Siemens after-sale repair 300 to change the motherboard, people spend 5 cents change the fuse fix-after sales, repair-IT information
"Spend 5 cents for a fuse on the line, why maintenance workers want to change the entire motherboard I paid 300 dollars? "Reporters, Yang expressed his company after-sale repair puzzling. Reporters in recent days found that Mr Yang of this encounter, may be just what the whole appliance maintenance like a microcosm of the aftermarket.
After Siemens disinfector is broken ... ...
Maintenance staff said after checking the motherboard is damaged
Replacement charges 300 yuan
Recently, the sterilizer manufactured by Siemens in the Nanjing Mr's home was broken, while home switch jump off. Accordingly, Mr Yang speculated about sterilizer bulb caused by short circuit fault in, so he had written on the warranty card, call the national hotline, Siemens AG, booking a home repair service.
Two days later, the maintenance staff came to Mr Yang, without further ADO, disinfection Cabinet directly opened for inspection. Yang recalled, when maintenance personnel dismantling process very quickly, this period did not have talked to him.
But confidence in the Siemens company specializing in the sale, Mr Yang the whole process didn't stare. Cleared, workers removed the disinfector Board, told Yang the motherboard is damaged and needs to be replaced, then have to pay a fee of 300 yuan.
People try changing the fuse
Maintenance workers refused, saying no in this business
Face dismantling after each other's "Board is broken" judgment, Mr Yang has problems. Because of his electrical appliance or a little research, he took the after-sales personnel by Siemens to remove the motherboard carefully looked at, which replaced the circuit board and some odd, above obviously only fuse black, while other parts are intact.
Mr Yang also observed that the circuit board and the fuse is not one, separate the damaged fuse can be removed for servicing, maintenance workers in what is shrouded in secrecy.
Then Mr Yang has made his point, require sales staff alone after replacing the fuse, do not replace the circuit board, if the sterilizer is not fixed, we'll talk about other options.
Mr Yang refused to, home of Siemens electrical maintenance worker, apparently annoyed, clear, he said: "even if fuse damage alone, also can replace the motherboard in their company's provisions do not have a separate replacement fuse business. ”
The results ... ...
Fixing, maintenance personnel accepted 40 door fee and leave
In this way, Mr Yang refused to replace the motherboard, Siemens electrical apparatus service workers refused to provide maintenance service for Mr Yang.
Before leaving, maintenance personnel also charged Mr Yang 40 "House fee".
Witness the "miracle"
On site demo
Fixed only 5 cents
Siemens electrical appliances on the one hand professional after-sales personnel require a 300 yuan fee; the other is consumers, Yang said it only cost 5 cents to fix faults, both who work?
After receiving the reader's response, the Yangtze evening news consumer jury press conference with provincial electrical appliances Service Association Secretary-General Xu Xuelu together to the scene to investigate.
At the home of Mr Yang, Mr Yang would scrap the motherboard replaced the fuse, replaced it with a new, was the failed disinfection cabinets can really work. Turns out, Mr Yang's judgment is correct, simply replaced the fuse on the motherboard can solve the problem of sterilization, do not need to replace the motherboard, and the purchase of fuse only cost five cents.
So here's the thing
Ask consumers:
Little question why fight for motherboard?
"Why 5 cents you can fix the problem, you want to charge me $ 300? "In the face of what had happened, Mr Yang still furious. He said maintenance workers did not solve the problem, but still has his 40 "House fee". He doubts himself in two, one, maintenance worker says, "repair bill," replacing the fuse is not allowed in, and that's why, this isn't a typical "small overhaul"? Second, when maintenance workers maintenance scheme was unreasonable, whether consumers have the right to refuse to pay the door cost?
Mr Yang told reporters afterwards he reflected through a telephone for Siemens appliances, but Siemens response is: "we do not replace the fuse business. "Questions about the home repair costs, Siemens did not respond, saying, can help him apply for waived next home repair costs, was not satisfied with this answer to Mr Yang. He feels he has lost confidence in the brand's sale, later were far more likely to consider purchasing a Siemens electrical apparatus.
Siemens answer after sale:
Company does not replace the fuse's services
Reporter called Siemens after-sale customer service, consult your kitchen appliance fuse damage if you can arrange for maintenance personnel to replace fuses. Customer service said that companies do not replace the fuse services maintenance programmes need repair person to come according to damage situations.
While Siemens official customer service staff and designated on-site maintenance staff made it clear that, without replacing the fuse of the business, but on a Siemens official site, the reporter saw, after-sale maintenance and in the price list, on the sterilizer in the maintenance of a clear writing fuses one of the repair project.
Reporters called several other appliance brands customer service call, asking if you can provide the fuse door replacement service, the answer is that need repair person to come look for answers. Reporters later in these official sites maintenance price list, indeed did not find replacement "fuses" service provision.
Analysis of the industry:
Transport costs are not, how can we only charge 5 cents?
One in the appliance repair industry for more than 10 years, Wang Wei (pseudonym), says brand home appliances sales are contracted out, now labor costs, maintenance and rentals, in the prices of raw materials are rising, we are in business, you need to make money. Sometimes motherboard problems, is a small welding points broke, you said your welding up, what about the price? Charge you for a couple or a few dollars, this travelling back and forth who reported that wage who made it? So if a part is broken on the motherboard, that unity to change the motherboard. This has two advantages, one is easy; the second is high fees earned.
He said, branded company because customer satisfaction evaluation is in fact reliable, small leaflets on the streets of a small company, "little overhaul" phenomenon is very common, such as air conditioner capacitor damage required replacement compressor, but because consumers lack the knowledge or calling a stag a horse can only be managed by maintenance personnel, a ridiculous price.
Public review
Home appliances Association expert on free diagnosis
Province Xu Xuelu appliance repair Association Secretary-General:
During the repair process, due to interest reasons, electrical problems easy to be exaggerated, even parts are replaced, problems such as shoddy . This tips everyone, even is official door maintenance, also need full watch, prevent maintenance business put no fault of accessories replaced, replaced parts Hou, retained replaced of old parts, in maintenance Hou should immediately asking for and retained maintenance records, and audit warranty single Shang maintenance workers of workers,, and maintenance products of name, and model, and number, and maintenance costs, content, in appeared problem Shi also can has according to can according to.
Problem appliance service, appliance repair Association opened a complaints hotline 400-8815-315 and micro-letters "appliance 315" platform, also introduced the QR channel for complaints. Consumers find themselves unsure of appliance malfunction, can call the hotline, the Association sent experts to door-to-door free diagnosis and then maintenance.
Nanjing residents Liu Can:
Appliance repair gave me the feeling is "uncertain", many should be given relevant departments for management in a timely manner. I suggest that the Government pricing departments should strengthen supervision and inspection of the appliance repair industry price situation, timely efforts concentrated rectification and regulating appliance repair market. Meanwhile, household appliance repairing service access system should be established, for organizations and individuals involved in appliance repair and certification, rating and raise trade barriers, optimize service quality, for alleged fraudulent acts, you should cancel the qualification of maintenance and exposure in the media, maintenance of consumers clearly don't let deception become the norm in maintenance.
西门子售后维修要300块换主板，市民花5毛钱换保险丝搞定 - 售后,维修 - IT资讯
“花5毛钱换个保险丝就行的事，为什么维修工硬要给我换整个主板让我付上300块？”面对记者，杨先生表达了对西门子公司售后维修的不解。而记者连日调查发现，杨先生的这个遭遇，可能正是整个家电售后维修乱象下的一个缩影。
西门子消毒柜坏了之后……
维修人员检查后说主板损坏
更换要收300元
近日，南京的杨先生家中的西门子消毒柜坏了，同时家里的电闸也跳掉了。据此，杨先生推测大概是消毒柜中的灯泡短路而造成的故障，于是他就按保修卡上所写的，拨打了西门子公司的全国热线电话，预约了上门维修服务。
两天后，维修人员来到了杨先生家，二话没说，直接将消毒柜拆开进行检查。杨先生回忆说，当时维修人员的拆检过程十分迅速，这期间根本就没有和他有过交流。
不过出于对西门子公司专业售后的信任，杨先生整个过程也没有盯着。在一番检查完毕后，工人拆下了消毒柜里的主板，告诉杨先生主板损坏，需要更换的话必须交付材料费300元。
市民提出试试换一下保险丝
维修工人拒绝，称没这项业务
面对对方拆检后做出的“主板坏了”的判断，杨先生感到其中有问题。因为他对电器还是有一点研究的，他拿过被西门子售后人员拆下的主板仔细看了一下，这换下的电路板有些蹊跷，上面明显只有保险丝发黑，而其它部件是完好的。
另外杨先生还观察到，该电路板与保险丝并不是一体，这个损坏的保险丝明明是可以单独拆卸维修的，显然维修工人在刻意隐瞒着什么。
随后杨先生提出了自己的观点，要求售后人员单独更换保险丝，不更换电路板，如果消毒柜没有修好，再商量其它办法。
对于杨先生的拒绝，上门的西门子电器维修工人显然有些生气，明确对他表示：“就算是保险丝单独损坏，也只能更换主板，在他们公司的规定上没有单独更换保险丝的业务。”
结果……
没修成，维修人员收了40元上门费走人
就这样，面对不肯更换主板的杨先生，西门子电器售后的工人拒绝为杨先生再提供维修服务。
临走之前，维修人员还收取杨先生40元的“上门费”。
见证“奇迹”
市民现场演示
只花5毛钱就修好了
一方面是西门子电器专业售后人员要求收取300元材料费；另一方面是消费者杨先生表示自己只要花5毛钱就可以修好故障，两者究竟谁靠谱？
接到读者反映后，扬子晚报消费评审团记者与省家电维修协会秘书长徐学录一起到现场进行调查。
在杨先生的家中，杨先生将主板上报废的保险丝换下，换上了新的，此时原本出现故障的消毒柜真的可以正常运行了。事实证明，杨先生的判断是正确的，只需要将主板上的保险丝换下就可以解决消毒柜的问题，无需再更换主板，而购买保险丝仅花费五毛钱。
那么问题来了
问消费者：
小问题何必大动干戈换主板？
“为什么5毛钱可以解决的问题，要收我300块？”面对自己的遭遇，杨先生到现在依旧气愤难平。他说，维修工现场没解决问题，却还收了他40元的“上门费”。他自己有两点疑惑，一是，维修工所说的，“维修条例”中不允许更换保险丝，这是为什么，这难道不是典型的“小病大修”吗？二是，当维修工提出的维修方案不合理时，消费者是否有权利拒绝支付上门费用？
杨先生告诉记者，事后他通过西门子电器的投诉电话进行反映，但是西门子的回应依旧是：“我们不提供更换保险丝的业务。”而关于上门维修费用的疑问，西门子也没有作出回答，仅仅表示，可以帮他申请免除下一次的上门维修费用，这种回答让杨先生很不满意。他觉得自己已经对该品牌的售后失去信心了，以后很难再考虑购买西门子电器了。
答西门子售后：
公司没有更换保险丝的服务
记者拨打了西门子售后的客服电话，咨询自己的厨房家电保险丝损坏是否能安排维修人员更换保险丝。客服表示，公司没有更换保险丝的服务，维修方案需要维修人员上门后根据损坏情况制定。
虽然西门子官方客服人员和指定上门的维修人员明确表示，没有更换保险丝的业务，但在西门子中国官方网站上，记者却看见，售后维修费及价目表里，关于消毒柜维修一项中，明确写着保险丝属修理项目之一。
记者又拨打了另外几个家电品牌的客服电话，询问是否能提供保险丝的上门更换服务，得到的回答是，需要维修人员上门查看后才能进行解答。记者随后在这些官方网站上搜索维修价目表，确实都没有发现更换“保险丝”的服务规定。
析业内人士：
交通成本都不够，怎能只收5毛？
一位在家电维修行业从业十多年的王伟(化名)先生表示，一般品牌家电售后都是承包出去的，现在人工成本、维修厂地租金、原材料价格都在涨，大家都是在做生意，那就得赚钱。有的时候，主板出现问题，就是一个小焊点坏了，你说帮你焊上去，这怎么收费？收你个几毛或是几块钱，这来回交通费谁给报，这工资谁给发呢？因此如果说主板上有零件坏了，那就统一要换主板。这样做有两个好处，一是简单便捷；二是收费高有赚的。
他说，品牌公司因为有客户满意度考核其实还靠谱些，街头发小传单的小公司，“小病大修”的现象就十分常见了，例如空调电容损坏却要求更换压缩机，不过因为消费者缺乏相关知识，也只能任由维修人员指鹿为马，漫天要价。
有请大众评审
家电有问题协会专家免费诊断
省家电维修协会徐学录秘书长：
在维修过程中，由于利益原因，电器问题容易被故意夸大，甚至出现零件被替换、以次充好等问题。在此提示大家，即使是官方上门维修，也需要全程观看，防止维修商把没有故障的配件换掉，更换零件后，保留换下的旧部件，在维修后应立刻索要和保留维修记录，并审核保修单上维修工人的工号、维修产品的名称、型号、数量、维修费用等内容，在出现问题时也可以有据可依。
针对家电售后服务问题，省家电维修协会目前开通投诉热线400-8815-315和微信“家电315”平台后，还推出了二维码投诉渠道。消费者发现自己拿不准的家电故障问题，可以拨打热线，协会会派出专家上门免费先诊断再维修。
南京市民刘灿：
家电维修给我的感觉就是“雾里看花”，相关部门对于存在的多种问题应给予及时管理。我建议政府价格主管部门应加强对家电维修行业明码标价情况的监督检查，适时加大力度集中治理整顿，规范家电维修市场。同时，应该建立家电维修服务准入制度，对从事家电维修的机构和个人，实行资质认证，划分等级，提高行业门槛，优化行业服务质量，对涉嫌欺诈的行为，应该取消维修资质并且在媒体上进行曝光，让消费者明明白白维修，不要让被欺骗成为维修领域的常态。