An engineer who had worked for many years at the samsung official after-sale maintenance centre revealed that there was a lot of confusion in the maintenance process, such as the fact that the engineer had artificially converted a cell phone that could have been repaired into unchallenged, thereby making money from it, such as the fact that the mobile screen was only the outermost glass sheet broken, but the maintenance centre required the customer to replace the entire screen at a higher price. And these are all important factors in pushing up mobile phone maintenance
Despite the fact that the president of the department of global consumer electronics of samsung electronics, yoon fugen, is generally speaking chinese, and that every word of chinese is about to be suspended, he insisted that he make his opening speech in chinese for almost five minutes。
The importance of the chinese market for samsung is unquestionable. Data from the tristar central china region show that in 2013, samsung electronics generated a sales record of $25. 7 billion (approximately rmb 157. 9 billion) in the chinese market, an 80 per cent increase over the same period, and china replaced north america in 2013 as the world's first consumer electronic market。
In the smartphone market, samsung's performance is even more prominent. In the second quarter of 2013 alone, samsung sold 153 million smart phones, accounting for 19. 4 per cent of the total sales in the chinese mobile market。
Behind such market data, however, the problem with after-sale services is prominent。
She was an engineer at an official samsung after-sales maintenance centre and recently left her post. He's been in this business for many years and told the rule-of-law weekend journalist: "the water that's been repaired by the samsung mobile phone is deep, and the amateurs will be killed."
In order to verify riki's claim, on 20 march, journalists arrived at the tristar electronic service centre, located on the first floor of the princess's cemetery eagle building in beijing city, with all the normal samsung galaxy noteiii cell phone, claiming that the phone was automatically turned off。
After a brief query, the front office staff told the press that the mobile phone needed to be tested backstage. While waiting for testing, he heard and heard complaints from other clients in the lobby, with occasional quarrels between customers and maintenance centre staff。
Forty minutes later, the results of the samsung gallay noteiii test came out. Staff at the front desk told journalists that the restart of the cell phone was due to the main board and that the main board needed to be changed, but when journalists asked what was wrong with the main board, the staff was not clear. After communicating with the engineers, the staff responded that “the reasons for the failure of the master plate are many and it is difficult to determine what” and that replacement of the masterboard would take more than 2,000。
Riki said that consumer dissatisfaction was normal in such circumstances. In addition to this, there is a lot of confusion at the official after-sale repair points: “for example, mobile phones can be fixed without being fixed for customers, and some parts can be replaced with more parts, and a single mobile screen has formed an industrial chain from which engineers can earn a great deal.”
Ten cell phones, nine sentences
Three stars sold and three bags avoided responsibility
Following problems with the samsung mobile phone, the results of tests at the official post-sale maintenance point indicated that the mobile phone was “man-made damage” and was not covered by the package. This is a problem for many consumers。
On 7 august 2013, mr. Wang arrived at the tristar electronic service centre, located on the first floor of the hawk building in the princess's grave in beijing city, with a recently purchased samsung galaxy noteii mobile phone, to call for repairs based on failure to charge the mobile phone。
An hour later, the front office personnel took the cell phone out of the maintenance room, stating that it was “invented” and that it could not be repaired free of charge, although during the three packs. When mr. Wang had access to his cell phone, he was surprised to discover signs of immersion by some liquid at the charging interface below the main panel of the mobile phone。
Under the terms of the samsung side, machinery damaged by improper use by the user is not covered by the package. All cases of “liquidation”, “fall”, “squeeze” are inappropriate。
“my cell phone is new, it's expensive, it's usually in a bag, and it never comes into contact with any liquid. I was guided by the front desk of the maintenance office, which said that the cell phone could have been placed in the bathroom or the kitchen.” although mr. Wang suspected that his mobile phone had been tampered with, he was unable to provide evidence of a problem at the point of repair because the mobile phone tests were performed in the backstage。
But, as an engineer of samsung, lee knows how to operate it: "the goal of my previous maintenance point was to have nine out of 10 clients to repair it. The sentence does not refer to cases where the engineer artificially determined that the mobile phone was in three packages and could not be repaired.”
It is understood that the official after-sale maintenance points of samsung, although subject to management and appraisal by samsung headquarters, remain operationally independent, and that customers whose mobile phones qualify for repair are replaced free of charge by samsung headquarters, so that the repair points have little profit other than to earn a small amount of labour, so that many artificially rate mobile phones as uncharted so that engineers can receive the corresponding maintenance costs。
Riki said, "in the internal meeting of the maintenance points that i worked for, the director publicly asked us to get "water" on the cell phone as much as possible, and the customers don't remember if they actually put the phone in the water, and we went in when we said water."
“maintenance points avoid liability by various means. `push water' is just one method, such as a slight scratch on the face of a mobile phone, and the maintenance site will refuse to fix the repairs on the grounds that the warranty card is not strapped, the warranty card is not stamped, the invoice is not clear and the invoice does not indicate the model of the product.” liki said。
“most of the clients' mobile phones were not watered, and when the point of repair was turned into water, the client had to pay for it, and in the process the maintenance was paid for, the engineer benefited, the samsung headquarters reduced its expenses and the consumer suffered. It used to be just individual maintenance points, and now it's very common for other engineers to "get water" and you'll be considered a fool." it is clear that these words have been in riki's heart for a long time, “every engineer knows that the cat in them is tired, but no one wants to come forward because of personal interests”
Is samsung headquarters aware of this situation and how should it be monitored? Journalists called samsung headquarters on this issue, but no response was received by the time of the submission。
It is a matter of concern that, as an important consumer electronic market for tristars, china receives little protection for consumers. In 2013, it was reported that samsung had introduced a new policy in africa whereby users of samsung galaxy s4-type mobile phones could replace their parts free of charge within two years of the date on which they had been used, if the equipment had been hit by the main board watering and screen cuts, while chinese clients had to pay for their own。
The broken glass requires the full screen
Maintenance costs are three times higher than private ones
One of the most common problems with triple-star phones is the fragmentation of the screen, which is costly to replace, a situation that plagues many mobile phone users。
Mr. Zhang used the samsung galaxy s4 phone in the zhangyang district in beijing, which has changed three screens in one year: “it costs 1,000 multiple repairs each time a cell phone is broken. Although the external screen was broken and the display was intact, the tristar maintenance point told me that only the whole screen could be replaced.”
Riki told the reporters that samsung's touch screen is divided into two parts, top of which is a glass sheet, which is primarily protective, and the real core component lcd screen below. Technically, it would be possible to replace only broken glass panels, but after the sale of the samsung, the liquid crystal screen would have to be replaced with money。
On october 10, 2013, oogway news exposed sharp profits from the maintenance of the tristar outside screen, claiming that after the collapse of the sunstar galaxy noteii screen glass sheet, samsung sold the whole screen at $1650, while samsung galaxy s4 offered an offer of $1850 per block on the screen. According to the findings of the opportunism survey, the price of this glass sheet is only $788。
It is understood that for the s3, s4, note ii and noteiii mobile phones of the samsung galaxy series, only full screens are currently available at the samsung headquarters, which adds an intangible consumer burden。
On 15 march, journalists arrived at the samsung electronic service centre, located on the first floor of the nakamura electronics city of beijing, in digital logistics port, where the service staff was known to be in uniform, the largest tristar maintenance site in beijing。
Journalists were consulted on the grounds of damage to samsung galaxy s4's mobile phone screen. After seeing the mobile phone, the service centre staff told the journalist that “the mobile screen of samsung galaxy s4 is now $810, and the s4-type mobile phone provides only full-screen replacement and cannot be replaced alone. The screen was more expensive, and it's a lot cheaper."
Similar responses were received from journalists who consulted other official samsung sites in beijing, shanghai, anhui and hainan provinces. The same response was given by a number of maintenance site staff who did not ask about the cell phone model or test it。
But the same cell phone, munway, the owner of a private mobile repair shop in central guanamura, told the journalist on the weekend of the rule of law: "the glass sheet of samsung galaxy s4 is damaged, and i can change $200."
As a result, $200 and $810 were three times more expensive to repair after the official sale of samsung telephones, and there were already businesses on the internet that had specifically replaced trisung cell phone glass panels。
The samsung customer service also advised journalists to change the screen when they were consulted on the phone: “if going to a private shop requires repairing the mobile phone to be removed, the opportunity to open the door will affect subsequent repairs.”
