consumers should maintain their rights and interests, repair or replacement of television? Experts at the expense of consumers a trick, color TV manufacturing enterprises do not fulfill the three guarantees in accordance with the provisions of the consumer, consumers can product quality supervision department or Consumers associations to appeal, you can also ask the seller to fulfill this obligation, because there is agreement between the two parties.In addition, consumers can also be resolved through legal channels, such as to apply for arbitration, but also to the court.
Artificial intelligence TV market 'fake face' frequently soft fault rights protection is difficult
In 2017, both domestic and foreign color TV enterprises launched TV products that use artificial intelligence as a selling point. According to AVC offline monitoring data, in 2017, the proportion of AI TV products in new models of listed TV reached 23 %, Artificial intelligence television is becoming the next hot spot in the color TV market. "Search for" artificial intelligence television "on Jingdong with a result of up to 180. However, not all the" artificial intelligence "labels are artificial intelligence television, there are Can only achieve simple voice interaction and lack the ability of 'cognitive-judgmental-decision' unique to artificial intelligence.
Zhang Subing introduced at the meeting, in July 2017 on the market of Chinese and foreign color TV brands of artificial intelligence television speech recognition and intelligent testing, the results show that in speech recognition, the overall accuracy is higher, but there are some prototypes The accuracy rate does not reach 95%, the recognition time level is also uneven, a long time can be close to 5 seconds, short only about 2 seconds in the intelligent Although there is a big improvement, but away from the real artificial intelligence television there is a certain gap.
Experts at the conference said that compared with intelligent television, artificial intelligence television should be able to have more adaptive, self-learning and self-growth features, such as having user habits to capture, experience intelligent search and intelligent recommendation, and more intelligent services Etc. At present, the market for artificial intelligence television is relatively confused, and once there is a soft fault problem such as a low voice recognition rate and poor intelligent experience, the consumer will complain to no one, so it is urgent for the industry to promulgate the relevant norms so that the rights of soft fault It is well documented.
Wisdom retail sales surging more favored by consumers
Satisfaction report shows that consumers in the purchase of color TV channels, home appliance chain stores accounted for 57%, indicating that consumers are increasingly inclined to buy from the offline, pay attention to experience, which is why e-commerce platforms have power line Market reasons.At present, the electricity supplier giants have fought offline market has become a trend, smart retail surging, Suning's retail O2O model is a model.
It is understood that in Suning, the service has become an accessible product. Suning easy to buy Suning help off channel, has more than 2,000 sku-level service products, its service categories cover home appliances, electronics, home, housekeeping, automobiles, Integrated systems and smart products, behind the 5500 service stations, nearly 50,000 service engineers, 4000 platform service products merchants, will bring consumers the entire region, all categories, all intimate service.
Participants from the perspective of after-sales service analysis of why home appliance chain channels to become the first choice for consumers to buy color TV, at present, the e-commerce platform in addition to proprietary products, as well as third-party sellers, if you buy a third-party seller's products, After a problem arises, the cost of time and the difficulty of rights protection will increase, not as fast and convenient as the one-stop service provided by offline physical stores.
Product quality and brand has always been the most important two factors affecting consumers to buy television, and this year's satisfaction report shows that after-sales service has become equally important with the brand consumers to buy the main factors television, the famous appliance experts , Lu Renbo, deputy secretary general of China Electronic Chamber of Commerce said that from the consumer level, the service is a mirror of corporate brand image, high-quality after-sales service will help enhance the corporate brand image. With consumers on sale Services pay more and more attention, which requires color TV enterprises attach importance to the rights and interests of consumers, and further improve the TV service system to lift the consumer's worries.