Product updates are fast and life-long maintenance is difficult
Commitment: Purchase products to enjoy lifetime maintenance.
Subtext: The product is updated quickly, and it cannot be repaired after the production is stopped. It can only be replaced by a complete set.
Recently, Ms. Chen, a citizen of Nanning, reported to the newspaper that the cabinet she bought in September 2009 had quality problems and found the after-sales maintenance department. However, the maintenance staff said that this product has been delisted and cannot be repaired. The author's investigation found that now building materials products are updated quickly, and life-long maintenance is difficult to achieve.
Ms. Chen told the author that the cabinets have been used for more than a year, and the slide rails of the two basket drawers have recently been in succession, which has caused the "paralysis" to be used normally. After the cabinet merchant sent someone to check, it said that the product has been discontinued and there are no accessories, only the new basket can be replaced. "Originally, the problem that can be solved by just changing a pair of slide rails has become the need to spend more than 1,000 yuan to replace the entire set of baskets, and other parts are no problem." Ms. Chen said that she did not understand: the cabinet is still under warranty. Where does "lifetime maintenance" manifest?
The author recently visited and found that many home improvement building materials merchants have launched various promotional methods in order to attract consumers, and some products even slogan "lifetime maintenance". An agent, who asked not to be named, told the author that the so-called "lifetime maintenance" is just a sales slogan. Now the products are updated fast, and many manufacturers are eliminated every year. As agents, they are also very helpless.
Mr. Pang, deputy secretary-general of Guangxi Decoration Association, said that the production of cabinets is basically homogenous, and most of them purchase third-party accessories, which is understandable from the point of view of reducing costs by manufacturers. However, for consumers who are still using old or discontinued cabinets, how to ensure their interests should also be a long-term consideration for enterprises. "Unless you indicate in your product manual: our products have only × years of service life, and you will be responsible for exceeding the consequences."
Expert advice
There are many styles of cabinets that are newly launched every year, and there are no small differences in the accessories of various cabinets, which makes manufacturers have a lot of inventory pressure on spare parts for maintenance. Once a cabinet is discontinued, its spare parts will be out of stock accordingly. Experts say that "lifetime maintenance" is difficult to guarantee in actual operation, and consumers should not believe it.
Two requests for replacement of furniture were rejected
Commitment: After two repairs, the furniture cannot be used normally and replaced.
Subtext: The premise of replacement is two repairs at the same location.
The wardrobe has been repaired twice after only two or three months of purchase. Consumer Ms. Qin asked the merchant to return the goods, but it took a month. The merchant's reply was that the furniture in question needs to be repaired at the same location twice before the return can be considered.
In January 2011, Ms. Qin bought a panel wardrobe in a furniture city on Anji Avenue in Nanning. After using it for a period of time, she found that two wardrobe partitions had been deformed. The maintenance personnel of the manufacturer visited the door and said that the partition was due to load Excessively bent. "A bed of 4 kilograms of quilt is placed on each of the two partitions. Can't you bear the weight?" Ms. Qin was puzzled. The maintenance personnel placed the bent baffle in reverse, attempting to flatten the arched baffle again.
After another half month, the wardrobe partitions did not flatten out, and the cabinet door sank again, causing the cabinet door to fail to close. Ms. Qin thought that the merchant had promised "the furniture could not be used normally after two repairs", so she asked for a new one. She did not expect the merchant to say: "The definition of two repairs must be the same part of the furniture." And thus rejected Ms. Qin's request for replacement.
Expert advice
Nanning 12315 complaint report The staff of the command center said that according to the "Consumer Rights Protection Law": the two repairs during the warranty period that still cannot be used normally, the operator should give return, and did not emphasize that the same part must appear twice problem. After coordination, Ms. Qin returned the original wardrobe and replaced it with a better quality wardrobe.
Owners buy complete sets of furniture and only return the table but not the chair
Commitment: The entire set of furniture can be returned if there is a problem.
Subtext: If a single item fails, the single item will be returned, and the remaining sets of furniture will not be returned.
Mr. Lin, who lives in a residential area of ​​Minzu Avenue in Nanning, recently told the author that in May last year, he ordered a set of dining tables and chairs at a furniture company, and the legs of the dining table were adjusted two or three times, but it was still not strong. Mr. Lin requested a replacement. The person in charge of the furniture company replied that the furniture company is no longer producing, so it is impossible to change the style of the same model for consumers.
After negotiation, the company finally agreed to return the goods, but the additional condition was to return only the tables with quality problems. Mr. Lin immediately said that he could not accept it. He said: "The styles and colors of the furniture are complete. If only one dining table is returned, what is the use of the remaining chairs?" He firmly demanded a full return. The company argues that only the dining table has problems with the entire set of dining tables and chairs, and that the return of the dining table will not affect the normal use of the chair. Consumers demanding the return of the complete set is an unreasonable requirement and is fault-finding.
Expert advice
Pan Yiyang, a lawyer from a law firm in Nanning, stated that according to the "Contract Law": "If the subject object is not in compliance with the agreement and the contract is cancelled, the effectiveness shall prevail over the object; if the object does not comply with the regulations, the termination of the contract will be ineffective To the subject ". For example, when you buy a complete set of dining tables and chairs, when the quality of the dining table as the "main object" is returned, the merchant should return the chair even if there is no quality problem; on the contrary, if there is a problem with the chair and there is no problem with the table, the table cannot be returned.
Serious problems can be returned by the merchant
Commitment: Severe quality problems within 30 days can be returned.
Subtext: Whether it is a serious quality problem, the merchant has the final say.
Citizen Ms. Mo ordered a TV cabinet at the end of February, and the merchant recently delivered it to the door. However, after using it for less than two weeks, there were several spots on the surface of the TV cabinet, and the two cabinet doors have been deformed. She took the three guarantees of the furniture mall "There are serious quality problems within 30 days and can be returned" promised to find the merchant to return the goods, and the response was "the cabinet door can be repaired, only the frame is scattered and can not be used is considered serious quality." problem".
Ms. Mo argued with the merchant for nearly two weeks, and the two sides finally reached an agreement that Ms. Mo would pay the freight and the merchant agreed to return the goods in full.
Expert advice
When consumers buy furniture, the price is not the main factor to measure the quality of the furniture. When buying poor quality furniture and encountering merchants who are not negotiable, the best way is to be like Ms. Mo, and strive to reason, and then invite third parties such as Stores, industry and commerce departments, etc., to help solve.
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