Online purchase of home appliances test sellers ' service ability

As a result of net purchase of home appliances involved in network shopping platform, logistics, manufacturers and many other links, in accordance with most of the online mall return and replacement process, consumers need to first home appliances back to the factory or sent to the manufacturers after the central testing, issued a test report can be returned after the replacement. The reporter in the interview learned that there are many consumers worried that once the commodity quality problems, light will be the problem of goods shipped back to the factory will consume a lot of time and energy consumers, in addition to the online mall there are complex exemption clauses, if the electricity business, logistics companies and manufacturers of mutual prevarication, the ultimate damage will only be the interests of consumers.

China e-Commerce Research Center released the "2011 China E-commerce user Experience and Complaints Monitoring Report" shows that the center under the China Electronic Commerce complaints and Rights protection public Service platform in 2011 received nearly 100,000 complaints, of which 52% occurred in the field of online shopping, and in the complaint hot spots, Home appliances ranked third in the online purchase complaints, including delivery delay, refund issues, after-sales service, product quality and so is a hot spot for complaints.

Xu Xian, Assistant Secretary-General of China Consumer Association, said that E-commerce has brought a lot of convenience to consumers, but the association complained that the statistical analysis shows that there are still many problems in the field of Home electric network purchase, especially in the product installation, maintenance and other after-sales service, there are still many unsatisfactory problems.

Online purchase of home appliances test sellers ' service ability

Online purchase of electrical appliances, whether logistics or goods installation, maintenance are testing the seller's service capabilities, but from the current perspective, the power of the service is uneven. Insiders said that even a very formal website, its after-sales service can only achieve the most basic return, repair and other protection. Just start with the passion of Web site entrepreneurs and human constraints, in the delivery and after-sale can quickly respond, but once the business is big, management can't keep up, the process is very easy to appear loopholes. This point, both the Web site side headaches, and let consumers dare not let go online to buy large appliances.

Five hundred City e-Commerce Co., Ltd. CEO Liang that the installation of Home electric network to buy the pain point is the home Appliance Enterprise Logistics distribution, installation service system and the emerging Electric business service model "not in line". The reason why this problem, is that the current home Appliances Online mall builders and managers are mostly selling 3C products started, its operating mode is more suitable for small digital products and small appliances, such as low after-sales service requirements, only the need for rapid distribution of products. And for everyone, especially the installation of electrical appliances consumer demand for lack of understanding. At present, the competition of home power grid purchase platform is going into the misunderstanding of the initial competition of the channel, that is, to burn money, compete price and expand scale.

The reporter understands that, at present the net buys the home appliance the Post-sale service mainly from two aspects, one is the commodity itself three packs of service, second is the consumer protection mechanism which the home appliance net buys the platform. However, different network shopping platform consumer protection mechanism is also different, such as Jingdong, when the "7-day Return", as well as Taobao "fake one to compensate three" and so on. In addition, some insiders told reporters that the decision to buy a home grid after the level of the sale is very important is the agreement between the manufacturer and the manufacturers, but different manufacturers for the sale of household appliances warranty policy differences. In addition, such as some power tools and other goods are not in the country three packs of scope, once found that the product quality problem will cause the wrangling between enterprises.

It is also understood that some large orders of the electric Chamber of Commerce and logistics companies to sign special contracts, such as loss and damage rate in 2, logistics companies can be exempted, such as more than 2, whatever the reason for the logistics companies in accordance with the retail price of 78 percent to pay. Some big electric dealers even ask the logistics company to deliver the deposit in advance. But the small quantity of orders is often in a weak position, once the consumer disputes are the easiest to quarrel.

For their own shortcomings, some home appliances Online mall began exerting force. such as in order to solve the consumer in the purchase of television, the separation of the delivery installation, service personnel many times door-to-door problem, the new seven days in Beijing for the first time to buy TV that is to buy that is to see the one-stop service, professional after-sales personnel door-to-door delivery on-site demolition inspection, commissioning, installation, until the consumer satisfaction, if the quality of the problem is immediately pulled back, The next day for customers to replace the new machine; five hundred cities launched the "One city, one network, local transactions, the city distribution, the city service" business model, through innovative settlement management methods to avoid the phenomenon of the post service.

To resolve the basis remains who is responsible for selling

In this emerging channel of networking, whether in the logistics or in the product after-sales service, consumers have been reflected in this newspaper, when the product in the reception, the use of problems, will be electric dealers, brands, agents, logistics companies and other aspects as a ball kick to kick.

For the Home power network purchase of the phenomenon, Beijing Hui Jia law firm director Chu Baochang pointed out that in fact, the problem should still be followed by who is responsible for the sale of the principle, this is the "Consumer Rights and Interests Protection Act" required the seller must bear the responsibility. When the product is delivered to the consumer's destination, consumers should check the appearance of the product, mainly to see if there is any damage to the appearance of the product, if the problem is found that consumers have the right to return on the spot. But consumers are not experts, and it is impossible to make a complete and accurate judgment of the problem. Therefore, after the product again any problems, in addition to the use of improper and other man-made failures, should be responsible for sales enterprises. Unless there is another agreement between the consumer and the sales company beforehand. As for the subsequent division of responsibility, the sales enterprises and logistics companies, brands, agents and other relevant aspects according to the prior agreement to determine.

In fact, the national standards for the parties to the rights and obligations have been stipulated very clearly. "The new seven-day electrical network brand director Odawara said that the current home grid market is gradually moving towards the norms, several well-known domestic electrical companies can better comply with the relevant national regulations." But some of the online mall after the sale of customer service is not professional, leading to communication barriers, and consumers left the impression of wrangling.