Zhou yubhu
During the previous period, the summer was difficult for hunan, while zhao xiaolai's house was “deep in the rain” - air conditioners could not be cooled。
Subsequently, zhao xiaolai made an appointment from an internet platform with a maintenance staff member who, after a simple door check, told her that the main board of the circuit was in trouble and that it would cost $1,000 to fix it. Zhao xiaolai was struck by this price, because “the market for the same type of high-assembled air conditioner is almost 2,000 different”。
After a bargain, the maintenance staff insisted on the price of $800, which she then hesitated to reduce to $600. In the end, the deal was concluded between the parties at $550. The experience made zhao xiaolai feel “too much moisture” in the house maintenance, and even once suspected that he had run into a fortress repair。
Indeed, many consumers have experienced such distress。
The daily journalist of the rule of law recently combed the data of complaints made by the chinese consumer association over the past year and found that house electricity maintenance was always one of the hot spots of consumer complaints, including “unrequired charges” for “maintenance quality assurance” for “quick season appointments” for “examining failure” for “inducing repairs”。
Many of the business people interviewed analysed the “knowledge-blind areas” involved in household electricity maintenance for consumers, and a number of cottage repair shops “seeing people to eat”, which benefited from unsick work and major repairs to minor illnesses. It was recommended that the internet domestic electricity maintenance platform should go through its pre-verification obligations, increase its scrutiny of indicators such as maintenance qualifications, maintenance levels, etc., and make clear price tags for spare parts and door-to-door maintenance to safeguard the legitimate rights and interests of consumers。
No sick leave for minor illness
There's a lot of trouble with house maintenance
The experience of the residents of qingdao in shandong is similar to that of zhao xiaolai。
Recently, there was a leak in the laundromat machine of the roong family. After calling for the brand sale, she learned by telephone that the washing machine had passed the warranty period and that the official maintenance staff had to wait until the next day to come to the house. As a result of the rush to use, rhoon selected a higher-rated maintenance company on a domestic service app。
Soon, the maintenance staff was carrying a detector and a trigger door. The other party opened the laundromat board on the washing machine and offered a price of $200 for technical maintenance services, $50 for warranty, $126 for accessories, $30 for testing and $60 for door-to-door fees, for a total of $466。
The price was found to be unacceptable, and after a negotiation, the other party agreed not to use the spare parts, which could be reduced. Once the price had been cut again, the counterpart agreed to deduct the costs of testing and warranty, but was not responsible for any further problems at a later stage, with a final maintenance cost of $165。
When the official maintenance was performed, the other party only wrenched the drain pipe and told rhoon to “fix it”。
The following day, when rhoon was again using the washing machine and found it impossible to draw water, she called the maintenance staff and was told that it would be necessary to re-purchase maintenance services because she had not paid for the warranty, and that it would be necessary to replace them, “100 yuan for spare parts, 60 yuan for services, this time totalling 160 yuan”, due to problems with the pump。
In response, rhoon was desperate to sell his brand again. Following door-to-door checks, it was discovered that the leak caused by the fall of the compartment connecting the roller and washing machine, that the installation would be sufficient and that a commission of $60 would be required. "the reality is not as bad as the maintenance man on app said." roh yong said。
The journalists'survey found that the high cost of replacement accessories and consumables was a common means of repairing the slaughterers, and that there were a number of stock repair shops that were making a profit by deliberately boasting about power failures and over-maintenance。
In addition, the random addition of reagents increases the cost of maintenance; low prices attract consumers and create consumption traps; the difficulty of making appointments during seasons, the difficulty of quality maintenance, etc., are also the symptoms of a number of consumers who spit on household electricity maintenance during interviews with journalists。
On one occasion, zhang cheng, a resident of beijing, told journalists that his air conditioner needed to be fitted with refrigerants at a cost of $100 for maintenance, but that maintenance staff had brushed their shoes on the outside machine and then charged an additional $50 for cleaning. "i have refused to clean, he has to operate, and has not followed the cleaning process."
In a search of a third party complaints platform using the keyword “air conditioning maintenance”, journalists found that there were more than 4,300 complaints regarding “battered quotations, no billing”, “discretionary charges” and “several repairs remain unsolved”, etc。
The “regular army” is shrinking
It's a brutal expansion
“the situation with respect to domestic electrical maintenance and slaughtering has always existed.” yang kang, from hunan sunyang, is a “circle” in the household electricity maintenance industry, which he knows better。
According to yang kang, maintenance workers are paid lower wages, too cheap maintenance and service costs cannot meet their living needs, and a portion of the maintenance costs is to be paid to the company, so when the maintenance workers come to the door, they “go around and collect more”. In addition, the fact that the maintenance of household electricity is more specialized and that it is difficult for ordinary consumers to discern its effects gives repairers and companies much room for manoeuvre。
“fluorinated air-conditioning is a common method of indiscriminate charges, and there are very few air-conditioning units that actually require fluorine, and most of the reasons for non-refrigeration are caused by congestion in air-conditioning pipes. In addition, the use of a small brush brush is an excuse to clean the charges.” yang kang said。
He cautioned that, in the current market, some of the disruptions in household electricity maintenance were mostly caused by third-party companies that had been repaired or outsourced, and that official post-sale maintenance of brands generally had more regulated rates and could be traced to maintenance quality and responsibility. However, as rents rise and operating costs increase, the “regular army” of household electricity maintenance is shrinking。
“some brands of household electricity may have only one or two formal post-sale repair points in one municipal jurisdiction, with limited staff and high profile issues such as the absence of people and long waiting times for consumers. The number and distribution of the repairs is widely publicized on internet platforms, and the coverage is high, as are some of the repairs to the fake formal after-sales service。
Journalists interviewed at random more than 10 consumers in beijing, changsha and elsewhere, and found that many people did not spend time trying to find out whether the repair shop they had booked was regular, usually looking for a maintenance phone through an internet platform or looking for a maintenance shop near the district。
In the zhongyang district of beijing, journalists have recently visited a number of roadside repair shops and have learned that maintenance workers in these shops have generally been trained for seven days to three months to solve some of the common problems of household electricity. When they come to the house for maintenance, they usually choose to avoid heavy weight and recommend to consumers the use of more expensive accessories or consumables, claiming that “good parts are replaced and performance is naturally improved”。
“this type of maintenance worker has become an integral part of the maintenance industry and, in the absence of specialized institutions and personnel to manage it, there will naturally be malicious competition and confusion for survival. Zhang jiabin, an electrician, says:。
In his view, professional norms and good-faith operations in the domestic electric maintenance industry were unsatisfactory, and some maintenance service providers deliberately misled and deceived consumers mainly because of information asymmetries. “the failure of household appliances in general is not a major problem, and may be only a small problem in one place, but the general consumer is not aware of the principles of household electricity work and must therefore find maintenance workers with specialized equipment and expertise to answer questions and repair them.”
“the good-faith maintenance staff will inform the truth, treat the problem and resolve it as soon as possible. If a maintenance worker is not in good faith, it is inevitable that the consumer's ignorance is used to deceive the client, even without sick leave or major illness.” in addition, zhang jiabin stated that there were relatively few problems with house electricity maintenance, usually during the plant's warranty period, and that the various problems with house electricity maintenance were largely outside the three-pack period, and that the problem arose when the plant was no longer on warranty and had to pay for repairs。
The platform should strengthen its audits
The service must be priced
In order to regulate the market for household electricity maintenance, the act on the management of services in the maintenance of domestic electricity and electricity, which has been in force since 2012, specifies that household electricity repair operators should be licensed to operate at a prominent location, specifying the rates for service items and spare parts for household electricity, quality norms, quality assurance periods and complaints telephones。
A number of industry sources have argued that many brands are now published on the internet, although they clearly identify an electrical company, in practice the size and strength of these outlets vary. And now, most of the maintenance work is online, general maintenance information is sorted out in the search results of some internet platforms, which are either real or false, even when the li gyu impersonates as a regular unit, and “black merchants” with no maintenance qualifications at all。
Journalists have noted that there have been a number of new regulations recently introduced by industry associations and new requirements for the maintenance of household electric appliances in response to consumer disease. For example, the shanghai electronics maintenance services industry association encourages the transfer of service workers and common spare parts between industry enterprises, ensures that the response time for services during the heat season is kept within 48 hours, and requires that maintenance personnel holding a single home service pass must be issued with a certificate of access to the home and be visible; all service enterprises must have an explicit fee rate, which must not be increased at will; and all plant service lines must take effective measures to ensure service response。
In the view of the home electrician, liu steph, the management of household electrical maintenance needs to be kept up to date, and in response to the increase in online maintenance, the internet household electrical maintenance platform must fulfil its pre-qualification obligations, such as whether the maintenance plant is qualified and that the maintenance level is satisfactory. In the event of loss to consumers as a result, the platform should be liable for damage。
With regard to the lack of expertise on the part of household electric maintenance staff based solely on experience, especially the lack of standards for maintenance prices, zhang jiabin suggested that producers should strengthen their supervision of designated repair points, strengthen their capacities, and innovate after-sales services, such as setting up “fast fixes” in direct camps. In addition, the vendor should provide online publicity on the cost of spare parts, as well as on the cost and length of services for various types of services for door-to-door maintenance. When viewed, consumers have a clear idea of the cost associated with the length of service and the cost of replacing which parts。
“the maintenance process for maintenance staff is to be tracked throughout. The maintenance staff went to the consumer's house for repairs, the spare parts were changed, the problem was resolved and the repairs were performed? These problems are difficult for ordinary consumers to detect and are generally visible only to professionals. There is also a requirement that maintenance personnel are not charged a separate fee, preferably by the platform and maintenance agency, for which incentives and disincentives may be established.” zhang yanbin said。
At the regulatory level, liu yao duo calls on the public sector, as the regulatory body of the market, to carry out more raids on domestic electricity maintenance services, which have long been characterized by unsanctioned patterns, and to provide consumer satisfaction services by establishing regulations, taking full advantage of the role of industry associations, gradually improving industry standards and raising the threshold of access to the maintenance industry。
“consumers still have to shine their eyes in their daily lives, and it is better to choose a large power repair platform with a cable-based physical store, a good reputation, and relatively stringent regulatory measures than three, in order to be safe.” liu steph says。
