Chinanews.com, Beijing, March 24. The Service Quality Professional Committee of the Chinese Marketing Association (the "Service Committee") announced the results of unannounced visits to the after-sales service of four categories of products such as automobiles, home appliances, mobile phones, and security doors in the previous year, showing that the national regulations "three guarantees" The regulations within the validity period are not implemented in place, and the rights and interests of consumers are infringed.
Experts pointed out that companies should check their promises to consumers. If they can’t do it, it will deceive consumers and reduce the company’s social influence, which will harm the development of the company without any exception.
Today, the reporter learned from the service committee that last year the service committee conducted unannounced visits and evaluations on three after-sales services in 100 4S stores of 20 auto brands in 7 cities in Beijing, Shanghai, Guiyang, Changchun, Shenyang, Urumqi, and Hohhot. .
The results show that more than 80% of auto companies will charge a fee if the battery is broken during the warranty period. If it is not repaired within 5 days, it is an extravagant hope to provide a spare car or provide compensation.
On the eve of the National Quality Month event last year, the Service Commission announced the results of unannounced visits to the car rescue, which attracted the attention of car manufacturers and played a certain role in improvement.
However, through further unannounced visits and evaluations, it is found that the overall after-sales service of many manufacturers has not fundamentally solved the problem, and the implementation of the national automobile "three guarantees" regulations is not in place, especially the problem that automakers cannot manage 4S stores has become a stubborn disease.
The main problems include violating national regulations, charging indiscriminately, not being able to maintain on-site or towing services, not being able to provide spare vehicles or compensation, and being too far away from service standardization and standardization requirements.
Service quality experts pointed out that each automobile company should strengthen the management of 4S stores to make consumers happy in buying a car, rest assured in using the car, repairing the car without worrying, and have a sense of gain, happiness, and security.
In addition, according to the results of unannounced visits, the main problem with mobile phone after-sales service is that most businesses cannot provide backup phones.
The same problem exists in the after-sales service of home appliances.
In terms of safety door after-sales service, most safety door companies promise to be on call for problems within one year of the warranty period, including door opening services.
However, the results of unannounced visits showed that the overall pass rate was only 10%.
Li Jingkai, Secretary-General of the Service Committee and a senior service quality expert, suggested that the market supervision department conduct a special rectification on the implementation of the "Three Guarantees" stipulated by the state by product after-sales service units and improve the effective mechanism for constant attention; it is recommended that companies check themselves to consumers If you say it like this, it’s not counted. The promise is like a child’s play. It deceives consumers and makes the company lose its trust in the people by reducing its social influence. It is harmful to the development of the company.
Service quality expert Wang Longkai suggested that, in terms of product identification, especially for products produced and sold by foreign companies in China, companies must indicate the Chinese factory name and product name in accordance with the law, and indicate the production, delivery, and warranty dates in accordance with relevant Chinese regulations. , Month, day" means to facilitate consumer identification. (Finish)