Wang Wei rented a second-hand house in Zhichun Road, Haidian District, Beijing. In mid-July, the old air conditioner in the room suddenly did not cool down. The heat was unbearable, he found an air-conditioning repair service provider online. Two hours later, the repairman Come, unpack the air conditioner cover and say aloud: 'It should be that the motherboard is broken. If you repair it, it will cost 700 yuan. Can you repair it?'
Wang Wei felt that such expensive maintenance costs were enough to buy a second-hand air conditioner, so I did not agree.
'No repair, and finally paid a 50 yuan door-to-door fee.' Wang Wei said that he was not willing, opened the phone and found a master to see. This time only need to add fluoride, the door fee plus material fee received a total of more than 100 yuan The air conditioner will soon be cooled. Wang Hao said: 'So many ' routines', it really does not make people worry.'
A Beijing appliance repairer on a network service platform, marked as diamond rating, agency certification, claimed to be able to refine all kinds of home appliances, has more than 100 outstanding technicians. The comment area underneath blasted the pot: 'repair the refrigerator, This is a good 300 yuan, and then suddenly told me to do the cleaning, added fluorine, increase the price to 480 yuan. After the maintenance personnel left, even the refrigerator bezel was not covered. 'One consumer said. 'Change a washing machine starter, Zhangkou is going to be 200 yuan. I didn't know how to give money at first. Later, when I checked it, this thing was only ten yuan. ' Another consumer said.
At the beginning of July, the Shanghai Consumer Protection Committee issued the "2018 Air Conditioning Maintenance Consumers Physical Activity Report", which took air conditioning repair service providers on 11 platforms including Baidu, 360, 114, Public Comment, Taobao, Gome, etc. As a result, only Suning And Shanghai Bailian Electric two maintenance platform services are formal, the other nine have fictional faults, minor illnesses and other minors misleading and deceiving consumer behavior.
Among them, maintenance personnel of five platforms lied that the machine lacks refrigerant, and fraudulently repaired the cost through false 'liquid addition'; the repairers of the five platforms lied that the computer board was damaged, and some even repaired without any inspection. Parts, charged for high maintenance costs. At present, all 9 platforms have responded and proposed corrective measures.
Can consumers see the 'routines' to avoid losses?
Zhao Binghua is a senior electrical maintenance engineer with more than 20 years of experience. He said that some common "sluices" for appliance repair, such as air conditioning not cooling, may be caused by dirty internal and external machines. Clean up, but some maintenance unions Said that the need for fluoride, the fee will increase from tens of yuan to several hundred dollars; some appliances do not start, may be caused by circuit aging or capacitor damage, some maintenance workers say that you need to change the compressor, the maintenance of the two The fee is seven or eight times different. 'Ordinary consumers can hardly see these ' routines'.
Standardizing the standard of service, a good way to push it
According to the Ministry of Commerce's "Administrative Measures for Appliance Repair Service Industry", appliance repair operators should clearly inform the consumers of the maintenance plan and matters needing attention and cooperation before providing maintenance services, respecting consumer choice. No illusion, exaggeration, forgery Maintenance service items or contents, shall not falsely report faulty parts, deliberately replace parts with normal performance, etc. If the circumstances are serious, the competent commercial authority may impose a fine of less than 30,000 yuan.
The insiders pointed out that the current supervision of the appliance repair industry is not strict enough, and the punishment is not strong. Some repairers have obtained relevant business licenses and have qualification certificates. However, the management of selected personnel is not strict, and some maintenance workers are not certified. , disrupted the industry order.
'Since consumers are repair services purchased through a specific promotion platform, these platforms also play an intermediary role. If consumers suffer losses, the intermediary should bear certain responsibilities. 'Wang Wei believes that the promotion platform can not give money to promote , but should screen reliable, credible repair service providers, 'the platform can establish a continuous regulatory mechanism, such as regularly issuing a credit report for repair merchants, or verifying and retiring merchants with poor customer feedback.'
The core problem behind the maintenance of chaos is pricing. There is no uniform reference standard in the industry. 'Wang Zhenwei, president of Suning Air Conditioning Co., Ltd. pointed out that air conditioning is an example. On the one hand, the maintenance service itself is thin, causing some sales platforms not to pay attention to after-sales maintenance. This business subcontracted to the social institutions to do, it is difficult to achieve strict, unified after-sales management, resulting in no standard pricing of services, maintenance personnel are not bound. On the other hand, some small maintenance outlets will seek promotion on the Internet, promotion fees The cost is passed on to the consumers, and some merchants use this to raise the maintenance price, and even maliciously deceive consumers to spend more money on maintenance.
How to prevent 'Routine' maintenance, guarantee service quality, and ensure fair prices? There are already some good practices being implemented. Li Fangchao, general manager of Beijing Suning Helper Technology Service Co., Ltd. introduced that in team management, they require maintenance workers to obtain a refrigeration certificate. , high-level operation permit and electrical maintenance level certificate, take photos and collect evidence before and after maintenance; in the price standard, set clear service price standards, and statistics of different manufacturers parts, the price of accessories, maintenance workers to on-site accounting, show prices, The guarantee is well-founded; in the follow-up service, within 3 months after the completion of the repair, if it is damaged again due to the same problem, it will be repaired free of charge, avoiding a hammer sale and repeated charges.
China Household Electrical Appliances Service Maintenance Association said that the mainstream of the maintenance industry is legal and compliant. The association will investigate some chaos, find the involved parties, and the involved enterprises. Once verified, they will immediately report to the administrative department. At the same time, the association calls for repairs. The company conducts self-inspection and has initiated industry investigations to disclose the comprehensive and real maintenance industry situation to the society in a timely manner.
Zhao Binghua suggested that on the one hand, the consumer can ask the maintenance personnel to show the corresponding qualification certificate before the maintenance, and obtain the receipts and vouchers related to the maintenance project after the event, and save the evidence for the complaint and rights protection. On the other hand, the relevant competent authority can establish a blacklist of maintenance personnel. Institutional or rating certification, strengthening credit supervision, cleaning up many misconducts, and many complaints about maintenance organizations and personnel.