Mobile online repair save trick: no guarantees on quality and accessories was "tampered"-cell phone repair, O2O-IT information

Capital under the hot line phone after-sales maintenance pain point generates a lot of cell phone repair O2O. Last year, mobile home repair O2O sprung. Reporter recently found that, although the shoulder "low maintenance" banner, but maintenance of long waiting times, quality guarantee, more and more bad, but become common consumers back into cell phone repair "the tiger's den". O2O closures began last year by hot money touted mobile O2O has received maintenance potential of the gongs and drums. Cell phone repair O2O will pan?

Say "Flash"

At present, Flash man, geek, Hi maintenance cut into the home repair, home appliance platform such as Butler field. Although the platform promises fast quality door-to-door service, but many consumers reflected to reporters, Flash the promise of cash.

Consumers in January this year, the Wang appointment Flash iPhone6 Plus the back cover maintenance, order maintenance engineers told the back cover stock have to wait a few days. After arriving, engineers agreed with Mr King after Friday's repairs fail, did not come until next Monday for maintenance services.

More than several official website offering information, consumers by telephone, website, Mobile App, and the app submission, including maintenance of the public order, assigned system engineer, direct communication with consumers by the engineer maintenance time and place, and to provide services. But more maintenance platform of the official customer service told reporters, because engineers order larger amounts of maintenance generally lagged.

Reporters then call Flash repair Batman's maintenance engineer, he says, if they need repair parts in stock and maintenance personnel in on-site repair within a few days. Once the stock, consumers have to wait for parts to repair after the arrival .

Flash official figures show that currently team has hundreds of engineers, daily average volume of about 300-400. Flash engineer told reporters that now Flash Engineer daily order larger amounts of daily 7-8 about every single time to repair for almost two hours.

How to rest assured

Consumers Mr WONG did not expect, for back cover for "bad" locker keys and camera.

Mr Wang in the replacement back cover for 3 months, no rebound phenomenon in a phone lock screen button. Subsequently, the phone outside the protective shell of the main camera off, led inside the camera into ash, cameras are affected. Industry insiders said, more like the back cover may indeed be caused by fault of the camera and press the key.

And for repairing mobile Flash Engineer communications, engineer Wang appointment power button repair orders, and stated that no rebound is "natural phenomena, may be the key is broken, need to replace the key." Meanwhile, engineers say, primary camera-free warranty, only for maintenance.

A consumer who declined to be named told reporters that after a phone replacement screen, new screens without external force cracked, the receiver noise occurs, after the third maintenance phone "voice". The consumer says, has been back and forth several times to buy Flash repair home maintenance services, results are not satisfactory.

Reporters found, whether it is a home repair or send platform, offer a 6-month warranty, however, only the original maintenance for non-human factors point of failure. In other words, for maintenance and other functions of the phone malfunctions and damage caused by improper use, maintenance platforms are not liable. In this regard, full stack engineers suggested Mr Law, not those who carry out maintenance or upgrade. Consumer modification phone is understandable, but Apple and other mobile phone manufacturers have reason to stop all related services including software.

Apple customer service, told reporters that once any non-Apple repair station maintenance landscaping operations, upgrade, or replace the back cover, is considered unauthorized disassemble, equipment no longer enjoy Apple's warranty or repair service. Upgrade memory consumers without permission, may not be able to upgrade to the latest operating system. The customer service suggested that even if the phone is out of warranty, it is better to repair services offered by Apple. Samsung's official customer service also said that after third-party repair of mobile phones, officials will deny warranty or maintenance.

Where the original

Even more bewildering is not just a consumer finds, after maintenance engineer, mobile phones original accessories have been "stealthily" or "recycled".

After Mr Wang mobile phone rear cover is replaced, Flash engineers to recycle their original back cover. One consumer sent by other platforms for screen, after officials detected after the sale, the original cover was replaced with the GPS, location cannot be used. According to Wei Feng network share experiences showed that after mailing change charging IC, originally had visible marks bump the original Exchange engineer for good edges. However, the original accessories are not refundable to the consumer, the platform has no explanation for this.

Reporter please call Hi repair, Flash the official customer service were told, hold in the context of recovery. Replacement screens, the Assembly needs to be replaced, replaced with screens inside and outside, if the consumer cell phone external screen is damaged, hold good, pay the outside screen cost replace screen, maintenance platforms on screen in the original mobile phone for recycling. If consumers are unwilling to hand over the screen, you will need to pay to Flash for screen. IPhone 6 plus, for example, mobile phone screen price 399 Yuan, hold prices up to 792 million.

For multiple platform after replacing bright project, the original back cover will also be recycled. Display Flash website, Flash cell phone color reversible shell service, if users want to change back to the original cell phone cover, pays 150 Yuan labor costs to repair Flash engineers, and phone a different color covers hardware only used service providing OEM quality parts.

Reporters found that, although the official website FAQ page replaced the back cover is not recovered, but their official customer service says, in actual replacement procedure, engineers will be recycled on the original back cover. However, the rear cover recycling of the concrete purposes, the customer said "don't know".

Flash repair operations director Liu Yang said in an interview, flashing on the screen and rear cover collection is legal, back cover very low commercial value, recycling engineer operation is monitored. In addition, specific purpose cannot be told.

Which are authentic spare parts

The past ten years, non-genuine parts for repairing mobile consumers throat. Today, the fish probably remained.

Cell phone repair O2O parts come from?

According to the official service introduced, geek, Flash, appliance repair Butler and send platform Superfix parts labeled "original quality"; send Hi maintenance, repair parts Zealer fix mobile platforms as "original quality".

However, when asked whether original, original quality equivalent to the original Apple parts, the part of the platform's service faltered to say, "the situation is sensitive, you cannot use the ' original ', but you can use the ' original '".

Superfix and Zealerfix platform for "original quality" and "original quality" interpretation is "refers to the parts of the manufacturing process, materials, structural quality equivalent to the original, non-Apple related authority." Hi maintenance of "original quality" interpreted as "without official authorization and could not provide official certification for your accessories, only with reference to the original quality testing of accessories. For quality management needs and accessories may not be new, but no significant difference in quality with new accessories ".

Flash founder Wang Yuan said earlier that platform in the industry chain resources will ensure the quality of materials, which is based on his work in the Hangzhou buynow repair iPhone's accumulation of four or five years. Liu told reporters, Flash must be provided to customers of the original screen, but the vendor name is unable to provide, is a commercial secret. "Certainly is that parts are quality assured. ”

A cell phone repair professionals who declined to be named said that genuine parts is the official accessories and Apple with a factory but not Apple certified accessories. Another practitioner, accessories purchase from Apple parts factory, uncensored unmarked, need to code .

New players rushing into the market at the same time, some of the older players have gradually disappeared. Since April this year, Tencent Superfix mail platform is no longer provides official 400 phones and QQ after the sale, the official website only email for contact. Consumer feedback, email them without any feedback.

In this regard, the industry believes, cell phone repair O2O repair aftermarket harsh conditions, levels of maintenance personnel, spare parts stock is not open and transparent, still unable to form a standardized system, impacting the consumer experience, industry, still needs to be improved. Compared to the lack of choice "security" of third party platforms, consumers prefer more money to an official authorized repair station for repair. Consumer repair pattern is unlikely to change in time, to realize mobile phone repair O2O still needs time to verify.

手机网上维修存猫腻：质量无保障，配件遭“偷换” - 手机维修,O2O - IT资讯

资本热和线下手机售后维修痛点催生出大量手机维修O2O。去年起，手机上门维修O2O如雨后春笋般涌现。记者近日调查发现，虽然肩扛“低价快速维修”的大旗，但维修等候时间长、质量无保障、越修越坏等却成为行业通病，使消费者再次陷入手机维修的“虎穴龙潭”中。去年开始的O2O倒闭潮也让靠热钱吹捧起来的手机维修O2O大有收锣罢鼓之势。手机维修O2O真的会昙花一现吗？

说好的“闪修”呢

目前，已有闪修侠、极客修、Hi维修、家电管家等平台切入上门维修领域。虽然几家平台均承诺提供极速优质上门服务，但多位消费者向记者反映，闪修承诺难以兑现。

消费者王先生曾于今年1月预约闪修侠进行iPhone6 Plus的后盖维修，下单后维修工程师告知后盖无货需等待数天。到货后，工程师与王先生约定周五维修后爽约，直至下个周一才上门进行维修服务。

以上几家官方网站提供的信息显示，消费者通过电话、官网、手机App、微信公众号等途径提交维修订单后，系统指派工程师，由工程师与消费者直接沟通维修的时间和地点，并进行上门服务。但多个维修平台的官方客服告诉记者，由于工程师接单量较大，维修一般会出现滞后。

记者随后致电闪修侠的维修工程师，他表示，如果需要维修的零件有现货，维修人员可于几天内上门维修。一旦缺货，消费者只能等待零件到货后才能进行维修。

闪修侠官方提供的数据显示，目前团队共有近百名工程师，日均单量在300-400台左右。闪修侠一位工程师告诉记者，现在闪修侠工程师每日接单量较大，日均7-8单左右，每单维修时间将近两小时。

怎么放心修

消费者王先生没想到，换后盖换“坏”了锁屏键和摄像头。

王先生在更换了后盖3个月内，手机锁屏键出现了无回弹的现象。随后，手机主摄像头的外保护壳脱落，导致摄像头内部进灰，照相功能受到影响。业内人士表示，更欢后盖的确可能造成摄像头和相关按键的故障。

在与为其维修手机的闪修侠工程师沟通后，工程师要求王先生再预约电源按键的维修订单，并表示，无回弹是“自然现象，可能是按键坏了，需要更换按键”。同时，工程师表示，主摄像头无保修，只能进行维修。

一位不愿具名的消费者告诉记者，手机更换屏幕后，新屏幕无外力作用下碎裂，听筒出现杂音，第三次维修后手机“失声”。该消费者表示，前前后后已多次购买闪修侠的上门维修服务，效果均不尽如人意。

记者调查发现，无论是上门维修还是寄修平台，基本都提供6个月保修服务，不过，仅针对非人为因素造成的原维修点故障。也就是说，因维修手机造成的其他功能故障和因使用不当造成的损害，维修平台均不承担责任。对此，全栈工程师罗先生建议，不要私自进行维修、升级。消费者改造手机虽无可厚非，但苹果等手机厂家有理由因此停止包括软件层面的所有相关服务。

苹果官方客服告诉记者，一旦在非苹果维修站进行任何维修、升级内存或更换后盖的美化操作，都被视为私自拆机，设备不再享受苹果的保修或维修服务。私自升级内存的消费者，有可能将无法升级至最新操作系统。该客服建议，即使手机已过保修期，也最好仍由苹果官方提供维修服务。三星官方客服亦表示，经过第三方维修拆机的手机，官方将拒绝保修或维修。

原件去哪儿了

更令人匪夷所思的是，不只一位消费者发现，工程师进行维修后，手机的原配件遭“偷换”或被“回收”。

王先生在更换手机后盖后，闪修侠的工程师对其原装后盖进行了回收。一位消费者通过其他平台寄修换屏，后经官方售后检测发现，带有GPS的原装后盖遭替换，无法使用定位功能。而根据一位威锋网网友分享的经历显示，寄修更换充电IC后，原本有明显磕碰痕迹的原装边框被工程师换为完好边框。但是，原配件未退还给消费者，平台对此也无解释。

记者分别致电Hi维修、闪修侠官方客服后被告知，内屏在回收范围内。更换屏幕时，需要更换总成，内外屏一起更换，如果消费者手机外屏损坏，内屏完好，缴纳外屏的费用即可更换内外屏，维修平台对手机原装内屏进行回收。如果消费者不愿交出内屏，则需要缴纳内屏的费用给闪修侠。以iPhone 6 plus为例，手机外屏的价格为399元，内屏价格高达792元。

而对于多平台推出的更换炫彩后盖项目，原装后盖也将被回收。闪修侠官网显示，闪修侠手机换彩壳服务具有可逆性，假如用户想换回原来的手机后盖，需支付150元人工费给闪修侠工程师，同时手机换彩壳服务使用的硬件仅提供原厂品质配件。

记者发现，虽在官网问答页面显示换下的后盖不予回收，但其官方客服表示，实际更换过程中，工程师将对原后盖回收。不过，后盖回收后的具体用途，该客服表示“不清楚”。

闪修侠运营总监刘洋在接受记者采访时表示，闪修侠对内屏和后盖的回收是合法的，后盖商业价值极低，回收是对工程师操作进行监控。此外，具体用途无法告知。

谁是正宗零配件

过去十年间，非正品配件曾让维修手机的消费者如鲠在喉。如今，鱼刺恐怕依旧存在。

手机维修O2O提供的零配件从何而来？

根据官方客服介绍，极客修、闪修侠、家电管家和寄修平台Superfix的零配件标榜为“原厂品质”；Hi维修、寄修手机平台Zealer fix的零配件标榜为“原装品质”。

不过，当被询问原厂、原装品质是否等同于苹果原装零件时，部分平台的客服支支吾吾地表示，“这个情况比较敏感，不能使用‘原装’字眼，但可以使用‘原装品质’”。

Superfix和Zealerfix平台对“原装品质”和“原厂品质”的解释均为“指配件的制造工艺、材料等结构上的品质等同原装，非指苹果官方的相关授权证明”。Hi维修对“原装品质”的解释则为“由于没有官方授权，无法为您提供官方认证配件，只提供参照原装品质进行检测的配件。出于品质管理需要，配件可能不是全新，但使用品质与全新配件无显著差异”。

闪修侠创始人王源此前表示，平台在产业链方面的资源会保证物料的质量，这些是基于他在杭州百脑汇电脑城四、五年维修iPhone的积累。刘洋则向记者透露，闪修侠为客户提供的一定是原厂屏，但供应商名称无法提供，属于商业机密。“可以肯定的是，零件均有质量保证。”

一位不愿具名的手机维修从业者表示，原厂配件是指和苹果官方配件同一个工厂生产的但不经过苹果认证的配件。另一位从业者表示，配件从苹果官方配件厂进货，无码无标识，需要自行打码。

在新玩家争先恐后杀入市场的同时，部分老玩家已逐渐销声匿迹。今年4月起，腾讯Superfix寄修平台已不再提供官方400电话及售后QQ，官网仅剩客服邮箱供联络。有消费者反馈，发邮件如石沉大海，没任何信息反馈。

对此，业内人士认为，手机维修O2O维修售后条件苛刻，维修人员水平参差不齐，零配件进货渠道不能公开透明，仍未能形成标准化体系，影响消费者体验，对行业来讲，仍需要改进。相比于选择缺乏“安全感”的第三方平台，消费者仍偏爱多加点钱去官方认可的维修站进行维修。消费者的维修模式一时间恐怕难以改变，要真正实现手机维修O2O普及还需要时间的验证。