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Wenzhou Qinhua Refrigeration Equipment Co., Ltd.
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06

2023

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04

The key to replacing household appliances is to reduce costs

Recently, Hubei announced the list of 180 reliable after-sales service outlets for home appliance maintenance in the province for the year 2023. It is reported that the audited and recognized branches have a good reputation in the industry and a low consumer complaint rate.
Behind setting up reliable branches is the difficulty of home appliance maintenance. The inability to find reliable repair technicians, opaque prices for spare parts and services, repeated failures and repairs, and high postage and time costs for returning to official after-sales service points have always plagued consumers. Gradually, people began to feel hesitant about home appliance maintenance, thinking that it would be better to find someone to repair it and add some money to replace it with a new one. These phenomena, on the one hand, indicate that the maintenance of household appliances is difficult and costly; On the other hand, it indicates that the home appliance maintenance industry lacks unified supervision and standards. Over time, not only is it difficult to protect consumer rights, but it may also cause resource waste.
The maintenance cost of household appliances is high and difficult, due to both technical and service reasons. From a technical perspective, the internal structure of current household appliances is more precise, with most of them being integrated and modular. Once damaged, the entire integrated circuit or module needs to be replaced, resulting in higher maintenance costs; From the perspective of service, there are more and more home appliance brands, and iteration and upgrading are becoming faster and faster. However, most of the accessories and installation methods are not universal, and the ability of maintenance personnel cannot keep up, making repair difficult. In addition, many brands have a concept of "prioritizing sales over after-sales", outsourcing after-sales maintenance services to third parties without effective management of maintenance services, resulting in a mixed bag in the home appliance maintenance industry.
To optimize home appliance repair services, the first step is to determine which products need to be repaired and which products need to be replaced. According to the "Safe Service Life of Household Appliances" released by the China Household Electrical Appliances Association, the safe service life of appliances such as refrigerators and air conditioners is 10 years, and the safe service life of appliances such as gas stoves, range hoods, and water storage electric water heaters is 8 years. Consumers can comprehensively consider factors such as the remaining service life of the household appliance, whether it is within the warranty period, and the cost of re purchasing to decide whether to replace it. For discarded appliances that have been replaced and eliminated, home appliance companies should also do a good job in recycling, or provide consumers who purchase new appliances with a certain discount through "exchanging old for new" to promote the upgrading and iteration of home appliance consumption.
For household appliances that require repair, it is necessary to ensure that consumers can receive fair, transparent, and high-quality prices and services. Firstly, regulatory efforts are needed. Market regulatory authorities should actively promote the standardization construction of the home appliance maintenance industry and promote the healthy development of the industry. Develop maintenance price ranges for household appliances of the same type and similar principles, such as unifying and disclosing common component prices and charging standards for on-site services, to stabilize maintenance market prices; Secondly, promptly accept complaints related to home appliance maintenance, punish "fake" repair points, starting from the ground, and impersonating repair personnel, standardize the maintenance industry, and protect consumer rights and interests.
Maintenance service is an indispensable link in the entire home appliance industry chain, so home appliance enterprises also need to make efforts in optimizing after-sales maintenance. Enterprises with mature after-sales maintenance systems can connect their services to third-party platforms, facilitating consumers to quickly find official maintenance channels; At the same time, we continuously update and improve the electrical maintenance manual, strengthen the training of service personnel, and improve the efficiency and quality of maintenance.
The key to cracking down on the "better to repair than replace" concept of household appliances is to reduce costs. Only by truly reducing maintenance costs, improving maintenance efficiency, and optimizing consumer experience can we extend the service life of electrical appliances, provide consumers with practical benefits, and win the brand's reputation.

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