How about after-sales installation of home appliances? Analysis of hot topics on the Internet in the past 10 days
Recently, after-sales installation services for home appliances have become a hot topic among consumers. From social media to e-commerce platforms, users’ evaluations of home appliance installation experience are polarized. This article will analyze the current status, pain points and solutions of after-sales installation of home appliances based on hot data from the entire network in the past 10 days.
1. Statistics on hot topics
| Platform | Amount of related topics | Main discussion points |
|---|---|---|
| 128,000 items | Installation charges are not transparent and service attitude is poor | |
| Douyin | 63,000 items | Installation master’s technical differences and excessive charging of accessories |
| Zhihu | 4200+ questions and answers | Brand after-sales comparison and rights protection experience sharing |
| black cat complaint | 1896 pieces | Delayed installation and secondary charging issues |
2. Analysis of main consumer complaints
1.Charging chaos: Nearly 43% of complaints involve hidden charges, such as high-altitude working fees and material fees that were not notified in advance.
2.Service standards are not uniform: The quality of installation services of the same brand varies significantly in different regions. The number of complaints in second- and third-tier cities is 27% higher than that in first-tier cities.
3.Slow response time: The average installation waiting time for major appliances is 3-7 days, and some users waited for more than 15 days during the 618 promotion.
| Home appliances category | Average installation time | Complaint rate |
|---|---|---|
| Air conditioning | 4.2 days | 18.7% |
| Dishwasher | 3.5 days | 12.3% |
| water purifier | 2.8 days | 9.1% |
3. Comparison of brand services
According to the latest data from the Consumers Association, the after-sales installation satisfaction rankings of mainstream brands are as follows:
| brand | Response speed | Fee transparency | Technical rating |
|---|---|---|---|
| Haier | 4.8/5 | 4.5/5 | 4.7/5 |
| Beautiful | 4.6/5 | 4.3/5 | 4.6/5 |
| Gree | 4.5/5 | 4.0/5 | 4.8/5 |
4. Consumers’ Guide to Avoiding Pitfalls
1.Confirm charge details in advance: Require the service provider to list in writing all possible costs, including basic installation fees, material fees, special operation fees, etc.
2.Choose official channels: Make an appointment for installation through the brand’s official website or official APP. It is difficult to guarantee the service quality of third-party platforms.
3.Keep evidence: The entire process is audio and video recorded, and fee vouchers are retained. 78% of successful rights protection cases rely on a complete chain of evidence.
5. Industry improvement direction
Many leading companies have begun to implement"Transparent after-sales service"The plan includes: locating the installer in real time, scanning the QR code to check the charging standards, and returning visits within 48 hours after installation, etc. It is expected that more brands will join the construction of service standardization in 2024.
To sum up, home appliance installation services are transforming from extensive management to standardization and digitization. Consumers need to increase their awareness of rights protection, and the industry also needs to establish a more complete service supervision system.
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