A Comprehensive Survey: In 2009 The Chinese Home Appliance Service Situation
Passed 30 years of wind, frost, rain and snow, China’s home appliance industry has become the world’s high-profile core strength, China has become the world’s most spending power of the appliance markets. At the same time, household appliances sale
Service Also from scratch, from confusion to complete, from the sale of services to become the core of market competition and the growing industrialization of the development process. Today, the home appliance market has entered the era of service competition, service a household electrical appliance enterprises in China to open up the market, an important weapon to attract consumers.
Service still has many problems Although many consumers reckoning, relatively speaking, home appliances service level is relatively high, especially in the higher concentration of major brand home appliances, with a good service reputation. However, as consumers to improve quality of service requirements and enhanced awareness of rights protection, appliance service companies face daunting challenges remain, the problems are still considerable.
Maintenance Cost standards are not uniform issue has been criticized by consumers. This phenomenon was quite clearly the TV area (see Table 1). Today,
Flat Panel TV Began to spread, but the core components of flat panel TVs to replace no standard charge. Konka Group, the person in charge said, Konka had received many
Complaints Is about the maintenance of prices, some consumers complain Why do almost the same product cheaper on another brand of repair? “The most controversial than the display screen for the fees. As flat-panel TV replacement fast, different types of display are not General Motors, caused a very high replacement cost of the display; Moreover, the charges vary with different brands. ”
Lack of standards and transparency, maintenance costs, the phenomenon of chaos plaguing the appliance service industry. In many companies beyond the reach of the service network, maintenance staff took the opportunity to casually asking price of many episodes of what is more fool the user, in
Warranty Maintenance within the request. Hefei Meiling Co., Ltd. Ni Xudong, minister of evaluation of customer service, said the difficulty now lies in the management of service provider business, after all, not self, but signed, the management is relatively difficult to rely on periodic assessment to address.
Guangdong Mr. Wu less than a year the United States to use the “Tower Fan” has repaired two times, and replace the motor. But then, just after the warranty period then broke down, maintenance personnel told him that if for the entire board, maintenance cost 310 yuan, equivalent to half the purchase cost. Reflect the problems for Mr. Wu, the U.S. response to that: there is indeed arbitrary charges, is due to a random quotation first came to the maintenance staff has been ordered to return after maintenance of network charges, and maintenance free of charge to users.
Appliance repair service is not timely is the current point of the core complaints, after-sales service of products in the survey, the issues are among the best.
Pescod Air conditioning the official said, the sales and maintenance of air conditioning and temperature are related. Summer temperatures and winter temperatures plunged shoot may cause air-conditioning sales and service increased rapidly, which to the delivery, installation, maintenance,
Fitting Supply and logistics to bring tremendous pressure, “not timely after-sale” issue will be highlighted along. However, this reason does not apply to other products, such as water heaters (see Figure 1). Shuaikang electric water heater department official said, uneven levels of water heater business, some companies did not set up call centers did not even place in the after-sales service network.
Present, most of the domestic air-conditioning company has established a perfect after-sales service system, and almost set up a national call center. However, service concept is often presented in the course of a diminishing effect, there are still consumers will ultimately be of service required by the manufacturers, “customer first” has become a “money first” phenomenon. It is understood that most of the complaints about grass-roots network maintenance, network maintenance staff of some grass-roots process in the service rude, affecting the reputation of brands. Sichuan Changhong customer service department, said the head of the emotion, the current is an important issue faced by the chain end enterprise service providers on how to unifying concept for maintaining quality.
In addition, the lack of adequate training, some appliance service skills of poor maintenance personnel. This is in the inverter air conditioner maintenance is more evident. Because of the higher frequency content of air conditioning technology, access to many parts of inverter air conditioner repair outlets had little chance to experience a lack of maintenance, repair situations often appear repeatedly, individual maintenance of air conditioning outlets and even the user’s hand test practitioner. Part of the maintenance personnel or even irresponsible, in order to profit at the “minor illness” complete “major” or even man-made intentional failure to repeatedly charge for maintenance.
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