Miserable, in the first half of 2018, household appliances have doubled into complaints in the hardest hit areas, and household appliances have once again become the target of media criticism.
Focus: Home appliance complaints
Recently, the China Consumers Association announced the acceptance of complaints by the National Consumers Association in the first half of 2018. Statistics show that in the first half of 2018, the National Consumers Association accepted 554,588 consumer complaints, solved 262,395, and the complaint resolution rate was 74.0%. Among them, the total number of complaints about household electrical and electronic appliances was 4,4096, accounting for 27.8% of the total number of commodity complaints, ranking first in commodity complaints!
In terms of classification, the number of complaints about communication products was 11,625, the number of computer products was 3,812, the number of complaints about kitchen appliances was 5,412, the number of complaints about household electrical appliances was 3,791, and the number of complaints about air conditioners was 3,762. The number of product complaints was 2,958, the number of complaints about washing machine products was 2,831, the number of complaints about refrigerator products was 2,427, and the number of complaints about water heater products was 2,025.
In addition, the provincial and municipal consumer protection committees recently announced the complaints in the first half of the year:
Among the complaints about commodity complaints in Hunan Province, the largest number of problems were concentrated in household electrical and electronic appliances, housing and building materials, food and other three categories, the number of which exceeded 1,000;
Jiangsu Province accepted a total of 283,819 complaints from various consumers, and the number of complaints from household appliances jumped to the top of commodity complaints, with a complaint volume of 5403;
The 12315 platform in Hubei Province received a total of 45,711 service complaints and 4,509 complaints from household appliances. The replacement of communication products ranked third in commodity complaints, an increase of 11.06% year-on-year. This is the largest increase in complaints about traditional commodity categories in the first half of the year;
In the first half of Chongqing, 8479 consumer complaints were accepted, up 23.31% year-on-year. The home appliance industry continued to be the area with the most complaints from consumers. The number of complaints about household electronic appliances ranked first with 1225, accounting for 14.44%.
Hard injury: Sword refers to after-sales quality
Household appliances have become the focus of complaints from consumers in the country and even in other provinces and cities. So what are consumers dissatisfied with in the field of home appliances? Taking Hunan Province as an example, the top three categories of home appliance complaints in the first half of the year are: 1,163 air conditioners, 630 TV sets, 569 refrigerators, accounting for more than half of complaints from home appliances, up to 52.4%. The most complaints are after-sales service and quality problems, 67% of complaints reflecting after-sales service problems, and 16% of quality complaints. %.
The after-sales service field of home appliances has always been the hardest hit area for consumer complaints. 'Heavy sales, light service' is a criticism of many home appliance manufacturers. For a long time, consumers have complained about this. The sales of shopping malls are not sufficient, resulting in untimely delivery. Failure repairs are not timely, product cleaning and maintenance is not detailed, cottage maintenance outlets, miscellaneous teams, minor illnesses and overcharges, no sickness and repairs, and even some damage and repairs, the manufacturer's promise of 'three guarantees' is short. There is no such thing as a 'three packs' service... the after-sales service chaos is like this.
Especially in kitchen appliances and small household appliances, complaints about after-sales service are concentrated. On the one hand, the development of these two industries is not mature enough, there are many miscellaneous brands, consumers are not aware of them, and after-sales service is naturally difficult to guarantee; Home appliances are sold more frequently online, and the drawbacks of online shopping are well known. It is not uncommon to have disputes over after-sales problems.
At the same time, individual home appliance products such as air conditioners, peak season distribution, installation and other services are not timely. The main problem lies in the air-conditioning industry, the service staff in the peak season is low, the income is low, the professional maintenance personnel are up and down, and the delivery is delayed. Installation time. Special emphasis is placed on some rural and third- and fourth-line remote areas, lack of service, higher cost of delivery and installation, and more serious complaints.
In addition to home appliances after-sales, the quality of home appliances is also widely concerned. For example, in the category of communication mobile phones, merchants sell refurbished machines or use other models of mobile phones to fool consumers; in the air-conditioning market, consumers buy air conditioners in a few days without cooling; In the TV category, Huaping, Internet applications use stuck, etc., which are the product quality complaints of consumer complaints in the past two years.
Among these problems, some product functions and indicators lack national unified standards, the contents of the manual, the logo is vague, and the performance quality is very different; the quality of individual household appliances is not guaranteed, it is not durable, and the life is short, which brings inconvenience to consumers' family life.
Key: To solve the bell, you must also ring the bell.
In fact, careful consideration of these complaints is mainly due to the fact that brand manufacturers are not in place in all aspects, which leads to consumers being dissatisfied with products and services.
In reality, many home appliance manufacturers have a weak sense of service. Some home appliance brand after-sales services do not pay much attention to consumer appeals. The breadth and depth of services are insufficient. The manufacturers lack effective supervision of subordinate maintenance outlets. At the same time, the professional quality of maintenance outlets is not good. Not strong, service attitude is blunt; targeted remote areas in rural areas, it is lack of after-sales service, find reasons to lead to maintenance is difficult; individual home appliance manufacturers such as TV, mobile phone brands, etc. rush to new product iterations without paying attention to quality issues, explosions, black screens, etc. happens sometimes.
The author believes that the ringing of the bell must also be the bell, reducing the focus of complaints about home appliances, but also the supervision of major brands in the after-sales service and product quality. In fact, compared to the new brands, the brand, Haier The big brands such as Midea have done a good job in both after-sales service and product quality. Even in the past two years, Jingdong, Suning, Tmall, Gome and other retail companies have begun to show their ambitions in the home appliance service market. Avoiding the risk of being complained has played a positive role.
In addition, professional after-sales service platforms have emerged, so that home appliance after-sales service has a room for manoeuvre. Jingdong + geek repair, Suning gang + 嗨 recycling, and Gome butler + very home, plus 58 city, turn With second-hand platforms and many vertical maintenance platforms, the home appliance after-sales service market has ushered in a variety of strengths to compete on the same stage, which has promoted the improvement of home appliance after-sales chaos.
Survive by credibility, develop by quality. Product quality is an important indicator for consumers to test a brand, a product, once the manufacturer touches the bottom line of quality, it will undoubtedly hurt the consumer's feelings, and then want to regain consumer trust. It takes a long time to repair. Therefore, the supervision of the quality of home appliances is extremely important. Haier's interconnection factory, Gree's intelligent manufacturing, and beautiful machine substitution, through more professional and standardized manufacturing technology, can better guarantee the quality of home appliances. Safety.
Let users get value-for-money experience and return for the purchase of home appliances, let the home appliance service industry return to the standard, and do a good job of itself, which will greatly reduce the complaint probability of consumer complaints against the home appliance industry.
In the future, the home appliance industry will be the world of quality competition, not only the product quality, but also a series of pre-sales and after-sales service links related to products. Improving product quality and after-sales service capability will become a must for home appliance enterprises to enhance brand value and build brand image. The road is also related to consumers' word-of-mouth output of the entire home appliance market. Hopefully, the home appliance sector is no longer the most serious complaint area every year.