Products sales personnel are often in eloquent things to boast its own good rice takes good bargain at the same time consumers are busy, but very few people really care about the service.3.15 burst from this year's "HP door" to the recent "Little Swan Washing Machine complaints" after-sales service of electronic products has once again aroused concern people, Times investigation found that after-sales service of electronic products, there are many walk in the marketgray edge of the "hidden rules" are in urgent need of related industries and sectors of the specification.
Notebook repair: tricky, a lot of good and bad
"The new rules, new power" is the CCTV "3.15 party" theme, the purpose is to reveal the existence of various types of industry, unspoken rules, which have the HP Care Pack service centers that do not meet the three packs of the "doorway"white world.However, in a press interview survey found that there are many unspoken rules still hurt the interests of consumers, even some aftermarket brand computer manufacturers authorized repair shop is no exception.
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Paul had three times after the high prices
December 2006, Mr. Kan, who lives in Pudong purchased a HP V3145 laptop, using more than a year later, in July 2008 of the day, the computer suddenly will not boot, black screen.155 East Road to the HP Care center, the engineer told Mr Kan, a motherboard burned.Since the warranty period, re-engineer a replacement for the board, Mr. Kan.However, the temperature is always high computer repaired, Mr. Kan computer comes with its own procedures for testing a bit and found the motherboard temperature of 100 degrees Celsius.May 2009, Mr. Kan computers another "strike" was.HP service center to get gold again, the other party has informed that the warranty period has expired, Mr. Kan can no longer replace the motherboard free of charge, for replacement, an additional payment of 1,000 yuan.
Feel that asking price is too high, Mr. Kan then took the computer to an ordinary computer repair shop, the owner told him that the problem is common in the HP computer, graphics card and motherboard is probably not a good weld between, as long as to be a BGA (virtualwelding), re-weld click on the line, and the price Well, as long as 300.
Decrypt the unspoken rules: no brand sale "board-level maintenance" Qualification
Some brands of after-sales service is outsourced to service providers, these repair shops of course, the pursuit of profit.There was a certain brand of service personnel so told reporters: "warranty period, you are God, out of warranty, after that we have the final say." In addition, Mr. Kan from the side to find out some technical strength authorized repair shoppoor, does not have the "board-level maintenance," the qualifications, so the problem encountered in the motherboard, only a change of the matter.
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Replacement parts only "yield" no new
Mr. Kan's problem has not ended.On Friday, he saw the news in Hangzhou, a student found himself replaced the motherboard actually posted two labels, ie, HP service center for a piece of their old motherboard.Mr. Kan under the disturbed mind, "is not my old motherboard is it?" Mr. Yu Shihan after opening the notebook lid, and sure enough he found the problem was: The paper exposing the bar code on the motherboard up, the following impressivelythere is a bar code, two different code on paper, but this bar code below was yellowed paper, a look that old.
Mr. Kan immediately call the customer service hotline 800 HP, hoping to replace a new motherboard, the other party has said that the board now, Mr. Kan normal use, it does not belong to replace the column.Mr Kan had to change the motherboard, Dongfang Road, HP Care Center has replaced the block does not recognize the old board, but did not say that the new motherboard, but repeatedly emphasized that "This is a rigorously tested by manufacturers of motherboards for normal use."
March 30, reporters call the HP customer service hotline, customer service personnel clearly told reporters, according to three packs of HP replacement parts for the consumer is "new, well-tested components."As for Mr. Kan, she said that before to verified response.
Similar questions, Mr. Kan, is not new.Prior to the outbreak of Dell have too many complaints from consumers, the causes are Dell refused to replace the new parts for consumers, but can only provide guarantees for the use of "yield."However, such a "yield" new life can be compared with? Not a vendor answers.
Decryption unspoken rules: a cheaper
In fact, in the maintenance industry, the replacement of old parts industry has been an unwritten "hidden rules."
In many cases, replacement parts for the consumer is to re-Depot Repair and tested over the "yield", which naturally is to cost considerations, or how a large number of parts down for "digestion."But an industry source revealed to the press even more startling insider: Many brands of internal personnel authorized repair shop sent the company's new accessories through various means "to shift the" out, or a third-party repair shops to sell online, butcan only be put on to the consumer "recycled" over the "yield."
The official told reporters, and some brand repair shops insiders and some third-party repair shops collusion, when bail consumers to repair these third-party repair shops, these outsiders have a piece of the old board to the stores who, by theThe repair bill for filling out a fake (fill in the information is in a real consumer protection), from manufacturers to "cheat" have a new motherboard to external parties, and get a fee, "the commission each board is 200 -400 yuan. "
Sometimes, the brand repair shops also through the "back door" means to make a profit."For example, the machine can not be switched consumers, in fact, just the memory slot oxidation, wipe with toilet paper on the line. But the repair shop is likely that the motherboard is broken, and to raise money for the motherboard." The source, then from the otherwhere to find an old board, the change to the consumer computer, and to find the name of this old motherboard brands to the new motherboard.The one hand the consumer had a good motherboard to another bar pretending to be labeled a new motherboard, and perpetrating a fraud to get out of the new board were sold online.This person has bought in the online board, USB interface, screen wire, these accessories are above a certain brand of special tags, "which is to be changed from the repair center out."
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How to determine damage to human
August 2006, hchh spend 2 million on the purchase of a SONY SZ26 notebook computers, not six months, the laptop will be there bright spots on the screen.Designated repair shop to get Sony, engineers looked at and said, "This is your own man-made damage, not covered under warranty, take a paid 3,000 yuan for Ping." Hchh it was an emergency, and this sets their ownComputer Love as precious, never carefully gently, never knocking over, how is human factors? the face of his defense, the engineer does not care, but insisted excluded.After returning home, hchh check the Internet only to find the bright spots this computer problem is not a person has their own, many users have raised the same fault, but Sony are given a unified response "human damage is not warranty."
Made him almost to tears, in 2008, Sony said in a statement for this product, consumers can protect the free-for-screen, you can have 过了保修期 the hchh were not allowed to enjoy such treatment.
Decrypt the unspoken rules: the high maintenance costs onto the consumer
LCD screen for bright spots, leakage phenomenon, generally after-sale repair shops will directly determine the man-made damage, but in the end what is human, what is the machine itself fails, there is no standard definition of maintenance personnel often depends on subjective judgments.In fact, the industry, the LCD screen appears leakage, force is certainly a reason, but sometimes it may be the LCD screen when the individual processes in the production of abnormal, baking time or temperature is not enough, there is moisture inside, appeared after a period of time before failure.However, because the higher cost of replacement LCD screen, so most manufacturers are reluctant to change to the consumer, and responsibility for all excuses to the user.
TV repair: a cold as a "cancer" treatment
Before color TV CCTV shelling ignited foreign brands, said LG, Sony and other TV companies playing word games and shirk responsibility for the warranty, the implementation of the screen 2-year warranty instead of 3 years of practice.In fact, appliance service, the screen saver for 2 years or 3 years, only one small problem, maintenance is the numerous shady.TV there were minor problems, the maintenance personnel to diagnose the motherboard is broken, get a cold as a "cancer" to rule, and then charge high fees, some service personnel fail, even under the dark on the TV, "killer."
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The interface is said to loose bad motherboard
Although the matter has already passed more than a year, but the process of bring Konka TV repair, Ningbo, Zhejiang, Mr. Wang is still resentment.
Mr. Wang in the December 31, 2007 Konka breath purchased 4 LCD TV, "I have more support domestics." But the enthusiasm of his support for domestic products after a period of time took a hit, in November 2008, WangTaiwan President found that the value of 1 million LCD TV Konka problems appeared, the picture often becomes blurred, to the more serious the situation in December.But Wang is not often watch TV, "and when I suspect that it was a problem at the set-top boxes, it has been New Year's Day 2009, when the drag began to repair."
Mr. Wang is the first hosts to set-top box's maintenance staff, the other said it was bad TV.He then call the sales hotline Konka, "I played that Konka 'thumb' hotline is absolutely regular." Maintenance staff came to the afternoon of Mr. Wang's home, "the perception that maintenance personnelnot professional, there is no uniform dress code. "The maintenance staff opened the machine, after a moment said, the TV board is broken, need to replace a new motherboard, accessories plus maintenance costs total of 1,200 yuan.Although I think the high cost, but Mr. Wang was agreed to replace the motherboard.
A few days later, maintenance staff again took home a new motherboard.Remove the old motherboard but installing a new motherboard, the TV still can not solve problems, "the screen is still very vague," Wang said.Even the maintenance staff are at a loss, "This shows that the motherboard is not bad, I was guessing, is not it loose some of the interface." Maintenance staff began to check the interfaces, "Sure enough, the signal interfaces is loose." Kingsaid Mr..So maintenance staff back into the old board, turn on the TV screen and found a clear recovery.
Finally, so that Mr. Wang did not expect that his maintenance staff still has to collect the maintenance costs of nearly 500, the other said it was company policy, Mr. Wang had to pay."I just want to ask Konka, do not know for maintenance staff, board it? Why are so high maintenance costs?"
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Business fails the "underhand"
Miss Ho opened up the phone when she was driving to the hospital for the patient meal delivery, lift maintenance of LCD TVs that experience, she has also feel a little scared.
Last October, Ms Ho, who lives in Chaoyang District, Beijing home of more than 3 years using the LCD TV fails, the TV is always difficult to open.Miss Yu Shihe the maintenance of telephone calls that day to come to maintenance personnel.Repair more than an hour, maintenance staff then told Miss Ho TV has four capacitors is broken, he has put on a good capacitor, and then Miss Ho would pay the cost of materials and maintenance 500."I think cost is too expensive, and then call to ask my father, my father is a senior technician, electrician, he told me as long as 5 cents a capacitor," Miss Yu Shihe maintenance personnel do not agree to change capacitance.Maintenance personnel later said capacitor and back down to good, and let Miss Ho paid a 50-site fee."He went away, also told us not to turn on the TV, otherwise easy to breakdown."
Maintenance personnel left, Miss He found that television never could not open it, "according to several times more than before switch, or can be open, but you can not open after repair." Miss He called again to each other, to restorethe situation before television, the other party refused to come back.
Later, Miss He found a friend, a skilled home to see friends, find the power switch the start line some loose, welded after somehow.But the TV screen is still not lit, check the machine after the discovery of several capacitors are all within the reverse, and is then eliminated after a failure on all, "friends said, capacitors can easily lead to reverse the TV explode." Miss Ho hadthat maintenance personnel do not accidentally reverse a capacitor, but the friend told her it was impossible, "said the friend know something about technology and a little on the dim sum, they can not reverse capacitance." This makes Miss He was very angry and scared"line has always been a little loose, he said, want to change non-capacitor, to charge us 500. We do not want to repair, he took over the capacitor reverse, and regardless of how dangerous this is really nothing to say."
Mobile phone repair: a "man-made damage to the" no "human norm"
In the mobile phone after-sales treatment of the most controversial is how to define "human damage", but rather ironically, a lot of brand mobile phone repair point can easily determine the user's mobile phones are "man-made damage" at the same time, but not on itsThe various service points effective "human norms."
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Three new mobile phone repair stations even into the "get it working"
Buy a new phone back after problems, ran several designated repair station in Shanghai do not solve the problem, and finally had to express to the Beijing headquarters of the phone to repair.Yu recently met members of the public mobile phone service events so that he dared not address him in the future to go repair a cell phone.
In February this year, Yu found himself bought a new language of days less than thirteen days Huaping phone, Yu's first reaction is to take it the point of purchase mobile phones - in the South Mall of the 移动营业厅 repair.To 移动营业厅, the sales staff from the South Mall to Yu to the nearest designated repair test day language.Yu think Anyway, the designated day language detection point, and to the detection point of sales than it did indicate to the mobile phone test point on the warranty card is more convenient transportation.But the way to the party named in Shanghai Zhu mining language is still the day after the detection point, Yu found the layout very simple, in addition to day language cell phone, detection point also helped many other never heard of the brand to do testing.Inspectors took the phone, looked after the man told Yu it is damaged, no warranty.Yu, inspectors questioned the spot without making any checks to determine the mobile phone is man-made damage to the unfounded, inspectors noncommittal.
Yu was removed and after the warranty card to the designated service center for testing, this time much larger than the previous store, inspectors will also bring back Yu's phone garage (door closed) for the boot check.Although the final test results are still a Yu unacceptable "human damage", but he felt a lot of the formal than before.Detection of point can not be given the phone Mr Yu accepted that "human damage" reason, respect for Yu, now days the phone language to the Beijing headquarters of the service delivery point for inspection and repair.Yu attitude of the mobile phone manufacturers expressed satisfaction with the repair, but he felt quite puzzled why the same is the designated test point detection method will be so much difference? Also specifies checkpoint, why do not have to go to Shanghai, Beijing?
Reporters on the Internet to see, Yu and a few such cases.User "seeds Hong Durian" Post said they purchase a certain brand of service center in the specified brand suffered a "high maintenance" - the cost of materials for the battery antenna 160.In other maintenance point he only spent 30 yuan will not solve the designated service center brand issues are resolved.Many netizens questioned, brand mobile phone repair detection point why it seems so irregular it?
Decrypt the unspoken rules: one hundred thousand yuan detection point can join the brand
Mr Yu's two days reporters mobile phone receiving a single language to see, two equally prominent place in the printed "K-Touch Tianyu" brand on the words of the acceptance form, a name taken is still in Shanghai, the otherZhang's name is on the Hailing An (air exchange).Mobile phone repair industry Zhengwu Hai (a pseudonym) told reporters, in fact, many big brand mobile phone almost never involved in this one after-sales service, but to delegate to others point maintenance inspection, the contract mobile phone repair detection point will naturally be good and bad."A lot of maintenance inspection point is located in residential building, which is called the engineer may have learned a few months, apprentice service technician." Zheng Wuhai feels that, although the brand authorized repair detection point, but in fact does not mean anything."A lot of brand maintenance point is the phone repair shop from the street 'amnesty' in the past, some of the brands to pay a ten million to repair your brand machines. Of course, they will sign some agreements between, such as joiningbrand mobile phone can be after the service, can provide a unified brand printed word acceptance form, you can repair parts, and so the use of the brand. "
Press Office learned from other people in the industry, the maintenance points in each brand can be judged in a number of users or the merits of the."In general, mobile phones written in the warranty card is the designated repair large, but also more formal repair. And consumer cell phone if a problem, some people first reaction is to find the seller, the seller for fear ofTrouble often allow consumers to go to a nearest service point. However, such repair point, although a license, but some do not in the warranty card, the size will be smaller, fewer consumers to "Paolu", it had to sellindicative of the maintenance point home. "mobile phone repair personnel Choi told reporters.Tsai added that "the general line maintenance in accordance with the rules of cell phone, if you test before the detection of a down with the brand is 'man-made damage' or other problems, the next test point is usually not overturn the results of tests before the ... ...Otherwise, can easily lead to user complaints. "