Quality complaints accounted for 78. 56 per cent of the total number of mobile phone complaints in 2007. They focused on poor quality of phone calls, noise, small volume, automatic shutdowns, black screens, dead machines, slow reaction, broken buttons, battery waiting times and propaganda, and unusual displays of liquid crystal screens。
Ms. Guo is in the insurance business because the quality of her cell phone has caused her to miss several businesses and she is very upset. It was reported that she had purchased a branded mobile phone in a communications store in october of the previous year, and that there had been a recurrent death, white screen and lack of access in the near future; she had replaced one of the same branded mobile phones in february last year, and the same problem had been repeated and maintained twice in late 2007. Ms. Guo said, “sometimes a cell phone shows a full signal, but no one can call. Often, when the other person dials the number, the hints are `closing' or `not in the service area', and the client goes to someone else without knowing it.” miss guo asked to return the phone without a complaint。
After-sale services become the focus of complaints
In mobile phone complaints, there is always a focus on after-sale services, which address the following issues: in case of a failure, the “three packs” of mobile phones stipulate that, within seven days from the date of sale, a customer may choose to return, exchange or repair a mobile phone mainframe if the performance of the mobile phone has failed as listed in the m. O. C. L. However, businesses often do not retreat for various reasons. Second, spares are not provided for mobile phones; third, maintenance records are not provided; four services are not timely and multiple maintenance is still problematic; and maintenance fees are not reasonable。
On 18 february last year, mr. Thousand purchased a cect phone in a computer city outside the city. The following day, it was discovered that the mobile phone was not properly used and that the vendor had been asked to return the goods for exchange, which it did not do for the reason that it had been scraped. Similarly, on 6 january last, mr. Zhang purchased a zt618-type medium-sky mobile phone in china, which was used six days later and found to have automatic shutdowns. On 12 january, the merchant was asked to replace the same cell phone, the merchant was forced to use it for lack of goods and was still unable to use it after repair. Mr. Zhang considered that the cell phone had serious quality problems and that the negotiations had failed。
It's a fake and a bad game
In addition, the problems of unknown sales, counterfeits, water products, re-editions, old and second-hand mobile phones have also been prominent, with an increase of 89. 47 per cent over the previous year alone, mainly reflected in the lack of internet access permits for mobile phones; their serial numbers different from those of aircraft; the sale of non-real mobile phones, such as refurbishers, water supplies and so on; and the counterfeiting of a branded mobile phone。
Mr. Lee purchased a 750c phone in a cell phone town. Upon his return, mr. Lee discovered that there were more than 100 unknown numbers in his mobile phone book, and the next day mr. Lee went to the cell phone town to ask for a change of venue. The head of the mall stated that the cell phone contained a normal number. At the end of last year, mr. Rowe purchased a nokia n80 phone in a store, and the question of the death machine arose the day after the purchase of the phone. Mr. Rowe consulted on the nokia passenger service, and was informed that the n80 phone had not been sold in the interior and that the request for a return had been refused。
We need to complete the "three packs" as soon as possible
Why are mobile phone complaints increasing? During the interview, the head of the nbc informed the journalist that “when a mobile phone first entered the market as a consumer, it was subject to strict quality testing by the manufacturer, usually after six months of trial before it became available in large quantities. Today, however, markets are highly competitive, and producers are eager to occupy them, with poor quality. On the other hand, small-scale sellers tend only to earn profits and do not strictly channel their goods so that unqualified stickers and retrofitters flow into the market.”
According to a survey of journalists, there were cases of fake manufacturers authorizing some of the repairs, which were used as new parts, no maintenance records for consumers and no back-up aircraft. In the area of after-sale services, some enterprises impose obstacles and distort the relevant provisions by requiring consumers to identify, issue test certificates and refund them in such a way as to relieve responsibility. Moreover, as market competition has intensified, some manufacturers have withdrawn from the market for mobile phone production and maintenance, leading to the continued emergence of unattended “orphan” products for after-sale services, without consumer protection。
In response to the continuing high number of mobile phone complaints, when interviewed by a journalist, counsel li yongxiang, from the bar office in guangdong, recommended that market access thresholds for mobile phone dealers be raised to avoid disorderly competition; and that the burden of proof be reversed, i. E., when consumers defend their rights, the burden of proof should be on the business, for example, whether there is a problem with the quality of the mobile phone, and that the illegal conduct of the business should be mitigated by the fact that the business needs to prove its innocence and has to pay the high cost of testing。
In addition, the “three pack” of mobile phones has been improved. He referred to the existing “three packages” as a relatively low standard and to shortcomings in the protection of consumer rights, such as the lack of uniform criteria for the quality testing, validation and charging of mobile phones; the lack of time limits for mobile phone maintenance; and the lack of specific penalties for operators who delay, push and deduct maintenance responsibilities; and suggested that the rules on liability for replacements in mobile phone commodity repairs be amended as soon as possible, and that third-party intermediaries be established, mobile phone quality issues be identified and evaluated, and institutional capacity be tested to make them more accessible to consumers。
Risk avoidance of cell phone quality
The experts cautioned consumers to be careful before purchasing mobile phones, choosing to purchase a formal branded mobile phone from a legitimate distribution point of credit and service, in order to reduce the likelihood of repairing the mobile phone without excessive pursuit of its appearance, functionality and prices。
When a mobile phone is purchased, a careful check is made to see whether it has an “immediate permit” and a security tag that displays a clear pink “cmii” under the fluorescent of the checker. Enter "#06#" on the phone to see if the imei number displayed on the phone screen matches the imei number behind the phone and the imei number on the phone box and the imei number on the yellow sticker。
The imei number is the identity card number of the mobile phone, which is unique and consists of 15 numbers; in addition, it checks that the accessories are complete and the metal point of contact of the battery is smooth, based on a description on the instructions or on a packaging box, and there are reasonable grounds to suspect that the cell is a fake or second-hand battery if there are visible contact marks. Consumers are required to complete three packages of vouchers and invoices, including the mobile phone model, the body imei and the date of purchase and the duration of the warranty。
In the maintenance of mobile phones, as far as possible, regular maintenance points provided by the store or manufacturer should be maintained with a sense of evidence and care to maintain maintenance vouchers and records。
