One of the problems in the small household appliance industry is poor product safety and quality. Poor product quality is the most commonly reported problem among consumers in the small household appliances industry. There are many brands in the small household appliance market, and the quality is uneven. Some products do not even have the 3C certification mark. For every random inspection conducted by the departments of industry and commerce, quality supervision and other departments, the rate of substandard product quality of small home appliances is very high. Nearly 40% of small household appliances are subject to “dead fire†in the case of quality sampling. The complaints caused by the quality problems of small household appliances are also commonplace and have remained high.
The second is that the famous brand phenomenon is prominent. In recent years, the “famous brand†site on the small household appliance market is common. Counterfeit companies are mostly registered in Hong Kong, and then manufacture and sell them in the name of authorisation, supervision, commissioned manufacturing, etc., and intentionally make minor modifications on trademarks and sites to confuse consumer audiovisual.
Third, after-sales service is not timely. There is a distance between the promises made by the merchants and the redemption, and some maintenance personnel cannot eliminate the faults for many times and cannot make explanations satisfactory to the consumers; some maintenance personnel cannot provide the door-to-door service according to the agreed time; some businesses have no accessories and personnel. Arrangements to refrain from reasons such as coming, can not do a good job after-sales service, leading to after-sales service is not timely or repair time is too long.
Fourth, maintenance costs are unreasonable. The maintenance cost of small appliances is obviously high compared with their own prices. The maintenance charges for small household appliances on the market are relatively high. The maintenance costs for one-time faults are often as high as 20%-50% of the selling price of small household appliances. Therefore, for many people, some small household appliances with lower prices will be discarded and replaced if they fail.
One of the reasons for the problems in the small household appliance industry is the lack of product industry standards. China's small household appliance industry started late compared with European and American developed countries. With the continuous increase of small household electrical appliance categories, the problem of small household appliances industry is becoming more and more prominent. From the perspective of industry norms, there are currently no complete national standards for domestic small home appliances. Although current standards for electric stoves, commercial soya-bean milk makers, pan-baking machines, and electric cookers have been established, there are still no relevant standards for home appliances such as mother-to-child small home appliances, water purifiers, and air purifiers. The market is chaotic and quality is also high. Can not be fully guaranteed, after-sales service is impossible to find, in name only.
The second is the high cost of defending rights of enterprises. In the domestic market, enterprises that have been infringed need to have a judicial process to safeguard their rights, and they can not do without the link of identifying the value of products involved in the case. If it is necessary to increase the intensity of the crackdown, the value of the case will inevitably be large, and the value of the small case will be in the enterprise’s rights protection. There is no shocking effect at all during the process. To combat these 'famous brand names', companies must spend a lot of manpower and material resources. If the results of crackdowns are small, they often do more harm than good.
Third, the after-sales service system is not perfect. On the one hand, many small home appliance companies have limited strength, lack of sufficient funds and manpower to carry out after-sales service construction and improvement, most of them are commissioned by some special service units responsible for after-sales maintenance, but this trust relationship is often unstable and may be replaced at any time. Allows consumers to repair without a door; on the other hand, due to the rapid replacement of home appliances, many manufacturers for product after-sales maintenance spare parts reserve, and the standardization of accessories is low, versatility is poor, many accessories are not stock after sale, there is a need And, from the manufacturers to transfer goods, and the general production of the earlier products, the more expensive accessories, resulting in high maintenance costs of small household appliances.
The fourth is the consumer's after-sales consciousness. For low-quality, small consumer electronics products, many consumers hold the mentality of “can use it but not use itâ€. Therefore, quality is almost irrelevant, and after-sales service does not matter. However, it is the user's indifferent mentality that has given companies a living environment that is not strong enough, and has poor quality and after-sales awareness. In addition, consumers lack awareness of rights protection for such products, leading some companies to unconsciously reduce the standards of product quality and after-sales service.