I called the repair phone on the manual, and I found it.
Sharp said that the outlet has been disqualified last year, authorized repair outlets to replace the hidden rules of the home appliance industry
In the summer, I entered the high-end season of appliance repair, and the various 'Li Gui' haunts also made consumers unable to defend. Recently, Miss Sharp’s LCD TV in her home is broken, and she is cautious to prevent it from being pitted. Please dial the service outlet provided in the product manual. After the phone was repaired, the result was received by the other party for more than 800 yuan.
According to the instructions, I found the 'official' maintenance outlet, why did I still encounter 'Li Gui'? This made Miss Li really unable to understand. The reporter found that Miss Li’s experience is not an exception. At present, the Consumer Protection Committee has received many similar The main reason is that the so-called 'special maintenance outlets' in the home appliance industry are not fixed, but are in a state of flux, which also leaves a loophole for 'Li Gui'. At the same time, the Consumer Protection Committee also pointed out that for key information In the event of a change, the company has the obligation to notify it in a timely manner, otherwise it will bear the corresponding responsibility.
Fear of being deliberately flipping out the instructions
Miss Li, who lives in Pudong, bought a Sharp LCD TV in 2015. She was unable to watch the fault last month. So Miss Li pulled out the product manual and warranty card when she bought the TV, looking for a repair call.
'Many people say that appliance repairs should be carefully taken care of by some bad business people. I just want to follow the instructions in their instructions. It is always authentic. 'Miss Li said that in order to be cautious, she found the information provided by Sharp in the manual. An official maintenance outlet. 'I called the phone and asked if the other party is Sharp's official maintenance outlet. The result is that the other party said yes. ' After confirming the error, Miss Li asked the other party to send a master to see what the TV is. .
In the afternoon, the maintenance master went to the door and said that the motherboard was broken. Some accessories needed to be replaced, but I still had to wait for the accessories to arrive. Finally, I charged a total of 800 yuan for maintenance. However, when I was on the night, Miss Li saw the TV. After a while, it was broken, so I called the maintenance master. As a result, the other party had not answered the phone. Then he called the maintenance outlet. After the other party heard the intention, he hanged up the phone, and then he couldn’t get through. Realizing that he is likely to meet 'Li Gui'.
However, I clearly know that I am looking for the 'official' maintenance outlets on the product manual. Why do I still encounter 'Li Gui'? Miss Li really can't figure it out, so she called the Sharp factory to discuss it. I didn't expect it, the manufacturer said this The maintenance network is not related to them and will not accept responsibility. In desperation, Miss Li complained to the Pudong Consumer Protection Committee.
For Miss Li's experience, Sharp manufacturers responded that: They will conduct comprehensive assessments on these authorized repair outlets according to their performance, complaints, etc., and those who fail to meet the standards will be disqualified and no longer authorized, so the list has been Change. The repair shop that Miss Li was looking for was disqualified last year and it is no longer their authorized service point.
Ms. Li could not accept this statement: 'Since it is the phone number dialed by your manufacturer's manual, the manufacturer should bear the responsibility.' After the intervention of the Consumer Protection Committee, the two sides conducted several communication and could not reach a mediation agreement.
Yesterday, the reporter called the Sharp official 400 service hotline, reflecting that Miss Li contacted the maintenance point to encounter 'Li Gui' through the instructions. The other party said that it would reply to the matter and reply. However, the other party admitted that their authorized maintenance outlets did change. Situation. Then, since even the instructions can not guarantee the correct information, should the consumer know the formal maintenance outlets? The other party said that if the maintenance, you can call the 400 service hotline, or log in to the official website of Sharp. However, the reporter logs in to Sharp. After the official website, click on the 'service network' query, but can not find the outlet information of each district in Shanghai. In this regard, the customer service staff admitted that the website information is not found in the official website, if you need to check the address and phone number of a certain area, You can call customer service hotline to help inquiries.
Maintenance point generally adopts authorization mode
Clearly, the maintenance phone written in black and white on the manual, why the enterprise does not accept the account in the blink of an eye? The reporter found that the current home appliance industry generally adopts the authorization mode for the maintenance point, and the authorization has a time limit, which is not static, which is in the home appliance industry. Unspoken rules.
The home appliance industry revealed to reporters that the vast majority of home appliance manufacturers, because of cost considerations, will not open so many direct maintenance points themselves. Instead, they will find suitable outlets in each city, sign cooperation agreements, and these lines will be The lower maintenance point is the 'special maintenance point' of the brand. The list of these 'service points' is generally attached to the product manual.
However, these 'special maintenance points' are not permanent. On the one hand, the site itself may change due to changes in operating conditions or objective conditions, such as relocation or closure; on the other hand, the company also has a set of assessment system, which is not up to standard. The site is cancelled, no longer authorized. So many home appliance brands 'special maintenance points' change every few years or even every other year, the update is faster. This also leads to the same brand of home appliances, if the purchase time is not Similarly, the 'special maintenance point' in the product manual will be different.
Change information into a pit abduction tool
The ever-changing maintenance information of the home appliance industry has left us with opportunities for 'Li Gui', especially those 'official' maintenance calls, which have become a tool for swindlers to abduct.
Mr. Qi of Pudong was also repaired by the telephone pit. He reflected that the gas stove produced by the happy kitchen utensils was purchased ten years ago. Recently, there was an ignition failure. According to the telephone number on the product warranty, the master went to the door and changed two small ones. Parts, charged 330 yuan, did not issue the relevant price list on the spot and did not issue an invoice.
After confessing to the manufacturer, Mr. Yu found that he had encountered 'Li Gui'. The person in charge of the happy kitchen manufacturer said that Mr. Qi’s call was their initial maintenance call. Later, when the factory moved, the number was cancelled. , and has been written off for several years. The person in charge said that the cancellation statement was still published in the newspaper. I did not expect this number to be registered by the liar later, and then pretending to be the manufacturer's maintenance department. 'We also often receive complaints from consumers, saying I called this phone for repairs and was pitted. '
The staff of the Complaints Department of the Pudong Consumer Protection Committee said in an interview that the 'Li Gui's use the expired maintenance phone of the regular manufacturer to deceive, which has become more and more sophisticated, and is concealed and difficult to be caught. Every summer It is a high-risk period for complaints about home appliances. The number of complaints should be more than 30%. Many of them are fake. The key to cheating lies in this maintenance call. Consumers don’t even know that the phone has been changed. They hit it and thought it was The regular maintenance point, in fact, is to find a black repair. 'The Consumer Protection Committee also went to check these black repairs, but except for a phone call, other addresses, identity and the like are fake. 'You ask him the address of the repair point, He gives you a fake address, or leave the real address of the manufacturer. You look for the past and you can't find someone at all.
Consumer Protection Committee:
Corporate change information should be timely and effective and inform
Through the product warranty card, the manual has found the 'Li Gui' repair, suffered economic losses, can the company clear the responsibility with 'information changed'?
Some enterprises have told reporters that after the change of special service units, the current method in the industry is to publish telephones and service address change announcements in local evening newspapers or newspapers with relatively large circulation to inform consumers. But even so, there are still quite Many consumers do not see the announcement.
In this regard, the Pudong Consumer Protection Committee believes that companies should be informed in a timely manner, but more importantly, they must be effective in the appropriate way for consumers to truly understand the relevant change information.
From the contract point of view, when a consumer purchases a product of a company, it has a consumer contract relationship with the company. According to the "Contract Law," the after-sales service phone number and address are part of the contract, and must be promptly and effectively informed when the change is made. Otherwise, it should bear the corresponding liability for breach of contract and the other party's property loss caused by the breach of contract.
If the customer is informed of the replacement of the service phone and the address, the company will not be excused when the consumer encounters the 'black repair' infringement and the interests are damaged. Responsibility. According to this, consumers can also claim compensation from relevant companies in the same way they seek recovery from 'black repairs'.
The Pudong Consumer Protection Committee recommends that the company replace the after-sales service or repair telephone, and it can be notified by group SMS, etc. If you are worried about someone using the company's name notice, you can also attach the official website address to facilitate the consumer's inquiry. Although this will make the enterprise Some economic costs are incurred, but this is also the obligation of the company. In view of the characteristics of the after-sales service outlets of the home appliance industry, enterprises should also specify on the relevant product manuals to remind consumers.
