The quality of furniture products, improper installation or improper use are difficult to define, which makes it difficult for consumers to achieve after-sales rights protection.
When buying furniture, you must sign a formal contract and write the manufacturer's oral commitment.
Many furniture warranty traps
Many consumers report that they have been involved in furniture warranty issues. Some netizens posted that the warranty period on the contract when buying furniture is 3 years, and the manufacturer promises to provide free warranty during the warranty period. However, when a problem occurs, the manufacturer first argues that there is no free warranty for non-quality problems, and then refuses to repair for free on the grounds that the free warranty is only for the furniture sheet itself, excluding parts.
Regarding the issue of furniture warranty, there are many different opinions from merchants. The warranty period is 1 year, 3 years or 5 years, and there are more promises of "several years of warranty and lifetime maintenance", but they rarely voluntarily inform the premises and restrictions of free warranty. Some consumers believe that the warranty of 1-3 years is a manifestation of the lack of integrity of the business. The furniture generally takes four to five years to cause problems. At this time, the consumer has to pay for it.
Not only the warranty content is limited, but also the identification of quality problems. After the furniture went wrong, the merchant sent someone to check, and the result was the merchant's final decision. The cost of the quality inspection agency is not cheap. If the result of the identification is not a quality problem, the cost is borne by the consumer, and the problem will not be solved even if the expense is spent.
In fact, merchants' after-sales services have warranty clauses, but due to differences in the understanding of warranty clauses, or some non-standard merchants deliberately set up "traps", it is difficult for consumers to protect their rights when problems arise.
Standards are missing, identification is difficult
Zhu Changling, chairman of the China Furniture Association, said that at present, the country does not have uniform warranty provisions for furniture and building materials products, but consumers who purchase furniture in Beijing can enjoy furniture according to the "Beijing Furniture Product Repair, Replacement, and Return Responsibility Regulations." Package "service. "Regulations" pointed out that: within 90 days from the date of delivery, serious quality problems occur, consumers can choose to return, exchange or repair; within 180 days from the date of delivery, serious quality problems occur, you can choose to exchange Or repair. At the same time, Zhu Changling told reporters that the industry generally agreed that the customary warranty period is 1 year, and some companies have extended the period to 3 to 5 years.
Mahoney furniture representative Wang Meng said that in the general 1-year warranty period, businesses will provide free warranty for the entire furniture, including parts and components, which is customary. Some enterprises extend the warranty period, and also make corresponding changes to the content of the warranty. Because the national or local industry and commerce departments do not have corresponding management regulations, many merchants promise full warranty is often verbally, not reflected in the contract.
There are quality problems in furniture products, and the reasons for the product itself, improper installation or improper use are difficult to define, and it is also difficult for consumers to achieve after-sales rights protection. Wang Meng said that if there is a problem with the quality of the furniture product during the warranty period, it can be repaired or adjusted free of charge; however, if it needs to be replaced due to improper use, causing cracks, warping, damage, etc., the corresponding maintenance fee and material fee are required Consumers solve it by themselves.
Zhang Dezhi, deputy director of the Consumer Guidance Department of the China Consumers Association, said in an interview with reporters that furniture logos are unclear and product instruction manuals are not provided, so that when the product has quality problems, the promise cannot be fulfilled. When consumers face irregular furniture manufacturers, It is also difficult to solve normally through after-sales service.
Case
Verbal commitment, the contract does not reflect
The reporter visited and found that some small-scale and low-profile enterprises are ambiguous about the problem of furniture warranty and refused to make a written commitment.
In a wardrobe furniture store, the reporter asked about the warranty of the wardrobe. The sales staff told reporters that the brand's warranty period is two years, and if there is a problem within two years, it will be repaired for free. After careful inquiries, the sales staff told reporters that the premise of free maintenance is that the problem is a product quality problem, rather than artificial damage. When the reporter asked if it was the quality problem, who had the final say? The salesperson said that the company will send experienced workers to check, and said that simple problems do not require the quality inspection department. Afterwards, the reporter asked who should be responsible for the problem if the furniture was in transit, and the sales staff stated that this was not a quality problem and was not the responsibility of the company.
In response to the reporter's repeated requests, the salesperson of the wardrobe showed their sales contract. Although the contract listed many terms, it did not explain the details and restrictions of the free warranty. The sales staff said that they will guarantee the product within two years, including handles, slides, hinges and other parts.
When the reporter asked to add the full protection rules to the contract, the salesperson told reporters that the contract can only be signed in a unified manner, and the additional clauses do not meet the requirements, and the appraisal agency may not necessarily recognize it.
Then he told reporters that their company is a credible company, and as long as they promised consumers, they will abide by it, so that reporters can rest assured. Zhu Changling told reporters that the sales contract can not only add clauses to the contract, but even write an additional attachment, which has legal benefits.
Regular dead ends
Strict warranty conditions
Some furniture manufacturers are very harsh on the "one-year warranty" conditions. For example, scratches, stains, etc. on the furniture are not covered by the warranty; although there is no cost to pay for the warranty, there is a "home fee" for home visits. There are also some solid wood furniture that are deformed due to changes in water content, and are not warranted. The manufacturer points out that only hardware and other accessories fall off before maintenance is given. In addition, "man-made damage" is a non-warranty range set by many furniture brands, but what exactly does "man-made damage" include, but no brand has made it clear.
Not providing invoices to evade responsibility
Except for a small number of more regulated merchants, most furniture does not issue product descriptions to clarify warranty responsibilities. Some furniture is sold without official invoices, only receipts or invoices, and even few sales staff take the initiative to introduce after-sales services to consumers.
Industry statement
Write verbal promises into the contract
Zhu Changling, Chairman of China Furniture Association
There are omissions in the national regulatory mechanism, the laws and regulations and management methods that have been developed have not kept up with the development of the market, the details of furniture warranty and maintenance have not been paid enough attention, or there is a lack of relevant knowledge, so there is no corresponding perfect and clear law. Laws and regulations are the reason why some companies borrow money from the corners of the rules.
In addition, consumers themselves also lack self-protection awareness, one-sidedly listen to manufacturers' propaganda, do not understand enterprises and products in detail, do not understand related rules and regulations, and have insufficient awareness of rights protection. When signing a contract, often the manufacturer ’s oral commitments are not implemented in writing, which leads to no basis when disputes arise.
Consumers are reminded here to keep the relevant contracts and evidence, and when there is a problem, they can negotiate with the merchant to resolve it, and then seek help from the store and consumer association, and finally seek a solution from the court.
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