On 24 may 2022, domestic media reports of a maintenance shop providing $200 for cell phone brightness triggered a new focus on twitter。
In recent years, china's domestic mobile phone market has produced more than 300 million items per year, and large mobile phone holdings have led to a strong demand for post-sale maintenance. However, after problems with mobile phones, many consumers prefer to be cheap or cheap and take them to unofficial, informal “shelter shops” on the side of the road。
These “savage repair shops” are mixed and scattered and cause serious problems for many consumers. Not only did the hot search cost $200 for the luminousness, but a friend of the journalist, who had recently been at the cottage maintenance store, had a “blowing of 150 bucks for dust”。
Senior practitioners have concluded that there are several widespread disturbances in the domestic market for mobile phone maintenance, namely, the deliberate overstatement of the facts leading to “a major overhaul of a small disease”; the bullying of consumers with the psychological “sitting-off price” of mobile phones in the form of lack of information and urgency; the clandestine replacement of original equipment during maintenance for price differentials; and the disclosure of user privacy for profit。
According to the source, the hot-search event of “helping with the brightness of a mobile phone” is typical of the use of expertise at a sit-in price of $10 or $20 for the owner of a conscience shop. At the same time, according to the seniors, “the services of `lighting' will not receive even a penny from official mobile phone repair shops, which are formally branded”。
Upstream journalists have noted the positive reaction of mobile phone brands following the hot search of the maintenance shop for $200 for light cell phones, and the official chinese version of the tips announcement, reminding them of the hope that when they encounter problems with mobile phones and consumer electronics users, they will recognize the risks of maintaining the official shop as far as possible。
Full-scale + full-scale, transparent services at official outlets
Zhang jian is a “big man” in a business that has been working on mobile phones for more than 20 years and has been in charge of official authorized repair shops in chongqing, which have several mobile brands. Zhang jian told journalists that the services of the official regular store were much more transparent than the building maintenance shop, “the process being transparent and the price being transparent”。
For example, technicians working in official stores work in transparent repair rooms, where consumers can view mobile phone maintenance outside the window, “with video surveillance and a clear look at the rules and the rest”。
Journalists have learned that they are now doing better in the area of “transparent maintenance”, that their maintenance prices will be publicized in china for small applications for end-users, china's official network and china's customer service centres, that users are readily available and that all authorized service centres across the country implement the same standards. At the same time, prior to maintenance, chinese official service providers will have a standardized equipment testing process, precise identification of the cause of the failure of the equipment, followed by targeted maintenance, which will reduce the cost of consumer maintenance and eliminate the possibility of “small disease overhaul”。
In addition, the maintenance schedule is “transparent” — whether by post, by appointment or by going to the service centre, consumers are able to follow up on the maintenance schedule through china's small client service programs, the official network and the high-resolution television of the service centre, in real time; other mobile brands have similar initiatives。
Guaranteed original plant spare parts with separate quality assurance
According to zhang jian, one of the major advantages of the official sale of hardware products such as mobile phones in back-door shops is “reliability of spare parts”。
The head of an oppo official maintenance shop told reporters that the use of spare parts by the brand official stores was certainly a reliable source of goods for the original plant, “and that there are now a number of warehouse repair shops on the market, using spare parts that are self-recovered, refurbished or do not ensure the reliability of the source, and that there is a risk that the repairs will result in security risks”。
Not only is the supply reliable, but after maintenance at the official brand service, separate quality insurance can also be obtained based on specific maintenance spare parts, such as oppo and realme's commitment to “90 days or more of warranty for replacement parts after dismantling” and wawa's commitment to “possess 30-90 days of quality assurance” for spare parts for replacement, while spare parts for mobile phone brands such as vivo, iqoo, 1+, glory, and milli have similar separate quality assurance。
In contrast, there is little commitment to the spare parts that have been replaced at the warehouse, and “the same problem arises after the repairs, whether they will continue to be repaired free of charge and entirely dependent on the conscience of the boss”, zhang jian said. He also reminded consumers that once they had chosen to maintain a warehouse, they would not be able to benefit from the security of the equipment at the official brand service。
The “regular army” is more professional than the “guerillas”
In addition to transparency of services and reliability of spare parts, user testing and maintenance in official after-sale shops are the most professional. Zhang jian stated that he knew his mobile phone best, of course, as a maintenance engineer trained by the official brands, “as opposed to the `mixed oil' type of technologists in the cottage repair shop, the regular army and the guerrillas, the maintenance is more professional and much more productive”。
It is known that oppo currently has more than 5,000 fully trained official sellers throughout the country; vivio has more than 800 after-sale service centres and more than 2,000 engineers for official training; and, in order to upgrade the capacity of over 20,000 first-line employees on the online line, china has established nine large training bases throughout the country, which are equipped with specialized training classrooms and simulators for daily training and practical exercise of services for staff in the regions。
Journalists have recently seen in one of the official service shops in the city, which are equipped with more than 200 specialized maintenance tools such as heating platforms, dismantling tools, compression tools, static electrical tools and cleaning tools. According to industry sources, there are at most dozens of maintenance tools available in the general warehouse repair shop。
"all by heart" for personal privacy
Smartphones are now the most private personal effects of many people, and many consumers are more focused on personal data security, but they are often insulated — there have been too many similar cases in recent years of “user-maintained mobile phones being held hostage the next day after they have been brought to a warehouse to repair them”。
In terms of privacy protection, the official post-sale service stores do have much more merit than the small maintenance stores。
For example, china has pioneered a “maintenance model” and its official back-sale stores have been proactive in directing users to start a “maintenance model” before repairing. Once the “maintenance mode” is in place, the mobile phone will not be used for all other operations other than the maintenance detection until the consumer has recovered the mobile phone from the maintenance mode。
As at 28 april 2022, china was known to have more than 150 machine-type support models, and 98. 78 per cent of its mobile phone users were using this function. The “maintenance model” function is currently supported by mainstream brands such as millet, vivo, and glory; oppo mobile phones not only set up “maintenance models” but also introduced mail-based visualization services that allow users to monitor remotely whether maintenance workers are looking at data from their own mobile phones。
According to the source, the maintenance of mobile phones and the security of user information in the warehouse repair shop are guaranteed, depending primarily on the personal qualities of the maintenance staff at the shop, “by self-consciousness, there is no reliable mechanism to regulate”。
