Samsung, after the sale of the different, suspected of discrimination against national laws and regulations

"Economic half-hour" survey: Samsung "sudden death" problem has spread all over the world, but after the sale of land and different

Media Source: CCTV economy for half an hour. United Kingdom: Free repair or replacement of new machines during warranty period; Hong Kong: Free Maintenance In mainland China, the same problem consumers have to spend thousands of dollars on maintenance costs. This is suspected infringement of consumer fair trade rights ...

CCTV financial "Economic half hour" reporter's survey to see: Many Samsung note and S-series of mobile phone users, in Samsung mobile phone font door problem, endure the phone quality of the trouble. A consumer spending thousands of yuan, through the formal purchase of authentic Samsung mobile phones, in the use of a few months, the mobile phone will have no sign of frequent panic phenomenon. But our survey found that these are not trouble, when consumers take a mobile phone to Samsung repair point to repair, the trouble is really the beginning.

At the end of October 2012, Miss Liu in Beijing bought a Galaxy S3 mobile phone at the Samsung counter of the Beijing Book Building, because it is the new style and genuine licensed, and Miss Liu spent 5480 yuan for the mobile phone.

"Economic half-hour" Reporter: This price is really not cheap.

Miss Liu: Yes, it's not cheap. Because I think the performance of this phone is very good, compared with the girl, note too large, so that the size of the performance is better, so buy this phone.

Miss Liu said that spending so much money is actually hope to buy a peace of mind, but did not think that this September, this year, the use of less than a year of Samsung genuine licensed mobile phone suddenly panic, can not be restarted.

Miss Liu: 1 o'clock in the afternoon more than using a Samsung mobile phone, and so on more than three points to pick up when it is black screen, what address book, there are important text messages, as well as photos of anything, there is no.

Miss Liu thinks that her phone is still under a one-year warranty, and international companies like Samsung should be able to provide free warranty services. So, she in Samsung official online inquires to Beijing book building near a Samsung special repair point, with mobile phone to carry out the test.

Miss Liu: The test results more than 20 minutes later said that the font has been degumming, I said degumming is what concept, he said you have been particularly heavy external impact, so it is loose, so it can not use. Then I said that the first one was not subjected to that kind of force. Second, if it is degumming, it is just loose you sticky can, why do you want me to change this font. Then he said that the repair must be changed to the font.

Staff told Miss Liu, the font is Samsung S3 mobile phone motherboard on a chip, because it is Miss Liu's own improper use, resulting in the font degumming, so the cost of changing the library should be entirely by her own commitment, the price is 760 yuan.

Miss Liu: Then he said, whether you do not repair, I said not repair, too expensive, I said this is enough to buy a new mobile phone. He said that it is cheaper for you, I said you can be much cheaper, he said 550.

Samsung staff's offer soon dropped from 760 yuan to 550 yuan.

Miss Liu: I felt very awkward at that time, because it is not a vegetable market, then I said no, 550 is too expensive, I do not repair, and then he said that 500, can not be lower, this is the lowest we can give the price.

A Samsung company regular repair point, unexpectedly still can bargain, this let Miss Liu is very think impassability, but more let her doubt, because this mobile phone price is very expensive, so she usually use very carefully, never knocked over and fell, there is no Samsung maintenance point personnel said, "under the impact of a particularly heavy external forces" situation , the character of the chip is to degumming the damage, or have their own problems? Miss Liu decided to complain about the situation to Samsung customer service. After a twists and turns, Samsung customer service gave a reply.

Miss Liu: He said will I this test data and pictures returned to the manufacturers, manufacturers will confirm what is the problem, is he said the font degumming, in the end is not really the problem, the manufacturers will give a maintenance advice.

Then, after the coordination of customer service, Miss Liu this mobile phone warranty problem can be successfully resolved? This day, the reporter followed Liu again came to the last to the Samsung repair point.

Miss Liu: Last is the newspaper 760, does not guarantee.

Maintenance personnel: What is the reason?

Miss Liu : font. Why not warranty this thing? Because I haven't been insured yet?

Maintenance personnel: Certainly inside has the question, the concrete I am not very clear, anyway I check the system is writes 760, because the last time to show you the engineer is not today, but so long certainly also can not remember clearly the specific reason cannot guarantee.

The receptionist found another maintenance engineer for Miss Liu.

Maintenance Engineer: It is certainly not a simple problem of the font, there are other reasons.

Miss Liu: How long is the test?

Repair Engineer : It's almost half an hour, more than 40 minutes.

About 40 minutes later, the maintenance engineer finally took Miss Liu's mobile phone out, but the test results are completely different from the last time.

Maintenance Engineer: You this machine I estimate, at that time this thing entered, you see this all become so, entered what thing is like this.

Miss Liu: How did you get into something?

Maintenance Engineer: It is estimated that because of this situation, the font is broken, it may be the end of the immersion solution.

Miss Liu: Dip in the tail?

Maintenance Engineer: Then lead to charge when not dry, a short circuit, it will be so.

The same Samsung mobile phone, the same official repair point, a test results said that is the impact of external forces to degumming, and then again to detect the end of the dip into the tail inserted into the loss of the font, which let Miss Liu and the "economic half-hour" reporter was very confused, which test results more reliable? When Liu questioned, the maintenance engineer quickly changed his mouth.

Maintenance Engineer: But I do not know, because this specific situation I have to ask him, he may not remember is not your machine, I look at one, wait a moment. It may be that if it is degumming, it is gum crack.

Detection of 40 minutes, the conclusion is that the end of the leaching solution lead to short circuit, now after Miss Liu reminded, the engineer only glanced at, and immediately overturned the test results he had just done, said that it is the character of the font degumming caused by the phone failure.

Maintenance Engineer: This degumming, may say is artificial, outside force, fall, all is possible. This estimate specific situation, anyway on a word, degumming words, according to me, should be fall caused.

In the face of consumer doubt, the Samsung repair point staff at random change the results of the test, and the following launch of the dialogue, the more let consumers feel surprised, talking about the maintenance of price standards, maintenance personnel as in the market, began to bargain with consumers.

Maintenance Engineer: Minimum 700.

Miss Liu: Last time I remember his friend said 500.

Maintenance Engineer: OK, then I'll help you stay, he said 500 to 500.

A channel through the formal purchase of authentic licensed Samsung mobile phones, in the warranty period, especially in the face of the font door, Miss Liu did not enjoy the free warranty services Samsung. Samsung's repair point also put its own responsibility to the clean, the only clear, is the maintenance costs can be discussed.

And Ms. Liu has the same encounter with Mr. Li in Beijing. At the end of September last year, Mr Li also bought a Samsung Galaxy S3 mobile phone through regular channels, and after 10 months of use, the phone suddenly froze and could not be opened.

Mr. Li found a Samsung service center in the north of Beijing's An Hui, where a staff member tested his mobile phone and told him that it was also a malfunction caused by improper use of the consumer.

Mr. Li: Say that the place where the charge mouth, after the traces of water, and then said it is moldy or hairy again.

Staff: the chip on your motherboard may have burned down, possibly because your water caused a short circuit burn.

Mr. Li feels very strange, how can his mobile phone get into the water somehow?

Staff: It is likely that there will be sweating ah, for example, the water of the phone, mouth with air, maybe because of this bar.

Mr. Lee himself was baffled, according to Samsung this mobile phone hardware configuration, which is installed in the water test strips, if the mobile phone water, the test strip will change color, but the staff did not check the intake strips, but only according to the naked eye to judge the vicinity of the charging mouth is suspected to be traces of moisture, the decision is due to the Therefore, it is not within the scope of Samsung warranty, so the cost of mobile phone repair needs of Mr. Li himself to bear.

Mr. Li: Say you want to fix it, it is 780 yuan, he said you want to fix it, then because this is a bit expensive, then I did not repair.

Mr. Li held a try and found another Samsung service center, unexpectedly encountered the same answer.

Mr. Li: This should not be guaranteed, then I said it is the problem of the online font, he nodded his head.

The cause of the fault is quite, but how to repair, the repair point reported and the last repair point completely different prices, Mr. Li startled.

Mr. Li: He said that this needs to change the motherboard, everybody is about 2000, then this is the official stipulation, changes the motherboard more than 2000, therefore this cannot accept.

See in the warranty of Samsung mobile phone can not be guaranteed, and the official quote a higher than a, Mr. Li finally found himself a private repair point, spent 350 yuan, changed the font, smoothly repaired the mobile phone.

Private repair point: I think this should be a flaw in hardware design, I think it should not be an issue of insurance.

Not only in Beijing, but also in Xi ' an, Mr. Wang has a similar experience. He spent 5299 yuan in October 2012 buying a samsung Galaxy S3 China Unicom contract machine. In the use of nearly six months, the phone suddenly out of the question.

Mr. Wang: At first there is a flash-back, the phone constantly restart the shutdown, and then people can not stop, and then this time lasted about two days, then it becomes unusable, it can not boot.

Mr. Wang found a Samsung special repair point in Xian, the staff told him that mobile phones need to change the hardware.

Mr. Wang: They don't admit it, which means we're not sure where the problem is, but we admit it's a problem with the machine hardware.

Even if there is a problem with the phone's hardware, staff say it is not covered by the warranty.

Mr. Wang: He said to me at the time, because there are some injuries on my machine. But we can not go to forensics now, this hardware is our own reason, or because you are in the use of the improper cause of the process.

Mr. Wang admits his mobile phone did fall once, and in the photo he provided, the reporter saw a slight abrasion in the upper left corner of the phone. But he does not think this is directly related to the phone crash.

Mr. Wang: Because I am in the first week of purchase, I may accidentally use, and then knocked, but my machine appeared the problem of the font door is five months later, I think the two are not necessarily related. But Samsung does not recognise that my injury may be hidden.

After being refused the warranty, Mr. Wang also contacted Samsung customer service through other channels, hoping to claim a statement.

Mr. Wang: Go back to play a 400 of Samsung's official phone, and then he said I need to apply to the higher authorities, then the application is not through his application, or refused the warranty. Then I have a few on Weibo, @ Samsung mobile phone website Weibo, and then Samsung Weibo means that they did apply to the superior, and then can not be guaranteed.

Samsung official Weibo replied that they could not be guaranteed, only for Mr. Wang to apply for a preferential repair price.

Mr. Wang: At a cost price, is that they don't calculate the money for me to fix, then they told me, I took the store when they told me that the repair price is 1600 yuan, then I said that well, then your cost price is how much money, he told me the cost price is 1200 yuan.

Their mobile phone is clearly in the warranty period, why still bear thousands of maintenance costs? And the maintenance point of the staff ambiguous to tell him that the phone hardware out of the question, then, the hardware what is the problem? What part of the problem? Mr. Wang asked the maintenance staff to produce an appraisal report for him, but he was refused.

Mr. Wang: I asked them to give me one, the entity of customer service to give me a report, is to say that the problem of the font, Entity customer Service said they are how they can not out of this report, if they come out of this report, their physical store will be revoked.

Finally, the disappointed Mr. Wang can only find another private repair point, only spent hundreds of yuan to repair the mobile phone.

Mr. Wang: The explanation they gave me was to rest assured that they had almost three to five days a day, three to five of these models, guaranteed to be repaired, and the result was that I was able to fix it at 400 bucks.

Miss Liu, Mr. Li and Mr. Wang have experienced or are encountering many Samsung consumers in China. Enter "Samsung Font gate" on the search website, relevant web pages as many as 1.03 million, search on micro-blog "Samsung Font" also has 817 results, in addition, by the encounter with Samsung font door of the consumers built QQ group of not less than 6, the largest group of members reached more than 400 people. More importantly, consumers claim to be the Samsung handsets they buy in the regular channel, are in the warranty period, but can not enjoy the free warranty service, and Samsung official repair point of the quotation, is ridiculously expensive, less than 7, 800 yuan, more than 2000 yuan, close to half the price of mobile phones.

A lot of Samsung mobile phone out of the question consumers told the "economic half-hour" reporter, a small font of the chip, to bring them, is helpless anger. The consumer rights and interests have been violated, is angry, but Samsung's indifference, so that consumers are feeling helpless, as a big international company, Samsung mobile phone consumers are all over the world, is not only Chinese consumers encounter the problem of the font door, other countries, consumers, they use the Samsung similar type of mobile phones, Have you ever experienced a similar phone crash? Are they also in a helpless rage?

Samsung frequent crash problem has spread to global Samsung after-sales service domestic and foreign circumstances big different

In the English forum of a Samsung mobile phone, a netizen published a post titled "Samsung Note2 (gt-n7100) mobile phone sudden sudden death" on July 7, 2013. The reporter saw that the beginning of the post wrote: "Two weeks ago, my phone suddenly froze black screen, at first I thought it was a software problem, but then I gave the phone back to the factory settings, trying to use no software in the case of using it, but this does not solve the problem, even in the bare metal case, it also began to panic. I checked all my system settings and I didn't find any problems. Sometimes it will panic when I use Google (1007, 3.70, 0.37%) map, sometimes it will panic when I set up, sometimes it will panic when I send information, a day will crash several times. ”

The foreign Netizen's description is similar to that of the Chinese consumer interviewed by the "economic half-hour" reporter. Coincidentally, "economic half-hour" reporter then in a number of English forums have seen consumers of Samsung mobile phone frequent crash complaints, they put the Samsung mobile phone This problem called "sudden death syndrome." Then, when the economy half hour reporter searches the English search engine "Samsung sudden sudden death symptom" Such keyword, has appeared 184,000 related search results. It seems that both the Chinese consumer's "font door", or foreign consumers called ' sudden Death syndrome '. The problem of Samsung's frequent crashes has emerged in a number of markets around the world.

On YouTube, the world's largest English-language video-sharing website, May 12 this year, a foreign Netizen posted a headline: "Help, Samsung S3 mobile phone can not boot" video, he said his Samsung mobile phone is how to "change bricks"?

This video attracted nearly 30,000 users of the message attention, the reporter saw a netizen called Wesover21 said: "You find what is the problem?" My phone was like this yesterday, and I'm going to tie it to a bazooka and blow this crap. Why is this! "There are a lot of users who also said that their Samsung mobile phones have the same problem." "My phone got a problem from the first day I bought it, and yesterday it turned off and never opened it again." Samsung! Fix your product! ”

Although most of the complaints are heard, there are some comments that have aroused the high concern of Chinese consumers. On the website called the ' Samsung Extension ', the Netizen posted: ' He searched the internet for the frequent crash of Samsung handsets, and Samsung has started repairing these problems in Europe, such as the UK. '

And on the website of another technology product discussion, in this title, "Samsung Galaxy S3: What is the most consumer complaint?" "In the article, the problem of frequent phone crashes is also mentioned, the article wrote:" This problem only occurs in part of the 16G Samsung S3 mobile phone, the problem is related to flash chips, if you encounter this problem, you will find that no matter what you do your s3 can not boot. "It's worth noting that the article mentions a specific solution:" You can go to Samsung's service department and you can get a replacement or repair service. "Then, foreign consumers in the face of Samsung mobile phone frequently crash problem, really can enjoy free repair or even replace the new machine service?" Let's take a look at a video released by a foreign user.

Foreign friends: This phone I spent 6 months, today it suddenly broke, the logo has been parked here for one hours, I have tried everything, the battery out, installed, restart, but it still no change. Then I tried to fork in the charge card, charge it, and reboot. See this circle in turn, this phone is really bad. This is a hardware problem, I just searched the Internet, this symptom is called sudden death syndrome, if your mobile phone appears this problem, you only need to go to the local mobile phone store, take this phone can be a new one.

From "sudden panic" to "no Boot" to "font damage", Chinese consumers are told that they are being artificially damaged and are paying high maintenance costs, while Samsung mobile phone consumers in many countries outside China claim that consumers can go to Samsung's repair center for free repairs and even replace a new cell phone. Samsung Company in the after-sales service really in the implementation of differential maintenance policy? The economic half hour reporter interviewed a living in the UK student Xiao Zhao.

Xiao Zhao: I said to buy 6, 7 months is not still within the scope of the warranty. They said no problem, they said it was simple and quick.

British students Xiao Zhao told the economic half-hour reporter, she had a mobile phone in the United Kingdom Carphone Warehouse for mother bought a Samsung S3 mobile phone, the use of six or seven months after the phone suddenly black screen, and then a frequent crash phenomenon, a few days ago, She consulted her mother about the after-sale service. The operator at the London mobile phone store told Xiao Zhao.

London Mobile Store service staff: Take it back to Carphone Warehouse we will send Samsung repair, about 2-3 weeks. During maintenance, they will give her a temporary mobile phone to use first. If they don't fix it, they'll give you a new one.

Xiao Zhao: ok, so this is guaranteed within the scope of the warranty?

London Mobile Shop Service staff: Yes.

Xiao Zhao stressed to us that he did not take his mother's mobile phone to the on-site consultation, simple inquiries, the staff on the initiative to tell her, because her mother's phone is still under warranty, so Samsung will be free to repair mobile phones, and maintenance of a mobile phone for free use, if not repaired, A new cell phone will be replaced for free. And it is noteworthy that Samsung mobile phones in China to provide a complete warranty period of only one year, and Xiao Zhao's mother in this call Carphone Warehouse British operator bought Samsung mobile phone, the warranty is two years.

Xiao Zhao: As long as you are a mobile phone in the two-year warranty period, you just send the past to repair on the line, it is very simple.

Not only is there a major difference between British maintenance and China, even in Hong Kong, Samsung for the emergence of the font door problem of mobile phones, maintenance policy and the mainland is completely different, in the interview "economic half-hour," the reporter learned that the Shenzhen netizen Samsung S3 mobile phone due to purchase from Hong Kong, after encountering the font door, He has a free warranty in Hong Kong and a replacement for the phone's motherboard. Another netizen in Dongguan, Guangdong, also bought Samsung NOTE2 mobile phone in Hong Kong, after encountering the font door, he will return to Hong Kong mobile phone, although the phone has been brushed machine, but he still enjoy the free warranty, replaced the motherboard.

At the same time, in the United States, the Netizen posted that his Samsung S3 mobile phone intermittent panic, Samsung replaced the motherboard for him, while the Netizen pointed out in the article: Believe me, this is not a software problem, but a hardware problem, it is recommended that the consumer in the warranty period to be replaced.

Subsequently, the financial channel in Tokyo, Japan, "economic half-hour" reporter also in the Japanese market, the use of Samsung mobile phone survey. Economic half an hour reporter from Japan's largest telecommunications operators to learn from the customer, Samsung mobile phone in the Japanese market warranty policy is, in addition to the battery board is not covered by the warranty, as long as the warranty is not man-made failure, maintenance costs are free. In addition, during maintenance, the operator will provide users with the same model free of charge to facilitate users.

In China's consumer market, Samsung mobile phone quality problem is called "Font door", and in international consumption, Samsung mobile phone quality problem by consumers known as "sudden sudden death syndrome," but it should be noted that the same quality problems, Samsung mobile phones in the after-sale maintenance, to give Chinese consumers and other countries of the treatment of consumers, is the difference. Consumers in mainland China need to spend money on repairs, while consumers in other countries and regions can enjoy free repairs and even replacement of new handsets. We are not experts in after-sales service issues, and we listen to the professional judgments of legal experts.

Lawyers argue that Samsung is suspected of discriminating against consumers ' right to fair trade

Chu Baochang: Whether it is China, or the question of the font gate or in foreign countries called Sudden Death Syndrome, are quality problems. In the warranty period should be free to provide maintenance, which is the basic manufacturer of an obligation, but also statutory responsibility, | | Unless there is sufficient evidence to prove that consumers seriously use improper cause, damage, otherwise, should be discharged the statutory obligation to provide free maintenance, rather than to find excuses to damage the interests of consumers, should be free maintenance, but also to collect high fees.

And for Samsung companies in different countries for consumers to implement different maintenance methods and maintenance policies, Chu Baochang that this is the Samsung company on the mainland consumers of a consumer discrimination.

Chu Baochang: His discrimination is not only a general moral, or an attitude discrimination, but a clear violation of our Chinese laws and regulations.

According to the Consumer Protection Act of the People's Republic of China, article tenth expressly stipulates that consumers enjoy fair trade rights. Samsung's aftermarket standards have been "shrunk" in China.

Chu Baochang: If favoritism, or to different areas of different treatment, the same quality problem to adopt a different approach, which is to consumers fair trade conditions for infringement. Administrative Department of Industry and Commerce and Quality supervision and management department, if in the investigation found that its product quality defects or quality problems, and not to provide services to consumers, not to improve, industry and commerce administrative departments or related management departments can be based on the Consumer Protection Act and the Product Quality Act of punishment.

"Half an hour of observation."

In order to protect the interests of consumers, in order to truly understand the consumption problem in the consumption area, the reporter of "economic half-hour" in the past more than 10 days, in the mobile phone industry, in the legal experts, the Samsung mobile phone font Gate incident, conducted an investigation, but when the investigation carried out to the present time, I believe that All consumers are talking about a word that is fair.

Is there a quality problem with Samsung-related phones? Is Samsung already aware of the quality flaws in its products? Samsung the problem of these mobile phones, exactly how much product failure rate? is Samsung aware of its own repair station and the maintenance of charges that are still under warranty? What is Samsung's explanation for the unequal post-sale maintenance policies in China and other countries? These questions and facts, already in the Chinese consumer market, and all consumers in front, we need an answer, a fair, honest, business ethics of the answer.