The number of complaints highlights the shortcomings of home appliance service

During the Spring Festival, living appliances and consumer electronics have become hot sellers for home appliance stores. According to data from the Beijing Tourism Commission, sales of the Gome, Suning, and Dazhong home appliance stores in the Beijing area during the Spring Festival were as high as 250 million yuan. But behind the high sales, it is up to 17.2% of consumer complaints.

In addition, data from consumer complaints issued by the 12315 command center in Nanchang and Jinan also showed that the issue of household appliances has become the area most affected by consumer complaints during the Spring Festival. The number of home appliance complaints in Nanchang accounted for 17.24% of the total merchandise complaints. In Jinan, home appliance complaints are second only to apparel complaints. The complaints mainly focused on delivery and installation, and the maintenance of household appliances was not timely.

In fact, the direct cause of the high volume of complaints from home appliances is the huge sales of home appliances. Insiders pointed out that the national appliances to the countryside, trade-in and other stimulus policies introduced, stimulating the national appliance sales, making the appliance sales soared in the past few years, while sales soared at the same time, its after-sales service network system has not been correspondingly improved .

Product reliability issues highlighted during the Spring Festival, the reporter had consumers around the appliance repair problems encountered. The consumer Mr. Zhang had built a new house in his hometown years ago, so he purchased a TV to watch during the Spring Festival. But this 47-inch smart TV, worth 5,500 yuan, failed just seven days later. When the TV is turned on, it shows "I'm sorry, the initiator has stopped running."

The TV manufacturers’ post-sales personnel are perfunctory: “Smart TVs are like this, like smart phones. Sometimes the system will have this kind of problem. It would be nice to have several more reboots.” The consumer told reporters that this is not only The problem of poor after-sales service is that the product with only 7 days of “use period” is itself a poor quality product.

It is reported that the majority of home appliance complaints are due to the unreliability of the product and quality problems, but there are also many reasons for the promptness of the company's after-sales service and delivery installation. Home appliance industry observer Lu Biebo told reporters that consumer complaints during the Spring Festival are largely due to my national custom. The Spring Festival centralized purchase, courier, after-sales service personnel home New Year and other factors will intensify the sale of home appliances. Home appliance industry observer Hong Shibin also said that this exposes a defect in China's home appliances and the overall reliability is poor. The development of China’s home appliances started late, resulting in a rapid and unsteady development of many home appliances. Among them, the quality of production processes and the poor reliability of products are particularly problematic. This is why many consumers will buy more products when they purchase home appliances. High imported appliances.

In the short term, it will be difficult to improve. “Home appliance complaints during the Spring Festival is a problem that has been faced by the entire household electrical appliance industry. It is difficult to solve them by the production companies or the government departments alone, and it requires the entire society to work together,” said one person in the industry.

Industry experts generally believe that it is difficult to improve the home appliance complaints problem during the Spring Festival in the short term. From the standpoint of product reliability, home appliance manufacturers need to improve product quality and strengthen quality supervision. The construction of such a product quality system requires a lot of money and time to be realized.

In appliance analyst Liang Zhenpeng's view, with the development of e-commerce, the proportion of Chinese consumers buying online home appliances is increasing, to a certain extent, it also exacerbates the burden of logistics distribution and installation. This requires companies to have a strong control of the logistics and distribution system, rather than the poor binding of ordinary logistics partners.

In addition, the "Homecoming New Year" folk custom has also aggravated the Spring Festival appliance complaints. There are numerous staff across the provinces and cities in China. Upon the arrival of the Spring Festival, the return of these employees will lead to the lack or absence of workers in some areas. Under this circumstance, it is undoubtedly an idiot's dream to make timely home appliance service, and it is a long way to go to solve this problem.