According to the State's Three Guarantees Regulations, the three packs are the most basic requirements. The State encourages sellers and producers to formulate the Three Guarantees Regulations that are stricter than those specified in this Regulation, and explicitly does not exempt sellers and producers from promises to consumers. It is higher than the responsibility of the country's three-package product standard. This shows that "there is promise to be implemented" is the basic requirement of the State's Three Guarantees Regulations, and that businesses must fulfill the additional commitments that exceed the Three Guarantees Regulations. >>> Links: Matters needing attention before home renovation TV decoration home decoration electric appliance owner
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Household appliances are a necessity for many families, but once quality problems arise, many consumers do not handle them handily. The Consumers Association of Anshan, Liaoning Province, recently disclosed all kinds of typical infringements in the home appliance industry.
Pay carefully during the warranty period
Case: In March of this year, consumers Zhang Haiming complained to the Consumers’ Association of Tiexi District, Anshan that the volume of a well-known brand flat-panel TV purchased in November 2005 had risen to the extreme after 14 months of use and could not be turned off. Pull out the power), and we will report to the brand aftermarket. The maintenance personnel determined that the “computer board was broken†after inspection. Because the warranty period was more than one year, it was necessary to pay 2,800 yuan for maintenance.
Comments: After accepting this case, Tiexi District Consumers Association once thought that the dispute was quite difficult, because the country's current three-pack rule on flat-panel TVs has not yet been introduced. However, after consulting the random instructions, the Consumers Association found the basis for processing. Because the specification states: "The whole machine is guaranteed for one year, and maintenance of major components is carried out according to national regulations." According to the regulations of the State on some household appliances and three packs, the color TV unit has a one-year warranty and the main components have a three-year warranty. As the flat panel TV's computer board is a major component, product manufacturers have free maintenance obligations for customers during the three-year warranty period.
Keep appliance repair records
Case: Consumer Li Shanliang bought a TV set a year and a half ago. Due to quality problems, the after-sales service unit repaired the TV twice. In June this year, a black screen appeared on the machine. The consumer complained to the consumer association and asked the merchant to return the goods. However, in the process, because Li Shanliang could not receive records of two maintenances (after-sales units were not provided to consumers), the after-sales units did not save maintenance data, turning their right to return .
Comments: According to the National Three Guarantees Regulations, home appliances are repaired twice and cannot be used normally within the warranty period. Repair records and certificates provided by the repairer are responsible for the exchange or return of the goods. The Consumer Council reminded consumers that consumers must request and retain home appliance repair records in order to retain evidence for future rights.
Manufacturer inspection conclusion should not be used as a basis
Case: Many dealers now have such a statement about product quality problems: To return, it needs to be tested by the manufacturer. Consumer Wang Xia purchased a certain brand of mobile phone at a mall in November last year. In March of this year, there were two key failures in the mobile phone. The store sent Shenyang to repair it and returned it in April. It was used in early May and the key button failed again. The store was mailed to a Shenzhen manufacturer for quality inspection. The result was found to be "The mobile phone had been repaired without permission and was not responsible for after-sales service."
A mobile phone in the warranty period, the first repair is a business repair, how can there be "private maintenance" problem? The Consumers Association of Anshan clearly pointed out that the manufacturer's test conclusions can only be used as a reference and cannot be used as a basis. After several coordinations, the final mall gave a return.
Comments: According to the "Protection of Consumer Protection Rights in Liaoning Province", consumers and business operators have disputes over consumption and report to the Consumers Association for complaints or appeals to the administrative authorities. When goods and services are involved in quality and can be confirmed intuitively, they can be confirmed by the accepting unit; Confirmation may be agreed upon by the two parties or a qualified inspection agency designated by the processing unit for inspection and appraisal. This reminds consumers that product quality testing is not the final say for manufacturers, consumers can pay for the use of third-party testing, the final cost should be borne by the responsible party.
Beware of cutting corners
Case: In August of this year, consumer Wang Li purchased a certain brand of refrigerators and subsequently reported repairs because the refrigerator was not cooled. When inspected by the service center staff who undertook the brand's refrigerator repairs, it was found that the refrigerator was not cooled due to internal leakage of the door. In order to save time, the standard treatment method that should be given to the cabinet was omitted, but the door tube from the compressor to the door frame was cut off. This restored the refrigerator cooling function, but it eliminated the heat dissipation of the refrigerator door tube. Absorbs moisture and impairs the life of the refrigerator.
Comments: After the problem was exposed, the Consumers Association went to the investigation to learn that similar maintenance methods that violated the operating procedures and cut corners and materials, became almost “common problems in the industry†at some service stations. Therefore, Consumers Association reminds consumers that they should understand this. If you find other problems after repairing your home appliance, you can look for the cause from the last maintenance. Maintenance of home appliances has long been clear
Case: Consumer Liu Manjiang purchased a certain brand of flat-panel TVs in June this year. During the warranty period, a faulty report appeared. The brand's after-sales service department did not repair it for 128 days. When the Consumers Association staff repeatedly asked the parties to coordinate the solution, after the sale is always looking for some objective reasons to delay, but ultimately in accordance with the provisions of the State Three Guarantees and "Liaoning Province, the protection of consumer rights," the relevant provisions, given a return treatment.
Comments: According to the relevant regulations, appliance repairs have deadlines. For example, the “Protection of Consumer Protection Rights in Liaoning Province†stipulates that if an operator assumes responsibility for maintenance, and has not repaired for more than 60 days since the date of receipt of the repaired goods, he or she shall return or exchange goods at the request of the consumer. Therefore, consumers have the right to refuse the company's extended maintenance activities.
Depreciation of goods returned
Case: In the actual work, home appliance operators have such a statement: "No matter who is the responsibility, you have to return, I have to receive depreciation." Consumer Sun Lan purchased a color TV at a small store in Tiexi District, Anshan City, 1280 yuan a year ago. After quality problems occurred, it was still not working after two repairs. Unexpectedly, the merchant said: "No such machine, only return. How to retire it: According to the days of calculation, the old deductible deduction 0.5%." Sun Lan counted, this year's depreciation expense is 2100 yuan, in the end, Have to look for 900 yuan in the store.
Comments: The National Three Guarantees Regulations clearly state that: within the validity period of the three guarantees, if the seller meets the replacement conditions, the seller will not return the same model, the same specification product, and the consumer is not willing to exchange other models and specifications. Return the product; if the product is of the same model or the same specification, and the consumer is not willing to exchange the product, the seller shall return the product and collect the depreciation charge for the used product. In addition, the depreciation rate for all kinds of goods in the Three Guarantees Regulations has been clarified, and the depreciation rate of color television sets has been calculated as 0.1% on a daily basis. It can be seen that the above-mentioned business practices are obviously inadequate.
In addition, the Consumers Association also reminded consumers that when they exchange goods, they must remember to let the operator sign the date of replacement on the back of the original purchase invoice and seal it. Because according to the National Three Guarantees Regulations, products in the warranty period, due to quality problems merchants give replacement, the warranty period will be recalculated from the date of replacement; in the case of quality problems within seven days, consumers have the right to choose Goods or returns. Under this rule, if the merchant does not provide a replacement record, this consumer’s interest cannot be implemented.
Merchants promised to undertake additional legal responsibility
Case: Consumer Zhang Dezhi bought a refrigerator in a small shop more than three years ago. In July this year, the refrigerator was not cooled. Zhang Dezhi looked for a store to discuss the matter. The owner of the store told him that he had passed the insurance because three years had passed. The warranty period and replacement period in the National Three Guarantees Regulations. However, the Consumers Association found in the investigation, the refrigerator's credit card clearly read "three-year warranty, five-year warranty, lifetime warranty." It is on the basis of this promise that the merchant will eventually make a replacement for this refrigerator.
Comments: The State's Three Guarantees Regulations state that: The three packs are the most basic requirements. The State encourages sellers and producers to formulate the Three Guarantees Regulations that are stricter than those specified in this regulation, and clearly does not exempt sellers and producers from consumers. Commitment is higher than the responsibility of the country's three-package product standard. This shows that "there is promise to be implemented" is the basic requirement of the State's Three Guarantees Regulations, and that businesses must fulfill the additional commitments that exceed the Three Guarantees Regulations.
