In recent days, 36 provinces and cities of the country have joined the chinese consumer press and the chinese consumer network in a total of 38 units to combat fraud in maintenance, mobile phone manufacturersAfter-sale services"investigation" activities. The results of the survey showed that sony's after-sale service initiative was relatively sound and scored highest; while three mobile phone brands such as apple, chin-hing, high step/vivo had just passed; and hot rice and htc were at the bottom. As soon as the news came out, the official mi responded immediately that “the parts of the report and the ratings for the after-sale service were seriously inaccurate, and that the survey should have scored 84 points, the second highest in terms of the real situation”。
Mi's phoneWhat about quality and after-sales services? Is it like mi's propaganda? An in-depth interview was conducted by the economics reference journalist。
The death machine, the black screen, the fuselage is hot
Ms. Sun, who lives in henanzhou, said to the reporter of the economic reference journal, that she had spent 2,000 years buying mi2s on the mi network, but had a problem a few days after her return, that the phone had become particularly hot at the beginning, that the phone had become so hot, that the repair shop had to look at it several times, that she had to go back and try again.” if you make a complaint online, the official network will send an address for the maintenance point, but it's the quality of the phone itself. How do you fix it?" ms. Sun said to the reporters, "i thought i was having bad luck at first, but i got online `mi cell phone hot' and found that there were a lot of consumers who were facing the same problems as me, so it's obviously a quality problem. Why doesn't mi have a story?"
Ms. Sun told reporters that, not only that, but also the death machine and the black screen that she had purchased were common. “sometimes the screen was black with a brush on it.” ms. Sun told the journalists that she had to switch to her nokia phone, which was almost non-existent。
Ms. Lee, from guangdong, told the journalist that out of trust in mi, she had purchased her cell phone for both her parents and herself, but after two weeks of use, it began to appear black screens, sometimes without access。
Mr. Liu of zhejiang said that he had purchased 64g millimetres in early may and that he was now often unable to pull down the zipper menu, cut half of the line when the lock was unlocked, and often lost touch-screening tests and found that a line was broken。
"i bought mi2s, and mi3, and the screen broke, and as soon as it was broken, nothing could be changed, and the change of screen was very expensive. Also, when charged, the machine was very hot.” mr. Sichuan zhang, as a “meow powder”, was somewhat disappointed to say。
Consumer's dissatisfied with mi's response
Ms. Beijing consumer zhou told the economics reference reporter that she had ordered the mi3 phone on 13 march on the mei network, that it had been delivered on 17 march and that, less than a week earlier, the phone had begun to appear dead, that the camera was completely out of order, and that it was particularly hot when it was called. What makes her even more angry is that when she negotiates with mi's after-sale customer service about the quality of mi's mobile phone, mi's customer service says, "are you using your phone at 50 degrees of heat, and that's why it's happening?" in beijing in march, where to find a place at 50 degrees?” ms. Zhou said with outrage。
Ms. Zhou, recalling that there was an “unconditional return within a week” mark on the network, intervened with mi's customer service, but was told that “it would have to be sold and tested later and that if these problems could be resolved once they were restarted, the return would not take place”。
It is noteworthy that mi corporation has publicly stated that it has always attached great importance to the quality of customer services and has continued to improve after-sales services initiatives, and has now established 18 millet homes and over 500 authorized repair sites nationwide. There is also a paragraph on the page after the sale of the mi network: the rice company undertook to comply with the following conditions and the date of sale of the product. There is no reason to return the goods within seven days of the actual date of receipt, and there is no quality change within 15 days。
More recently, 36 provinces and cities of the country joined the chinese consumer press and the chinese consumer network in conducting a survey of 38 establishments to combat fraudulent maintenance and after-sale services. The results of the survey showed that sony's after-sale service initiative was relatively sound and scored highest; while three mobile phone brands such as apple, chin-hing, high step/vivo had just passed; and hot rice and htc were at the bottom. As soon as the information came out, the official mi responded immediately, stating that “the part of the report that targeted after-sale services for millet was seriously inaccurate, as well as the rating, and that the investigation should have scored 84, the second highest。
It is noteworthy that shortly after the findings of the investigation into the bottom of its after-sale service were strongly denied, a millet user posted his experience of selling at the beijing xiaomi house online. In order to prove that he was not a "mi-black" user, the user even posted records of the purchase of several millet products on the millet network. The user gave a detailed description of the after-sale service received at the mi house and concluded, after the sale of the rice, that “unzealous, inactive and mixed”。
“mi starts putting out the fire again, just as it must have been a fake when the cells exploded, and rice is sold in a bad way, the passenger service phone is out of line, the phone is out of order, the phone's broken is always man-made, the maintenance costs are always `higher', the 1999 phone was bought for less than two days, and the repair cost is more than 1,600. Isn' isn't that what the consumer says。
The thought behind the hot market
Journalists noted that earlier, on several occasions, the mine action force, the prime minister of xiaomei, had indicated that 40 million small-metre mobile phones would be supplied in 2014 and that, with 11 million in the first quarter of the traditional off-season season, it was increasing the volume of orders for supplies to exceed 80 million this year. Mi plans to deliver 160 million mobile phones in 2015, doubling from this year's level. Behind mi's ambitions is a growing problem of quality。
It is known that the ministry of quality of the miles complaints published its 2013 mobile phone industry complaint report as early as 3/15 2014. According to china's department of quality ten mile complaints, over 7,000 complaints were received from mainstream smart phones in 2013. Among these, quality problems are particularly acute with mobile phone calls, signals, dead machines and black screens. According to china's department of quality and ten mile complaints, nearly 1100 complaints were received from millet users, of which black screens, frequent restarts, etc., have not been a good solution。
“the success of mi as the representative of internet mobile phones has given rise to more attention, but is there any real concern about the existence of mobile phones while enjoying sales and fans.” according to insiders to the economics reference newspaper, while the mobile phone industry has reached a high level of scientific and technological innovation and brand-making, after-sale maintenance fraud is eliminated and transparency of services is ensured, the after-sale policies, service standards and related initiatives of mobile telephone manufacturers fall far short of consumer expectations。
In response to problems of quality and after-sale services for consumers, the economics reference journalist contacted the company and sent a written interview letter at the request of the other party, but no response had been received at the time of the submission。
Short-term assessment: product problems are not scary, but rather they are ignored or not given enough attention。
