The net buys the home appliance to say that returns is not easy

8 15 electric Business War by the industry as a fruitful PR war, it let people know that regardless of the size of home appliances can be purchased online, but the aftermath of the electric business war also passed to the consumer an important message, that is the net to buy home appliances want to say that the return is not easy.

Turtle Speed return refund was criticized netizens, Mr. Han told our correspondent, in this year's 8 15 price war, he in Suning easy to purchase the SLR camera failed to arrive in time, due to emergency, can only handle returns to store purchase, but the return money has not been to the account, several times and suning easy to buy customer service communication have no fruit.

"From the start of the electric business War until the end of August, we received a complaint about Suning's easy purchase of nearly 300 pieces." "Nanjing Xuanwu District Consumer Association, Deputy Secretary-General Sun Yuhao said, consumers reflect a more concentrated problem in addition to delivery is not timely refund is not timely.

In fact, in the electrical business since the establishment of the logistics of the big city, most of the time the net to buy home appliances delivery speed is very impressive. NET friend Wheat told reporters, she experienced the fastest delivery is "the night before the single, the next morning the goods are delivered, can be called the speed of light." But when it comes to returns, although the major users of the website support 7 days return, 15 days replacement of three packs of provisions, but many netizens use turtle speed to describe. There is a sharp contrast between the speed of light delivery and the return of turtles.

This June, the Chengdu consumer Ms. Liu to celebrate the younger brother newlyweds, bought two air-conditioning on the internet, originally intended to install in the new house, can be sent home air-conditioning, delivery staff said "not responsible for installation, must contact the manufacturers to send technical personnel installation", Ms. Liu had to call the manufacturer's customer service phone, But although the other party said it would send someone to install, but the delay no one came to the door, angrily, Ms. Liu decided to return. Ms. Liu in accordance with the return steps on the site to fill out a detailed return application, and then began a long wait for the goods no one to take, the money is no one back.

Not long ago, the Beijing consumer Miss Jia also reflected to this newspaper, August 26, she in an online mall ordered a Toshiba LCD TV, August 29 received the goods found that there is a quality problem, and through the Toshiba after the evaluation of the quality of the evaluation list. The return procedure was submitted on August 31, the return was completed on September 3 and a refund review was initiated on the same day. In accordance with the provisions of the online mall, will be within 3-5 working days to return the paragraph to her website account, but until the middle of September, still show "refund is being audited." Every time you call to urge the answer is "we will help to urge you to cause inconvenience, please understand."

In this respect, experts in the industry pointed out that in order to enhance the user experience, the shopping process to simplify to the extreme, and put a large amount of money from the construction of logistics, reduce the time cost of shopping, but neglected the construction and improvement of the after-sale service system, leading to consumers in the return of the same good experience.

Cumbersome formalities annoying Mr. Zhang recently in an online mall to fancy a 42-inch flat-screen TV, the price is nearly 1000 yuan lower than the store, he immediately photographed the product. When the color TV was sent home, Mr. Zhang found that there was an obvious scratch in the corner of the TV set. After telephone consulting Mall customer service, he accepted a replacement proposal. But the concrete operation, just found that exchange is not an easy thing: not only to retain the product of all "identity", there are a series of exchange procedures, such as return to brand manufacturers to check quality problems to confirm the quality of the problem is not artificially caused by the buyer to negotiate the purchase of goods and so on.

Compared to Mr Zhang, Beijing consumer Miss Li is a self-inflicted annoyance. October 5, Miss Li bought an electromagnetic stove on a platform, after the order to realize that the delivery address is wrong, immediately contact the website customer service cancellation order, but two days later still received the dealer's shipping message, so Miss Li began with the electric dealer and dealer for half a month long return process. First of all, Miss Li must send a return request to the electric dealer's website, negotiate the return with the dealer, the system appears as "Wait for processing" status. After the successful negotiation, Miss Li shall send the cooker to the distributor at her own expense. Dealers in the confirmation of arrival, login to the electrical business background system, the "Wait for processing" change to "accept processing" and "return success." The next refund work is also the responsibility of the electricity dealer staff. The reporter learned that, in Miss Li's return process, confirmed receipt, to the distributor about 2-3 days, the dealer received the goods, confirmed the "return successful" time of 6 days, after the refund work about 24 hours.

The new seven-day electrical network brand Director Odawara explained that, now there are many types of electric dealers, there are proprietary electric dealers, platform-type electric dealers. Platform-type electric dealer's source of goods is more complex, both from the electrical business itself, but also from other suppliers. And the connection between the electric dealer and the distributor is also caused by a number of electrical business return process complex, long cycle duration.

The entry threshold is difficult to cross the reporter found, return goods must show the manufacturer's quality appraisal report is difficult for consumers to cross a threshold.

Mr. Liu, a consumer of Shanxi province, told reporters that he had bought a Korean-branded color TV set in the online mall before long. He found a few bad spots on the color TV after the test. He thought that this is the quality problem, then to the electricity merchant request Returns or the replacement, but the customer service personnel said, either returns or the replacement, all need to produce the factory the quality appraisal report, but the local factory post-sale service Point indicated that they did not produce the appraisal report the qualification, If Mr. Liu must test, he can only be submitted to the examination, Mr. Liu can only drop.

In fact, not only online shopping malls, online stores to buy home appliances, the return of goods also need to cross the threshold of detection. Even if the manufacturers have the quality of testing after-sales service center in the consumer's doorstep, if the manufacturers after the sale of staff refused to provide testing reports, consumers will encounter the exchange of goods between the channel and manufacturers of the wrangling.

In this respect, Beijing Hui Jia law firm director Chu Baochang pointed out that regardless of the cause of the problem is product quality or installation of delivery caused by the first of all should be the product of the seller to solve, and the consumer to make the corresponding compensation, and then the brand in accordance with the contract signed by the Division of responsibility.

In addition to the quality testing threshold, online shopping malls to attract consumers of gifts and coupons may also be able to catch the footsteps of consumers return. Jiangxi Pingxiang Consumers, Mr. Yang reflected in 2011, suning easy to buy promotion when the purchase of 300 yuan to send 300 yuan coupons attractive conditions, he bought an electric heater, but 2 months later, the electric heater appeared quality problems, Mr. Yang put forward a return, suning easy to buy but said if you want to return the coupon must be returned. "Coupons I've spent, how back?" ”

Li Yafei, deputy director of Beijing Yida law firm, believes that the law on the Promotion of the Act of responsibility the two sides of the provisions than the civil contract in the free gift to more detailed, in the process, the consumer's obligation is to pay, the merchant has to provide consumers with qualified goods and gifts and goods and gifts for the warranty and other obligations, Therefore, in the event of a return, especially in the case of merchandise quality problems, the consumer has full right not to return gifts or coupons.

Receipt of goods is difficult to return in Huzhou city, Jiangsu Province, Mr. Wu recently encountered a problem, the net purchase of LCD TV opened unexpectedly found that the entire LCD screen was completely shattered. Negotiate with the merchant to return goods, but the merchant to the consumer has signed acceptance for the refusal of returns.

It is understood that Mr. Wu in the 1th shop site of a fancy LCD TV, and then contact with Merchants Online customer service personnel to purchase matters. The store customer service staff pledged to use the professional packaging and logistics distribution to ensure the safety of the goods in circulation process, so Mr. Wu under a single shot of the television. Express Company will be sent to the TV to Huzhou Qiayu Mr. Wu to work, courier and Mr. Wu telephone contact after the TV to Mr. Wu Home, and by his father on behalf of the sign. The day after work, Mr. Wu opened the package to see, but found that the whole LCD screen of the TV is broken. The so-called professional packaging of the store is just a few ordinary bubbles and a large cardboard box outside. Mr. Wu immediately contacted the store customer service to return matters, but the store said Mr. Wu has confirmed the sign, does not meet the return condition. After several days of negotiation, the two sides have not reached a final settlement agreement.

Odawara said, the unprofessional logistics in the delivery of flat-screen TVs and other products will indeed cause a higher rate of breakage, in order to avoid the phenomenon of the subsequent wrangling, consumers must bear in mind the prior receipt of goods. Some websites now require consumers to sign and receive goods before they are delivered.

Chu Baochang, director of Beijing Hui Jia Law firm, pointed out that the solution to this problem should still follow the principle of who is responsible for sales, 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 the prior consumer and sales enterprises have agreed otherwise. 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.

Consumer Tips

The net buys the household appliance to be careful according to Guangxi Consumer Rights Protection Committee 2012 3rd Quarter Statistics data shows, the area household appliance commodity quality complaint Case 37, occupies the quality question 24.83%, occupies the commodity quality question top. Especially prominent is the network buys the electrical appliances existence question. To this end, the Guangxi Consumer Rights Protection Committee issued the 5th 2012 consumer Warning: Cautious online purchase of household appliances, rights claims road difficult dimension.

Guangxi consumer Rights and Interests Protection Commission, said the relevant person, the current network to buy home appliances There are three major problems: first, the consumer received goods are damaged;

In view of the above problems, Guangxi consumer rights and Interests Protection Commission please the vast number of online shopping consumers in the net to buy goods of higher value to sign a purchase agreement. Both parties shall name the goods purchased online, the contents of brand, origin, specification, model, quality and after-sale service, as well as the mode of delivery, return conditions, payment period, liability and obligation of both parties, are indicated in the agreement; the consumer must first open the box to check whether the goods are intact and whether they are in conformity with the goods they ordered. Trial by the seller on the spot, found that the problem of rapid evidence, timely to the merchant, to provide evidence for the protection of the ex-post, to obtain invoices, product specifications and three packs of vouchers, which is the key to rights claims; Once consumer disputes arise, consumers should defend themselves against the principle of territorial jurisdiction. To complain or complain to the relevant department in the location of the unit where the invoice bill is sealed. At the same time, consumers can also directly with the network to purchase business negotiations can also be directly to the people's Court to bring a lawsuit, to uphold the rights of law, rational rights. In addition, it is recommended that consumers buy large appliances, as far as possible to the local reputable shopping malls to buy, so that quality and after-sales service are guaranteed.

New seven days of electrical network brand Director Odawara pointed out that, because some electric dealers in the process of control and technical support, after-sales service and other aspects of the omission, thereby damaging the entire industry in the image of consumers. He advises consumers to buy household products first of all, the industry has a high reputation and a good reputation of the online mall, and secondly, the best choice with local distribution and after-sales service capabilities of the sellers (including online mall), and then the second should clearly understand the electrical business service specifications and operating procedures.

Journalist Notes

Should put the interests of consumers in mind once, dare to taste a taste of the consumer network to buy home appliances consumers are most dissatisfied with the distribution speed and distribution quality, now this link in some areas have been netizens use the speed of light to describe, this can not but say is the electrical business to build a logistics distribution system results. The promotion of the shopping experience has brought the consumer recognition and the electric dealer sale scale promotion, but, the rapid expansion market in its follow-up link suffers from "The bowel obstruction" The return is difficult, the replacement is slow.

NET purchase home appliances return difficult, exchange slow, although the cause of various, the appearance is also a variety of, but the reporter felt in the interview, when consumers hope to replace the solution due to manufacturers, businesses, logistics and the problems caused by their own, also forced to stand in the position of the weak, The reasonable application of consumers is not only likely to fall into the dispute between the parties and can not be cashed, but also may be by the electrical business in accordance with the relevant provisions, national standards, such as the refusal, resulting in consumer disputes.

Although some of the explanation of the enterprise seems reasonable, but from the interpretation of experts can be seen, the cause of the dispute or because of the enterprise pre-sale, sale, after-sale system construction is still imperfect, or because the enterprise in order to safeguard their interests, but the relevant provisions of the State to misinterpret. In other words, enterprises refuse to return goods to consumers, is to pursue short-term interests as the primary consideration, in order to sacrifice the interests of consumers to avoid corporate economic losses, but did not really put the interests of consumers at heart.

With the deepening development of internet shopping, low-priced shopping is no longer the first prerequisite for consumers to buy home appliances, the requirements for good user experience is no longer limited to the choice of products, orders, distribution and other pre-sale and sale process, but continue to extend the service, it includes the use of products, maintenance, maintenance, And the exchange when the product is in trouble. Any link because the service is not in place, the system is imperfect and so on causes the consumer to consume the desire not to realize smoothly, all will affect their consumption experience directly, and will eventually affect people's consumption choice thereafter.

When the enterprise refuses to return goods to the consumer for various reasons, it stands in asymmetric information, identification difficult, time cost high rights of the mountain before, consumers may choose to give up and endure, but the heart left the "shadow" will affect its future brand trust, enterprises will also lose huge amounts of advertising investment can not be exchanged for the most valuable word-of-mouth.

The Stone of his mountain

United States

Online shopping can be returned offline more and more Americans are getting used to shopping on the Internet. If there is a problem with the goods, consumers can generally go to the vicinity of the sale of the same product brand stores to redeem or return, in addition, consumers, if the online shopping, the general use of credit card, will also call the credit card companies to stop payment, wait until the product in place or after the problem is resolved This is also a channel to solve the problem.

If the problem is serious for the merchant, there are contradictions and disputes, consumers can also report to the Consumer Protection Association, or even to the small court to coordinate, for businesses, if the dispute into the process will cause great trouble in business reputation, but also want to try to solve the problem, Avoid legal proceedings with clients.

Australia

There are strict terms of trade. Many of the Australian electricity business from the physical store development, because of Australia's staff pay very high, the population is very dispersed, many entities shop business is increasingly difficult to maintain, so Australia's electrical, department stores, audio-visual stores are very keen to develop online shopping mall.

Australia's electricity business and consumers will also have a variety of products on the issue of disputes, but due to strict terms of trade, many problems can be successfully resolved. In accordance with the terms of most of the electricity business, if it is found in the sign of the product has problems, such as the discovery of product damage or expired, and so on, whether it is due to the delivery of the company when the delivery of damage or electricity in the distribution of the time has been damaged, consumers can be signed Within 7 days, the customer will receive a full refund.

If it is because consumers do not like this product, or feel that the goods are not suitable for their own, then within 7 days, consumers can also submit a return to the electric dealer. But this kind of return requires consumers to bear all the shipping costs. If the goods appear to be not man-made damage, and within the scope of the warranty, then consumers can directly and the latest brand of service center to contact for maintenance.