Samsung leaves engineers exposed: Deliberately damage the original mobile phone private deduction and reselling

Separation engineer Explode Samsung mobile phone official repair and shady one engineer who worked for many years at Samsung's official service center said that Samsung mobile phones in the maintenance process there are a lot of chaos, such as engineers through the artificial way to repair the mobile phone can not repair, in order to make money from it, For example, the phone screen is only the outermost glass cover broken, but the repair center requires customers to replace the entire screen at a higher price. All of these are important factors in pushing up the cost of mobile phone maintenance. Although the Samsung Electronics Global Consumer electronics Division President Yunfugen Chinese level generally, there is a pause in the Chinese language, but at the recent Samsung China Forum, he has continued to speak in Chinese for nearly 5 minutes. The importance of the Chinese market for Samsung is unquestionable. Samsung China has created 25.7 billion U.S. dollars (about 157.9 billion yuan) in the Chinese market in 2013, up 80% per cent year-on-year, and in 2013 it overtook North America as the world's first consumer electronics market, according to data from the Greater China region. Samsung has been more prominent in the smartphone market. In the 2nd quarter of 2013 alone, Samsung sold 15.3 million smartphones, accounting for 19.4% of total sales in China's mobile phone market. But behind such market data, Samsung's after-sales service problem is very prominent. Lejiana was originally a Samsung official After-sale repair center engineer, recently resigned. Engaged in the industry for many years he told the rule of Law weekend reporters: "Samsung mobile phone maintenance of the ' water ' very deep, layman to repair mobile phones, will certainly be slaughtered." "To verify the Lejiana, March 20, the reporter took a normal samsung Galaxy Noteⅲ mobile phone to the Beijing city Princess Grave Eagle building on the first floor of the Samsung Electronics Service center, and said the phone often automatically shutdown. After a brief interview, the receptionist told reporters that the phone needs to get background testing. In the process of waiting for detection, the discontent of the witness and the other customer is flooded in the hall, and there is a quarrel between the customer and the service center staff. 40 minutes later, the results of the Samsung Galaxy Noteⅲ were detected. Front desk staff told reporters that the phone reboot is caused by the motherboard, the need to replace the motherboard, but when reporters cross-examine the motherboard where the problem, the staff is vague. After communicating with the engineers, the answer given by the staff member is that "there are many reasons for the motherboard failure, which is difficult to determine for what reason", and replacing the motherboard requires more than 2000 yuan. Under such circumstances, it is normal for consumers to be dissatisfied, Lejiana said. In addition, Samsung official After-sale repair point still exist a lot of chaos: "such as mobile phone can repair but not to customer repair, can change parts of the requirements for more parts, only a mobile phone screen has formed an industrial chain, engineers can get a good income." "10 Mobile phone Nine" is not "Samsung after three packs of three to avoid the responsibility of Samsung mobile phone problems, the official After-sale repair point test results show that the mobile phone exists" man-made damage ", not within the scope of repair. This is a lot of consumers encounterThe problem. August 7, 2013, Mr. Wang with just bought a new Samsung Galaxy Noteⅱ mobile phone to the Beijing city Princess Grave Eagle building on the first floor of the Samsung Electronics Service Center, to the phone can not charge the fault repair. One hours later, the front desk staff from the maintenance room to take out the mobile phone, said the mobile phone "into the liquid", although the validity of three packs is not free maintenance. When Mr. Wang got his cell phone, he was surprised to find traces of a liquid dipped into the charging interface at the bottom of the phone's motherboard. According to the Samsung regulations, due to improper use of users caused damage to the machine is not within the scope of repair. "Liquid", "fall", "squeeze" and other circumstances are improper use. "My cell phone is a new one, it's used very well, and it's always in the bag and never touched with any liquids." The receptionist at the service led me to say that it was possible to put the phone in the bathroom or the kitchen. Although Mr. Wang suspected that the mobile phone had been tampered with, but because the cell phone detection was done backstage, Mr. Wang had no evidence to prove that there was a problem with the repair point. But as Samsung's engineers, Lejiana is familiar with the modus operandi: "I was in the maintenance point of the target is, 10 to repair customers, there are 9 to be judged." The so-called "not" refers to the engineers are in three packs of the period of validity of the mobile phone to determine the situation can not repair. "It is understood that Samsung's official After-sale repair point Although accept the management and evaluation of Samsung headquarters, but in the operation to maintain the independence of the mobile phone to meet the requirements of repair equipment customers, by the Samsung headquarters free replacement parts, so that the maintenance point in addition to get very little labor costs, almost no profit, Therefore, many maintenance points to the mobile phone can not repair, so that engineers can obtain the corresponding maintenance costs. Lejiana revealed: "In my previous service at the maintenance point of the internal meeting, the person in charge openly asked us to" point water "to the phone ' point of water ', anyway, customers do not remember whether the phone is really put into the water, we said the flooding on the flooded. The maintenance point will evade the repair responsibility by various means. ' Point water ' is just a method, such as the appearance of a mobile phone will also be a slight scratch, but also the repair point will be the warranty card without belt, the warranty card is not stamped, the invoice is not clear, the invoice does not indicate product model and other reasons to refuse repair. "Lejiana said. "Most of the customer's mobile phone is not flooded, to the maintenance point into the water, after the customer can only pay, in the process of maintenance points to earn money, engineers benefited, Samsung headquarters to reduce expenditure, the victims are consumers." In the past, only the individual repair point to do so, now this phenomenon is very common, other engineers ' point of water ', you will be considered a fool. "These words have obviously been suppressed in Lejiana mind for a long time," every engineer knows that the cat is greasy, but involved in personal interests so no one would like to stand up and say. "Does Samsung's headquarters know about this and how it regulates it?" Reporters on this issue call Samsung headquarters, but as of press, the other side did not reply. It is noteworthy that China as a threeThe important consumer electronics market, consumers are less protected. According to foreign media reports, Samsung in Africa in 2013 launched a new policy, for Samsung Galaxy S4 this model of mobile phones, users from the date of use two years, if the equipment encountered motherboard water and screen scratches, free replacement parts, and Chinese customers will be their own pockets.