Company Dynamics
3.15 Exposure of the after-sales service of 8 companies including Midea Siemens
- Categories:Industry Information
- Author:Chen Shiai
- Origin:Beijing Time Finance
- Time of issue:2019-03-20 13:08
- Views:
(Summary description)The chaotic phenomenon of home appliance repair is a commonplace issue, and many details of it were exposed at this year's CCTV 3.15 gala. For the washing machine problem caused by the broken drain pipe, the maintenance staff lied that the drum was deformed, and the cost of a repair cost less than 40 yuan. After "stealing peaches for plums", the maintenance workers would get a commission of more than 200 yuan.
3.15 Exposure of the after-sales service of 8 companies including Midea Siemens
(Summary description)The chaotic phenomenon of home appliance repair is a commonplace issue, and many details of it were exposed at this year's CCTV 3.15 gala. For the washing machine problem caused by the broken drain pipe, the maintenance staff lied that the drum was deformed, and the cost of a repair cost less than 40 yuan. After "stealing peaches for plums", the maintenance workers would get a commission of more than 200 yuan.
- Categories:Industry Information
- Author:Chen Shiai
- Origin:Beijing Time Finance
- Time of issue:2019-03-20 13:08
- Views:
Information
The chaotic phenomenon of home appliance repair is a commonplace issue, and many details of it were exposed at this year's CCTV 3.15 gala. For the washing machine problem caused by the broken drain pipe, the maintenance staff lied that the drum was deformed, and the cost of a repair cost less than 40 yuan. After "stealing peaches for plums", the maintenance workers would get a commission of more than 200 yuan. Returning to the factory for repairs is also fraudulent, and even deliberately creating welding marks to "cope" consumers. Repairs without sick leave, major repairs for minor illnesses, and high-priced sales are impossible to prevent.
This time, CCTV named 8 home appliance repair service companies on 3.15, involving special after-sales service providers for mainstream home appliance brands such as Siemens, Sanyo, Midea, Whirlpool, Rongsheng, Fangtai, and Little Swan.
The named company responded quickly. Midea Group responded that it “will deal with it severely, apologize and take remedial measures.” Siemens responded that “immediately terminate the cooperation agreement with the company involved and reserve the right to pursue its legal responsibility.” Whirlpool responded, “If After investigation, there are after-sales service providers who seek personal gain. They will be held accountable to the end and resolutely dealt with.” Fangtai Group said, “Since 2016, the installation service of anti-smoke treasure will be fully implemented, and the labor cost standard of 25 yuan for each installation will be consumed. The person has the right to choose."
Time financial inquiry found that among the 8 enterprises named by CCTV on 3.15, many of them could not be found in the national enterprise credit information publicity system. In this regard, Liu Buchen said that CCTV may also expose "Li Gui", that is, a fake after-sales repair shop without any qualifications and without any authorization from the manufacturer.
"Lee Ghost" is rampant
Regarding the many problems in home appliance repair, Qiu Baochang, director of the Consumer Rights and Legal Affairs Professional Committee of the Beijing Lawyers Association, publicly stated that the main reason is asymmetric information. Ordinary consumers do not understand how home appliances work and have no maintenance experience. Generally, the failure of household appliances may only be a small defect in a certain place, but it must also be inspected and repaired by a maintenance person with professional equipment and professional knowledge. In the face of dishonest maintenance personnel, it is inevitable to deceive customers on the basis of consumers' ignorance, and even repairs without sick leave and cures serious illnesses. In the final analysis, it is the problem of information asymmetry, which also implies the problem of integrity.
Business model is the core problem. According to the research report of Tianfeng Securities, in terms of process, sales, delivery, installation and after-sales are often dominated by retail terminals, and brand owners, as the factory terminals, are more of a kind of entrusted agency. At the same time, because after-sales services are mostly outsourced to third parties, brand owners often standardize service standards through a series of KPIs. Under layered outsourcing, the current model may still have room for further improvement.
can refer to the car repairs that belong to the same professional degree and more outsourcing methods. Liu Buchen said that maintenance problems in the automotive industry are also very serious, but because automotive products and personal safety are very closely related, the industry has relatively higher regulatory requirements. Home appliances have huge sales and are not particularly relevant to personal safety. Therefore, relevant departments tend to slacken their management.
Zhang Yanbin, vice chairman of the Presidium of the China Home Appliance Service and Maintenance Association, believes that home appliance manufacturers invest less in after-sales. The wages of maintenance workers are also low, and their wages are low.
The superposition of these factors has caused frequent occurrences of "li ghosts" in the home appliance repair industry. The home appliance repair service companies named by CCTV’s "March 15" party this year include: Hongrui Home Appliances Service Company, Weimei Home Appliance Repair Service Company, Liu Zhimin Home Appliance Repair Service Company, Wuhan Chengjin West Trading Co., Ltd., Tenghui Home Appliance Service Company , Zhifang Electrical After-sales Service Company, Shenzhen Hongchuangsheng Trading Co., Ltd., Xinyi'an Electrical After-sales Service Co., Ltd. and other 8 related companies.
Time financial inquiry found that many of them could not be found in the national enterprise credit information publicity system. Prior to this, there were also many media reports that home appliance decoration encountered "Li Gui". Earlier, the Shanghai police cracked a home appliance repair fraud case, in which the "Li Gui" repairman cooperated with the fake website to defraud.
Qiu Baochang publicly stated that there are many online repairs for home appliances, and the general repairer information will be listed in some search results. Among these information, some are real information, some are false information, even "Li Gui" pretends to be a regular company, and "black merchants" who have no maintenance qualifications at all may also appear in this information list. One of the key issues is that Internet appliance repair platforms charge fees for these search results, and it may even happen that which repairer pays more will be ranked first. In this case, the Internet appliance repair platform naturally has to bear corresponding responsibilities.
Time Finance used Baidu to search for “Galanz Air Conditioner Repair”, and “Galanz Official Repair Phone” appeared on the first page of Baidu's homepage, but it showed a “404” status after clicking on it. According to Mr. Wang, a home appliance repair user, he had previously used Baidu to search home appliance repairs and encountered "Li Gui".
In fact, the number of home appliance repair users who are deceived by searching the Internet is by no means a minority. It can be corroborated that, according to the report of Nanning Communications Station, from 2017 to July 2018, the 12315 command center of Nanning City Administration for Industry and Commerce received 307 calls from consumers involving home appliance repair issues, 92% of which were through Baidu and 360 Net, 58.com, 114 and others inquired about home appliance repair merchants and were deceived.
Break the game intelligently?
According to the research report of Tianfeng Securities, relevant departments will issue policies related to the recycling of used home appliances in the future, or will promote the industry to further integrate the comprehensive after-sales service format of home appliances, from after-sales installation and commissioning, to after-sales maintenance, to home appliance recycling related businesses, etc., third-party services After the effective growth of the scale of the country, the phenomenon of high fees and random pricing may be changed.
But Liu Buchen said that the recycling of old home appliances is related to environmental protection and resource recycling, and has nothing to do with the chaos of installation and maintenance.
The research report also proposed that it is expected that smart home appliances will be introduced to eliminate the information asymmetry of after-sales maintenance. According to the analysis of the research report, the core of the chaos in the after-sales maintenance of home appliances lies in the difficulty of understanding the names of the technical professions used by the maintenance workers to earn excess profits under the information asymmetry. The new smart home appliances currently under development will regard product fault information feedback as an important information function, which will also reduce the difficulty of consumers' understanding of the product, and provide a self-inspection program to eliminate this impact.
"The main problem with home appliances lies in the hardware, and intelligence does not help much." Liang Zhenpeng, a veteran in the home appliance industry, said that intelligence can only reduce maintenance chaos by the company's propaganda, and in fact will not have a substantial effect.
The serious after-sales problems in the home appliance industry have been a chronic problem, and frequent media exposures have not improved substantially. Liu Buchen said that the chaos in the after-sales service is not due to one factor, but to all parties involved. It is not enough to just hit the board on the bottom of the company or just on the bottom of the unlicensed service provider. . The regulatory authorities have not fulfilled their regulatory responsibilities effectively, and consumers lack the basic ability to identify and cannot be evaded.
Some consumers have reported that rights protection cannot be handled properly after encountering "Li Gui" maintenance personnel. In this regard, lawyer Zhang Yue from Beijing Jing'an Law Firm told Time Finance that there are indeed many obstacles to such reports. If most of the maintenance costs are small, it does not meet the criteria for criminal filing. In addition, various unreasonable home appliance repair methods are relatively hidden, which proves that fraud evidence is not easy to obtain.
Therefore, some people in the industry suggest that the repair process can be recorded as evidence through mobile phone video recording, instead of letting the repairman charge separately, but set the money to the platform first, and the platform will give the repair organization after consumer feedback, which is easier Supervise and set reward and punishment mechanism.
But Liu Buchen is not confident. Based on the many objective realities of the home appliance industry, he said: "I can even assert that this problem will continue to exist. This time next year will not be better than today."
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