A day ago, china's quality news network (china's quality news network) (the chinese journalist seo far-go) received a complaint from the consumer, mr. Gao (alias), that it had purchased a laptop with a brand name this year, that it had been used for less than a month, that it had failed frequently, that it had been repaired several times, and that it had failed so far. What the hell is going on
Over the course of six months, it's been repaired several times
According to mr. Gao, on 17 april of this year, he purchased a thoughtpad x1 nano laptop at a cost of $13,492. A malfunction was detected on 6 may, followed by a call to the united nations post-sales service to repair the axle of the screen, confirm the failure and book the spare parts and replace them upon arrival. Mr. Gao stated that he thought it was just a small accident and that he would inevitably encounter it, so he did not care。
By the end of may, however, mr. Gao had again discovered during his use that the pointer pole (red hat) was drifting. The post-sale service performed software upgrades. However, the problem has not been resolved. On 7 june, he returned to the united nations post-sales service to report that the previous upgrade had not been repaired. Keyboard components were booked after confirmation of failure at the joint post-sale service and replaced approximately a week later. (mr. Gao, a journalist with special interest here, stated that on 13 october, when confirming maintenance hours with the after-sales service, the post-sales service denied having changed the keyboard, but indicated that it was present at the time of the change and that the new keyboard slider had not been torn off as proof)。
On 16 june, mr. Gao was once again troubled by the failure of the computer. I can't turn it on this time. If you want to sell the main board, book it and replace it later。
(the top is the unregistered keyboard component of the changed keyboard, the bottom is the second replacement keyboard fitting, and the u-tonted note is not torn off. (attachments for complainants)
In the following months, mr. Gao carefully used the computer, believing that the failure had ended, but on 11 october, mr. Gao discovered that the computer was not working again and that there was a problem with the keyboard touchboard left。
Mr. Gao claims that he has been exhausted by repeated maintenance as a result of problems so often arising from the use of computers in his company's operations. He applied for a replacement. Jsl replied that, as mr. Gao had purchased invoices with the name of the company, which were not purchased by individual consumers, it had not been possible to return the goods in accordance with the three packages and had to repair them。
In an interview with the network, mr. Gao stated that the maintenance station did not make maintenance records and mistaken maintenance records and was suspected of knowingly concealing the facts. His current claims have changed somewhat, “i don't want to switch, i want to return”. He stated that previously, based on trust in the brand, both for individuals and for their own companies, it had been almost all about branding, and the purchase of electronic products such as computers had cost hundreds of thousands of dollars. "whether or not this computer failure is an example, but personally, i will never trust this brand again."
Response: the three-pack policy does not apply to the issuance of business invoices
In its response to the above-mentioned complaint, the china quality news network (cnn) confirmed to the united nations that it took the situation encountered by the consumer seriously and confirmed that there had been repeated reports. It was also stated that the company had an express requirement that the three-pack policy should not be applied to invoice the business, so that the computer purchased by the consumer could not indeed be replaced。
Expert: impossible explanation of the three-pack policy
In an interview with the network, former tiger wang, assistant secretary-general and director of the consumer steering committee of china, said that producers felt somewhat less responsible for the way in which they handled and responded to shoppers. Some of these explanations, which are a concept of theft, do not seem to be the same as the official response。
According to the former tiger, the exclusion of the consumer protection act does not negate the relevant provisions of the civil code on contract law, as well as those of the product quality act. There is no article in any law that provides for fault in the quality of products. This is the most fundamental principle of equity, and whether there is a problem with the quality of products or the quality of services, one should give the other a fair and reciprocal treatment consistent with the rule of law. It was to be hoped that the group would reflect very well on the case in order to correct the error in practice。
In response to the above-mentioned complaints, liang jin peng, a senior industrial economic observer, expressed his views from an industrial development perspective. In his view, whether in one case or another, the quality of the 10,000 computers that consumers had purchased at multiple cost could be blamed. He indicated that since the acquisition of the ibm's thinkpad business, there had been a decline in the overall quality profile from current consumer feedback. “the quality and quality control of the associated products must be strict.”
Leung zhenpen also addressed the view that the company invoiced was not eligible for a three-pack policy. “this statement cannot be justified. The computers purchased by the consumer are ultimately used by the individual and are fully suited to the consumer's rights protection act and to the three packages, which provide that multiple repairs during the one-year warranty period of the entire machine remain problematic, and that you must replace the consumer with the same model or return the goods.” he also suggested that, with regard to the three packages, consumers could report complaints to the local market regulator or to the dissolution of the agreement, and prosecute them if they were not resolved。
Counsel: computers used by companies are also protected by three packages
Upon hearing the above-mentioned case, the lawyer, wang na na na na, of the law firm of wah chai-hong, in shanghai, stated that the phrase “the three-pack return policy is applicable to individual consumers and not to business buyers” was wrong and without legal basis. Consumers in the provisions on liability for the repossession of certain goods repairs and replacements (i. E. The new three-pack provision) and the consumer protection act of the people's republic of china do not distinguish between individual consumers and business consumers and are afforded the same level of legal protection. The “new three packages” protect the legitimate interests of all consumers who meet the three packages。
According to wang naa, the computer used by the company is also protected by three packages, and the consortium's explanation has no legal basis, “it is assumed that if so, let it take out the law”
96315 consumer complaints hotline: whoever buys a commodity must fulfil the corresponding three-pack policy of the state
It is worth mentioning that the network called the consumer complaints hotline 96315 to consult staff on three packages of related issues. The staff member made it clear that, regardless of who bought it, the business had to carry out the corresponding three-pack policy of the state. “it is clearly unreasonable that the three-pack policy cannot be implemented with the purchase of an enterprise”
Complaints of high levels of product failure are not isolated
The network has seen on an online complaints platform that complaints about thought products are not uncommon. Most of them are laptop-based。
Consumers complained that the newly purchased saver r9000p laptop had a screen line in its box, which had never been activated and had been sold at their own expense。
There are also consumers who claim that computer problems are frequent within four months. The computer purchased in august began on 4 november. They were taken to the after-sales shop on 5-7 october. Just got it back on november 21. Direct screen. There is no exchange after sale. It took less than four months to buy a computer, 8699
There are also claims that the computer was purchased on october 20,r7,000p. “did i wait two months to get the computer, get the adaptor broke a week ago on november 1st, the passenger said i could change the goods, and i could go up and buy them alone, and then i sent them back, after the official check-up was completed, i had to go on bail, for four days, and when the money came in, told me that there was no goods, let me wait until the next sale
With regard to the three packages, consumers also claimed that four repairs, one battery change, and three repairs did not solve the same problem. Switch the main panel and switch the drive. The answer is that they are not the same as the country's three-pack policy and do not want to switch planes. “the client service is not answered at all, is unconnected and is not processed.”
In addition, in other products, there have been complaints from consumers that the first purchase of a mobile phone was made in connection with the selection, that the charger was covered with dust, that the second purchase was made after the return of the goods, that the volume keys were insensitive and that they had to be pressed hard to work twice on the same day. Remittance traders say there is no quality problem。
Update: i think we've agreed to switch
Despite the middle wave, mr. Gao finally received good news after the intervention of the china quality news network。
On 19 november, in connection with the second telephone communication on the internet, the union stated that it had now agreed to the consumer's replacement request and that the consumer had accepted it; however, the consortium indicated that it was a special channel for the company's “special care” and a solution based on the particular circumstances of the consumer. It was also emphasized to the network that the failure of the computer was certainly a case in point and that the quality of their products was absolutely reliable。
