In the first seven months of this year, the Consumer Council received nearly 2,000 complaints about electrical appliances, an increase of about 60% over last year.
The Consumer Council stated that they have received many complaints about after-sales service of electrical appliances. Among them, after the complainant purchased an upright vacuum cleaner, the vacuum cleaner broke down. Although it was still in the maintenance period, the maintenance department requested twice for different reasons. The maintenance fee was charged, and it finally took 7 months to successfully replace the machine.
The Consumer Council pointed out that the company intends to charge additional maintenance fees under different names during the warranty period, and recommends that merchants should check the after-sales service and the supply of spare parts, and provide a reasonable maintenance time.
When purchasing or repairing electrical appliances, consumers should also confirm the delivery date and maintenance period with the merchant.
The Consumer Council said that it has received many complaints about after-sales service of electrical appliances.
(Photo by Li Zetong)
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According to the Consumer Council, in the first seven months of this year, a total of 1,946 complaints about electrical appliances were received, an increase of about 60% compared to the 1,216 cases in the same period last year.
It took more than half a year to successfully replace the machine
One of the complainants, Ms. Xie, had purchased an upright vacuum cleaner and later handed it over to the maintenance department in mid-October 2021 due to a malfunction.
Although the vacuum cleaner is still in the maintenance period, the maintenance department will charge a maintenance fee of 550 yuan, claiming that because the parts are out of stock, they need to spend more money to switch to another model.
Ms. Xie did not agree to the charge at that time, and the maintenance department responded that it would take time to replenish the parts.
Until January of this year, the maintenance department pointed out that the vacuum cleaner was damaged in function, and demanded to charge the maintenance fee again.
Ms. Xie compared the after-sales service sheet on the day of delivery. The sheet only recorded stains and flower marks on the fuselage, and there was no description of damage to the fuselage. Therefore, she did not accept the company's statement. In addition, the maintenance has been delayed for more than 3 months, so she requested switch.
Until April this year, the company had not come up with an exact plan, so she asked the Consumer Council for help, and finally successfully replaced the aircraft in mid-May.
The Director-General of the Consumer Council, Wong Fung-han, said that in the first seven months of this year, a total of 1,946 complaints about electrical appliances were received.
(File photo/Photo by Liao Yanxiong)
Refunds will be issued after a delay of more than one month and five months
Another complainant, Mr. Chen, purchased the wireless charging stand online on August 1, 2021. At that time, the order stated that the order would take about 5 working days, and it was expected to be shipped on August 6, but until late September, the order status remained unchanged. It remains in the "Pending Shipment" status.
Mr. Chen contacted the online customer service on September 30, but the staff did not explain the reason for the delay, and when he contacted the online customer service again the next day, it was unsuccessful.
When submitting an electronic form complaint to the company, no reply was received, so a complaint was lodged with the Consumer Council.
After the Consumer Council intervened in October this year, although it contacted the online store many times, the other party did not reply until 2 months later to arrange a refund, and did not explain the reason for the delay. The refund was finally completed in January this year.
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Delivery takes 20 days, and the maintenance period is reduced by nearly one month in disguise
The complainant, Mr. Mok, also ordered a dehumidifier on April 19 this year, but due to manpower and freight arrangements, the dehumidifier was finally delivered on May 9.
However, the warranty period starts from the date of receipt, that is, the date of purchase, so he felt unreasonable, because the delivery took 20 days, and the warranty period was only one year, which in disguised form reduced the warranty period by nearly one month.
After mediation by the Consumer Council, the company finally agreed to calculate the warranty period based on the delivery date and issued a new receipt for Mr. Mok for maintenance purposes.
The Consumer Council reminds that consumers should confirm with the merchants whether the electrical appliances are in stock before purchasing electrical appliances. Once the electrical appliances are out of stock or the delivery time is expected to be longer, they may need to consider other channels to purchase the goods.
(File photo/Photo by Luo Junhao)
The Consumer Council reminds that consumers should confirm with the merchants whether they are in stock before purchasing electrical appliances.
When the repair is delivered, consumers should also check the estimated completion date. Once there is no news after the expiration date, they should contact the merchant as soon as possible to inquire about the status and the reason for the delay.
They also suggested that if there is a discrepancy between the delivery date of the electrical appliance and the effective date of the warranty period, consumers can keep the delivery note as proof, and contact the retailer or maintenance provider as soon as possible to report.
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