The development of the home furnishing industry has been more than 10 years since its inception. No matter the product type, quality or marketing methods have undergone earth-shaking changes, its service quality has been criticized compared with other mature industries such as home appliances and communications. Especially in the furniture industry, some merchants often deliberately set up warranty traps to attract consumers and gain benefits. Many consumers have reported that they have been on the furniture warranty. Clearly promised a free warranty, why do you have to pay for repairs? What are the exaggeration of the furniture warranty? Why are there more traps in the furniture warranty? How should consumers protect their rights? In response to the concerns of these consumers, we have planned to write a series of reports on the "Furniture Warranty Chaos Series", hoping to attract the attention of relevant departments, enterprises and consumers, and to raise the burden of the furniture warranty.
Repairing furniture during the warranty period requires door-to-door and parts fees
Consumer Mr. Chen bought a set of bedroom furniture at a furniture store last year. In March of this year, the cabinet door of the big wardrobe was loose. He wanted to find a manufacturer to carry out the warranty, but he was rejected. He called and told reporters: "The warranty period on the contract when buying a wardrobe is 2 years. The manufacturer promises free maintenance during the warranty period. However, when there is a problem with the wardrobe door, the manufacturer first said that the non-quality problem is not free of charge, and later The free warranty is only for the furniture panel itself, excluding parts and components, refuses free repairs, and charges for door-to-door and parts."
According to the reporter, the furniture that Mr. Chen purchased is not well known and is a product produced by a small furniture factory. In its furniture store, the reporter asked the warranty of the wardrobe as a consumer. Sales staff told reporters that the brand's warranty period is 2 years, and problems occurred within 2 years for free maintenance. Under repeated questioning by reporters, the salesperson informed that the premise of free maintenance is that the problem is a product quality problem, not a man-made damage or use problem.
The reporter asked: "Who is the quality problem?" The salesperson said that the company will send experienced workers to check and said that "simple questions do not need to alarm the quality inspection department." Subsequently, the reporter asked: "If the furniture is the responsibility of the problem in the transportation process?" Sales staff said that this is not a quality problem, not responsible for the company.
At the request of the reporter, the salesperson showed their sales contract. Although the contract listed many terms, it did not explain the details and contents of the free warranty. The salesperson said that within 2 years, the manufacturer will fully guarantee the product, including handles, slides, hinges and other components. When the reporter asked to write the scope and details of the warranty on the contract, the salesperson immediately refused: "The contract can only be signed in a uniform style, and the additional terms are not in compliance with the regulations, and the manufacturer will not recognize it.
Subsequently, he repeatedly assured the reporter that the company pays attention to the credibility, as long as it promises, it will definitely abide by it and let the reporter feel relieved. The reporter reflected the problems he encountered in Mr. Chen. At this time, he reluctantly stated that he could only explain the warranty terms by the company's after-sales service department. He could not do the Lord.
Most consumers have never enjoyed a furniture warranty
Has your home furniture been covered? Do you know the time and scope of the furniture warranty? According to the sample survey data of relevant departments, less than 20% of consumers have enjoyed the furniture warranty service. This data has a big gap compared with the after-sales warranty of more mature industries such as home appliances and communications.
Why does this happen? What is the current status of furniture product warranty? The reporter surveyed a number of stores and found that the warranty services for furniture products are uneven. Reputable brands can achieve more than 5 years of warranty, lifetime maintenance, and even furniture repurchase services; while some are small and not well-known. The company's warranty on furniture is ambiguous and it is not willing to make a written commitment. Even some brands may not be able to guarantee a nominal 1 year warranty.
The survey shows that although most consumers know that furniture can be guaranteed, and more than 80% of consumers will take the initiative to understand the warranty and after-sales service, most people just have a general understanding of the warranty period of the furniture and Not completely clear, the scope of the warranty is even worse.
After the product quality problems, although the product is still under the warranty period, but the merchant often finds various reasons to refuse the free warranty, in desperation, nearly 30% of consumers will choose to repair or spend money to find someone to repair, really find the manufacturer to insist Less than 20% of the people claiming the warranty.
It is difficult to find the furniture warranty clause in the sales contract
The reporter found that except for a few more standardized businesses, most furniture will not issue product specifications at the time of sale, nor will they express warranty liability on the contract. Some furniture even have no formal invoice at the time of sale, only receipts or invoices.
What is more worthy of attention is that almost no sales staff of a store will take the initiative to introduce the after-sales service items such as furniture warranty to consumers. When the consumers take the initiative to ask for help, the sales staff often cares about him or even wants to ask these questions. People quickly sent away.
The warranty period for general furniture is 1 year. During the warranty period, the merchant will provide a free warranty for the entire furniture including parts, which is customary. Some companies will extend the warranty period and will also adjust the warranty content accordingly. However, because the relevant departments have not formulated corresponding regulations, many merchants' commitments to the warranty are often only verbal and not reflected in the contract.
Some insiders told reporters that the home appliances, communications and other industries are precisely because of the participation of many consumers in rights protection, will be replaced by today's more standardized market environment. In the face of valuable furniture products, should consumers be more proactive and more active in safeguarding their rights? This will help promote the healthy development of the industry as soon as possible.
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