After the sale if not smooth consumers will be out of the light, the electric Chamber of Commerce since the establishment of the sale?

Third party logistics can not meet consumer demand, the electrical business began to build logistics, now, vendors can not meet consumer demand, the electric Chamber of Commerce since the establishment of the sale?

If the sale is not smooth

Consumers will be out of the light

May 20, there was a thing that made Mr. Yang very angry. He bought a bed of bedding (straw mat) on the Internet, the use of fracture after the problem, and the merchant returned a dispute, and as a middleman of high peer network incredibly "no Act": simply call to ask, did not continue to track.

Mr. Yang wants to use online chat, telephone and other complaints channel rights, the window of the page can not be easily found, so he has a kind of "there is no way to tell" feeling. Mr. Yang said that he has been engaged in the electric business industry for nearly a decade, the industry more understanding, "this kind of after-sale is not smooth, sooner or later will let the consumer out of the light." ”

In recent years, logistics, After-sale has become the most serious complaints of the two major content. According to China e-Commerce Research Center released the "2012 China E-commerce user experience and Complaints Monitoring Report" shows that the 2012 users nationwide e-commerce complaints up to 93600. Among them, including logistics services, after-sales service and other complaints nearly 60%.

Long-term reliance on manufacturers is "edge" behavior

The reporter learned that some domestic electrical companies to remove customer service, logistics, very few of their own after-sale system, such as testing, maintenance, installation, a high degree of dependence on the vendor's after-sale system. Many chambers of commerce to "improve efficiency" as the basis, suggested that consumers directly to find manufacturers, they do is only a number of brand manufacturers after the sale of the telephone to be sorted out for the consumer reference.

This behavior is clearly suspected of violating the rules. This is in the "China Consumer Association Protection Act" (hereinafter referred to as the "Elimination Law") 35th clearly stipulated. "Consumers in the purchase, use of goods, their legitimate rights and interests are damaged, you can ask the seller for compensation." The seller shall have the right to recover from the producer or other seller after the seller's compensation is the responsibility of the producer or other seller who supplies the goods to the seller.

In other words, if there is a problem, the consumer can directly find the seller, can also directly contact the manufacturers, but the decision right in the consumer. To home appliances products For example, the industry Liu Buzhong said that if the consumer in the sales unit to buy the quality of electrical appliances, consumers can find sales units to solve the invoices, sales units must not decline.

Since the establishment of the aftermarket system this trend is inevitable

Because the third party logistics can not meet the consumption demand, the electricity merchant invests the high cost self-built. And now the vendor After-sale system is also difficult to meet consumer demand, the electric Chamber of Commerce since the establishment of after-sale system? In the face of this problem, Internet analyst 迮 The reporter to a conclusion: "certain." ”

Wu Wenxian, founder of Amoy Teng, continued to explain the problem to reporters. "The traditional business model of its own brand to solve the problem of after-sale, and from the trend of the development of the electricity business, large warehousing, large aftermarket, large logistics will become a trend, after the sale of the problem will be centralized solution."

However, there has been no significant progress on the issue of domestic electricity dealers after the sale. "After the sale of the interests involved too much, is the manufacturer, brand, channel, sales platform, vendors and many other aspects of the interest of the current imbalance in the constraints, only when the power of more powerful, supporting policies more perfect, can be achieved step by step." ”

Domestic electric dealers have also recognized the problem, Jingdong, suning easy to buy, Xun and other electric dealers have tried to provide their own after-sales service, but to enjoy the mature after-sales service, consumers may have to wait.