[ is ] Today, some manufacturers are growing market share, they forget the early heart, throwing the back of the head after-sales service, maintenance, outsourcing has become a consensus within the industry, the companies start to walk away treasurer, and outsourcing services exorbitant demands, the “home appliance repair service price marking” and “consumer protection law” in the high-altitude aircraft, non-existent, consumer rights become a laughing stock, the industry product sales, installation and after-sales service warranty gradually exposing the tripartite separation of trends, dolphin cancer to Liaoyuanzhishi “rising.” Each link in the chain industry, “instant success”, after-sales service into the industrial chain of the most confusing part, home appliance industry into chaos after-sales service urgent needs.
to the urgent needs of the appliance industry service chaos chaos phenomena (Photo from Internet)
service outsourcing to the development trend of home appliance industry
accompanied the home appliance industry, a growing number of complaints, the outsourcing service industry has become an irresistible trend, specifically for home appliances business service clean up the mess and services, some of the outsourcing companies to clean up the more the more rotten. In this service, some busy and external expansion, to spend large sums of money invested in marketing and advertising in the home appliance brand who has no time to attend and “expansion” about the after-sales team, a phenomenon more in the second and third tier cities and rural areas obvious, difficult to guarantee service quality, household electrical appliance enterprises in these repair outlets beyond the reach of regulation and binding. It is noteworthy that, while “rejoined” and “authorized dealer” docking customers are businesses, not consumers, they face the consumers’ money does not go away heart. ”
aftermarket manufacturers are currently outsourcing services mainly in two ways: one is authorized to special agents, the other is to undertake the private life of “pure outsourcing,” These sales service points will not be considered a specific brand, profit for the navigation service qualification is not enough, lack of professional operation, no corporate pressure to bear, bad attitude. Consumers spend brand price to buy is brand products, enjoyed the cottage service, difficult to protect the interests of consumers.
appliance industry service shortage
unsatisfactory after-sales service, so that consumers do not want to choose the brand after sales, to undertake an appliance repair industry sources, in addition to their own responsible for brand sales after-sale protection work, usually to occupy large market shares also took many brand appliance repair.
to water purifier, for example, we all know, water purification products in the appliance category is a high-margin category, especially filter profit as high as 200% to 300%. According to industry statistics, there are nearly 4,000 large and small enterprises to participate in market competition. Related sources: clean water on this one, the current market in Guangzhou at least hundreds of informal service companies.
Consumers Association called on relevant departments should develop as soon as possible and the introduction of more stringent service standards, service quality guarantee from the system; the relevant competent authorities and industry associations to strengthen policy guidance on repair service industry and industry self-regulation; the relevant law enforcement departments should strengthen market supervision and crack down against the legitimate rights and interests of consumers behavior, create a reassuring environment for consumption.
The actual third-party service providers are linked to signs of enterprises, should the dispute and security risks, or a direct impact on the company’s brand reputation.
obviously pay for is well-known brands, providing after-sales service is “street vendors” grade, the whole industry consumer environment is destroyed, complained repeatedly upgrade. According to sources appliance repair, after outsourcing company obtain special authorization, most services are layers of subcontractors, and finally the actual service delivery is only three to five people in the repair shop.
service overcharged reduce brand trust
In recent years, many household electrical appliance enterprises because Repairs profit margins narrow, view them as a burden, to reduce operating costs, have the outsourcing, however, profit-driven service companies have earned bowl full scoop round.
According to “Information Times” reported earlier, previously, a home appliance company executives said, to build a service station in Beijing, Shanghai, Guangzhou and other cities, a year operating costs need 500,000 to 800,000 yuan, the three four cities have more than 20 million. However, if the operator an outsourced service station, just 50000-100000 yuan every year.
It is known to washing machines, for example, many manufacturers of maintenance in the washing machine after clutch spring broken face, so he called specified by the manufacturer only to replace the entire clutch, clutch and offer at least a few hundred dollars. In fact, the cost of a spring at most 20 yuan, about maintenance costs 30 yuan, 50 yuan will be able to solve the problem, outsourcing designated repair outlets or manufacturers are required to spend 10 times the price.
In 2006 implementation of the “home appliancesService price marking “clearly requires appliance repair service operators must post the public service prices. Article VI, appliance repair service price tag content should include: services (including inspection, repairs and maintenance, require on-site repair service on-site service fees charged), fees; repair materials, spare parts name, origin ( domestic label Province, or import standard country names), specifications, price units, retail price and the price of telephone hotlines.
a growing market share of brand manufacturers appear in the service of the control lag, but does not have the affiliation between household electrical appliance enterprises and outsourcing businesses, manufacturers promise of quality service, fell repair outlets has become “duplicity”. In addition, the greatest criticism after-sales service outsourcing is all sorts of excuses arbitrary charges on the charge, replacement parts under various pretexts wild speculations, appliance service become occupied areas.
Industry analysts believe that the rapid development of China’s home appliance industry, after some shuffling, will play to serve to win the brand, service quality, and will directly reflect the impact of major brands core competitiveness of enterprises . Faced with chaos phenomena after-sales service, to accelerate the appliance service industry will be the next trend.