Interface news editor
As the intelligent home industry continues to develop, the acquisition of the intelligent home becomes a more and more consumer choice, with smart baths and toilets becoming the most accessible single household product。
With the addition of "smart" coverage, there is a higher premium for some large-scale bath products。
However, the interface news shows in the “black cat complaints” that due to such factors as premature technology and inadequate post-sales training, a number of smart toilets with a healthy brand have different levels of quality, after-sales, and have become the focus of consumer complaints。
There's been a lot of repairs to the smart toilet
“a smart toilet purchased in november 2022 at the official flag shop on the arrowguard bathing line, which continues to leak after being installed in december.” the consumer, ms. Ma, spent 2,500 purchases, but problems arose less than a month after installation, during which the installation manager recommended that ms. Ma be replaced as a whole. However, after several contacts between december and february, she was repeatedly pushed by the client and sales on the grounds that the spare parts were not available and could not be repaired。
Mr. Chen was more directly confronted with quality problems and complained that he had purchased the flechette toilet seat six times from the time of purchase to february of this year, including three nozzles, two main boards and a warm vent, and spare parts for one to two months at a time of repair: “1300 toilet covers are always bad, they are really unbearable, and the demand is to replace a brand-new toilet seat.”
The interface news shows on the complaints platform that despite the intervention of a third-party platform and responses from an official client with an arrow home, follow-up complaints from consumers indicate that there are still cases of “playing balls” between sellers (dealers) and manufacturers, which do not offer more substantive solutions。
As the head bathing company, the arrows were listed at the end of october 2022 and repeatedly stated publicly that they would focus on smart bathing。
At the time of the investor's study on 13 march, the arrowers announced that the company's revenue from smart products in 2021 was approximately rmb 1. 95 billion, representing 23. 49 per cent of total revenue. In that year, smart toilet sales accounted for about 15 per cent of the number of sitters (including crouchers) and the highest number of smart home products in the single product category, while the number of hot flowers distributed was about 11 per cent, the second highest。
Turning to business thinking this year, management stated that smart toilets and hot flowers have much more room for upgrading, and that, together with other listed smart products, the size of the product and income will grow further。
However, in the light of feedback from consumers, the quality of products and post-sale service security are still being questioned by consumers, while the smart toilet class and market share of the arrow bath are rising。
Unprofessional maintenance, “pushing” after sale
While the intellectual baths are intellectually and humanely driven, there are instances where product technology is too low and training is not in place. As a result, interface journalists see on the complaints platform that some intelligent homes cause problems for consumers because of unprofessional installation, maintenance and maintenance problems。
The consumer, mr. Zhao, complained that he had purchased two nine smart toilets over 6,000 in kyoto last year and had been installed by official personnel: “it took six months to discover that two smart toilets had been replaced by clean pipes and sewage pipes”. According to mr. Zhao, not only was the sewage contaminated by the clean toilet and it was no longer possible to use it, but the family had examined fungi infections in hospitals, which were harmful to health。
“and after the platform's reflection, only $500 was promised for the settlement, which has been pending for more than a month.” mr. Zhao stated that he strongly requested a refund and compensation for the loss of his health and that of his family。
Head-to-head home-made europa home, with the introduction of the smart bathing area around 2016 and the introduction of the european-owned smart toilet product。
According to the european annual report 2022, by the end of 2021, the health bathing camp, including smart toilets, had received 989 million yuan, or about 4. 85 per cent of the total。
As a non-dominant business, the european family was complained by consumers about “unprofessional” maintenance of smart toilets。
In february of this year, the consumer king complained about a leak in the smart toilet at the european pyramid factory he purchased, and after the sale personnel came to the door three times to repair it: “the result was not to repair the leak, but because the technology was too hard and the post-sales personnel were not responsible for their work, all the toilet functions are now disabled and electronic components and lines are being dismantled and replaced.” xiao wang stated that the failure to repair the leak also resulted in the failure of all toilet functions and the partial destruction of components。
Half a month after the public platform complaint, wang was also confronted with the problem of the european “playing ball” approach: “there has been a loss of confidence in europa maintenance and a strong demand to replace toilets”
If it is difficult to “cross-border” a customized firm to make a smart toilet across the border, and if the quality of the brand that comes from the pottery, then the brand “basic work” is difficult to satisfy consumers。
The consumer, ms. Zhang, purchased an intelligent toilet from the kyoto platform in the eleventh century last year. The product instructions state that the toilet can be dryed up to a maximum of 55 degrees and can be adjusted in the fourth tranche. “when installed at the end of january this year, however, the drying function blew a cooler wind and measured the temperature with a thermometer at only 10 degrees.”
Ms. Zhang stated that she had been informed of the cold once after the sale in order to avoid burns and mishandling. It was not until ms. Zhang and her friend, who also bought a consistent smart toilet, learned that the cold wind was not a normal product, that she knew that there was a quality problem, and at that point there was a change of speech when it was sold: “the whole process was not just a matter of quality, but also a matter of false propaganda and bad branding.”
Consumer complaints about the maintenance of smart toilets are not only intellectual but also basic ceramic quality issues。
The customer, mr. Lee, purchased a constant smart toilet on the double-eleven platform just last year, and a few days after arrival found a dent in the toilet porcelain wall. The client's service indicated that ceramics were in an irregular state of manual burning, and that they met national standards, and only gave replacements and scraps after many consumer complaints。
The traditional brand of smart baths requires technological deposition
It is noteworthy that many of the above-mentioned health-bath brands are characterized by varying levels of after-sales service failure, even in cases where traders (dealers) and manufacturers push each other。
Ms. Ma, mr. Chen, mr. Zhao, who bought the euphoria toilet, and mr. Doo li, who purchased the toilet, encountered various levels of “playing”, maintenance and replacement problems that were not properly addressed。
A number of consumers, in their supplementary complaints weeks or months after the initial complaint, indicated that part of the customer service was not followed up in a timely manner. Some brands are willing to compensate only for costs that are not commensurate with product prices, making it difficult for consumers to obtain a satisfactory response。
In the case of consumer complaints, the interface news received comments from the brands of arrows, kyushu and serpent, which had not been addressed by any of the companies that had sent them。
“intelligent home-based products have two important factors, one design r & d, and the other product manufacturing, which over a long period of time are more important than brands, marketing, etc.”. According to wang jianxian, an expert in internet strategy in china's residential/design industry, because of the scientific and technological content of the home, there should be products and talent at the end of the research and development design and manufacture: “if the development and manufacturing end is not sufficiently good, neither the technology system nor the market has been certified and accepted, then the construction and marketing concepts are difficult to match.”
According to wang jianjiang, most of the current brands of smart homes have been made mainly in the context of traditional furniture and construction materials, rather than in the realm of smart homes because of technological content and intellectual capabilities: “although they want to be branded, they prefer traditional methods of play.”
He also said that smart home-based enterprises needed stronger technological breakthroughs, without which it would be difficult to produce products that truly matched market demand。
This is why there is a greater demand for workers in terms of intelligent home delivery and maintenance. “the traditional furniture industry is still largely under traditional construction classes, but in practice the maintenance of intelligent homes is more specialized and closer to the level of installation of engineers, but the current system of maintenance workers is less mature and is part of a brand-focused effort.”
According to wang jianjiang, this remains a relatively new area in terms of the development process of intelligent homes, so that the development and manufacture of intelligent home-based products, together with their physical location, is important in relation to each link and product: “traditional home brands that cut into the realm of intelligent homes also require a reversal of thinking and the training of people in skills if the value of intelligent home-based products is to be realized.”
(the pictures are all consumer complaints on the black cat complaints platform. Consumer name is alias.)
