Cell phones are "private split", goes the warranty? -Cell phone repair, warranty, 315 parties-IT information

If your phone is in "three guarantees" period fails, how to properly safeguard their legitimate rights and interests? Mr Ma said a few days ago, his iPhone6 is just more than a month there body heat Burns, unable to picture failure, when he designated maintenance repair mobile phones, and they inadvertently strayed into a non-designated repair, cell phones are the "after". He then transferred to the designated repair maintenance, the result was "private split" to refuse repair, leading to a string of troubles.

Non-Apple authorized service point openly with their "Apple repair"

In counsel's view, non-designated repair rushed over right to disassemble, violating the consumer originally enjoyed by the "three packs of" lawful rights and interests of owners can claim the corresponding direct and indirect losses. But in the process, computer itself has some faults. Industry veterans say, in this case, specify repair phone repair at reasonable prices can be, because providing after-sale repair services is the most basic responsibility one of the operators.

Cell phone repair in mind

Voted at the wrong gate repair phone repair worse

Smartphones now brings users various communication facilities, happy to spend time at the same time, its various after-sales maintenance "entangled" consumers often the slightest mistake will lead to trouble.

"Last May, for operational requirements, the units for the staff assigned to buy iPhone6, I was secretly happy for a while. "Mr Ma said. Unexpectedly arrived in early July, a problem with the phone is capable of normal switches and phone calls, but the fuselage started to get some heat, even hot, and the situation got worse. Fully charged, only one morning, SLES, and camera are also not open properly.

IPhone cell phone problems encountered for the first time his view the paper distribution of theiPhone6 information, failed to find information about the authorized service provider. Eventually through Web searches, his queries to the iPhone mobile phone authorized service providers in Dongguan city in South China Kai-Plaza.

He then proceeded to repair phones, didn't think waiting for him was a bunch of trouble.

He took the elevator from the HomeKey Plaza, 12/f, Tower a, out of the elevator, turn to the left, we see a "phone service". Its taped to the wall of the reception room are striking "Apple repair service" and a built-in maintenance tools of Apple. A receptionist in black face calmly motioned him to the inner Chamber, Chamber, with couches and chairs, during which time customers come to repair mobile phones from time to time.

A staff surnamed Liu said, such faults are generally phone wet, you need to check. Inside the small room testing, later told Mr MA phone is damp, and need to replace a chip, the cost is 650 Yuan . Tests after the current operation, mobile phone failure still, also known as the phone back to factory testing, if they meet the conditions for the new, fees are 2298, the time required is about half a month. Repair acceptance form issued by the stamp it as "Dongguan culvert of communication technology".

Horse waiting after 10 days, they informed him: cell phones do not meet the conditions, could not be replaced with new machines. For specific reasons, not why other road. He started to feel wrong, then query and call Apple technical support hotline .

After information about the operator informed Mr MA phone is still in the "three guarantees" period, and asked Mr MA before repairing mobile service's address and house number. Learned that service points of house number for 1208th, Hou, operator told horse Mr voted wrong has door, said 1215th, is Apple authorized of specified maintenance points, but on horse Mr proposed of why 1208th, also using Apple identifies, problem, operator is not to answered, and said "yiqian no received had similar of reflect and complaints", recommends horse Mr will phone sent to 1215th, China reputation dimension Cheng maintenance processing.

In the 1208th "Dongguan culvert of communications technology," Mr MA asked the clerk why "fake" Apple specifies the maintenance staff avoiding answers, saying only that he returned to service acceptance form will be able to take the phone. But this time, Mr MA phone is not charging and power on the system.

For compensation, the other side says "do you have problems to repair is not a phone." Annoyed, while Mr MA blurted out "shops", two shop assistants suddenly turned, stalking even waving his fists, claiming that "should not affect business."

Later, a middle-aged man attitude softened, approached Mr MA, whispered, "do not say that we have taken in the past, this does not affect your warranty. ”

Two phones are "private split" is no longer under warranty

And Apple technical support hotline operator told Mr MA's 1215th Apple repair point is specified, in the 1208th diagonally opposite.

1215th, as Apple's designated service point and the door doesn't stand out, the door can be seen on the wall of authorized service providers. Mr MA asked why not the elevator as a clear sign, Huayu Weicheng said tubes do not allow us to post freely, but "they have a business license."

Huayu-d open inspection of maintenance personnel claimed that Mr MA phone is still in the "three guarantees" period, and no signs of moisture, said after the inspection if the identified quality issues can be replaced with new machines.

And when a horse to get the phone, Huayu Weicheng told the phone staff were not covered by the warranty, because mobile phones have been "private split." In later telephone communication with Apple technical support hotline, said men's Technical Director, in accordance with the provisions of the Apple, mobile phone once the "private split" should not be enjoyed after-sale warranty, "refuses to accuse."

Lawyer:

More than maintenance of the right to recover losses

Cell phones are "private split", a City Council, former General Secretary Deng Guoping said, holding banner that maintenance points even if Apple repair service repairing mobile credentials, but without Apple's authorization, registration would not have "iPhone repair" this one. Because even made Apple authorized maintenance points are required to consumer publicity authorization.

In this case, non-Apple authorized repair and Apple authorized service points "next to" save, essentially unfair competition, and common sense, Apple authorized service point should not acquiesce in such cases. Experience this kind of situation, Apple authorized service point and consumers are entitled to and should complain to the business sector and reflect the situation, so as to better protect their rights and interests.

"Two adjacent, really easy to mislead consumers. "Continent of Guangdong lawyer Chen said. In accordance with the "three guarantees" provisions, is still in the "three guarantees" period of goods without authorization by the manufacturer qualified shops can't repair, maintenance goods because the consumers are not required to pay any fee. In this event the non-Apple authorized service point rush over right to disassemble, violating the legitimate rights and interests of consumers, mobile phone to warranty. "To which party can claim phone direct losses and the resulting rates and other indirect losses. "Chen says," of course, in the process, consumers have some fault, no identification of the other party without proper authorization. ”

Deng Guoping recommended that consumers keep invoices and maintenance form evidence cases, consultation with business compensation. If negotiations fail, you may make a complaint to the Consumer Council and the competent departments or apply for arbitration. If there is no demand, you can go the legal way.

"Repair" and "warranty"

Many consumer goods "warranty period" and "warranty" do not get too understand .

"Repair" means "three packs of products" repairs, replacement or return of the period of validity, generally for one year. During the period of the manufacturers maintenance product quality problem for the consumer, including maintenance, fees and materials fees shall not be charged a fee, this is a mandatory requirement of the protection of the legitimate interests of consumers and the quality of goods.

"Warranty" is the manufacturer according to the nature and value of its own product maintenance periods of different lengths, repair parts can be charged to cost of goods within the time limit, but not charge maintenance fees. "Warranty period", consumers will pay special attention to the exclusions.

If your phone is in "repair" quality problems arise, you must go to factory authorized "three guarantees" service maintenance, General authorized service point striking marked "authorized". Must not be in unauthorized repair boot repair, otherwise it will result in termination of warranty. While consumers want to keep maintenance records and accepting vouchers, best to ask when state phone repaired is intact, keep evidence for future rights.

"If the repair is not authorized qualification, no request for invoice, warranty certificate, consumers should be on the alert and careful handling. "Zou Jie, Deputy Secretary General of the Consumer Council, but also to remind.

手机被“私拆”，保修就泡汤？ - 手机维修,保修,315晚会 - IT资讯

若你的手机在“三包”期内出现故障，该怎样处理才能恰到好处地维护自身的合法权益呢？马先生日前报料称，他的iPhone6手机使用仅一个多月便出现机身发热发烫、无法拍照等故障，他在前往指定维修点修手机时，又不慎误入一家非指定维修点，手机被其“过了一手”。他随后转去指定维修点维修，结果被以“私拆”为由拒绝包修，从而引来一串烦心事。

非苹果公司授权维修点大大方方地挂着“苹果维修”字样

律师认为，非指定维修点贸然逾权拆机，侵犯了消费者原本该享有的“三包”合法权益，机主可向其索赔相应的直接和间接损失。不过在此过程中，机主自身也有一定过错。业内资深人士认为，在这一事件中，指定维修点可以对手机进行合理的收费修理，因为提供售后修理服务是经营者最基本的责任之一。

手机维修记

一修投错门手机越修越坏

如今智能手机在带给用户诸多沟通便利、快乐消磨时光的同时，其售后维修方面的诸种“剪不断、理还乱”往往令消费者稍有不慎便惹来一身烦恼。

“去年5月底，出于工作需要，单位为员工配购了iPhone6，我心里还暗自高兴了一阵子。”据马先生称。没想到刚到7月初，手机便出了问题，虽能正常开关机和接打电话，但机身开始变得有些发热甚至发烫，而且情况越来越厉害。充满电，仅用了一上午，电就耗光了，拍照功能也基本无法正常开启。

首次遇到iPhone手机问题的他，查看随机配送的纸质《iPhone6信息》，并未找到有关的授权服务商信息。最终经由网络搜索，他查询到iPhone手机在东莞城区的授权服务商位于南城华凯广场A座。

他于是前往维修手机，没想到等待他的是一串麻烦。

他乘电梯上至华凯广场A座12楼，一出电梯口，往左一拐，便看到一家“苹果手机服务点”。其接待室的墙上贴有醒目的“苹果维修服务”字样以及内嵌维修工具的苹果标识。一身黑衣的接待人员表情平静地示意他进入内室，内室更大，还放有沙发和坐椅，其间不时有客户前来送修手机。

一名刘姓工作人员称，出现上述故障一般是手机受潮了，需要检测一下。其去里面的小房间检测，出来后告诉马先生手机的确受潮了，需更换一块芯片，费用是650元。测试电流等一番操作后，手机故障依旧，其又称手机要返厂检测，若符合条件则可换新，费用是2298元，所需时间是半个月左右。其所出具的维修受理单上面盖章为“东莞之涵通讯科技”。

马先生苦等10来天后，对方通知他：手机不符合检测条件，无法更换新机。对于具体的原因，对方道不出所以然。马先生开始感觉情况不大对劲，于是查询到并拨打了苹果技术支持热线。

接线员在查询相关信息后告知马先生的手机尚在“三包”期内，并问了马先生之前维修手机的服务点所处的地址与门牌号码。得知服务点的门牌号码为1208号后，接线员告知马先生投错了门，称1215号才是苹果授权的指定维修点，但就马先生提出的为何1208号也使用苹果标识等问题，接线员则未予回答，并表示“以前没有收到过类似的反映与投诉”，建议马先生将手机送至1215号华誉维诚维修处理。

在1208号“东莞之涵通讯科技”，马先生质问店员为何“冒充”苹果指定维修点，店员避答，只说马先生交回维修受理单便可拿走手机。然而此时，马先生的手机已无法充电与开机。

而对于赔偿事宜，对方表示“你不是手机有问题才来送修吗”。气恼之余，马先生脱口而出“黑店”，两名店员顿时翻脸，甚至挥动拳头相胁，声称“不要影响做生意”。

稍后，一名中年男子态度有所缓和，走近马先生，小声说：“拿过去不要说在我们这里修过，这样不会影响保修。”

二修手机被“私拆”不再保修

而苹果技术支持热线接线员告知马先生的1215号苹果指定维修点，就处于1208号的斜对面。

1215号作为苹果指定的维修点，门面倒不怎么显眼，进门后才能看到墙上的授权服务商字样。马先生问为何不在电梯口作明显标志，华誉维诚工作人员称物管不让随便贴标志，而且“人家也有营业执照”。

华誉维诚的维修人员开盖检查后称马先生的手机尚在“三包”期内，并无受潮迹象，表示送检后若确定属于质量问题可更换新机。

而待马先生去取手机时，华誉维诚人员却告知该手机不能享受保修服务了，因为手机有被“私拆”。在后来与苹果技术支持热线的电话沟通中，一男性技术主管称，按照苹果公司的规定，手机一旦“私拆”便不能享受售后保修，“不服可以去告”。

律师：

可向逾权维修者追讨损失

就手机被“私拆”一事，市消委会原秘书长邓国平表示，打着苹果维修服务旗号的那家维修点即便有维修手机的资质，但并没有取得苹果公司的授权，注册方面也不会有“苹果手机维修”这一项。因为即便是取得了苹果公司的授权，维修点也需要向消费者公示授权书。

在这一事件中，非苹果公司授权维修点和苹果公司授权维修点“相邻”而存，基本上属于不公平竞争，而且按常理，苹果公司授权维修点也不应该默许这样的情况存在。遇到此类情况，苹果公司授权维修点和消费者都有权、也应该向工商部门及时投诉与反映情况，从而更好地维护自身权益。

“两家相邻，确实容易误导消费者。”广东大洲律师事务所律师陈勇认为。按照“三包”的有关规定，对于尚在“三包”期内的商品，没有获得厂商授权资质的店家是不能维修的，因为此时消费者维修商品均不需支付任何费用。而此事件中的那家非苹果公司授权维修点贸然逾权拆机，侵犯了消费者的合法权益，致使手机难以保修。“当事人可以向其索赔手机的直接损失以及由此带来的话费等间接损失。”陈勇表示，“当然，这个过程中，消费者自身也有一定过错，没有查验对方有无获得相应授权。”

邓国平建议消费者在保留好发票单和维修单等证据的情况下，与商家协商赔偿事宜。如协商不成，则可向消委会和主管部门投诉或是申请仲裁。若以上都达不成诉求，则可走法律途径。

“包修期”和“保修期”

不少消费者对商品的“包修期”和“保修期”并不是弄得到太明白。

“包修期”是指“三包商品”的修理、更换、退货的有效期，一般为一年。在其有效期内，厂商为消费者维修商品质量问题，包括维修费和材料费在内，不得收取任何费用，这是国家保护消费者合法权益和商品质量的一种强制性规定。

“保修期”则是厂家根据产品性质和价值自行作出的长短不同的商品维修期，期限内维修商品可以收取零件成本费，但不能收取维修费用。对于“保修期”，消费者要特别注意其中的免责条款。

如果你的手机在“包修期”内出现质量问题，则一定要去厂家授权的“三包”服务点维修，一般授权服务点都会醒目标示“授权”字样。绝不能在未获授权的维修点开机维修，否则将会导致保修终止。同时消费者要保留好每次的维修记录和受理凭证，送修时最好要求对方写明手机状态是不是完好，以为日后维权保留好证据。

“如果维修点没有授权资质，又没有要求提供发票、包修凭证等，消费者就应有所警觉并谨慎处理。”市消委会副秘书长邹杰亦如是提醒。