Nanshi Consumers Coordination found that although most consumers know that furniture can be guaranteed, the specific warranty items and scope of the furniture are not clear. After a product quality problem occurs, even during the product warranty period, the merchant will consider "exemption" and find various reasons to refuse the free warranty, forcing consumers to spend money to repair it.
The investigation also found that when most furniture is sold, the direct sales personnel of the manufacturer will not issue a product manual, nor will it clearly clarify the warranty responsibility in the contract. Some furniture does not even have an official invoice when it is sold, only a receipt or invoice. Moreover, no salesperson took the initiative to introduce after-sales services such as furniture warranty to consumers. When consumers take the initiative to ask for it, the salesperson will come up with various reasons to shirk.
It is understood that there is currently no uniform warranty requirement for furniture products in the country. Generally, the agreement between the enterprise and the consumer shall prevail. The industry generally agrees that the custom-made furniture warranty period is 1 year, and some companies extend the period to 3 to 5 years.
Then, if the quality problem occurs during the warranty period, is it because the product itself is defective, or is it installed or used improperly? According to analysis, it is difficult to identify the important reason why the furniture warranty is difficult to honor. Because the furniture product is under warranty, if there is a problem with the quality of the product, it can be repaired or replaced free of charge; if the furniture is cracked, warped, damaged due to improper use, then the corresponding maintenance fee, material fee, and door-to-door fee are Consumers need to solve it by themselves.
Secretary General of the Consumer Council of Jinan City Feng Jingkai said that the current after-sales service system of the furniture industry in Jinan is not perfect, making it difficult for consumers to protect their rights. Therefore, remind consumers that they should have a sense of self-protection and do not listen to the exaggerated propaganda of merchants, especially manufacturers ’salesmen. When signing a contract, the oral commitment of the merchant should be implemented into the contract, and the relevant contracts, invoices, after-sales service documents, invoices, etc. should be kept. Once there is a dispute, the rights protection also has a basis.
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