Small parts of household goods torture corporate brand service capabilities

Ms. Xiao** recently took back the rented house and found that the plug in the bathtub was missing. Without it, the bathtub water could not be kept. Moreover, the size of the drain is still different for each brand, and there is no way to buy one to deal with it.

Although the bathtub has been used for several years, I thought that the product is American-labeled, and it is also a big brand. Such small parts should be easy to match, so I called the customer service of American Standard. Who knows, the customer service said that since it is a product many years ago, if it can be replaced, Ms. Xiao needs to contact the Beijing dealer to check it out before confirming. And the customer service also said that although the dealer just sent someone to check it out, the door-to-door fee would definitely be charged.

'The door-to-door fee is spent, but it may not be solved!' The shrewd Ms. Xiao decided to go directly to the store, because at that time the decoration and building materials were all done in a store, and the store also promised to decorate the owner. Provide repair service after the problem. But the answer from the store attendant made Ms. Xiao's heart even more chilling. 'The kind of old model you use, there are no accessories now. If you want to change, you have to replace the entire drainage system. It will probably cost more than 600 yuan.' What annoys Ms. Xiao is that To replace this system, the bathtub that was originally built on the table must be removed. 'I just want to buy a small plug, but now this situation is forcing me to redecorate the bathroom!' In order to solve the problem, Ms. Xiao went to the store manager on duty, but he also said that he could not help. No, you can get whatever you want to deal with first. It’s not worth the effort to spend.” So Ms. Xiao had no choice but to give up and bought a soft stopper. Let’s put more water.'

□Reporter investigates the unevenness of brand services

The reporter collected some small parts replacement and maintenance issues of household appliances and furniture that readers are concerned about. Select a few brands and investigate their related after-sales service. The specific problems are as follows:

1. The ignition switch of the gas stove at home is broken. I don't know if I can get the replacement service easily. Ms. Li

Gas stove ignition switch

Electrolux

Customer service provides regional related maintenance telephone numbers, consumers need to show the product model, free of charge during the warranty period Replacement is at their own expense outside the warranty period. Consumers can go to the repair station to purchase or send it by express delivery at the repair station. Cash on delivery (the express fee is paid by the consumer), and the price is 15 yuan/piece.

Vantage

Customer service provides first-level dealers in Beijing. Consumers can go to the warehouse to buy (only the specified model accessories are provided) or choose door-to-door service. The cost includes door-to-door fees and accessories Fees (20 yuan within the fifth ring road, 30 yuan outside the fifth ring road), accessories prices range from 15 yuan to 20 yuan.

Sakura

Customer service provides the repair point telephone, the repair station only provides on-site service, and the cost includes the on-site fee (10 yuan), the maintenance fee (10 yuan) and the accessory fee.

The filter in the washing machine at home is scratched. I go to the store to buy it and leave it alone. Will there be a door-to-door service after sale? Mr. Ji

Washing machine filter

Little Swan Consumers leave a contact number to the customer service, and wait for the maintenance staff to call to confirm the model, and they can buy it at the point of sale or install it on-site at the point of sale. If there is no spot, you can apply for order.

Siemens consumers leave a contact number to the customer service, waiting for the technician to call for confirmation and further verification. Consumers can go to the repair point to purchase on their own or request on-site service. The door-to-door fee is 40 yuan, and the accessory fee is 20 yuan.

Panasonic

Customer service provides telephones for repairing outlets in related areas. Consumers can go to the repair point to purchase or choose on-site service (service fee 20 yuan + accessory fee 5 yuan), but the repair point There is no guarantee that all models will be available.