The brand name that was originally bought to save people's mind, the result was broken three times back and forth in four months. It was really frustrating. 'Mr. Zhang on the 13th of March called the '12345' citizen's hotline and he bought a brand name at Jingdong Mall. LCD TVs have been broken three times before and after in just four months. Today, Ms. Zhang hopes to be able to handle returns. However, the appliance brand has been unable to give a clear reply after the sale.
According to Ms. Zhang’s introduction, she spent over 4,800 yuan in Jingdong Mall during the 2015 “Double 11” period to purchase a brand LCD TV with a price of more than RMB 6,000. At the beginning, her family members purchased the color TVs from their premium value. On November 3, 2017, the TV suddenly turned black during the viewing process and could not be opened. As the warranty period for the purchase was 3 years, Ms. Zhang immediately called the after-sales customer service phone. According to the test results of the customer after the sale, The color TV was a black screen problem caused by the display failure. After obtaining consent from Ms. Zhang, the after-sales staff sent the color TV to the Jinan factory for maintenance. Nearly a month later, the repaired TV was re-sent to Ms. Zhang. On the reusable basis, Ms. Zhang found that a coin-sized bright spot appeared on the screen. In response, the after-sales staff persuaded Ms. Zhang to claim that the color television was fragmented during the transportation process. It was normal to say that the small bright spot would not affect Under negotiation, the after-sales staff stated that they will extend their warranty for one month for compensation.
Ms. Zhang thought that the maintenance of color TVs will come to an end this time, but I did not expect that in less than a month, the color TV again had a black screen problem. In desperation, they could only be shipped back to the manufacturers by the after-sales staff. Recently, the color TVs were repaired twice. The black screen problem again caused Ms. Zhang's dissatisfaction with her family to further escalate. 'We are all in our fifties, we will not use online sales, but we can't give an answer to telephone customer service.' Ms. Zhang said.
In response to Ms. Zhang’s problem, the reporter contacted the brand for after-sales service. The staff member stated that the problem reported by Ms. Zhang would be processed as soon as possible by the headquarters. However, the product will not be different from the offline product because of the online platform sales. Still need to be further appraised by the professional maintenance personnel, whether to handle the return for Ms. Zhang also needs to wait for the application results of the headquarters.
