** Urban Live Original
Without permission DO NOT**
December 2022.
Mr. Zhang from Nanchang, Jiangxi.
I bought a Gree air duct machine.
It took more than a year for the air-conditioning equipment to be officially installed.
Not long ago, the temperature in Nanchang was very low.
Mr. Zhang turned on the heating function of the air conditioner.
I found that the effect was not good.
Called the official customer service of 400 Gree Air Conditioner**.
The other party said that the national warranty information of this air conditioner could not be found.
Could it be that this is a fake "Gree"?
Mr. Zhang spent a total of 7,600 yuan to buy this Gree air duct machine, and the merchant who sold it was Tmall Electric Luojiaji Experience Store, and the specific payee was Hongtai Electric Appliance Business Department, Qingshanhu District, Nanchang City.
Consumer Mr. Zhang: I found that the heating effect is very poor, that is, how we adjust, the effect is not particularly obvious, and then I called Gree's official customer service 400 to repair, the result is 400** a dozen, it can not find this machine, after their staff came to check, found that this machine is a series of cargo machines.So what is this air conditioner from the ** string? Mr. Zhang provided the code of the air conditioner to Gree's official customer service, and the other party quickly gave an answer.
Consumer Mr. Zhang: Can you see the ** string here?
Gree Air Conditioner Official Customer Service: The record I can see here is the Tianjin side.
Consumer Mr. Zhang: Is it a repair machine, is it repaired?
Gree Air Conditioner's official customer service: I can't check this.The customer service staff also told Mr. Zhang that his air conditioner could not enjoy the national warranty, and Mr. Zhang was angry and depressed when he heard the other party say this.
Consumer Mr. Zhang: The meaning of the merchant is that this is caused by market competition, the machine bought from other places, and then installed by their store, and the after-sales service is carried out by their store, which is unacceptable to us, I am worried that his store will go out of business, who do I find?Mr. Zhang told the urban on-site reporter that before purchasing the machine, he had an agreement with the other party's sales staff on WeChat: it can't be a string machine, it can't be a repair machine. At that time, the other party also acquiesced and asked him to go to the store to choose products, who knew that this would be the result after buying.
Consumer Mr. Zhang: I also consulted, this is an obvious consumer fraud, my appeal is very simple, that is, to ask for a false one compensation of three in accordance with the law, why is it said to be consumer fraud? Because I asked to buy a new machine with national warranty, he gave me a serial machine, and there was no after-sales machine.After that, Mr. Zhang also called the official customer service ** many times to complain. A few days ago, the after-sales department of Gree Air Conditioner in Donghu District, Nanchang City called him, saying that for Mr. Zhang's special situation, after negotiation, the quality problem can be guaranteed.
Gree Air Conditioner Nanchang Donghu District after-sales service personnel: If there is a problem, I can repair it, that is, the quality problem warranty, if it is a problem in the installation, what is the installation problem? In the process of your use, the slope of the water pipe is not enough, and the water leakage is not installed due to water leakage, which is the installation problem.For this warranty scheme, Mr. Zhang said that it was unacceptable. So as a merchant, why do you want to ask Mr. Zhang ** for air conditioners that cannot be guaranteed nationwide, and whether this kind of sales behavior is considered consumer fraud? On the afternoon of January 31, the city reporter accompanied Mr. Zhang to the Tmall Electric Luojiaji Experience Store in Luojia Town, Qingshanhu District, and met Mr. Qin, the person in charge. He said that he is a franchisee of Tmall Youpin Life Appliances, and the head office is Zhangjiakou Tmall Youqi E-commerce *** At present, there are more than 1,000 franchisees under the platform.
Mr. Qin, the person in charge of the Luojiaji experience store of Tmall Electric: If it is said that the local supply is there, they are all happy, directly the goods in Jiangxi Province, directly installed in the entry system, what is the problem, but it happened to meet that the Jiangxi system has no goods, from other platforms, and then to Nanchang after the installation, and found that the entry system can not be entered.Mr. Qin, the person in charge, said that the main reason may be that there is a conflict between the sales policy of Tmall Youpin Life Appliances Platform and Gree Air Conditioner, Gree Air Conditioner requires that there can be no cross-selling between provinces, while Tmall Youpin Life Appliances Platform has no requirements in this regard. Mr. Qin also said that if he took the risk of entering the cross-shipments from Tianjin into Gree's national joint insurance system, he could be punished.
Mr. Qin, the person in charge of the Luojiaji experience store of Tmall Electric: I took the risk to enter it, in fact, it is very simple, it is a fine of 1000 to 1500, and the reason for the punishment is to disrupt the market.So, how to solve the warranty problem of consumer Mr. Zhang's air conditioner? Here's how the person in charge replied.
Mr. Qin, the person in charge of the Luojiaji experience store of Tmall Electric: It has been entered into the outlets in Qingshan Lake District, and it has also been proven, with a six-year warranty without any problems, and he does not need to spend a penny.Mr. Qin said that the maintenance outlet in Qingshanhu District, where Mr. Zhang's air conditioner was entered, was the official after-sales organization of Gree Air Conditioner in Qingshan Lake District, and they installed it at the beginning.
Regarding Mr. Zhang's concern about the follow-up issues, Mr. Qin said that even if his company went out of business, it would not affect Mr. Zhang's warranty. At the same time, Mr. Qin also admitted that if his current sales behavior was known by Gree's headquarters, he would be punished.
Urban Reporter: Do you think your staff has flaws in communicating with him at work?
Mr. Qin, the person in charge of the Luojiaji experience store of Tmall Electric: There are flaws, he didn't say it clearly, he was vague, and he didn't clearly reply to what others were like, he just let others buy it, and the deal was closed when he bought it.
Mr. Qin admitted that his employees were indeed at fault, and he also intended to compensate Mr. Zhang 1,500 yuan. Mr. Zhang, on the other hand, demanded at least twice the compensation, that is, 15,000 yuan, a difference of 10 times the amount proposed by the two parties.
So, for Mr. Zhang's request of "don't string the machine, don't sell back the machine", and finally issued the customer with an air conditioner that cannot be guaranteed nationwide, is the merchant suspected of consumer fraud? The urban scene reporter consulted a lawyer.
Lawyer Li Yijian: Whether it is from writing or from WeChat, as long as the two parties agree on the things confirmed, it is also a way to conclude the contract, and both parties have to perform the terms and conditions agreed upon for the commitments made.Lawyer Li Yijian believes that as for the refund of one compensation.
Third, it is better to refund one and pay one, or to make corresponding compensation, which should be analyzed according to the situation. Mr. Zhang, a consumer, also said that at present, he has dialed 12315, and if the two parties fail to reach an agreement in the end, he will file a lawsuit with the court to solve the problem.