Sihai network

Smart phone after-sales service without supervision, people dare not use mobile phones

Recently, consumers have reported that they are facing many problems, such as high cost, unclear price, management confusion and so on, in the maintenance of smart phones, which makes consumers in a dilemma on whether to repair mobile phones. In response to this problem, the reporter visited and investigated the large and small repair service centers in Beijing for several days and found that the after-sales service has almost become an "orphan" without supervision.

The high maintenance cost of after-sales service points designated by brand manufacturers makes consumers shy away, while the informal maintenance channels are difficult to make consumers rest assured. Behind the problem of whether consumers want to repair their mobile phones, in fact, is the chaotic reality of the current smart phone after-sales service management system. For mobile phone manufacturers, dealers, electronic stores and other related parties in the industry chain, after-sales service has become a hot potato.

Because the construction of a maintenance station is not a small investment, including capital, stores, manpower, technology, training, accessories, maintenance equipment and logistics. In this way, in order to reduce the construction cost of after-sales channels and expand the scale of after-sales network as soon as possible, mobile phone manufacturers often outsource after-sales services to third-party service providers. However, brand manufacturers do not have strict and unified official pricing in terms of maintenance. They only set up the so-called guide price of spare parts. The lengthy after-sales management system and weak management and control have caused the problem that the market price is greatly out of line with the guide price. In this way, the quality of after-sales service consumers get will be greatly reduced.

According to the analysis, as the profit margin of smart phones has shrunk significantly, after-sales maintenance has become another demand point for profit income of manufacturers. In addition, the upgrading speed of smart phones is accelerating, and the actual demand of consumers for the maintenance of low-end smart phones has been greatly reduced. In this case, the after-sales service department naturally appears to be able to make a profit, which greatly damages the overall perception of the mobile phone brand.