The focus of the home industry is service disputes without evidence consumers win

Since entering March, the focus of the home industry is service, and various major stores and merchants have launched various service new policies, striving to improve customer satisfaction. Behind these services, what kind of industry status is reflected, can the industry's ills that make consumers worry can be eliminated through these measures? For consumers, which service commitments are true and credible is also a part of the consumer needs to identify.

After sales service

1 Three-pack period extended to three years

Recently, the home of the company officially launched the "three-batch period to three years" service commitment, officially extended the default one-year warranty period of the home building materials industry to three years; Lan Jingli also brought several major brands to launch This service promise. The contents generally include: "The non-customized home product package return time is extended to 90 days, quality problems occur within 180 days, consumers can choose free repair or replacement, and the quality problem is responsible for free maintenance within three years from the date of purchase..."

Symptomatic ills: According to the reporter, the three-package regulations of the home industry are different. The "three guarantees" of furniture implements the "Regulations on the Repair, Replacement and Return of Furniture Products in Beijing", and the warranty period is one year; the building materials industry relies on the conventions of the manufacturers in the industry. The general warranty period is one year, and the big brands will be extended to two. Year; the home improvement industry association has a 2 year warranty for the renovation of the foundation project and a 5 year warranty for the waterproof project. However, due to the long service life of home improvement, building materials and furniture products, many problems are caused by cracking after the expiration of the “three guarantees” in one year. Because it has already exceeded the "three guarantees" service period, some manufacturers have high fees for such maintenance, or they have a cold attitude or even let go, causing consumers to suffer from "saving money and not being able to buy repairs". Complaints have also increased year by year.

Comments: Extended warranty is certainly good for consumers, and some consumers say that three years is not enough. Some brands said that extending the warranty has increased the cost of the company, but perhaps this can become a product quality enhancer, prompting enterprises to pay more attention to product quality when the pressure on maintenance costs increases, so that the product does not need to be repaired or "less repaired". . After all, whether it is furniture, building materials or home improvement, quality is made, not repaired.

2 city free shipping installation

Recently, some companies officially launched this service commitment - free delivery and installation for consumers in Beijing.

Symptomatic ills: At present, consumers will promise free shipping when purchasing furniture and building materials, but only within the five rings. With the development of suburban real estate, more and more consumers choose to settle in the outer ring of the five rings. The delivery cost of the single-piece products outside the five rings is hundreds of yuan. For this part of the consumers, the decoration is once, only the delivery is installed. The cost is a small expense.

Comments: Commitment to free shipping installation in Beijing has increased the cost for enterprises, but it can be regarded as expanding the customer base to the suburbs. Although there are not many enterprises that carry out this service, with the promotion of services, consumers are in the hearts of consumers. Naturally, it will be an account. Short-term interests and long-term interests depend on the choice of enterprises.

3 installation delivery zero delay

Due to the delay of delivery of goods (including some commodities) due to the seller, the delay time shall be calculated from the date of delivery according to the contract to the delivery of all the goods purchased by the consumer to the agreed delivery destination, and the total payment shall be made. The corresponding proportion is paid to the consumer.

Symptomatic ills: As early as the previous year, March 15th, the actual home to launch this service commitment, mainly for the phenomenon of delayed delivery of manufacturers. If the merchant does not deliver the goods according to the contracted date, the penalty ratio is increased, which greatly increases the default cost of the company's delayed delivery, prompts the enterprise to effectively restrain the salesperson's free commitment to delivery time before the sale, improve the production efficiency of the enterprise and arrange it normally. The results show that the delayed delivery phenomenon, which is the highest in the complaint rate, has been greatly reduced, and consumer satisfaction has been greatly improved.

Comments: The service implemented by the Real Home has been very effective, and the subsequent involvement of other stores will definitely increase the importance that enterprises attach to the post-installation delivery. However, there is a new hot spot for complaints: although the delay in delivery has been greatly eased, it is not guaranteed to be installed immediately after delivery. According to industry insiders, some enterprises are not in management. When installing customized products, it often happens that workers forget to bring parts or tools, which may require multiple installations. Although it does not affect the use of building materials or furniture, it has repeatedly delayed consumption. Time also greatly reduces the consumer experience. On the basis of zero delay in delivery and installation, there are more to be done by the merchants.

Product aspect

1 Defining the real body can also extend the warranty

After purchasing the product, the consumer can activate the product ID registration by sending SMS, website inquiry or dialing the company's 400 phone number according to the anti-smashing code of the product packaging and the warranty card in the product package, not only the inquiry, but also the inquiry. The product is authentic and can enjoy one year of product warranty service.

Comments: Through the use of such anti-counterfeit verification code to check the authenticity of products, turning consumers into supervisors, not only can protect consumer rights, fundamentally eliminate the generation of counterfeit and infringing products, but also help companies find The problems in the development of channels can be described as many things.

2 environmental commitment is better than national standard three times

There are many promises about environmental protection in terms of environmental protection, such as double payouts. However, some companies have recently updated their environmental standards and promised that “environmental standards are three times better than national standards. If they are not met, they will be exempt from the full amount”. It is understood that the national environmental protection standard E1, formaldehyde emission is 1.5mg / l; the company promises that the product formaldehyde emission is 0.5mg / l.

Symptomatic ills: Environmental protection has always been a hot topic for domestic home consumers, and this link has never been reassuring. Although the environmental protection of single-piece household products can usually meet the standard, the superimposed effect in the living room often makes the indoor environmental protection index exceed the standard, and consumers' anxiety is also inevitable. Major companies have also launched various commitments on environmental protection, and strive to solve environmental problems.

Comments: Boloni promises to be 3 times better than the national standard, and promises to send it at any time. It does not meet the national standard three times and is free of charge. Compared with other environmental commitments, it seems to be more "decisive". For consumers, it seems to be Environmental protection is more secure, and high specifications will also promote industry progress.

However, consumers need to be reminded that environmental protection is not an indicator of “formaldehyde”. Only when all harmful substances are in place is it “real”. In addition, if you use "higher-sized plates" to achieve high-standard environmental protection, it is actually that consumers have spent a higher price to enjoy a high standard of environmental protection. For consumers, it is worthwhile to distinguish one. two.

Communication

If the dispute has no evidence, the consumer wins

What happens when consumers and vendors hold the same word, what happens when neither side has any evidence to show it? Recently, some companies have promised: “When a customer and a manufacturer have a dispute in the process of purchase and after-sales, if the manufacturer does not have sufficient evidence to prove that it has fulfilled the obligation to inform the customer, the store will judge according to the customer’s appeal.” Let the sales staff "present the product truthfully and fulfill the promise in good faith."

Symptomatic ills: According to Wei Yongqiang, deputy general manager of Lan Jingli, from the past three years, the number of complaints involving lack of integrity has always ranked first, and the main reasons for such complaints are: 1. The exhibitors promised too much for the successful signing of the customer, but they could not be honored or not fully realized in the later stage; 2. The product attributes of the products sold by themselves were not fully disclosed, which caused the two parties to misunderstand; 3. Over-beautifying their own products caused consumption There is a difference between the expectation of the person and the actual product; 4. When the contract is foreseen to be performed normally, the plan that the consumer can accept is not taken out in time; 5. When the dispute with the consumer occurs, the self-interest is considered and the consumer cannot stand. The angle proposes a solution. He also said that in the settlement of such complaints, due to lack of evidence, the store is difficult to make a judgment.

Comments: Consumers never have to be professionals. However, in the previous consumer environment, the salesperson’s “opening the door” for the signing of the order forced the consumer to become an “expert” before consumption, although it was still scarred. This commitment is a new measure launched by the manufacturer's staff who has not fulfilled the obligation of notification or unconfirmed agreement, resulting in a misunderstanding and unclear complaint. Since the manufacturer is required to provide evidence of the obligation to inform or confirm, it is inclined to the interests of consumers. It is bound to put forward higher job requirements for the service words and deeds of the vendors' sales personnel, and indirectly reduce their misinformation to consumers. On the other hand, the regulation of the manufacturer's words and deeds is also the maintenance of the manufacturer's own rights and interests, and can be exempted from the unreasonable demands of some "excessive rights protection" consumers. The only pity is that there are not many implementations of this commitment. If you can enjoy this treatment widely, consumers will be more comfortable.

Source: Jinghua Times