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(Transfer from Commodity and Quality Weekly) According to Ms. Kang: On August 24, 2008, we ordered 5 pieces of furniture for the bedroom, study, and restaurant in the Luoyang boutique of the Federal Home Furnishing Building, Runfeng Commercial Building, Luoyang: the desk and the bookcase. , Dining table, bed, wardrobe. Because my family has been renovating, it was not until August 12, 2009 that we extracted a total of 3 pieces of furniture from the study desk, bookcase, and dining table in the restaurant, and paid the full payment. The other 2 pieces of bedroom furniture agreed to pick up the goods after a period of time (advance deposit of 1,000 yuan).
At 10:00 on August 13th, the Luoyang boutique delivered the furniture to the house and began to install it. The installation workers were not very skilled, and they looked at the drawings until 2pm. But at the end of the installation, we inspected and found that there were several serious problems: 1. There is a wooden support on the right side of the computer table, and there is a wooden support that is plugged in. The plug is severely misplaced and there is no paint; 2. The bookcase door is equipped with 8 There are 6 hinges that are not matched. The reserved slot is for small hinges, but the workers hard cover the big hinge directly on the slot, and do not tell us. I want to get through the customs. Finally, because of the cabinet door cabinet The gap between them is too large to cover up; 3. There is a crack in the connection between the side of the bookcase and the panel and frame (before, during the installation process, we have found that a baffle between the two doors broke).
After we found the problem, we felt very angry, and a total of 3 samples were mentioned, both of which had serious problems. So we immediately called the Federal Store to request the return of this batch of goods and to cancel the order for the remaining 2 pieces of furniture in the bedroom. But the store responded that it would let us contact us after the sale. So after the federal sale came to the house, he also admitted the problem we said and proposed a solution: 1. For the word table, the sale said that the right part of the word table was replaced. We are worried that there will be color difference between the new and the old ones, affecting the overall effect. , Moreover, after-sales said that the replacement part will be delivered in two months; 2. For bookcases; the hinge on the door of the bookcase is replaced with a small one, we disagree, they said to try it on the effect, so the small hinge After installing it, the screw hole is connected with the screw hole left when the hinge was originally installed. This is definitely not strong, and we do not agree. At this time, they have to leave the bookcase door prepared in advance from the car (we suspect it is The sample, because there are screw holes on it, but they are repeatedly guaranteed to be new. Take it up and replace the entire bookcase door (because it is not a set of things, there is a color difference, and the screw is not the original one, the color and size are not matched) . Think about the newly bought things, part of the desk has been replaced, and all the bookcases and doors have been replaced. I feel particularly uncomfortable, so I strongly request a return, but after the sale, I have always emphasized their difficulties. We softened our requirements and said , Even if the goods are home, the 2 pieces of furniture in the remaining bedroom cannot be mentioned anyway, because we have lost confidence in the products and installation of the Federation. Questions pile up. There was no objection after the sale, only that the return order had to go to the sales.
Then we called the salesperson of the specialty store and proposed to cancel the order for the bedroom bed and the four-door wardrobe and return our deposit. So on the morning of August 14th, I drove hard for half an hour to the federal store in the city. The salesman said to us a desk lamp and advised us not to return the product. I did not agree and the negotiation failed. In the afternoon, the salesperson called me and said: The boss is in Qingdao and will wait for three or five days to come back to solve it, and emphasized that our order was too early, and both parties should bear the responsibility. I really do n’t understand how such a big brand as the Federation does this, and there are quality problems with the product, what does it have to do with the order time! On August 15th and 16th, we negotiated the matter with the Federal Luoyang Monopoly Sales Staff and after-sale telephone no less than 15 times, but in the end it failed.
Ms. Kang said: Initially, because we believed in the quality of federal furniture, so many pieces of furniture were custom made, but now we are very helpless to the federal, and there are serious problems with product quality and installation. For consumers, is this the way a big brand company should do things? We require: 1. Return the furniture that has been delivered to your home and return the full payment; 2. Refund the remaining 1,000 yuan of the bed and wardrobe in full.
Links to related laws and regulations:
Article 6 of the "Law of the People's Republic of China on the Protection of Consumer Rights and Interests" is the common responsibility of the whole society to protect the legitimate rights and interests of consumers. The state encourages and supports all organizations and individuals to carry out social supervision of acts that damage the legitimate rights and interests of consumers. The mass media should do a good job of safeguarding the legitimate rights and interests of consumers, and supervise public opinion on acts that damage the legitimate rights and interests of consumers. Article 22 The operator shall guarantee the quality, performance, use and validity period of the goods or services it provides under normal use of the goods or receiving services; but consumers have already purchased the goods or received the services Except for knowing that there are defects. Article 23 If an operator provides goods or services, and undertakes repairs, replacements, refunds or other responsibilities in accordance with the provisions of the state or with the consumer, it shall perform in accordance with the provisions or agreements of the state, and shall not deliberately delay or unreasonably refuse .
Article 26 Producers of the Product Quality Law of the People's Republic of China shall be responsible for the quality of the products they produce. The product quality should meet the following requirements: (1) There is no unreasonable danger that endangers the safety of persons and property, and there is a national standard or industry standard that guarantees human health and the safety of person and property, and it should meet the standard; (2) The product is available The performance that should be used, except for the description of the defects in the performance of the product; (3) Comply with the product standards indicated on the product or its packaging, and meet the quality status indicated by the product description, physical sample, etc. .
Guangdong Federal Furniture Group Co., Ltd .: Criticized and guided the lack of after-sales service, and contacted consumers to reach a consensus
It is understood that the Federal Group was established in 1984. It is the earliest private enterprise with leading design, manufacturing and commercial wings, and joint development of domestic and foreign markets. After more than 20 years of efforts, it has created the industry's leading brand and became the Chinese furniture industry. The leading enterprise is known as the evergreen tree for the development of Chinese private enterprises. The federal trademark was recognized as "China's well-known trademark", the federal products were rated as "Chinese famous brand", and the federal enterprises were awarded "National Advanced Group of Light Industry", "Guangdong Province's 30-year benchmark enterprise and meritorious enterprise". It is the vice chairman unit of China Furniture Association, the deputy director unit of the three committees of solid wood, design and science and technology of China Furniture Association. It has Guangdong Furniture Innovation Engineering Technology Research and Development Center and Guangdong Provincial Enterprise Technology Center. The Federal Group adheres to the core concept of "people-oriented, integrity first, pride in creating value" and the enterprise spirit of "continuously surpassing ourselves, teamwork, diligence and pragmatism" to cultivate and forge a unique corporate culture. So as a well-known company, Guangdong Federal Furniture Group Co., Ltd., how to face consumer complaints?
At 14:15 on August 27, 2009, the reporter sent an interview letter to Guangdong Huadong Federal Furniture Group Co., Ltd. to verify the situation reflected by consumer Ms. Kang; on August 28, 2009, the reporter received Guangdong Federal Furniture Group Limited Reply from the company.
After receiving the letter, our company attaches great importance to it! The answers to the questions raised are as follows:
1. The consumer complaint this time was caused by the misplacement of the wooden stand and the inadequate installation of the bookcase during the logistics transportation. We received the letter and immediately found out the reasons, and ordered the logistics company to make rectification; at the same time, we will also By analogy, we will systematically rectify how to guarantee the logistics quality and arrival quality of goods.
2. The Federation is a very responsible enterprise. We have paid great attention to the legitimate rights and interests of consumers for more than 20 years! We operate in good faith, with a comprehensive service system all over the country, standardized and strict management to protect the interests of end customers, and a full range of personalized services, making the Federation not only a provider of home products, but also a thoughtful and meticulous service provider. The Federation has also set up a national unified customer service hotline and supervision telephone on the website and product manuals. The huge customer service center of the Federal Headquarters accepts and handles customer complaints 24 hours and monitors the service quality and satisfaction of distribution outlets to ensure that consumers ’legal rights Effectively guarantee and maintain the image of famous brands.
3. For unsold products, the Federation has established a well-operated ISO9000 quality assurance system and adheres to the principle of "operating with standard processes and speaking with correct data" for comprehensive quality management. The federal physical quality assessment standards are set based on "customer expectations" and "above industry standards", and the corporate implementation standards meet and exceed the requirements of national standards or industry standards, so that the product quality level is ahead of domestic counterparts. The federal products have completely passed the spot checks of technical supervision departments at all levels, passed the China Quality Inspection Union environmental protection product certification, and won the "National Quality Trustworthy Product", "Guangdong High Quality Product", "Foshan Quality Excellent Enterprise", "South China Sea Quality Trustworthy Unit" and other honors. In September 2006, the first batch of federal products was rated as "China Famous Brand" in the furniture industry, and the federal trademark was rated as "China Famous Brand". In order to ensure the monitoring and implementation of various indicators, the Federal Group has owned its own furniture testing laboratory very early, and obtained the laboratory accreditation certificate issued by the China National Accreditation Service for Conformity Assessment (CNAS), becoming the only domestic furniture company. The quality of our products is guaranteed by the company that has won this award. There are no complaints about unsold products.
4. For this complaint, after receiving your letter, our customer service center first learned about the situation of Luoyang after-sales service department, and criticized and guided the lack of service, and immediately contacted the customer directly. Good communication reached the following consensus: 1. Re-order a book table and replace the four door panels of the bookcase; 2. For the custom-made products that customers do not want, return them immediately and refund the 1,000 yuan deposit.
On September 1, 2009, the reporter checked the situation with the consumer Ms. Kang in response to the content of Guangdong Federal Furniture Group Co., Ltd. Ms. Kang said: Guangdong Federal Furniture Group Co., Ltd. has contacted her by phone, and the preliminary agreement is the same as above, and is satisfied with the company's processing results.
