Appliance companies don't let service upgrades stop at slogans

Since the end of last year, the term "home appliance winter" was like a dark cloud and shrouded in the home appliance manufacturing industry. However, I believe that the winter may not necessarily be a bad thing. After a period of frantic expansion, the home appliance industry needs a period of cooling-off to digest the problems that are covered by rapid expansion, such as after-sales services.

In recent years, as the outbreak of home appliance sales has grown, the number of complaints from the home appliance industry has remained high. This year's CCTV 3.15 party also disclosed that, according to statistics, the amount of complaints for home appliance repairs was ranked among the top ten in various consumer complaints. The cottage maintenance team has repeatedly focused on the real estate network, the fees are not transparent, and the after-sales service can not keep up and the price is high... In the optimistic period of market sales, the production companies are trying to occupy the market share, increase the sales scale, and attend to the improvement of these “soft facilities”. However, when the autumn and winter season approached and market sales slumped, companies began to ponder over these details.

This month, a number of domestic appliance companies, including Vantage, Haier and Shuaikang, announced high-profile announcements that they will upgrade after-sales services and improve service standards. For example, Chinaren, Vantage announced that it will put 2,000 service vehicles in the country, and promised that “in the future, where users repair, after-sales staff will respond within 30 minutes.” Shuai Kang kitchen power is launched "Miranda rule", claiming that "users have the right to refuse “Pay service fees”; Wanhe intends to set up additional service centers and outlets, and Matsushita will rebuild its marketing system.

This is not much, some companies see the battlefield to win or lose. According to industry insiders, an air-conditioning company just talked about a good cooperation project, and another air-conditioning company immediately went to visit the focus of the renovation of home network, send free installation services, Hukou eat.

For business practices, industry associations responded quickly. This month, the China National Standardization Association proposed a "seven-star standard" for distribution services, and scored the company's services in the pre-sale, in-sale and after-sales services.

If these corporate commitments can really be implemented into action, consumers will ultimately benefit. However, according to past experience, many enterprises have had little thunder and rain, and they have even experienced wrangling at various stages.

Companies and associations hope that the idea of ​​boosting revenue growth through services is good, but don't let service upgrades stop at slogans.