“replace the air conditioner parts and come up and say 150 dollars. Asked if there were any official quotations and kept saying no.” in recent days, a consumer in chongqing complained that he had been charged a high fee of nearly four times the official price quoted by gwig because of the failure of the air-conditioning steering panel. On 3 march, upstream journalists called the chongqing glig after-sale centre, and staff confirmed that the maintenance manager had misread the list on the same day and had indeed received more than the consumer's money, that it had been placed on a stop order and that it had been called back to the ministry of technology for retraining。
A detailed confirmation of the cost of the project, written by the maintenance master after the sale of greek. Interviewee for map
Consumer complaints: no details of the price quoted on the spot, more serious than the refund
The journalist contacted the official, mr. Ma, who gave him a detailed account of the incident. It states that due to the breakdown of the home air-conditioning steering panel, gly was contacted through the formal channels for door-to-door maintenance. On that morning, when the maintenance master came to the door to check, he informed that the power had been damaged and that the spare parts cost was $150 plus the labour cost of $90, totalling $240。
"i asked for a list of the prices of the parts. He couldn't get them out." mr. Ma recalled that on several occasions he had confirmed to the master that “are you sure it was $150?” and that the other party had replied in the affirmative. As the master insisted that he did not carry the price list, mr. Ma had to pay first and asked the master to reissue the official quotations by microletter. He then found on the internet that the cost of the same type of electrical parts was generally over $20。
That afternoon, mr. Ma received a telephone call from the greek seller who said, “the master misread the list and saw it as another family. This is $40. Mr. Ma does not accept the phrase “the wrong list” after the sale: “the master is reading the wrong list at the scene, i've been on the scene and i haven't seen any of it at all, and he keeps saying, “there are no quotations, so he can't show us.”
Mr. Ma stated that the chongqingley after-sale service management centre had sent him a “application form for new maintenance accessories” for the day, and that he had seen the spare parts under the name of an electric generator at a unit cost of $40. 0 and in lower form, but that the total amount (in rmb) was in the form of “one-stop shop”。
Price of replacement parts and network queries. Interviewee for map
Greek's sold: master's paid back and suspended training
In response to mr. Ma's complaint, in the morning of the 3rd day, a journalist from the upper part of the city called the centre for post-sales services of chongqingley electric. Staff confirmed that the 40-dollar spare parts and the maintenance manager did receive 150 from the consumer。
The post-sale centre subsequently sent mr. Ma a “new application form for spare parts” at a different case price. Interviewee for map
The staff member claimed that, as a result of verification, the maintenance manager had received multiple out-of-stock bills from the warehouse the same morning, including electric appliances, and that, because of the high number of documents, the other user's 150-dollar electrical documents were confused with mr. Ma's 40-dollar documents. “because he was both electric machines, he was then treated as another. The other one is $150. His one is $40. Staff indicated that they had contacted users to explain the situation and refunded the overcharge of $110。
In response to a question as to why the documents had not been produced on the site, the staff member stated that, because of the rain, the master had not taken the paper documents to the user's home. In contrast, staff members explained that the master processed large quantities of work orders daily and that the vehicles were frequently equipped with a variety of commonly used accessories, and that the documentation was always confusing。
"this must be our master's responsibility. There's no way out of this." the staff of the after-sale centre acknowledged that the teacher concerned was a newly recruited staff member who, although trained but not fully familiar with the process, had been placed on a stop order, recalled to the technical department for re-training before being placed on duty. At the same time, the technical department of the company has urgently convened a plenary session to retrain all teachers to avoid similar errors。
Mr. Ma revealed that last night, after the sale of greek, the staff member offered to return to him the full cost of $240, but he did not accept that “i will pay for it”. Journalists noted that mr. Ma's internet comment area had left a message that feedback had been received and that arrangements would be made to verify the processing of mr. Gwig's official post-sale account, the gwigre services centre. Mr. Ma expressed the hope that gwig would truly strengthen post-sales team management rather than “specialty” problems, which would seriously undermine consumer trust in official brands。
