'When I bought a home appliance a few days ago, I found that the home appliance can also buy an extended warranty period. 'Mr. Han, who lives in Guangzhou Panyu Changlong, told the New Express reporter, 'The content of the extended warranty is different, the price is also inconsistent, I don’t know if I should buy it.' The reporter learned in the interview that there are many people who are unable to understand the extension service of home appliances like Ms. Han. Many citizens are not sure whether the warranty is reliable, whether there is industry supervision and management in this area, etc.
Status: Yanbaocheng home appliance sales standard
Nowadays, many appliance stores have introduced extended warranty services, which cost 5%-10% of the price of home appliances, and purchase longer warranty periods.
The so-called extended warranty service is a service that provides extended warranty for home appliances. Consumers must use it for a long time after purchasing home appliances, and the warranty period of the manufacturer is over, and it will cost a lot of money to repair. Extended warranty services can help consumers spend a small amount of money to lock in unpredictable high maintenance costs in the future.
The reporter visited the appliance store in the city and found that although they are all extended warranty services for home appliances, the extended price of each store is not the same, but they all follow the same rule: Differentiate the price by product price. For example, a Sony with a price of 9988 yuan 4K TV, the cost of extended warranty for 2-4 years is 399 yuan, 499 yuan and 799 yuan. And a Samsung curved TV with a price of 4299 yuan, the cost of extended warranty for 2-4 years is 169 yuan, 299 yuan and 399 yuan.
For the rice cookers, induction cookers and other kitchen appliances with lower prices, the extension method of 'failure for new machines' is adopted, for example, a 359 yuan US rice cooker, 2 years replacement cost 105 yuan, 3 years It is 140 yuan.
Dilemma: Extended warranty service repeated 'Kicking the ball'
However, at present, China's home appliance extended warranty service standards and standards are still blank. The so-called 'extension insurance' for home appliances is actually a means for merchants to sell profits in the actual operation process. For this reason, home appliances are extended. Since its appearance, there have been many questions.
In 2014, Ms. Li bought a refrigerator for a door in a home appliance store. The warranty period was 3 years. At the suggestion of the salesperson, she spent another 260 yuan to purchase the extended warranty service. The salesperson said at the time of the warranty period. be extended on the basis of 3 year warranty. in June this year, Ms. Lee home refrigerator is not cooling suddenly, she took notes figured, refrigerator still in the extended warranty period, immediately contact the after-sales service to the door, the refrigerator can be repaired, Maintenance personnel have to charge 380 yuan for maintenance. 'The refrigerator is still in the extended warranty period, how to collect maintenance costs?' Ms. Li is very confused about this. The maintenance staff told Ms. Li that this extended warranty service was not introduced after the sale of the factory. The refrigerator has passed the 3-year warranty period, and the door-to-door maintenance is subject to a charge. Ms. Li then found the mall and learned that the extended warranty service was launched by the mall and Yanbao Company. The Yanbao company designated by the mall and the mall for maintenance.
Interpretation: Extended warranty does not mean extension of 'Three Guarantees'
Some consumers reflect, 'extended warranty' confusion 'Warranty' is widespread, the sales staff in the marketing of extended warranty services to consumers, by consciously linked with national three states, conceptual confusion, so that consumers understand To extend the warranty is to extend the 'three guarantees'.
Some insiders pointed out that 'extension is not a continuation of the three guarantees, but the sales staff said that this is a continuation of the 'three guarantees', causing consumers to misunderstand the extended warranty.
According to reports, at present, domestic appliance extended warranty services mainly have two modes, one is the extended warranty service provided by the manufacturer, and the other is the extended warranty service provided by the merchant. This is the cooperation between the professional extended warranty institution and the home appliance retailer. Three-party appliances extended warranty. It is reported that the current Gome's 'Home Security', Suning 'Sunshine Pack' and Jingdong's 'Yan Bao Tong' are all provided by third-party maintenance services.
The extended warranty service provided by the merchants is mostly the value-added service launched by the store for the promotion. It has nothing to do with the manufacturer. The failure of the consumer to purchase the goods during the 'extension' period is not directly to the manufacturer for repair. 'The third party was originally For the purpose of profit, the maintenance capacity of the maintenance channel is uneven, and it is impossible to provide services compared with the original maintenance. It is also the main cause of consumer complaints.
remind
Buying an appliance extended warranty, it is best to sign a contract
Relevant persons of Consumers Association remind consumers that when purchasing home appliance extended warranty service, they must rationally choose on the basis of accurate understanding of the situation, and can not only listen to the words of the promoters; in the face of compulsory, bundled sales of 'extension insurance services', Dare to refuse and complain; if you voluntarily purchase an extension, you must pay attention to signing the contract, not just the invoice and the extended warranty card. Because there is no specific contract, it will lead to a lack of clear commitment and prior agreement, in the event of a dispute in the future The content of the extended warranty contract should be detailed. For example, the extended warranty is the extension of the whole machine or the extension of the main components, how to calculate the time, how to define the fault liability, what is the service scope, and so on.