Did you guarantee the purchase of household products? In response to this problem, recently, the reporter visited many local home furnishing stores and conducted a sample survey on many consumers. The data shows that less than 20% of consumers have received warranty service, which is a big gap from more mature industries such as home appliances, telecommunications and gas. Do you know the furniture warranty service? Experts reveal the six blind spots of after-sales Why does this happen? What is the product warranty status of the home industry? According to our reporter ’s survey lasting more than a month, the warranty service in the home industry can be described as very uneven. Reputable brands can guarantee more than 5 years of warranty, lifetime maintenance, and even have repurchase services, and some brands even have nominal The one-year warranty may be difficult to guarantee. Phenomenon The warranty of 30,000 yuan furniture is far less than 300 yuan home appliances A piece of furniture with a price of 30,000 yuan is already regarded as a medium-to-high-end furniture in the current market. However, on average, its warranty service is far inferior to that of a home appliance that costs only 300 yuan. Sigh: How short is the one-year warranty The reporter learned from the merchants operating high-end and high-end furniture in various stores that most of them have only one year's warranty time. If they need repairs beyond one year, they will need to pay for the repairs. The chargeable repair period is usually 5 years, and there may be no repairs after 5 years Service, and the warranty period of air conditioners priced below 3,000 yuan generally has 3-5 years, and the paid service usually extends to life. The one-year warranty period, although in line with national regulations, is considered by many consumers to be "very disingenuous." Some consumers claim that furniture made of wood or metal is not covered by the warranty, and that the chance of problems with the furniture within one year is too small, and all repairs will be charged after one year. Two sighs: how to guarantee without a certificate When the reporter visited the store, he found that apart from a small number of more regulated businesses, most furniture and building materials products will not issue product descriptions to clarify warranty responsibilities when they are sold. Some furniture has no official invoice when it is sold, only a receipt or invoice. More importantly, almost no sales staff in a store will actively introduce consumers to after-sales service matters. When consumers actively ask about it, only about 20% of sales staff will take care of him, and even want to put these If you have any questions, please leave. About 10% of the sales staff also said that they were not very clear. Santan: Unclear warranty More worrying is the scope of warranty. The reporter found in the interview that most of the special products are not covered by the warranty, but in the process of consumer purchases, there is hardly any store that takes the initiative to explain this. Moreover, "man-made damage" is not included in the warranty, but what constitutes man-made damage? Most sales staff just said, "Masters come to the door to see if they can tell clearly." This statement will naturally make many consumers feel very tangled. Four sighs: Nationwide warranty is difficult to do In fact, due to the different strengths of manufacturers, not only the maintenance period, but also the service items of home furnishing companies are also very different from the home appliance industry. For example, home appliance companies often set up special distribution centers and maintenance outlets in major cities across the country to accept nationwide warranty. Manufacturers or their special maintenance points will provide uniform standard services. In the home industry, except for a small number of large-scale Enterprises have a nationwide sales and service network, and many companies are basically unable to do so. Five sighs: the door-to-door time is far away Many home furnishing companies have no clear requirements on the warranty requirements put forward by consumers, such as when to reply at the latest and when to go home for repairs. During the interview, many consumers reported that the warranty call was either unresponsive, or that it was annoying to listen to a long recording of the phone call, or that they did not arrange for the master to come home for repairs after several calls. Lose confidence. Six sighs: role model effect is not obvious Of course, the repair service in the furniture industry also has highlights. The warranty service provided by well-known brand merchants is relatively good. For example, the relevant person in charge of Federal Home said that its products will provide about 3 years of warranty service and lifetime maintenance services. --- Wood's warranty period is up to 10 years. The brand that specializes in making sofas, Stiroland, stipulates the scope and duration of after-sales service to be particularly fine. It is clear that the inner frame of the sofa will be guaranteed for 5 years, and the stitching line of the car will be guaranteed for 10 years. Customized cabinet products are generally better in after-sales service. The free warranty period of cabinets of various brands is mostly in 2-3 years, and many companies have lifetime maintenance services. For well-known brands like Oppa, etc., the warranty period is up to 5 years. After the warranty period, repairs are only required for road and material costs. The higher price of mahogany products, its warranty service will be much better. According to Lin Weihua, CEO of "Redwood Classical Furniture Supplier" magazine, many redwood companies have launched "one-year rebate, three-year replacement, life-long maintenance" and other service policies. Well-known brand companies will do better in this regard: For example, Bo Ji Classical Furniture, one of the "Top 10 Most Popular Chinese Redwood Furniture Brands in 2010," has launched a 20-year 30% recycling service; The title of Wu's Xinglong has repeatedly repurchased many of its own furniture at a price higher than the original price. Lin Weihua said that mahogany furniture is different from other furniture. Many modern furniture is useless after a few years, but the older the mahogany is, the more valuable it is. Warranty responsibility. It is a pity that the home furnishing industry is too fragmented, the market share of brand enterprises is not large, the demonstration effect is not obvious, and flaws cannot be concealed. Confusion Consumers are "not clear" of warranty issues Are consumers also responsible? Field survey shows that although most consumers know that furniture and building materials products also have a warranty, and more than 80% of people will take the initiative to understand the warranty and after-sales services when buying, but most people can be "Because more than half of consumers are completely unclear about the warranty period of furniture and building materials, the scope of repairs is even worse. When the quality of the product is in question, nearly three adults will choose to repair or spend money to find someone else. repair. Less than 20% of people actually seek warranty service. The so-called "no slap in the face", was also in the home appliance market because of many rights protection incidents. It is only in exchange for today's standard, valuable home product warranty issues, should consumers also be more proactive and active What about some?
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Demystifying the six blind spots of furniture after-sales service