Experts: Don't let price wars ignore aftermarket details

"New air-conditioning repair many times can not find the reason, Jingdong Mall unexpectedly still dragged not to return." "Chongqing consumer Ms. Shaw complained that she was newly bought in Jingdong Mall, the issue of the air conditioner, finally only with Jingdong Mall customer Service application for return, but the mall has started a replacement process, which makes it very dissatisfied.

Reporter involved in this, Jingdong Mall side promised to return, but said the new goods have been issued, need to intercept new goods. This month 22nd 15 o'clock Xu, Ms. Shaw said the mall page shows that the order has begun to return the process, but the bad air-conditioning still no one came to pick up.

Consumer: Jing Dong Private will return the goods change

"May, I bought a grant in Jingdong mall air-conditioning, but buy back after the continuous maintenance." "Ms. Xiao from Chongqing told reporters that every time there is a problem she will look for the after-sale maintenance personnel of the post to repair, but the maintenance of many workers can not find the problem," Chongqing is a stove city, bad air-conditioning repair is not good, we can only suffer. "

According to Ms. Shaw, this is the orchid air conditioner is its office for the purchase of office, in addition to the Office to receive customers, the problem of air-conditioning can not be used, which also affected its communication with customers, colleagues of the office. In desperation, she decided to the Jingdong Mall to apply for a replacement, but the next process let it angry unceasingly. "Through the sales and Jingdong Mall after the customer service, I learned to be the repair certificate uploaded to Jingdong Mall, but after uploading Jingdong mall did not contact me directly refused my application." "Ms. Shaw said, she can only find manufacturers repair personnel to request a replacement, but the next day customer service but call to ask is the need to change the machine or internal machine," maintenance personnel are not found out which part, how can I know the machine or external machine? Very angry. "

Finally, Ms. Shaw calls the Jingdong Mall customer service request returns, and the bad air-conditioning is always placed in the office. "I have been waiting for a few days no news, the page also did not show the return progress, call customer service to know they did not give me a return process, but a replacement process." Ms. Shaw said she was very dissatisfied with this, and Jingdong Mall's customer service also denied that it had to apply for return requests, and said that the phone records can not be found. Wait for Ms. Shaw again request return, Jingdong Mall customer service also said the new goods have been issued, to wait for the end of the replacement to reapply.

Jingdong: The return process has begun

Subsequently, the reporter contacted Jingdong Mall No. 35078 Customer service personnel, the other side said no order number can not inquire about the situation. After the reporter provided the order number of Ms. Shaw, the customer service staff only said that they have registered, will be reflected to the relevant departments. At the request of the reporter again, the customer service staff to inquire about the progress of the orders of Ms. Xiao, and inform the reporter is taking a replacement process, new goods have been issued, they will contact the relevant departments to intercept the new cargo, and then start the return process. For Jingdong Mall privately will return to change the matter, the customer service staff did not have a positive answer.

On the afternoon of August 21, an Jingdong mall staff called the reporter said customer service staff has submitted the application for the return of Ms. Xiao, and the new cargo has been sent to the Chongqing warehouse, and will be within 7 working days to arrange the return process.

On the evening of August 21, Jingdong Mall's PR staff should call the reporter to reconfirm Ms. Shaw's return process has started. August 22 19 O'Clock Xu, Jingdong Mall will not disclose the name of the person in charge, Jingdong Mall reference to the industry's return to the exchange process, the need for customers to provide the original packaging, and Ms. Shaw did not save the original packaging, so after the sale of the audit level would be affected. In order to ensure the interests of customers, there are already staff to pick up the goods.

Although the bad air-conditioning "plague" has been sent away, but Ms. Shaw still has a lot of complaints. "How can I take no packaging as an excuse for procrastination, I bought after I do not know that this is a bad air-conditioning, of course, the idea of the normal people to take away the packaging." "Ms. Shaw also said that, after a problem, many calls can not be returned, Jingdong Mall let people very disappointed."

Experts：

Don't let the price war ignore the aftermarket details

Recently, has been keen on price war Jingdong Mall attracted a lot of criticism, and the Jingdong Mall has a complaint, its PR staff do not deny. In the "8 15" price war, the reporter randomly in the micro-blog search, about the company's complaints have dozens of, and the problem is concentrated in the logistics of slow, bad after-sale attitude. Some people in the industry also said that the home appliances business complaints More with the days to price war is not unrelated, and the return of the exchange process slow progress is not difficult to see the electrical business enterprises also need to improve from a number of aspects.

China Electronic Chamber of Commerce Deputy Secretary-General Lu Xianbo said that in recent days, the major electric companies to participate in the price war, often overlooked the consumer more concerned about logistics and after-sales service, this can be considered a price war brought about by the hidden dangers, is the part of the electric business. "According to the relevant rules, Ms. Shaw's new purchase of air-conditioning repair can not be, may apply for return refund." "High-hung Mall marketing manager Chiung that every enterprise has more or less complaints, who can not always say their own after-sale and logistics no problem, every enterprise needs to constantly improve, in the face of problems, the most important thing is whether the enterprise will be a positive attitude to solve.