Video: used computers has a record of "immersion liquid", and "Suning.cn" does not support returning.
Mr. Gao: "(How long does it usually take to turn it on? ) It will open with a click, but there are no pictures now. "
According to the order information of Suning.cn, Mr. Gao bought this computer in this used computers franchise store on February 10 last year. At that time, it cost more than 10 thousand yuan, and the product name had the words "second-hand 95 new"
In the online shop page, the text interpretation of "95 new" is "slightly used, slightly painted and bumped, and all functions are in normal use".
In the communication record between Mr. Gao and the customer service of the online shop, the customer service mentioned "unopened maintenance, warranty period 180 days". Mr. Gao said that after receiving this computer, many problems were found during the use.
Mr. Gao: "Including the case that the battery is not charged and the machine suddenly loses power during use, the merchants think that this is a normal situation and is caused by the ambient temperature. By March, this machine could not be started into the system at all. "
Mr. Gao said that he sent his laptop to Beijing according to the address provided by the customer service of the online shop. On April 12, the customer service of the online shop replied to Mr. Gao, "The motherboard was corroded by water and the CPU burned out, causing problems." "Replacing the motherboard and CPU is 2900 yuan, excluding other issues."
The customer service of the online store also sent a photo of the report of the authorized repairer of Beijing Apple, which said, "The immersion liquid of the customer's equipment can't enter the system, and the Apple logo is restarted repeatedly after booting. The proposed solution, the price of replacing the motherboard is about 5675 yuan, and the damage of the immersion liquid may lead to the maintenance cost of multiple components. "
Mr. Gao: "It belongs to man-made damage, and no (free) maintenance is given. Is there any water in the computer when you are using it? ) I haven't been in the water. (The online store customer service explained to you, how was the watermark discovered? After disassembling the machine first, they found that the waterproof label turned red. "
Mr. Gao: "The report shows that this machine is damaged and can't be started. The motherboard needs to be replaced. However, after I receive the machine, this computer can be turned on. It is suspected that although it has not been officially repaired, it must be through a third-party channel. I contacted the online store customer service for the first time, and the online store customer service did not recognize this report. At the same time, the online store customer service repeatedly stressed that this water mark was caused in recent months. "
In the communication records between the two parties, the online store customer service replied to Mr. Gao, "When we sent it to Apple for official after-sales, the official test report did not give you feedback on this series of situations. What you gave back was the dealer's records, which can only be used as an official after-sales reference."
Mr. Gao was not convinced by this and complained to the national customer service. The dispute details page shows that on May 19, the verdict was "the complaint was not established, and the voucher could not verify the business violation".
Mr. Gao: "I want to punish this dealer for returning one and losing three." The reply given to me by the customer service in Suning.cn did not reflect the word' maintenance' in this report, so they thought that the business did not violate the rules. What do you think of this? ) I totally disagree. "
Liu Jingli of Shende used computers franchise store: "I have a rest today, because I don't have full responsibility for this store. I will give you a mobile phone number. "
Jiaxing Apple authorized repairer staff: "In February 2020, 65438+, and last February, he inquired about the physical damage, indicating that something was broken. After consulting, he made him an offer. He shouldn't repair it. (Not authorized by the repairer? ) right. "
Suning.cn national customer service operator: "No return, no compensation. (The customer thinks that these records prove that this computer has a problem and failed to pass the official after-sales maintenance of Apple. ) Here, I will help you feedback to the leader, and the account manager will solve it directly. "
Before the news broadcast, Mr. Gao gave feedback and Suning.cn National Customer Service replied. The online shop agreed to return the goods for a refund, but what he asked for was a refund of one and a compensation of three. At present, the parties are still negotiating.