In the hot summer, air conditioners, refrigerators and other appliances are used frequently. Unlike other things, people who can't do without these artifacts will have an urgent need for maintenance. Therefore, summer is also the peak season for appliance repair. Consumers do not have the expertise to know the 'routines' in maintenance, and they can only be slaughtered.
Chaos
On July 2, the Shanghai Consumer Protection Committee issued the "2018 Air Conditioning Maintenance Consumer Physical Activity Report". During the physical examination experiment, the Consumer Protection Committee's home appliance office experts only set the remote control to garbled, and there were 9 fictitious computer boards among the 11 maintenance companies. Faults, lack of refrigerants, etc., to carry out 'ramps'. From the data of China Consumers Association, the proportion of complaints about after-sales service of home appliances has remained high for many years. Among them, disease-free fake repair, minor illness overhaul, spare parts shoddy, price Unclear and other issues, every year is a hot spot for home appliance after-sales complaints. In addition, with the popularity of mobile Internet, the online cottage after-sales, the community 'guerrillas' maintenance and other chaos is still banned.
The most exaggerated one is the repair shop "Neighboring House Maintenance Service" that was searched in 58 cities. The deception is not enough, and even the machine is broken, causing the machine to fail to open.
The chaos of these appliance repairs not only seriously infringes on the legitimate rights and interests of consumers, but also damages the reputation and image of regular manufacturers' products. Why are these after-sales chaos frequent? How should enterprises and regulatory authorities respond? How should consumers choose to rely on them? Spectrum after-sales service?
According to relevant data, the market for home appliance after the service will reach a trillion market size by 2020. In the face of such a huge market, the industry chaos is so alarming.
Industry rectification is imminent
Generally, the problem of appliance repair during the warranty period of the manufacturer is relatively small, because most of the cases do not involve the charging problem, and all kinds of problems of appliance repair are basically outside the warranty period. At this time, consumers are not limited to finding a brand. The after-sales service of the party, because it is also charged, therefore, the service of the repair service company in the market will follow.
At present, there are several models for post-home appliance services. One is the O2O platform for home appliance after the traditional home appliance manufacturers, and the third-party channel e-commerce platform. In addition, the O2O startup platform for the after-sales service market has also emerged in these years. There are some couple shops and so on. The entire home appliance after-service market does not form a comprehensive service system.
Training professionals is key
To put it another way, it is very hard for maintenance personnel to repair electrical appliances in harsh environments on hot days. It is because of hard work, the talents are more serious, and young people are not willing to do it. Plus, the electrical appliances are more diverse, the functions are more complicated, and the maintenance is also It has become more difficult.
The current industry phenomenon is that the quality of employees is not the same, the industry is not confident, the work is hard but the salary is low, and so on, even the industry may have to face the situation of no one to take over. The current after-sales service personnel are defined in A profession that is dangerous and hard-working. Not only the practitioners have a limited cultural level, but most of them are migrant workers who have no higher education, vocational education, such as air-conditioning installers, who are on call, and who are ready to go. 4. There is no fundamental breakthrough in the after-sales service of home appliances.
Therefore, maintenance personnel in this industry need high-quality professionals, and at the same time cultivate professional confidence and pride of maintenance personnel. If the home appliance service provider can solve the problem of maintenance and maintenance of all electrical appliances in the home for one time, then the industry will be orderly. A lot, it also saves a lot of social resources. In Europe, this profession has a very proud term - home appliance service engineer, not home appliance after-sales service personnel. At the professional level, from the public level, gradually upgrade to the level engineer, and then There may be masters, experts, etc. in the past. This clear and promising career planning naturally leads to professional pride.
The current home appliance service market is like a chaotic world. If there is a powerful force to stir this market, it will create a world.