Appliances three bags face the shortage of accessories test

The product failed within the warranty period, and the manufacturer was responsible for maintenance free of charge. However, the life span of the appliance was far more than 3 years. Many consumers found that home appliances bought home just over 3 years ago and they were told that they had no accessories when they went to repair. Repairs, or repairs by old manufacturers, caused many consumer disputes. In this regard, consumers are full of opinions: products purchased for less than 5 years have to be eliminated because of lack of parts, or maintenance of old parts can not guarantee product performance; manufacturers are also aggrieved: now the upgrading of household appliances, a product of The renewal period is often less than five years, and some even one or two years. It is quite difficult to meet the three-pack requirement of five-year parts supply. The three-pack legislation that has been in place for 18 years is now facing the test of parts problems.

Phenomenal products due to lack of parts caused by scrapped Recently, Mr. Zheng, a consumer in Zhongshan City, Guangdong Province, complained that his home's washing machine was out of order, looking for after-sales service department manufacturers to apply for repairs, maintenance personnel came to check but said that because of the washing machine has long been discontinued, related Parts have been "out of print" and cannot be repaired. It is said that since this product has passed the three-guarantee period, the manufacturer will no longer be responsible. In this regard, Mr. Zheng is very angry. He told reporters that this washing machine was used for more than three years. "It was just after the repair period that the manufacturers did not care. It was too irresponsible."

In this regard, the factory sales person in charge said that the three bags of accessories required to ensure the supply of 5 years, is calculated from the time when the product was stopped production, Mr. Cheng's washing machine was purchased in October 2009, but the production date is 2007 1 Month, then the product was discontinued, so it has passed the three-pack warranty period of 5 years, because the repair parts can not be found, so the manufacturer is no longer responsible. As a result, Mr. Zheng used the washing machine just over 3 years old and could only be scrapped.

Dissatisfied Mr. Zheng arguably argued that the washing machine had been bought for more than three years, and that the salesman did not tell him that it was an inventory product at the time of purchase, let alone tell him the date of manufacture. However, the manufacturers insisted that the Three Guarantees stipulated that the warranty period for spare parts was calculated based on the date of production suspension, rather than the calculation of product sales time, thus rejecting Mr. Zheng’s repair requirements.

In desperation, Mr. Cheng complained to the local consumer association. However, since the washing machine has indeed passed the three-guarantee period, it has indeed stopped production for more than five years. Consumers' associations can only help in coordinating. Manufacturers are ignoring and they have no alternative.

In the case of many consumer disputes received by the newspaper regarding products exceeding the three-guarantee period and the lack of spare parts that could not be repaired, basically the products were suspended for more than five years, and consumers purchased and used less than five years. Analysis of the reasons, mostly because consumers do not understand the provisions of the Three Guarantees, did not pay attention to the production date of the product, but the sales staff did not take the initiative to inform or even deliberately concealed.

According to the survey, most consumers believe that the "three guarantees" component guarantee time is calculated from the date of suspension of production. This is unreasonable. Mr. Wu, a Beijing consumer, stated that although the three-bag requirement was calculated from the date of production suspension, consumers did not even know when the product was discontinued, and it was impossible to know if a dispute occurred, the manufacturer would say that the date of production was the same as the date of suspension. In order to evade responsibility. He believes that this should be amended to change the start time of the accessories guarantee to the time of purchase by consumers so that consumers can clearly and clearly consume and effectively safeguard their rights.

Investigate the consumption disputes caused by the maintenance of old parts. Due to the acceleration of the replacement of home appliances, the guarantee time for many companies' accessories does not reach the three-pack requirement for five years. In order to meet the needs of consumers for maintenance, some companies can only use old accessories secretly. Maintenance caused many consumer disputes. The most influential of these was Apple's use of old parts to repair incidents. A survey by the reporter found that the use of old parts in the field of home appliance repairs has long been not an uncommon task.

Mr. Li, who lives in Beijing’s Fengtai District, reported to the newspaper that the three refrigerators he bought four years ago had no refrigeration failure, and that the same failure occurred after less than three months of maintenance. When factory maintenance personnel came back to the door again, Mr. Li repeatedly asked the reasons. The maintenance personnel truthfully reported that the old parts were used last time because the original parts had not been produced, and the second replacement only used old parts. He expressed willingness to repair and let Mr. Li decide for himself.

When talking to this reporter about this matter, Mr. Li was very angry and said that he had originally wanted to discuss with the manufacturers, but he looked at the Three Guarantees Regulations and also consulted people in the industry and found that the relevant laws and regulations did not provide for the repair of home appliances. New accessories, especially after the product has passed the repair period, there are no clear restrictions on what type of repairs the repairer uses, and he has no choice but to prove himself unlucky.

Beijing adjust a number of home appliance repair shop owner said that the general household electrical appliances they can repair, but for the reporter's accessories where the problem comes from, some say that it is purchased from the market, and some flashed the word refused to inform. One of the bosses revealed some facts to reporters: Many home appliance repair shops bought some used goods or waste products from people who bought second-hand home appliances, and took out available accessories from the inside, which is low in cost and high in profits.

The person in charge of a company told us that they generally do not use old accessories to repair household appliances for consumers, especially during the Three Guarantees period. However, because some home appliances are used for too long, the required accessories are no longer produced, inventory parts have been used up, in order to ensure the normal use of home appliances, had no choice but to use old accessories.

However, most consumers hold a negative attitude toward the company's saying that it is difficult to guarantee parts for 5 years. According to a joint investigation with Sina and 3G portals, as many as 82% of people believe that manufacturers should still guarantee the supply of parts for five years, and 63.86% of consumers said that they cannot accept the use of old parts for repairs. It is believed that the performance of the product cannot be guaranteed; another 36.14% of the people said that they can accept the repair of old parts outside the warranty period, but the prerequisite is that the maintenance quality and the service life of the product must be guaranteed.

The old accessories should be used in advance to inform consumers of consumer disputes caused by maintenance parts. When interviewed by this reporter, experts unanimously stated that consumers must pay attention to the production date when they purchase home appliances, and should be cautious about buying those overstocked products. The manufacturer must be promised maintenance guarantees, and the relevant commitments should be written on the shopping invoice in written form.

Qiu Baochang, an attorney with Beijing Huijia Law Firm, pointed out that many consumers do not know that Sanbao has "guarantee to continue to provide spare parts that meet technical requirements within 5 years after the product is discontinued." This provision eliminates the need for manufacturers to stop production for 5 years. Parts supply responsibility. Now home appliance inventory backlog is a very common phenomenon, but according to the Three Guarantees Regulations, even if the inventory is overstocked, it will not extend the time to guarantee the supply of spare parts, so consumers once purchased these products, although in three There will still be guarantees within the package period, but once the three-guarantee period expires, it will face the problem of spare parts repair and supply. Therefore, consumers must be careful when buying, we must first see the product's date of manufacture, if the factory is too long, it is best not to buy. If you must buy, it is best to get the manufacturer's written promise.

For repairing enterprises using old parts to repair household appliances, An Yongcheng, a senior engineer of the National Quality Supervision and Inspection Center for Radio and Television Products, believes that the use of old parts for repair, as long as the quality of the parts is guaranteed, is not to blame, because it is in line with the principle of economy. In particular, the parts that are dismantled from the replacement machine are mostly quality-assured, and are generally more than 60% new. Savings are now advocated. If one-sided emphasis is placed on using new parts and simply replacing the replacement machine, it would be too wasteful and an undesirable method. Home appliance products, especially computers, flat-panel TVs and other replacements are very fast. It is unrealistic and impossible for companies to produce and store product accessories that are no longer produced or sold for a long time. In this case, it is a wise choice for companies to use quality-assured spare parts for maintenance.

Experts concerned stated that the relevant regulations of the State require companies to maintain supply of spare parts for products for five years, but it is not clear that the supply of these accessories must be new. Sanbao also only stipulates that the company shall not use components and accessories that are inconsistent with the technical requirements of the product during maintenance. In other words, if the company provides maintenance fittings that conform to the standards, it will not violate the law.

Although the relevant laws and regulations do not clearly stipulate that companies must use new accessories when repairing home appliances, a survey by the reporter found that most consumers are used to thinking that since they are maintenance products, they should be replaced with new ones. At the same time, most companies do not actively inform consumers when they use old parts for repairs.

The person in charge of the company said with a little resignation: "In fact, we also want to clearly tell consumers that they have used the old parts, so that after the consumer knows it has caused a dispute, but more worried that doing so will affect the corporate image, and even cause more trouble , so there is no requirement for service personnel to inform."

In this regard, Qiu Baochang pointed out that although the relevant laws and regulations did not clearly stipulate that companies should use new parts for maintenance, companies with a sense of responsibility should act in a responsible manner for consumers and try to provide consumers with high-quality maintenance services. If there is no way to use old accessories, we must actively and clearly inform consumers, respect consumers' right to know, and allow consumers to choose independently.