Small Household Appliances "Break Down After Warranty Expires," Companies Should Not Shift After-Sales Responsibility

(Source: Quzhou Daily)

Reprinted from: Quzhou Daily

In recent years, issues such as small appliances breaking right after the warranty expires or being impossible to repair have continuously caused consumer dissatisfaction. A consumer from Guangzhou spent over 1,000 yuan on a well-known brand rice cooker, but after it broke, they couldn’t find an official offline repair center. Customer service told them they had to send it back to the manufacturer for repairs and bear the round-trip shipping costs. Some consumers who purchased this brand’s small appliances experienced problems right at the end of the warranty period, facing customer service’s evasion and passing the buck…

Consumers’ frustrations reflect a real problem: some small appliances break after the warranty expires and are difficult to repair, leaving consumers stuck in a frustrating situation of “unable to use but reluctant to throw away.” Behind all this is a serious lack of after-sales responsibility from companies.

Leading companies in the small appliance industry, which hold significant influence and appeal in the market, should bear greater responsibility. However, in reality, when consumers encounter problems, customer service repeatedly shifts blame, after-sales services create obstacles, and offline repair outlets continue to shrink. Companies launch aggressive sales campaigns but retreat step by step when it comes to after-sales service. This “focus on sales, neglect service” approach not only harms consumer rights but also sets a negative example for the entire industry, fostering a bad trend that “small appliances should be used up and discarded.”

Providing quality assurance and smooth after-sales channels are the foundation for a company to maintain market credibility. Consumers pay not only for the product’s utility but also for a promise of “reliable use.” The doubts about “breaking right after the warranty” and complaints about “no repair options” should not be ignored by companies, nor should they be used to pressure users into lowering their repair willingness. Ignoring or neglecting after-sales responsibilities gradually erodes consumers’ trust in the brand.

Currently, the construction of a quality-powered nation demands higher standards from enterprises. The “Outline for Building a Quality Power Nation” issued in 2023 explicitly states that people should “use products comfortably.” The phenomena of “breaking immediately after the warranty” and “difficult to repair” clearly contradict the goal of “comfortable use,” undermine the brand’s “quality reputation,” and deviate from the era’s focus on “high-quality development.” Industry leaders should demonstrate the responsibility they owe by offering durable products and convenient after-sales services to meet consumer expectations.

According to Xinhua News Agency