Brand-name mobile phone repair problems: shoddy parts

Lack of timely and effective supervision, so whether it is a big brand of Nokia, or the entire industry, there are nonstandard service problems, maintenance market mixed up, mobile phone service level urgently needs to improve our reporter Tanglonghui recently, the Beijing Times reported that a Ms Chua's new mobile phone screen into the soil, The mobile phone to the Nokia aftermarket maintenance point dust, the internal lines and screens are accidentally damaged. According to the Beijing News, Mr. Liang's Nokia N86 mobile phone failed, sent to the Nokia Customer service Center for repair, engineers to replace the motherboard. Mr Liang then found 19 photos, including 4 obscene photographs, and other documents in his mobile memory.　　These two cases exposed the current mobile phone service has violated the operation of the situation. According to the recent Zhongxiaoxie published results show that Chinese consumers in the mobile phone industry satisfaction in the middle level, consumers of mobile phone after-sales service complaints rate at a high level.　　Visible, whether it is a big brand of Nokia, or from the industry, there is a problem of irregular after-sales service, mobile phone after-sales service level still needs to be improved. Post-sale maintenance of famous brand mobile phone Ms. Chua in Beijing said she bought a Nokia 8800 phone in mid-February. Because of the sandstorm in Beijing, mobile phone screen into the soil, she on March 21 to send a mobile phone to Zhongguancun, a Nokia after-sales service center for dust removal. But who once thought, mobile phone into the service center half an hour later, the staff told her cell phone inside a line broke, keyboard failure, need to return to the factory motherboard. A few days later, Ms. Chua went to the service center to pick up her cell phone and found that the back of the phone screen was scratched. "I really doubt Nokia's after-sale maintenance capability," Ms. Chua said, "Just a simple dusting, first line accidental damage, and a scratch on the screen after repairs." "Coincidentally, Mr. Liang also suffered repair trouble." The newly bought Nokia N86 mobile phone failed, he will be sent to the Nokia Customer Service center Liu Kiln Shop repair. The maintenance engineer replaced him with a mobile phone board. In the afternoon, Mr Liang found that after the replacement of the motherboard, the mobile phone has 19 photos in 8G of memory, including 4 strangers ' obscene photos and 8-hour music files.　　Mr. Liang thought the Customer service center had replaced him with an old motherboard that had not been cleaned, and Mr. Wang, the engineer responsible for the repairs, felt wronged that the new motherboard had been replaced and the system was upgraded. Mobile phone repair for consumers has always been a nuisance, not after several times difficult to solve the problem, the maintenance of the process of a lot of tricks, shoddy, and other instances of the replacement parts.　　But even the world's biggest brands, such as Nokia, are now not immune to the industry's current state of concern. Minimum service satisfaction of mobile phone recently, Zhongxiaoxie chose the market share in the forefront of Nokia, Motorola, Samsung and other 8 mobile phone brands as an independent evaluation of the object  interviewed Shinana consumers. The survey showed the  national mobile phone Industry Consumer Satisfaction Index is 72.2, at the middle level. But the overall consumer loyalty index in the mobile phone industry61.3, most mobile phone brands of consumer loyalty index is not high, mobile phone consumer complaints rate of 25.3%.　　Although different brands of mobile phone consumers complain about the difference is obvious, but overall is at a high level. In addition, consumers in the mobile phone purchase, the use of the quality of each link evaluation, on the "mobile phone manufacturers after-sales service" rating on the low, only 6.9 points (10 points), significantly below the higher score "to meet consumer Requirements" (8.6), "mobile phone Quality" (8.2), "mobile phone use convenience" (8.2 points),　　"Mobile Store Service Quality" (8.1 points) and so on, this shows that from the entire industry, mobile phone after-sales service needs to be improved. The current mobile phone service industry is more chaotic, the reason is because of the lack of regulatory industry chain. At present, the market for the major brands of mobile phone manufacturers after-sales service system is mainly composed of two major categories: one is the manufacturer or approved by the large-scale maintenance center, such maintenance services outlets often in the price and services have more stringent provisions. The other is the manufacturer's authorized small and medium-sized repair points, both so-called outsourced after-sale. Manufacturers often only provide spare parts supply and simple technical training, then outsource services, lack of effective and timely supervision.　　At present, the vast majority of domestic mobile phones and even after the sale of the network to adopt a comprehensive approach to outsourcing, because there is no direct control of manufacturers, these after-sales service outlets will naturally be the first place of profit, a variety of after-sale problems are increasing. Mobile phone manufacturers need to speed up the improvement of after-sales service quality in the fierce competition in the market today, with the awareness of consumer protection and the change in the concept of consumption, consumers in the purchase of products, no longer limited to the product entity itself, in the same quality and performance, pay more attention to product after-sales service.　　Therefore, enterprises in providing quality products at the same time, to provide consumers with perfect after-sales service, has become a new focus of modern market competition. However, many mobile phone manufacturers "repair" services have been "outsourced" and outsourced maintenance of our country has no unified standards. Hui Jia Law firm director Chu Baochang said that the current three packs of mobile phone provisions and the "Elimination Law" Reds, China's "law", the consumer purchase or use of goods in the warranty period of two repairs still can not be normal use, operators should be responsible for replacement or return.　　But the mobile phone "three packs" stipulation but limits the consumer only to "replace" the right. Zhongxiaoxie Secretary General Yang Hongzhan said that 2007 and 2008, mobile phone complaints gross home complaints volume, 2009 mobile phone complaints 49,205, still ranked second. Enterprises should actively improve the quality of after-sales service to reduce consumer dissatisfaction and complaints.