Online shopping problems: The normal mall rare factory warranty, but the purchase of the terms of the Overlord

Home shopping has already entered the network era, not only home appliances, furniture, even construction can be found on the network platform. The network has brought fast and convenient to consumers, but in the virtual shopping environment, many things are invisible and can not touch, consumers may encounter more traps. This period, the Jinghua home on the form of case-reading analysis of online shopping problems, so that your online shopping can be clearly, plainly.

A basket of cases

Normal Mall Rare Factory warranty

Case: Miss Wang would like to buy a well-known brand in the online mall intelligent toilet cover, the Web page on the After-sales Service information column labeled "The product of the whole country, enjoy three packs of services, warranty period for the national UNPROFOR one year." Miss Wang dialing brand customer service phone, want to ask online purchase products how to install, customer service staff said that the product is not currently the national UNPROFOR, mall commitment and brand independence. If the goods are not Beijing distributors, even if the payment will not be installed, and other after-sales service can only find the mall responsible.

Reporter survey: the reporter to the online mall sale of some products after the sale of the problem was investigated. Some products official customer service strongly recommended that consumers buy online, "the product is not the national UNPROFOR, online purchase of products do not know which suppliers to provide, it is difficult to get perfect installation and after-sales service." Others show that they are agents in Beijing and can provide perfect service.

Consumer tip: First, the seller has the obligation to truthfully inform the consumer, the product sold in the area after the real situation of after-sales service, such as the seller can provide the corresponding services, if not to provide the corresponding services, consumers in the region can be paid services, or access to paid services and so on. Second, consumers in the online purchase needs to be installed, the warranty and maintenance requirements of higher products, but also ask the seller's related service capabilities. The information provided by the seller shall be confirmed by the manufacturer of the telephone. In addition, also need to request regular invoices, warranty cards and other valid vouchers.

Shopping but encounter overlord clause

Case: Pan, Chaoyang District, recently bought a set of sanitary ware on the internet, she was angry because the delivery time was delayed two times. Although there is no problem with the quality of the product, she gave a direct assessment. She subsequently found that the seller in the "after-sales service" clause clearly stated that "support 7 days unconditional return, one year free maintenance (not with the seller to communicate with the exception of the difference)". Although sanitary ware is not a problem at the moment, she has doubts about the rationality of the clause: Isn't this a threat?

Reporter Survey: Jinghua home reporter to see a number of network stores found that some brands do in the "After-sales Service" column is marked: Support 7 days unconditional return, one year free repair (not with the seller to communicate with the exception of the difference). There are many businesses stressed that "received goods are not satisfied with seven days without reason to return (need to keep the original package back, and bear the freight back and forth, and ensure that our second sale is not affected)". Are these all reasonable?

Consumer tip: This after-sales service with additional conditions (such as not with the seller to communicate with the difference between the evaluation of 7 days without unconditional return, one year free repair) behavior, is invalid. The state on the warranty returned goods have mandatory provisions, some products such as furniture, such as repair and replacement of the "three packs" provisions. In addition, according to the relevant laws and regulations, as long as the quality of products is not qualified, the seller will have to bear the corresponding obligations, and to give not to the "Medium difference assessment" is irrelevant.

If the product has quality problems resulting in the need to return goods, is it necessary to "keep the original packaging" and to bear their own freight? Wang Shiping, a lawyer at the same law firm, said that there are no relevant regulations at present, but if the merchant has already put forward the request, the consumer still first saves good packing. and reference to the "Consumer Rights and Interests Protection Act" relevant provisions, if the product is not qualified to provide products or problems arising from the return of goods, should be the merchant to bear the corresponding transport costs.

Online shopping Products "mother" do not recognize

Case: Mr. Li noted that a store in the United States Yi Kou water purification equipment Sales Place statement said: "Through the network to buy a satisfying mouth products will not be a pleasant mouth after-sales service." Because the price of Yi Kou water purification equipment online is much lower than the market price, Mr. Li also intends to order online.

Reporter investigation: the reporter repeatedly calls the company Kunshan headquarters, confirmed that the company is not online channel sales, and regular distributors should not be in the online channel sales. Consumers in the online purchase of products, do not enjoy the normal after-sales service, suggest consumers on the company's official website to check the regular dealer's sales address.

Consumer tips: Consumers in the online purchase such as water purification equipment such as the need to install, the warranty and maintenance requirements of higher products, but also pay attention to the vendor's related service capabilities. The information provided by the seller should be confirmed by calling the manufacturer. In addition, the net buys the process, the consumer must have the safeguard consciousness, must retain the seller to make the guarantee or the pledge mail, the screenshot or chats the record.

For a lot of water purification equipment in Taobao sales situation, Taobao public relations officials said, Taobao shopping should pay attention to keep chat records, etc., such as the purchase of counterfeit products, Taobao complaints, should provide relevant identification and transaction records, chat records. Once verified, Taobao will be the seller to stop shop for 7 days, deducted 12 points of punishment. If the seller can not deliver the promised after-sales service, consumers can also complain to Taobao and provide evidence, Taobao will also make corresponding treatment.

There's something fishy about finding construction details online.

Case: Mr. Hu saw a lot of websites have launched a line home installation services, such as Love Bee Tide, Love home, foreman club, etc., the above marked service commitments are very detailed. But buy clothes on the Internet may have many problems, not to mention is to find someone to decorate it? is the network construction platform really believable?

Reporter Survey: Reporter survey found that most of the platform to indicate that they have done enough to provide protection, but in terms of details There are many differences: Some platforms will provide similar to the "first pay" service, while others provide "Alipay" service, the owner of the acceptance service, the money will be hit the construction team account. And these platforms all said, will sign the formal contract with the consumer, one kind for the platform and the owner sign, then the platform and the construction team signs the Entrustment agreement; the other is the owner directly with the construction team signed agreement, platform, owners and construction team to sign a tripartite agreement.

Consumer Tip: Network construction platform a bit similar to home stores, promotional points with the consumer to provide a variety of security, security services. If the platform itself to operate well, can constrain the construction team, and have the corresponding underwriting capacity, or have credibility. But consumers should first examine the platform qualification from the following aspects: 1. See if it has a business license; 2. Look at the number of its capital and registration time; 3. From the network and other channels to understand its past performance, complaints, and so on.

In addition, on the signing of the contract, the more the guarantor the better, in the construction team has sufficient credit, the contract effective force, the choice and the construction team and platform are signed contract better way. In addition, consumers need to look closely at the contract to see what the platform in the contract to provide the commitment, if the platform is only to provide information, it is tantamount to not bear the relevant joint and several liability.

FAQ Gallery

Three no products more and more

Consumer tip: On the more formal shopping site. At the same time may require the merchant to provide the clear detail picture as far as possible. If the seller is not satisfied, it is best not to choose. In addition, to choose the credibility of high, the buyer evaluation of good online shop, if there are physical stores, it is best to go to the physical store to see the relevant samples; In addition, the choice of third-party payment platform, relatively secure. In case of quality disputes or after-sale problems can also find sites to safeguard their rights and interests.

It's difficult to collect goods on board

Consumer tip: In addition to choosing a reliable trading platform and merchants, consumers in the purchase to learn more about product information, and keep chat records, related pictures and other information, in case of problems when the rights. Consumers are advised to buy sample or samples before bulk consumption before making a decision after making a detailed judgment on the material.

Environmental performance lack of protection

Consumer tip: The state has mandatory standards for environmental performance of products. Building decoration materials and furniture, in accordance with the "Interior decoration materials wood-based panel and its products formaldehyde release limit" (gb18580-2001) and "Indoor decoration materials wood furniture in the limited amount of harmful substances" (odorlessness) two mandatory GB to implement, If the business has a higher level of commitment to environmental protection, consumers should pay attention to the retention of relevant information and evidence.

Buy benefits need to be cautious

Consumer tip: Choose a larger scale, good reputation, high credibility of the group purchase site is the premise of a secure group purchase. In addition, before the purchase of products or services, it is necessary to determine whether the business has the ability to provide related services. Consumers can do market research beforehand, clearly understand the price of the goods they want to buy, brand and performance, or online inspection of the quality of the physical store service and reception capacity.

In addition, before the purchase should be purchased in the quality of goods, after-sales service and ancillary products and access to services such as the time to make detailed agreement with the merchant, and pay attention to the preservation of the business commitment to the mail, screenshots and other relevant evidence, and after consumption for formal invoices; for the business of verbal commitment, also pay attention to the exact implementation of the shopping contract.

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Home to the low carbon selection to help the Olympics

The 2012 London Olympics

will be staged in July, in line with the spirit of "Green Olympics", Sina home to join hands at home (www.jiaju.com) network Mall jointly launched the "London Green Home Enterprise Network Selection" activities to call more home enterprises actively participate in Low-carbon environmental action, and promote the Sino-British home culture and market cooperation and exchanges.