Red Net moment July 19th news 'Gome online sales page promises 15 days no reason to return, the purchase of Hisense air conditioning installed after the first test machine problems but refused. ' July 13, Beijing consumer Mr. Li in Red Net "Consumer Rights Protection" column posted, said that the first test machine after the installation of the air-conditioner in Gome online appeared noise, contact customer service request returned but rejected. In the involvement of the Red Net reporter, the current problem has been resolved.
Netizen: There is a problem with the air conditioner just installed, Gome Online refuses to return
According to Mr. Li, on July 9, he purchased a Hisense air conditioner at Gome's official flagship store of Hisense Air Conditioning (Gome). On the afternoon of July 11, after the installation of the installation workers, the air conditioner was in the test. The compressor had abnormal noise. He asked the installer on the spot, and the other party gave a reply that he was only responsible for the installation, could not find the noise, and asked him to contact Gome online customer service.
Immediately, Mr. Li contacted Gome online customer service. The customer service indicated that if the air conditioner had quality problems or failures, it was necessary to contact the manufacturer to issue a test report. Mr. Li said that he would not accept it, 'Air conditioning is not a problem in my use, but the first time I installed it. There is a problem with the test machine, Gome should give the return. '
After that, Mr. Li and Gome customer service contacted and negotiated many times, but the customer service said that according to the regulations of the United States, 7 days can be returned, 15 days can only be exchanged.
'Do not make a promise if the merchant can't do it. There is no reason to return it for 15 days. If the consumer has problems, but find various reasons, is this deceiving the consumer?' In this regard, Mr. Li said that he was very angry and chose to post on the red network. Help.
Netizens questioned Gome online about false propaganda
According to Mr. Li, when he communicated with Gome online customer service, he was informed by the customer service that it has been clearly stipulated in the Gome online return exchange instructions, and it is necessary to contact the manufacturer to issue a test report before it will be processed according to the report results.
'Gome's online sales page only says '15 days no reason to return', now it is necessary to return the goods but also informs that there is a return and exchange regulations, is it not related to false propaganda? 'Mr. Li believes that Gome online suspected of fraudulent consumers .
The reporter saw on the product sales page of Gome Online that there is indeed a 'warm reminder for genuine protection; support for 15 days no reason to return' under the 'join the shopping cart'. However, in the bottom of the 'after-sales commitment' 'Worry-free return' also explains: Users purchase Gome self-operated goods, under the premise of ensuring that the goods are in good condition, there is no reason to return within 7 days (including 7 days, starting from 0:00 the next day you receive the goods), 15 Exchangeable within the day (except for some products, please see the return policy for details - self-employed).
Hisense Electric urgently handled the complaint and the problem was solved.
On July 19, the reporter consulted Gome online customer service on this matter. A staff member said that Mr. Li's air conditioner has been installed on the wall, which does not meet the state's no reason to return the terms, and will affect the second sale. Contact Hisense after-sales door-to-door inspection and issue inspection form, return with the test order.
Subsequently, the reporter reflected on the matter to Hisense Electric after-sales (hereinafter collectively known as Hisense). A staff member said that the situation will be reflected to the superior, and contact the reporter within two hours.
At about 10:00 am on July 19, a Hisense staff member told reporters that after the company's negotiations, the problem that has been reflected by the consumers has been given a solution. 'The air conditioner with abnormal noise, the company will send people to take away, at the same time, The company will provide new air conditioners for Mr. Li to return the goods in Gome online according to the process.
'I am satisfied with the processing of Hisense Electric. Now I will wait for the result of Gome Online.' At 12 o'clock on July 19, Mr. Li reported to reporters that the staff of Hisense Electric had sent him a new air conditioner. He is currently I am still waiting for Gome Online to contact me for return procedures.
Red net 》 Original link http://people.rednet.cn/PeopleShow.asp?ID=3357857
