The 2014 review of developments and prospects in the mobile phone industry, published by the ministry of industry and communications, shows that consumers show extreme distrust for after-sale services. As the sale of smart phones has grown rapidly, the post-sale chain has suffered. In response to disruptions in the after-sale maintenance industry, mobile phone manufacturers have also begun to seek new post-sale service models - mailing services. In industry, it has been suggested that in the future mail services may be a new trend in mobile phone maintenance。
It's a mess
There's a problem with spare parts
The 2014 review of developments and prospects in the mobile phone industry, published by the ministry of industry and communications, states that quality issues are beginning to emerge with the rapid development of smart phones. Cell phones are frequented by dead machines, black screens, etc., essentially because manufacturers do not pay much attention to product testing. In terms of post-sales services, many mobile phone repair businesses do not have the appropriate maintenance qualifications, and serious deficiencies in management levels, service concepts and quality of maintenance are detrimental to consumers. Consumers show extreme distrust of after-sales services, creating an awkward situation of consumer discontent, “three packages”, and difficult problems. The practice of heavy production, light testing and lack of services in production enterprises seriously affects the healthy development of domestically produced mobile phones. In interviews with journalists, the staff of the beijing consumer association stated that, with the spread of mobile phones, after their sale, maintenance became the main issue of consumer complaints, and that individual mobile repairers used their strangers in the area of mobile phone maintenance to the detriment of some consumers by stealing sorghums and mixing them。
"i consulted a couple of mobile phone repair points, each of which gave me different offers. The price varies considerably between the original, national and assembly parts of the plant. A few days ago, ms. Ho, a consumer who accidentally broke her mobile screen, told journalists that she was not aware of the industry because of the disparity in the price of mobile phone maintenance。
During interviews, journalists learned of problems related to price differentials in mobile phone maintenance, the availability of spare parts, minor illness and lack of transparency in information. The uneven quality of spare parts for mobile phones, deliberate negligence on the part of repair technicians and the complexity and complexity of the maintenance process constitute barriers to consumer understanding of the mobile phone maintenance industry。
In response to a question about the wide variation in the traditional mobile phone maintenance industry, journalists interviewed mr. Lee, who had been working in mobile phone maintenance for many years。
He states that “the mobile phone parts in the country include three types of original plant, national and assembly. The original parts of the plant are sold by the domestic trading company. Nationally produced fittings are produced by domestic producers and sold through the agents of the national municipalities. The assembly parts are processed by domestic manufacturers for assembly materials and are sold through the parts agents in the cities of the country. There are three types of traditional mobile phone repairers: one is a fragmented, individual repair shop with national or assembled accessories. The second is the maintenance shop, which is operated after the sale of the machines, and which relies on the mobile phone and the mall to obtain more extensive customer resources, with the spare parts being used mainly in the national form. Third is a maintenance shop that operates in the form of a brand-built shop, mainly through a web-based outreach platform, where customer resources are accessed and the quality of spare parts and services varies considerably. In the absence of relevant regulations and supervision, some repair shops, in order to obtain high profits from the maintenance, use the tactics of “disguised” consumers with sub-filled and mispriced spare parts”。
Industry trends
The aftercare services are flourishing
With the booming growth of smartphones, the frequency with which mobile phones are replaced by consumers has been increasing in recent years, and the frequency with which mobile phones are launched by mobile-phone producers has evolved from quarterly to even monthly, with increasing attention paid to after-sales services。
Journalists have access to the network of brands such as sony, huacheng, makkah, apple and so forth, and have called their sales department to learn that most mobile phone producers now offer consumers two or more forms of maintenance. Among them, domestic mobile phones do better in the area of after-sales services, providing not only the most primitive way of repairing after-sale sites, but also additional services such as mail-back repair or door-to-door maintenance. The brands of samsung, lg and others provide only after-sale site repair。
However, journalists have been consulted to learn that although china provides mail maintenance services for brands such as huai, mayu and mi, the timing of maintenance varies considerably. “maintenance and return take almost half a month.” mi cell phone service indicated during interviews with journalists. Most of the other national product plates that provide mail maintenance also take days to complete the overhaul service。
“my city does not have a network, it can only mail it. It will take half a month to fix it, and it will be a inconvenience for people who are in desperate need of mobile phones.” while mail maintenance services facilitate consumers who are unable to find a post-sale site, long maintenance cycles can also be problematic for consumers。
