China Net Technology May 24th After the color TV industry entered the era of artificial intelligence, it greatly enriched people's experience and added many 'tall up' functions. However, the 'soft failure' that appeared after intelligence became a new aftermarket blind spot. Recently, one came from Shandong. Mr. Lu, a consumer of Weihai, reported to China Net Technology that his use of LeTV, which he had purchased three years ago, had experienced failures in the voice interaction function. He had already provided feedback to the customer for more than two years and has not yet been resolved.
Generally, new failures such as software updates, smart interactions, APP-cards, poisonings, and content updates in smart TVs including artificial intelligence TVs are defined as 'soft failures'.
The 'soft fault' problem is difficult to solve
According to Mr. Lu, he personally purchased a LeTV 3 X55 Pro TV in LeSports in 2015, which includes an extended warranty of 3 years. However, after one year of use, the voice function of the TV has become unclear. 'I have been reflecting with LeTV. This question, LeTV said that each reply will be resolved as soon as possible, but has not yet been resolved, and they admit that this feature does have problems'. Mr. Lu said.
The reporter found that Mr. Lu’s troubles were not a case in the color TV sales market. Some interviewees admitted to the reporter that smart TV has many functions that are rarely used, and sometimes some small functions are broken. After-sales maintenance is basically not accepted. The answer is also very vague.
As for how to solve the 'soft fault' problem, the industry presents two different voices: One view is that currently the TV function is saturated, and vendors only need to make efforts to optimize the system and guarantee stable operation of each function; another view It is pointed out that AI TV should have a deep learning and self-optimization system to monitor the ability of antivirus. In the future, the 'soft failure' problem should be solved from the technical level.
After-sales service needs to meet the 'consumer upgrade'
With the exposure of smart television 'soft failure' issues, the reporter found that there has been no maintenance standard for 'soft fault' in the color TV industry. If Storm Warrior's warranty coverage does not indicate the 'soft fault' problem, what should be done? Although Xiaomi stated the service item, he was not careful about the use of functional issues.
Zuo Yanxi, general manager of Beijing Zhongye Times Market Research Co., Ltd. Brand Center, told reporters that the current color TV iteration speed is very fast. Many software problems are caused by hardware support. Haier and other color TV brands are also responsible for China Network Technology. In fact, the general system failure can be repaired.
Regarding Mr. Lu’s complaint, the responsible person of LeEco explained to ChinaNet.com that the cause of the problem that could not be solved two years ago may have multiple factors such as incompatibility of hardware and software or malfunction of the remote controller.
Zuo Yanji believes that although intelligent software allows color TVs to have a wealth of functions, once an update problem or failure occurs, it will also bring poor experience to users. He suggested that color TV brands should strengthen their ability to solve problems online. Remote service approach to solve user problems.
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