"Thank you for finally solving this problem on my mind. A few days ago, under the coordination of the Hongkou District Consumer Protection Committee, Ms. Wang, a consumer, finally got the compensation, and the consumer dispute that lasted for nearly four months came to an end.
Ms. Wang bought a refrigerator on a shopping platform, recently, this refrigerator had a refrigeration failure, Ms. Wang initially contacted the official after-sales platform for repair, and the refrigerator returned to normal after the first repair, but the failure reappeared a few days later. So Ms. Wang contacted the repair many times, but the result was still the same, the refrigerator was normal for a few days and then broke down, which made Ms. Wang annoyed.
Finally, one day, the elderly in Ms. Wang's family were suddenly hospitalized due to illness, which may be related to eating spoiled food. Ms. Wang suspected that the refrigerator had caused the food to spoil.
After Ms. Wang's family was hospitalized, the official after-sales staff of the refrigerator contacted her and expressed their willingness to compensate, but after Ms. Wang proposed a specific amount of compensation, the staff did not contact Ms. Wang.
Subsequently, another maintenance worker contacted Ms. Wang, but not only did not give a compensation plan, but also threatened to file a lawsuit with Ms. Wang and let Ms. Wang appeal. The bad attitude made Ms. Wang angry and complained to the District Consumer Protection Committee.
After verification, the District Consumer Protection Committee learned that Ms. Wang proposed to the official after-sales platform 10 times the compensation for the maintenance fee, that is, 6,000 yuan.
The seller of the refrigerator brand said that it did not know Ms. Wang's situation before, and that the brand seller and the maintenance personnel who threatened to "fight a lawsuit" were only in cooperative relations, and had previously terminated the cooperation with the maintenance personnel, hoping that the next handling could be understood by Ms. Wang.
According to the national three guarantees, the electrical appliances that have not been repaired after many repairs can be replaced, but because Ms. Wang has purchased other brands of refrigerators and no longer needs to be replaced, the operator said that she can return the refrigerator and compensate Ms. Wang 3,000 yuan, and Ms. Wang recognized the compensation plan.
According to the "Provisions on the Responsibility for Repair, Replacement and Return of Some Commodities", if the product is still not used normally after two repairs within the validity period of the three guarantees (return, replacement and repair), the seller shall be responsible for replacing the product of the same model and specification for consumers free of charge with the repair records and certificates provided by the repairer. According to the first paragraph of the thirteenth day of the "provisions", the product meets the conditions for replacement within the validity period of the three guarantees, but if the seller requests a return because there is no product of the same model and specification, and the consumer is unwilling to exchange other models and specifications of the product, the seller shall return the product.
The District Consumer Protection Committee reminds consumers that refrigerators and other household appliances should be repaired in a timely manner, and they should choose a regular maintenance company when repairing, understand the operation process in advance, and try to ensure on-site supervision when the maintenance personnel are operating. At the same time, the maintenance personnel are required to provide a letter of responsibility commitment after disassembly and assembly, and protect their rights in a timely manner after problems occur. When the maintenance company shirks its responsibility, consumers can complain to the relevant departments to protect their legitimate rights and interests.
Reporter: Gu Li.
*:Internet. Editor: Gu Li.
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