Two air conditioners purchased in the same period were under warranty. The first broken air conditioner was charged 900 yuan for repair, but the second broke one was charged nothing. The Baoying County Consumer Association in Yangzhou, Jiangsu Province, recently dealt with a consumer dispute over charges for air conditioning maintenance during a three-contract period.
According to the customer Mr. Lu, in August 2014, he went to a large home appliance store in the county seat to select an air conditioner. The sales staff strongly recommended the air conditioner of a certain brand, saying that the brand was large and the after-sales service was good. Mr. Lu immediately bought four sets, costing nearly 20,000 yuan. Last May, an air conditioner in the living room suddenly malfunctioned. Mr. Lu immediately called the after-sales telephone repair, then a repair master door-to-door repair. Mr. Lu said that the maintenance master told the air conditioning three package period is 6 years, has passed the three package period, need to repair 900 yuan, he agreed to pay for maintenance.
In August, another air conditioner in Lu's home also broke down and was reported for repair. "This time, the repairman asked me for the warranty card of the air conditioner. After looking at it, he said that the warranty period of the air conditioner is 10 years, and there is no charge for maintenance." Mr. Lu expressed doubts that he bought the same brand of air conditioning at the same time, how can the three package period be different? So, he looked for the warranty card for the first time to repair the air conditioner, and found that the warranty card also stated that the air conditioner warranty period was 10 years.
Mr. Lu believes that last year's after-sales maintenance fee of 900 yuan is an unreasonable charge, and asked for a refund, but the after-sales service let Mr. Lu to provide last year's maintenance of air conditioning replacement parts, and said that it is the manufacturer's requirements. If not, the repair fee cannot be refunded. Mr. Lu said he had no obligation to keep the parts he replaced last year and demanded a refund of the maintenance fee.
After receiving the complaint, Baoying County consumer Association personnel contacted the after-sales manager Zhang, Zhang manager of Mr. Lu's statement did not raise objections, but still insisted that it provide replacement parts can return maintenance fees. Subsequently, consumer association personnel and air conditioning manufacturers 400 after-sales contact. The after-sales staff insisted that the warranty period of the air conditioner was 6 years. When the staff of the Consumer Association pointed out that the warranty card that Mr. Lu bought the air conditioner was clearly marked as 10 years, the after-sales staff also said that their air conditioner was only produced between April 17, 2010 and November 14, 2012, and the warranty period was 10 years, and the rest were all 6 years. As for Mr. Lu's warranty card, which says 10 years, it may have been taken or misprinted. After mediation, Mr. Lu took the initiative to make concessions, after the sale of a one-time refund of 450 yuan maintenance fees.
Baoying consumer Association reminds the majority of consumers, in the choice of after-sales service should pay attention to the following points: one is to read the warranty card carefully. After the failure of air conditioning, we should find out the warranty card, and understand the period of three packages and the policy of return and replacement of air conditioning. The second is to choose the maintenance network carefully. If there is an air conditioning fault, you must choose the official after-sales service network of your air conditioning brand, or a maintenance shop with good reputation, good technology and professional qualifications and regular facade. Don't trust information about repair companies that post "small ads" or search the Internet. Third, multi-certificate inspection and maintenance qualification. Maintenance personnel door-to-door maintenance, to check whether it has the corresponding maintenance qualification certificate, and require maintenance personnel to show the after-sales service unit on the post name tag. Four is the maintenance before and after saving vouchers. Before maintenance, negotiate the price, that is, what faults occur, what parts need to be replaced, and ask the maintenance staff to show the price list, take photos for certificate. Keep the maintenance voucher after the repair is completed.
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