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Parts are discontinued and old appliances don’t have to be repaired?Manufacturers delay maintenance on the grounds that the spare parts have been eliminated. Provincial Consumer Council: Repair spare parts should be provided within 5 years of product suspension
The washing machine purchased 6 years ago failed, but the repair was delayed by the after-sales service after the consumer reported it for repair. It turns out that an important reason for the delay is that machine parts have been eliminated. After receiving complaints from consumers, the Provincial Consumer Council stepped in. As there were no parts that could not be repaired, the manufacturer eventually replaced the washing machine for the customer.
Household appliances purchased by the public can only be used for five or six years. However, electrical appliances are updated and iterated too quickly. A model is often discontinued after a few years of production, and a new model is launched. This often leads to the embarrassment of electrical failures but no parts to repair, which has become an annoyance for many people.
In July this year, the Guangdong Provincial Consumer Council received a total of 372 complaints from consumers. Internet services, sales services, life, and social services ranked the top three on the complaint list, and household electronics and electrical appliances ranked fourth. The Provincial Consumer Council emphasized that after-sales service is the core competitiveness of electrical appliance manufacturers, and repair parts and accessories should be provided to consumers within 5 years of product suspension.
During the extended warranty period, the washing machine was broken and the manufacturer was sued for delaying repairs
According to the "Consumer Rights Protection Law", "Product Quality Law" and related regulations, operators must strictly follow national regulations or agreements with consumers to undertake repairs, replacements, refunds or other responsibilities, and must not deliberately delay or unreasonably refuse . The Provincial Consumer Council stated that in this case, the consumer purchased the extended warranty service of the washing machine, and the manufacturer is obliged to assume the three guarantees in accordance with national regulations within the promised period.
Secondly, according to Article 7 of the Regulations on Responsibilities for Repair, Replacement and Return of Certain Commodities: “The producer shall perform the following obligations...guarantee to continue to provide spare parts that meet the technical requirements within five years after the product is discontinued...†In this case, the manufacturer failed It can provide relevant evidence that the product involved in the case has been discontinued for 5 years, from which it can be reasonably presumed that the product has not been discontinued or that it has not been discontinued for 5 years. Therefore, the manufacturer should continue to provide repair parts for the product, and should also guarantee the supply of spare parts within 5 years after the product is discontinued.
Third, according to Article 12 of the "Regulations on Responsibilities for the Repair, Replacement and Return of Certain Commodities": "During the warranty period, because the manufacturer has not supplied spare parts, the repairer shall be repaired after more than 90 days from the date of delivery. It is stated in the status that the seller can exchange products of the same model and specification for consumers on this basis for free, and then claim compensation from the manufacturer or supplier according to law or deal with the purchase and sale contract. If the repair period exceeds 30 days due to the repairer’s own reasons, It is for consumers to exchange products of the same model and specification for free, and the repairer shall bear the cost.†The manufacturer’s failure to continue to supply parts and accessories of the product involved in the case led to delays in consumer repair requests. It should bear the corresponding legal responsibility and take the initiative to do so. Consumers exchange products with the same model and specifications.
Electrical after-sales service is the core competitivenessAlthough the manufacturer’s handling results satisfied consumers after the provincial Consumer Council intervened, the after-sales service personnel had a negative attitude and even suspected deliberate delay in the early communication with consumers. It is worthy of the company’s attention and reflection, and it is also for the industry. The alarm bell sounded.
The Provincial Consumer Council believes that in today's sufficiently saturated market and increasingly fierce competition, good after-sales service has become one of the core competitiveness of enterprise industry development, directly affecting the success or failure of enterprise operations and industry development. All relevant enterprises should attach importance to the quality of after-sales service, devote themselves to improving the quality of after-sales service, and win the recognition and trust of consumers, so as to obtain the most fundamental support for long-term development.
Guangzhou consumer Mr. He bought a Haier washing machine in November 2012 and purchased the extended warranty service of Haier home appliances in July 2015. The washing machine warranty period was extended to January 2019. In May 2018, the washing machine experienced malfunctions such as dehydration failure and invalid buttons. Mr. He called Haier's customer service to report for repairs. The customer service promised to send someone to inspect and repair it, but there was no news. Mr. He called many times to urge the matter, Haier customer service delayed the processing for reasons such as obsolete parts and equipment, and the company's relocation. In desperation, Mr. He lodged a complaint with the Consumer Council of Guangdong Province and asked Haier to send someone to repair it as soon as possible.
After receiving the complaint, the staff of the Provincial Consumer Council immediately contacted Haier and requested Haier to properly handle the matter as soon as possible based on the purchase receipt and extended warranty service card provided by Mr. He. Haier replied that because the parts of the machine had been eliminated and maintenance services could not be provided, it had to replace the machine for the customer.
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