Consumers have two previous protection records. (source: interviewees)
Recently, the consumer, mr. Yang, reported to the network (hotline 0532-80889431) that he had frequented blue screens, death machines, etc., of the hewlett-book pro14 laptop he had purchased in may 2023 at the hue-putin flagship shop at $4899. After more than a year of purchase, repairs were returned twice after sale, but the problem was never completely resolved. In response, mr. Yang's offer to apply for a replacement or refund was rejected。
“the computer was purchased in may 2023 and has been used by my wife. There were two blue screen failures in october of that year and in march 2024, but my wife was unable to return the computer home for maintenance because she was abroad.” later, mr. Yang's wife returned home and computer maintenance was carried out in december 2023 and july 2024. However, the computers that have just been repaired were not expected to appear more frequently in the second half of 2024。
“i can't fix it, so i applied for a replacement by selling it, but the feedback was that the manufacturer did not agree and only supported the re-testing of the maintenance.” mr. Yang told the network that the quality assurance period for this computer was two years and was still under warranty in may of this year, whether it was shown in the details of the product page or by the client himself. In mr. Yang's view, the laptop had repeatedly failed during the warranty period, and the manufacturer should have promised to return the goods after sale, rather than simply provide a re-test maintenance programme。
At the same time, the network observed from mr. Yang's second post-sales inspection service report that the machine engineer tested performance failure/blue screen failure/hard disk failure and processed it through in-house maintenance. “the information stored every time a computer fails to function is lost and so many repairs have not completely resolved the problem. It's only a month away, and i hope that kyoto and the manufacturer will fulfil their pledge to return the goods.”
In order to obtain more details about the events, the network contacted the official hewlett-packard service, where staff indicated that hewlett-kinken was a distribution shop for hewlett-packard brands, that the distributors had their own after-sales process and service points, and that consumers in re-exchange could contact kyoto for processing. Subsequently, the network contacted the kyodong passenger service on related issues. The client service indicated to the network that the relevant information had been recorded and that subsequent correspondence and verification would be conducted by staff of other business units to contact consumers and vendors on the matter. At the same time, the client indicated that, with regard to mr. Yang's commodities disposal programme, the commissioner would contact the journalist after verifying the situation。
It is understood that according to the regulation on liability for replacement of microcomputer commodity repairs, the three packages are valid as three packages for the entire aircraft and three packages for the main components. Of these, the three packages of hard drives are valid for two years from the date of sale, and the seller is required to repair or replace the main parts free of charge when the main parts fail during the three packages。
The ai mediator of the qingdao city network dispute resolution committee analysed the frequent failure of the hewlett-packard notebook purchased by mr. Yang and the numerous repairs still pending, which could have implications for the quality of the product. Under the law of the people's republic of china on the protection of consumers ' rights and interests and the regulation on the responsibility for the replacement of remittances for the repair of microcomputer commodities, consumers encounter problems with the quality of goods during warranty periods and have the right to demand from sellers that they repair or replace new components or even complete the machine free of charge. If it is not properly used after multiple repairs, the consumer has the right to demand the exchange or return of the goods。
In response, counsel for liu weena, a law firm in shandong wengkang, stated that “three packages of services” were at the heart of after-sales services and directly related to consumers' personal rights. Consumers should strengthen their sense of self-protection in their daily consumption and keep key documents such as invoices, shopping vouchers and so on. If quality problems are identified, first-time consultations should be held with the vendor or platform. If the issue remains unresolved after communication, the legitimate rights and interests may be upheld in turn by filing a complaint with a local consumer association, reflecting the situation to the market regulator, or by applying for arbitration and litigation in accordance with the law. (grunting)
