Recently, mr. Wang complained to the public interactive platform, “salvaging service” (https://tousu. Thepaper. Cn) that he had purchased a mobile phone, model zfold5, at a cost of $899 last year in a tremor, “stony officer crossing flagship,” and that, in april this year, when it was used, it had malfunctions, such as black wires on the screen, touch failure, etc., and that mr. Wang had been informed that it was artificially damaged and had to be repaired at his own cost of $3,700. Mr. Wang asked the shop to provide a test report, but the merchants said it was not available。
Mr. Wong's order intercept。
In response, the press contacted the shivering “sixing officer over flags”, where staff indicated that the post-sale service standards implemented by the shop strictly followed the official samsung post-sale regulations, while stating that no corresponding test reports could be provided。
For its part, the official sansung consumer service hotline staff indicated that the sale of non-quantified items, such as the samsung seven-day machine, had been delegated full authority to the shop in question。
Currently, there is no agreement between consumers and shops。
The purchase of a 7-day machine during the quality warranty period was required to repair the damage at its own expense
According to mr. Wang, on 14 january 2024, he selected a mobile phone with a model zfold5 in the shivering voice, “six star officers cross flags”. The main broadcaster described this cell phone as a machine that the customer purchased and returned through the “7 days unjustified” channel, with only unsealed, at a 70 per cent discount for the new machine。
Mr. Wang removed his concerns by explicitly mentioning the two-year quality assurance service of this cell phone during the live broadcast and immediately placed the order. According to the order intercepts provided by mr. Wang, the mobile phone he purchased was a “quasi-new item (seven-days machine)” at a price of $899。
In april of this year, mr. Wang was using the cell phone when a black line suddenly appeared in the middle of the screen, while the touch function failed. Mr. Wang tried to restart his cell phone repeatedly, but the problem remained。
The merchants said they could not maintain the phone because of the bumps. Interviewee for map
Upon enquiry, mr. Wang contacted the shop attendants, who indicated that the preliminary judgement was that there was a leak in the mobile phone and informed mr. Wang that he could send it back to the factory for repairs。
On 25 april, mr. Wang received a telephone call from the staff of the shop, stating that he had been found to have had injuries on his mobile phone and had been found to have suffered human damage as a result of collisions, that he was not covered by the safeguards, that he was not entitled to free maintenance services and that he would have to bear the cost of the repairs at his own expense of $3,700。
Mr. Wang was very dissatisfied and perplexed with this, saying that a small bump in the use of a mobile phone could not be avoided, but did not mean that there was a causal link between the bump and the problems caused by the cell phone, and that if the business maintained that the damage to the mobile phone was caused by human causes, an authoritative test report should be provided to prove it。
“they refused directly the request for a test report.” mr. Wang said. According to the chat records provided by mr. Wang, samsung officials had turned over the flag shop and ordered that there would be maintenance orders if there were no test reports。
Mr. Wang argued that his legitimate rights and interests had been seriously undermined by the fact that the merchants had unilaterally determined the damage to his mobile phone as a human cause, without providing any substantial evidence, and had refused to fulfil his pledge of quality assurance, which he requested samsung to perform free maintenance of his mobile phone as promised。
Samsung: a full-time shop has been authorized to handle the non-quantifiable brand-new product business
According to a news review, mr. Wang's business qualifications at the treasure platform were publicized by samsung's flagship shop, which purchased his mobile phone, which was operated by guangzhou totem information technology inc。
In a press call to the official tristar consumer service hotline, one staff member stated that sales of non-quantifiable new items, such as the samsung seven-day machine, had been delegated full authority to guangzhou totten information technology inc., and that, in case of a malfunction or damage to a mobile phone, it would need to be fully tested by a professional repairer. Upon completion of the testing, the maintenance master communicates directly with the consumer, combining multiple factors that ultimately confirm whether or not the damage is man-made, a process that does not provide relevant test reports。
In response to press calls to the “stony officer crossing flags”, staff stated that the post-sale service standards applied by the shop strictly followed the official samsung post-sale regulations. A professional test found that mr. Wang's cell phone problems were caused by human damage, but no relevant test reports were available。
The staff member stated that during the quality assurance period, in the event of a performance failure caused by damage to mechanical or electrical components within the three packages prescribed by the state (provided that there was no self-dismantling, man-made damage or accidental damage to the mobile phone), the spare parts could be replaced free of charge, and that “the criteria for determining `man-made damage', including, inter alia, dentures on the screen, punctures, punctures, broken glass, etc., as well as the apparent serious damage to the body, were not covered by the quality assurance free maintenance”。
The news notes that in the content of the auto-responding service at the shop, the attributes of the “seven-day machine” and the after-sale policy are clearly stated: “seven-day machine” is a new national machine returned by three stars for no reason for 7 days, such machines are activated only when they are unused, with a 7d mark for re-embracing, consumers are able to buy it at a 7-day discount and support seven days without justification for returning the goods, while benefiting from a two-year warranty service provided by samsung (including a 1-year nup and a 1-year after-sale service centre). The response did not, however, give a clear indication of the circumstances involved in the denial。
In response, mr. Wu fenghu, a lawyer at the beijing city department (shanghai) law firm, argued that, under article 16 of the consumer protection act, the operator and the consumer, if they had an agreement, should fulfil their obligations as agreed. The firm's express commitment to two years of “quality assurance” services for mobile phones in the marketing process forms part of a sales contract and is legally binding on the business. During the quality assurance period, the business should fulfil its quality assurance obligation to provide free maintenance or replacement for non-anthropogenic malfunctions in mobile phones。
Wu fenghu stated that the failure of the merchant to provide authoritative test reports or other material evidence in support of his claim that the damage to the mobile phone was a human cause was clearly unconvincing to the consumer, and that if the merchant failed to provide sufficient evidence that the damage to the mobile phone resulted from improper use by the consumer or from other human factors, the merchant's claim lacked a legal basis and could not be a reasonable reason for refusing to fulfil its obligation to protect。
Reporter, chen lei-ju, intern, susie
