China's mobile phone service quality survey: the six pillars of after sales of the most deceptive-Huawei, millet, Meizu-IT information

As this year national quality months of main activities one of, China quality miles line Association today (September 6) released has January 2016 to August, on Beijing, and Shanghai, and Guangzhou, and Hangzhou, 16 province (City) of 15 a phone brand 245 a phone service dot for has questionnaire survey and service quality Ming check unannounced visits to results, survey object involved Huawei, and charm family, and Samsung, and Lenovo, and cool sent, and millet, and Apple, and ZTE, and Jin, and OPPO, and VIVO, and hammer, and a added, and Le depending on,.

According to the survey, nearly one-third consumers were dissatisfied with the current phone service quality, there are six major issues:

Repair parts charges are not transparent, and has yet to form a standardized system, leading to maintenance "black hole".

Technician maintenance levels, maintenance of quality needs to be improved, cannot deliver consumer phone problems resolved, failure rates high, directly harm the interests of consumers.

Implementation of national mobile phone "three packs of" discount. Cell phone warranty provisions mainly refer to from the date of purchase within the specified time in case of non-human performance failures, consumers can select "return, Exchange, repair", individual brand mobile phones businesses staff to the national "three guarantees" provisions are not familiar with, especially for warranty repairs, informed the Exchange cannot be refunded;

Poor staff attitudes of the individual brands, 45.87% consumer complaints is poor after-sales maintenance service attitude of staff.

Service provisions of the King, 39.88% consumer feedback, some after sales Centre to "not an invoice with no warranty" from denying warranty this mobile website product warranty terms and became a dead letter, 16.36% consumer feedback, some service center requires that the bad parts forced the whole, or paid with the higher-value parts for maintenance, this provision is not only unreasonable, and there was no legal basis.

Maintenance time is too long.

中国手机服务质量调查：六大售后问题最坑人 - 华为,小米,魅族 - IT资讯

作为今年全国质量月的主要活动之一，中国质量万里行促进会今天（9月6日）发布了2016年1月至8月，对北京、上海、广州、杭州等16省（市）的15个手机品牌245个手机服务网点进行了问卷调查和服务质量明查暗访结果，调查对象涉及华为、魅族、三星、联想、酷派、小米、苹果、中兴、金立、OPPO、VIVO、锤子、一加、乐视等。

据调查结果，近三分之一的消费者对当前手机服务质量不满意，主要存在六大问题：

●维修配件收费不透明，仍未形成标准化体系，导致维修“黑洞”。

●技术人员维修水平参差不齐，维修质量有待提高，不能一次性把消费者的手机故障问题解决，返修率高，直接损害了消费者利益。

●执行国家手机“三包”打折扣。手机三包规定主要指自购买之日起在规定时间内如遇非人为的产品性能故障问题，消费者可选择“退、换、修”，个别品牌手机企业工作人员对国家“三包”规定不熟悉，特别是对于保修期内多次维修情况，告知只能换不能退；

●个别品牌手机工作人员服务态度较差，有45.87%的消费者的投诉内容是售后维修的工作人员服务态度不佳。

●服务过程存在霸王条款，39.88%消费者反馈，有些售后中心以“不见发票不保修”为由拒绝保修，至此手机官网的三包服务条款成了一纸空文，16.36%消费者反馈，有些售后中心要求坏零件需强制换整机，或与较高价值的配件一同付费维修，这一规定不仅不合理，而且没有法律依据。

●维修时间过长。