A considerable part of home improvement complaints is a problem that arises after the consumer has stayed in, which involves the after-sales service of home improvement. This is also the aspect that is most easily overlooked by consumers in home improvement projects. Once consumers actually encounter home-installation and post-sale problems, the interests of consumers will be difficult to guarantee.
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After-sales service into complaints new focus
Recently learned from the relevant survey of the Provincial Consumers Association, a large part of the complaints in home furnishings is the problem after the receipt of the house. Mr. Jiang, a senior practitioner of the home improvement industry, said that the pre-sales problem was due to the quality of home improvement, and many quality issues, such as the quality of the environment after renovation, the quality of construction, etc., were not easily revealed during the construction process. .
Mr. Liu’s new house in the provincial capital was completed in early 2009. After a few months of air-conditioning, he recently moved to his new home at the end of June. At the time of signing a contract with a home improvement company, he asked the other party to specify the warranty period of the project in the contract due to concerns about quality problems after the renovation. However, after staying in his new home, Mr. Liu discovered a series of problems. First of all, some of the reformed walls showed different degrees of cracks, followed by poor water drainage at home. After many contacts, the decoration company sent people to the door for repairs, the drainage pipe was repaired, and the mirror tiles of the bathroom had a number of quality problems. Mr. Liu once again found the decoration company. Although the other side admitted that there was a problem with the quality of the project, he also promised to send someone to repair it immediately, but the repair workers would not come. Finally, they shirked responsibility with various reasons. Mr. Liu told reporters angrily that he is preparing to resolve this issue through judicial procedures.
Wang Jun, the complaints department of the Provincial Consumers Association, said in an interview that despite the fact that the provincial home improvement market has been greatly improved compared to previous years, there are still many problems and new complaints are emerging. Judging from the complaints received by the Provincial Consumers Association in the near future, the decoration problems that have occurred after the completion of the home improvement and the consumers have become the new focus issue of the home improvement complaints. Most consumers did not care about the terms of after-sales service when signing a home improvement contract. They did not regret it until they had a problem. After consultation with the decoration company failed to resolve it, it had to lodge a complaint to the Consumers Association. Some decoration companies thought that the contract had been fulfilled and no longer took any responsibility. There were also some decoration companies that promised a one-year warranty but repeatedly shirked during the warranty process. Fooled with the matter; more decoration companies and engineering teams push each other, no one cares, and ultimately lose the consumer.
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Need to introduce after-sales service standards
“The problem of home improvement and after-sales service is constant, and apart from the fact that some home improvement companies have not fulfilled their responsibilities, the ability of consumers to distinguish is also very important.†Wang Jun said, “Now in the home improvement market in our province, the home improvement companies are uneven, home improvement “guerrillas. "With home improvement companies contending for market share, some formal renovation companies have been forced to abandon part of their profits and the "guerrillas" have competed for the market, the cost has been reduced, and the level of after-sales service is bound to decline. On the other hand, some consumers are greedy for cheap, When signing a contract, they are eagerly pursuing low-cost budgets, and often only pay attention to pre-construction and neglect the importance of late-stage services."
For these problems in the after-sales service of home improvement, Wu Guangxing, secretary general of the Nanchang Decoration Industry Association, said that the home improvement market is a market in which all links need to be subject to regulatory standards, but at present, in some areas, the country lacks a more general specification. Sexual standards, if any, are also the company's own standards. Therefore, it can be said that the current home improvement industry lacks industry standards and also lacks a home improvement service specification similar to the "three guarantees" stipulated in the home appliance industry.
In the positive sense, the Nanchang Decoration Industry Association, in conjunction with the actual situation in Nanchang, has formulated a more standard demonstration model for residential decoration construction contracts. At the same time, it has convened some home improvement companies with good reputation and seniority in Nanchang to sign the self-discipline of the home decoration industry in Nanchang. The Convention is intended to regulate the home improvement market in Nanchang.
However, professional analysts believe that despite the adoption of many measures, or even the introduction of third-party supervision companies to check the housing, the home improvement industry is different from other industries. It only uses the end of the market, that is, the consumer, to complete the use cycle, such as 3 The months, months or a year's market run-in will complete the market's terminal inspection. This is the essence of our country’s urgent need to establish home improvement service standards. Only the introduction of home improvement service standards as soon as possible, can achieve a tripartite win-win - home improvement companies have standards to follow, consumers have the sword of self-protection, rights protection agencies have a measure of the scale of the ruling.
Tips
According to the "Administrative Measures for Interior Decoration of Residential Houses" promulgated by the Ministry of Construction, it is stipulated that after completion of a residential interior decoration project, the fitter shall carry out inspection and acceptance in accordance with the engineering design contract and corresponding quality standards. After acceptance, the decoration and decoration company shall issue a quality certificate for residential interior decoration. At the same time, the realty management unit shall conduct on-site inspections in accordance with the decoration and decoration management service agreement, and shall, in violation of laws, regulations, and decoration and decoration management service agreements, require the fitters and decoration and decoration enterprises to correct and archive the inspection records. After the completion of the project, if the decoration and decoration enterprise is responsible for purchasing decoration materials and equipment, it shall submit the specification, warranty and environmental protection instructions to the owner.
In addition, under the normal conditions of use, the minimum warranty period for residential interior decoration works is two years, and there is a five-year leak prevention requirement for kitchens, bathrooms, and external walls that have waterproof requirements. The warranty period starts from the date of acceptance of the residential interior decoration project.
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