The mobile phone only used for one year. Can the screen damage can only add a thousand yuan to buy a new machine?After -sales service such as Meizu, vivo and other brands is questioned

recently

Many consumers report to "China Consumer News"

Just one year of mobile phone

The screen is broken

After -sales maintenance cannot provide screen accessories

"Must be added to buy new mobile phones"

"What is this reason"

Investigative discovery

Not a minority complaints about "mobile phones can only be replaced"

Involved in Meizu, vivo, OPPO, etc.

01

3499 yuan of mobile phone screen damage

Meizu Customer Service: No accessories can be added to a new machine for 3399 yuan

On July 19, Mr. Li, consumers in Linyi, Shandong, reported to the "China Consumer News": "Last June, I paid 3499 yuan in Meizu Jingdong Self -operated flagship store to buy a Meizu 17 Pro mobile phone. After accidentally being squeezed, the inner screen leaked. I called Meizu customer service whether the screen could be replaced. The other party said that there were no accessories. On July 4, I went to the official authorized store of Meizu to change the screen. Tell me that there are accessories, so I paid 300 yuan deposit order. "

However, it didn't take long for the staff of the authorized store to give feedback to Mr. Li. The accessories had no inventory, could not change the screen, and could only refund the deposit. Mr. Li once again contacted the online customer service of Meizu official website. Customer service staff said that they could add money to buy mobile phones of Meizu 18 series.

"China Consumer Daily" learned through the call recording provided by Mr. Li that on July 9, Meizu customer service staff provided two solutions, one was to recover Mr. Li's old phone, and then added money to buy the new Meizu 18 series of new series of new series of new series of Meizu 18 series. Mobile phone; the other is to apply for a screen after -sales maintenance for Mr. Li, but the waiting time is longer and cannot inform the specific time.

Mr. Li told the "China Consumer News": "Meizu customer service said that I can recover my old mobile phone at a price of 900 yuan, but the price of Meizu 18Pro mobile phone (full Netcom public version 12+256GB) on Meizu official website is 4299 yuan, I need to make up 3399 yuan to change the purchase, which is not cost -effective, so I rejected the plan. "

Meizu 18pro mobile phone (full Netcom public version 12+256GB) official website is priced at 4299 yuan.

On July 20th, "China Consumer News" contacted the online customer service to ask the Meizu 17 Pro mobile phone screen damage through the online customer service. Can it be replaced with accessories? Customer service staff replied: "You can go to the local outlets or official website to apply for applications, and you need to check the machine after receiving the machine." "China Consumer Daily" asked: Meizu after -sales is a mobile phone to replace the 18 series of mobile phones. Change the screen directly? Customer service staff said that this plan is recommended.

02

Waterfall screen damage

vivo after -sales: This screen has been discontinued to add money to buy new machines or change the residual screen

Lee Caidan, who lives in Harbin, Heilongjiang Province, uses Vivo brand phones and encountered similar problems.

"A year ago I spent 4999 yuan to buy a vivo NEX 3S mobile phone. This phone is a waterfall screen design. On July 3 this year, the screen of the phone was broken. I went to vivo to sell the back store to ask for a screen. Both this phone and the screen have been discontinued. It is recommended that after depreciation of the mobile phone, I will add money to buy new mobile phones. The residual screen was 1180 yuan, and she was rejected.

Li Caidan vivo NEX 3S mobile phone screen is damaged.

"I didn't accept these two solutions. All my data was on that mobile phone. I still want to change the original original screen with a price of 1380 yuan." Li Cai Dan told the China Consumer News.

The "China Consumer Daily" survey found that the vivo NEX 3S mobile phone was officially launched on March 14, 2020. On July 21, Vivo's official website showed that the mobile phone was "removed from the shelves". "China Consumer Daily" asked vivo online customer service: When did this model of mobile phone discontinue production? Why do you stop the production and get off the shelves? Customer service said that there is no relevant information about the specific time.

Vivo's official website shows that the Vivo NEX 3S mobile phone "product has been removed".

"According to the company's strategy, the replacement of mobile phones is a normal market law. The removed is the product removed, which has nothing to do with the afternoon." In the afternoon of the same day, the Vivo after -sales customer service staff called the "China Consumer News" that Cooperation with an overseas producer, affected by the epidemic, the manufacturer was unable to supply due to logistics and other reasons, so the screen was out of stock. The price of this mobile phone display is 1380 yuan, and there is also a "special screen" of 1180 yuan. There is no problem with the performance of "special screen", but there is a flaw in appearance, such as obvious scratches at the charging interface.

Customer service staff said that there are currently no goods on these two screens. Vivo manufacturers provide consumers with "discounts for purchase" activities. Consumers pay mobile phone screen fees to change a mobile phone with a slightly worse configuration. Pay the screen cost and difference. The model changing a high -configuration mobile phone will give consumers some discounts if participating in the purchase.

03

There are many similar complaints

Brand issues such as Meizu, vivo are more prominent

The "China Consumer Daily" survey found that such complaints are not a minority. Search the keyword "mobile phone+only to repairs" on the black cat complaint platform. The results show that there are 255 related complaints. Involved in Huawei, Xiaomi, Realme true self, Samsung, OPPO, etc. "China Consumer Daily" searched the keywords "Meizu 17 Pro" and "vivo NEX3S" on the Black Cat Complaint Platform, respectively. As a result, 179 and 9 related complaints were displayed, respectively. Unable to provide accessories during maintenance, only solutions to consumers provide money to buy new mobile phones.

04

Legal experts said

The supplies of the accessories should not be supported within two years after the production of the mobile phone.

On July 24, Ruan Mark Ruan Ruan Mark Ruan, a lawyer of Beijing BOC Law Firm, said in an interview with the China Consumer Daily that in accordance with the "Regulations on the repairs of mobile phone commodities repairs and replacement of returns (implemented on November 15, 2001)" ") Article 6 stipulates that the repairman shall undertake the free repair business of the validity period and the toll repair business outside the validity period of the three packs. "Meizu 17pro mobile phones are on sale and have not yet discontinued production. Mobile phone manufacturers should provide screen accessories that meet the requirements of relevant standards. Mobile phone manufacturers delay repair and replace the screen and require consumers to add money to buy new mobile phones."

Ruan Wanjin said that Article 7 of the "Regulations" also stipulates that producers (importers are regarded as producers) shall bear the following responsibilities and obligations: (5) Provide sufficient qualified parts in accordance with the agreed contract or agreement on the repair agency or agreement; ensure that guarantee Can continue to provide parts that meet the technical requirements within two years after the product is discontinued. If consumers buy mobile phones, they negotiate with the seller to agreed with the repair contract or agreement, and it is still in the agreed repair period, and mobile phone manufacturers should provide repairs to replace the screen. If there is no agreed, the producer should ensure that within two years after the mobile phone is discontinued, it provides a service for repairing the screen.

"The vivo NEX 3S mobile phone is launched in March 2020. After the listing of sales, it is generally a period of sales. If the production is closed for more than two years, the mobile phone manufacturer is unable to provide a repair accessories on the grounds of the epidemic supplier. . "Ruan Markham analyzed.

Ruan Wanjin said that according to the "Regulations", during the validity period of the three packs, consumers enjoy the right to repair, replace, and return the goods in accordance with these regulations. Repairing, exchanges, and returns shall be handled with invoicing and three packages. Consumers have the right to repair free repair in the limited period of three packages of mobile phones, as well as the right to repair the toll repair within at least two years after the three packs are valid. Mobile phone manufacturers should support maintenance screens during the repair.

Ruan Markham analyzed: "If the mobile phone manufacturer does not support the situation that the screen should be replaced, consumers can safeguard their legitimate rights and interests in accordance with the relevant provisions of the Consumer Rights Protection Law. In addition to civil liability, related companies must also bear corresponding administrative responsibilities."

Article 56 of the Consumer Rights Protection Law stipulates that the operator has the requirements of "repaired, re -work, replacement, replacement, return, supplement the number of goods, refund the payment and service costs or compensation for losses, or deliberately procrastinate or delay or compensate for losses. In addition to the corresponding civil liability, other relevant laws and regulations shall be implemented in accordance with the provisions of laws and regulations; The department or other relevant administrative departments are ordered to make corrections, which can be warned according to the circumstances order or in a warning, confiscated illegal income, and shall be punished with a fine of more than ten times more than ten times or less. In severe cases, it is ordered to suspend business and revoke business licenses.

Produced by Chinese Consumer Newspaper New Media Editorial Department

Source/China Consumer News · China Consumer Network

Author/Duke

Edit/Pei Ying

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