I don't know where you are from, but the white washing machine is out of warranty. If there is no warranty for du, call the after-sales phone of Zhipai. If the warranty period expires, the maintenance is charged, or check 1 14 to ask the local maintenance telephone number.
Official website, a well-known household appliance brand, learned that at present, no matter what kind of household appliances, all major brands have clearly stipulated the relevant "door-to-door fee" collection standards. However, major brands have different names for this fee, such as "door-to-door transportation fee", "long-distance transportation fee" and "door-to-door service fee". Moreover, the charging standards are not the same, ranging from a dozen yuan to dozens of yuan.
Recently, Ms. Hu of Huaiyin District reported that when maintenance personnel came to repair their own air conditioners, they asked for the door-to-door fee from 30 yuan. Shandong Household Electrical Appliances Industry Association said that the door-to-door fee belongs to the manufacturer's pricing, which is equivalent to the round-trip travel expenses of maintenance personnel. Lawyers believe that the door-to-door service of maintenance personnel generates costs such as manpower, time and transportation, and it is reasonable to charge the door-to-door fee.
According to Ms. Hu, she bought an Oaks air conditioner in Jinan Suning Appliance in April this year. "Recently, this air conditioner has abnormal noise, and there is a problem with the temperature adjustment of the air conditioner, which often stops." After Ms. Hu contacted the after-sales service, the maintenance personnel came to the door for simple debugging and said that it was a symptom caused by the long-term non-use of air conditioners, and there was no mechanical failure.
It's a good thing that the air conditioner didn't break down, but when the door-to-door maintenance master asked for 30 yuan's door-to-door service fee, Ms. Hu was a little embarrassed. "Do you accept 30 yuan for a simple check?"
The maintenance master told Ms. Hu that although the air conditioner was in the three-package period, the air conditioner itself was not broken, and consumers could only pay the door-to-door fee out of their own pockets. "This is their travel expenses and hard work on the road. If there is a quality problem with the air conditioner, this door-to-door fee is included in the free maintenance fee during the warranty period of the air conditioner, and we don't have to pay it. " Ms. Hu said.
Coincidentally, Ms. Chen, who lives in Lixia District, has also been asked for a door-to-door fee. When Ms. Chen was washing clothes at home, the washing machine just started and suddenly stopped working. Repeated restarts will not help. In desperation, she called the after-sales service phone of the brand washing machine. After the repairman comes to the door, restart the washing machine and return to normal.
Then the maintenance staff asked Ms. Chen to pay 50 yuan's door-to-door fee. "The washing machine is not broken, why should I pay?" Ms. Chen refused to pay the door-to-door fee, but the maintenance staff said it was a company regulation. After a period of stalemate between the two sides, Ms. Chen was forced to pay the door-to-door fee.
Official website, a well-known household appliance brand, learned that at present, no matter what kind of household appliances, all major brands have clearly stipulated the relevant "door-to-door fee" collection standards. However, major brands have different names for this fee, such as "door-to-door transportation fee", "long-distance transportation fee" and "door-to-door service fee". Moreover, the charging standards are not the same, ranging from a dozen yuan to dozens of yuan.
Take the washing machine as an example, but it can be summarized into three categories:
In the first category, the manufacturer stipulates a fixed kilometer value (generally 15 or 16 kilometers), and within this kilometer value range, the manufacturer does not charge the consumer the door-to-door fee; In addition, there is a fixed amount of door-to-door fee. For example, according to Haier's regulations, there is no door-to-door transportation fee within 15km from the (consumer's) service outlets, and 30 yuan's door-to-door fee is charged outside 15km.
The second category, the manufacturer stipulates a fixed number of kilometers, and collects a fixed amount of door-to-door fees within this kilometer; Beyond the scope, the door-to-door fee shall be charged according to the principle of 1-2 yuan per kilometer. For example, for Siemens washing machines, the door-to-door fee is 40 yuan/time in urban areas, 60 yuan/time in suburbs (counties), and 60 yuan+1 yuan/kilometer in outer suburbs (kilometers are actual kilometers minus 50 kilometers).
In the third category, the manufacturer does not strictly stipulate the on-site service fee, but only lists the approximate charging standard, and the maintenance personnel negotiate with the consumers. For example, the standard of door-to-door transportation fee for TCL washing machines is, "maintenance personnel negotiate with users and collect them as appropriate."
Hisense, Siemens and other after-sales customers have said that most of the door-to-door fees are for consumers outside the three-guarantee period, but "during the warranty period, it is not a quality problem but an artificial one, and door-to-door fees are still charged".
Regarding the origin of the door-to-door fee, a washing machine salesman in Gome said that it takes time and energy for maintenance personnel to go to the door for maintenance, which leads to a certain amount of "oil money". If there is no problem with the electrical appliances and spare parts do not need to be replaced after the door-to-door maintenance, then the manufacturer will have no income from this maintenance, and the maintenance personnel will "make a trip in vain". In order to prevent this from happening, the manufacturer has formulated the regulation that "door-to-door fees must be paid for repairs or not". It is reported that the term "door-to-door fee" has emerged as early as 2000. With some black outlets of home appliance maintenance fees under the banner of regular stores, Shandong Household Appliance Industry Association formulated the "Shandong Household Appliance Maintenance Fees Standard" on 20 10. In this standard, the maintenance cost of household appliances is divided into four items: maintenance inspection fee, door-to-door service fee, consignment fee and component fee. The door-to-door service fee is clearly marked, stipulating that "door-to-door service fee/kloc-within 0/0km 15 yuan,10km away 1.5 yuan/km".
However, for this document, the staff of the Consulting Service Section of Shandong Household Electrical Appliances Industry Association said that the charging standard in the document is an industry guidance document, not a mandatory document. Therefore, "there is no uniform standard for door-to-door fees in Shandong Province, and the specific charges are still decided by the manufacturers."
"The door-to-door fee has nothing to do with the maintenance fee." The staff member said that the door-to-door fee can be regarded as a transportation subsidy for maintenance personnel to some extent, and regular manufacturers have clear regulations on the door-to-door fee. "If consumers feel that they are being asked for too much door-to-door fees, they can complain to these manufacturers after sale."
Is the home appliance repair fee reasonable? The staff of "123 15" Consumer Complaint Reporting Center of Jinan Administration for Industry and Commerce said: There is no uniform provision for door-to-door charges, which are generally decided by the manufacturers themselves. "Not only the door-to-door fee, but also the charging standard for after-sales service of home appliances, there is no relevant policy at present."
The staff of Jinan Price Bureau said that the "door-to-door fee" charged by after-sales service of household appliances belongs to the market-adjusted price, not the government intervention to guide pricing. "Generally speaking, service companies set their own prices." The staff said that the "door-to-door fee" was determined by the merchants and customers through consultation. Consumers can consult the specific standards of "door-to-door fees" in advance. "If you are not satisfied, you can choose the services of other manufacturers."
Li Youzhen, a lawyer of Shandong Shunqi Law Firm, said that it is reasonable for home appliance maintenance personnel to collect door-to-door fees. He believes that maintenance personnel's door-to-door service, from the maintenance point to the customer's home, has costs in manpower, time and transportation. "This is a market regulation behavior, and it is reasonable to charge a door-to-door fee."
Li Youzhen said that the purchase of home appliances is not once and for all, and consumers will pay the corresponding "cost" while enjoying convenience. In his view, consumers should not blindly complain about the irrationality of manufacturers, and their choices are diverse. If consumers have any objection to the factory's door-to-door charge, they can choose a "cheaper" manufacturer or transport the household appliances to the maintenance point.
Haier washing machine: users outside the urban area who are more than 0/5 km away from the service network/kloc-will be charged 30 yuan.
Cygnet washing machine: one-way settlement of 16 km or more (including 16 km) is per km 1 yuan; There is no door-to-door fee within 15km.
Hisense washing machine: within 15km, after the service provider comes to inspect the goods, if the user does not repair it, the service provider can charge the user the transportation subsidy fee in 30 yuan; If the user agrees to repair, there is no transportation fee, only maintenance fee and material fee. /kloc-the transportation fee above 0/5km will be charged at 1.5 yuan /km.
Panasonic washing machine: 30 yuan in urban area/time; For areas exceeding 30 kilometers, it will be charged according to the actual mileage of one way × 1 yuan/kilometer.
LG washing machine: 30 yuan within 30 kilometers, 60 yuan within 3 1-60 kilometers; 1- 100 km is 100 yuan; 101-150km is150 yuan; And so on.
Siemens washing machine: 40 yuan in urban area/time; Suburb (county) 60 yuan/time; Outer suburb 60 yuan+1 yuan/km (actual km-50km).
Sanyo washing machine: within 20 kilometers of urban areas and service outlets, transportation fees are free; Outside the urban area (urban area), if it is more than 20 kilometers away from the service outlets, it will be paid at the cost of 1 yuan/km.
TCL washing machine: the transportation fee will be charged as appropriate after consultation with the user.