According to the statistics of the Beijing Consumers’ Association, in 2017, home electronics and electronics ranked first in the complaints market, and the number of complaints reached 4,267 in the year. Many of them reported that the “black service point” posing as after-sales of the brand caused the quality of service not to be obtained. Guarantee, the price is vain. According to the latest statistics, in 2020, the income of home appliance service industry will exceed RMB 1 trillion. While sharing huge cakes in the industry chain, how to standardize and professionalize after-sales service for home appliances has also become the focus of attention in the future.
Repair is not as good
The smart rice cooker at home was broken. He took it to the repair station. The maintenance master said that the heating tube inside the heating plate had been blown, and it cost 130 yuan to replace it. However, the replacement heat pipe was bought from hardware accessories stores. The master also said where all this was done. ' Ms. Yan was very upset, but she had no choice but to finally buy a new rice cooker, and decided to try to repair the small appliances afterwards.
There are not a few people who are dissatisfied with the maintenance of home appliances like Ms. Qi. With the upgrading of home appliances, the internal structure is modular, and old-fashioned repair shops are becoming more and more difficult to do the job. The trend of home appliance repair is not as good as it was. Reporters went to some repair shops to learn that maintenance costs are too high, and maintenance quality is difficult to guarantee. This is a major problem for home appliance repair. Among them, small household appliances priced from tens of yuan to a few hundred yuan show a trend of 'not being able to change', some 'Three non-products' has become almost a one-off item. Maintenance masters are reluctant to repair small appliances. A home appliance repair master in the Sun Palace area in Chaoyang District told the Beijing Business Daily reporter that the small appliances that go to the shop to repair are gas stoves. , Rice cookers, Induction cookers, etc. The price of "big things" is about four or five hundred yuan. Their average maintenance price is between 50-100 yuan. For small household appliances like tens of dollars like an electric kettle, changing the heating rod requires 50 yuan, it is better to buy a new deal. 'Now the maintenance costs of small appliances as long as more than 50% of the purchase price, I would recommend a new customer.'
Short board highlights
Still selling light repairs, is a common phenomenon in the current home appliance industry. The Beijing Commercial Daily reporter found that at the Jingdong Mall, many consumers gave bad reviews for many products, but the manufacturers' responses were too official.
After sucking the two beds down, the machine's hot air is very bad, sweating, 'in less than five minutes, the sound is like a tractor, the machine is hot enough to be a heater'. A small, hand-held bed from Leica is hot. The machine has been questioned by some consumers because of overheating and noise problems. However, the explanation given by Lectra to consumers is: 'Our machine is 500W of high power. You can directly push it when cleaning your bed or sofa. , High-power electrical appliances will naturally dissipate heat during the work process. Our machine has overheat protection function. You can use it safely.
Experts said that the after-sales service of home appliances is closely related to the vital interests of millions of ordinary people, timely maintenance of after-sales service, good or bad attitudes, reasonable fees, etc. All piles and piles reflect a responsible home appliance manufacturing enterprise. Professional ethics and the role of the community have played a decisive role. Today, the status quo of home appliances after-sales service is not satisfactory. People's complaints about the ineffective after-sales service of home appliances, and concentrated reflection of the appliance manufacturers in the maintenance of the basin's short board and soft underbelly.
Urgently required specification
On March 15, at the “3.15 Consumer Rights Protection and Innovation Conference” held by the China Household Appliance Service and Maintenance Association, Vice Chairman of the China Household Appliance Service and Maintenance Association, Li Shanlin, disclosed that the appliance service industry experienced repair, maintenance and repairs. Service, service and service development process. In 2017, home appliance installation, maintenance, on-site service, and parts service revenue reached more than RMB260 billion. The total cost of new services such as cleaning, maintenance and maintenance solutions reached more than 2,800 yuan. Billion; It is estimated that by 2020, the income from home appliance service industry will exceed RMB 1 trillion.
The reporter found that the trend of current home appliance repairs as an independent industry has also become increasingly prominent. Appliance chain stores have occupied the dominant channel of home appliance distribution, and their after-sales maintenance services have also developed in the direction of specialization and industrialization. Related companies are also aware of this. To maintenance importance and begin frequent deployment. Like Gome in 2016 launched the 'self-operated + third-party' post-service open platform 'Guo Mei Butler' to form a 'purchase-clean-repair-recover-repurchase' appliance life cycle The closed-loop, but also to TCL's home appliance service provider after the 105 million yuan is very home. Jingdong home appliances is launched 36 promises to cure the 'post-sale delay'. 'Home appliance after-sales service needs to be more standardized, professional, home appliance companies should play Social responsibility, gradually form a professional service system. 'Beijing Xiao Xie Secretary-General Yang Xiaojun said.