Meizu/Big Cola was named by CCTV, and mobile phone quality/after-sales is still a problem

The gray mobile phone purchased by consumers does not have the 4G logo compared with the same mobile phone.

Tencent Digital News is approaching the 3.15 Consumer Rights Day every year, and the amount of exposure to various unqualified products and after-sales problems on the Internet will increase significantly. In recent years, issues such as smartphone privacy and security, after-sales services, etc. have attracted widespread attention from the media and consumers. On the eve of 3.15 this year, two domestic mobile phone manufacturers, Meizu and Big Cola (currently discontinued), were named by CCTV (Finance) respectively.

We learned from the official Weibo released by CCTV Finance that users of Big Cola 3 said that the product had quality problems such as self-cracking of the Home button and fast battery consumption, while Meizu’s problem was that the Meizu 2 Telecom customized version mobile phone sold in its Tmall official flagship store was suspected to be a refurbished product (it did not support Telecom 4G, and the charging interface had obvious traces of plugging and unplugging). As of press time, neither mobile phone manufacturer had responded to the incident.

Although the above is an example, exposure to issues such as smartphone product quality, privacy and security can also be said to be common. In addition,

It is understood that in 2015, the national industry and commerce administrative organs accepted 122,800 mobile phone complaints, ranking first in commodity complaints for seven consecutive years. And in mobile phone complaints, quality, after-sales services, contracts, etc. have become the main problems of mobile phone complaints.

It is hoped that relevant manufacturers can strictly standardize the production and outbound process of products, attach great importance to product problems, and communicate with consumers in a timely manner when problems arise. When purchasing a mobile phone, consumers should carefully check the storage capacity, usage, and network status of the mobile phone, and keep relevant purchase invoices, vouchers, or online shopping screenshots, and consultation information for use when providing evidence for rights protection. In addition, relevant regulatory authorities should also play a more effective regulatory role.

The following is the original text of CCTV’s financial exposure:

The No. 3 hot complaint was released at the 3.15 party – mobile phone consumption

In recent years, mobile phone consumer groups are growing. In 2015, domestic mobile phone shipments have exceeded 500 million, and the rapid growth of the market has also made mobile phone consumer disputes high. In 2015, the national industry and commerce administration accepted 122,800 mobile phone complaints, ranking first in commodity complaints for seven consecutive years.

In 2016, among the mobile phone complaints received by the March 15 party interactive platform, quality, after-sales services, and contracts were the three major issues involving mobile phone complaints. Consumer complaints mainly focused on: 1. Mobile phones are prone to performance failures such as blurry screen black screen, death, and unstable signal; 2. Long after-sales maintenance cycle, failure to fulfill the "three guarantees" obligation of mobile phones, etc.; 3. Some dealers are suspected of selling counterfeit and refurbished machines.

First, mobile phones frequently crash, blurry screen black screen, unstable signal, WiFi disconnection… With the rapid growth of mobile phone sales, mobile phone quality has also become a major problem plaguing consumers.

Case 1:

In November 2015, Mr. Qi from Harbin bought a dual Netcom high-end mobile phone in the mall. A few days later, the mobile phone experienced WiFi disconnection (the WiFi connection showed normal, but the Internet could not be accessed normally). Mr. Qi contacted the mobile phone company, but the other party did not think it was a quality problem. MediaTek joint stock company, a provider of mobile WiFi hardware, said on its official Weibo:

"After investigation, it was found that the WiFi outage situation is due to the low probability of occasional outage caused by a small number of mobile end points using the chip when paired with some versions of the software. Users can download the software upgrade through the mobile end point recently to solve this problem."

Mobile phones using this hardware involve many brands, and in fact, software upgrades alone do not completely solve the problem of disconnection.

(The WiFi connection shows normal, but the Internet cannot be accessed normally)

Second, once the mobile phone has various quality problems, whether it can be repaired in time, whether it can strictly implement the "three guarantees" regulations of the mobile phone, and whether it can be done without delay or prevarication, and whether it can give consumers a satisfactory solution as soon as possible has become an important issue for testing "online and offline" mobile phone dealers and manufacturers.

Case 2:

On December 9, 2014, Mr. Fan in Beijing purchased two Big Cola 3 mobile phones through crowdfunding. This mobile phone claims to be "free replacement for life with the latest flagship model" and has a hard "sapphire screen". However, after only four or five months of use, the mobile phone has frequent problems: the so-called "sapphire screen" is not wear-resistant and easy to break, the home button of the mobile phone has self-cracking, GPS positioning problems, battery power consumption is very fast, etc. Subsequently, Mr. Fan and many buyers with the same problem made repair requests to the manufacturer and after-sales service, but there was no follow-up for several months. Nowadays, not only is there no "free replacement", but even the minimum after-sales maintenance cannot be guaranteed.

(Mr. Fan’s mobile phone order)

Third, in recent years, the price of mobile phones, especially domestic mobile phones, has become more and more "close to the people", but there are still some "Li Gui" suspected of selling counterfeit, refurbished, and shoddy "Li Gui" constantly "disturbing the people". Manufacturers, distributors, sales personnel… Who is infringing on the rights and interests of consumers?

Case three:

Mr. Ren from Puyang, Henan purchased a Meizu 2 Telecom customized version mobile phone at the official flagship store of Meizu Tmall in November 2015. After receiving the goods, he found that there were obvious differences in the mobile phone packaging box, body and sales pictures, and there were traces of plugging and unplugging the charger interface.

(The charging interface has obvious traces of plugging and unplugging)

(The gray mobile phone purchased by consumers does not have a 4G logo compared with the same mobile phone)

At the same time, Mr. Ren also found that the original website claimed that "China Telecom Customized Edition can support Telecom Tianyi 4G", but the mobile phone in hand cannot be connected to 4G Internet at all.

(The promotional page shows "China Telecom Customized Edition can support Telecom Tianyi 4G and Mobile Unicom 2G")

Mr. Ren then contacted the merchant, but the merchant refused to accept it on the grounds that the 7-day return period had passed. Mr. Ren went to Puyang Meizu for after-sales inspection and was surprised to find that the sales date on the test report was October 2015, which was nearly a month earlier than his actual purchase time. On the other hand, the test report also confirmed that only 2G and 3G networks can be used on this mobile phone. Mr. Ren believed that this was a refurbished machine. After contacting the seller, the other party did not give any explanation.

(Test report issued by the mobile phone after sales)

Case 4:

In August 2015, Mr. Wang of Henan purchased a iPhone 6Plus on the first floor of Unicom Building in Zhoukou City. At that time, he found that there was slight shaking in the mobile phone. He mistakenly thought it was the loosening caused by the gap between the newly installed mobile phone protective case (to prevent surface wear) and the mobile phone. But a few days later, he removed the mobile phone case and found that the shaking was obviously from the inside of the mobile phone. Since Mr. Wang was working in Zhuhai, he checked at Apple Zhuhai After-sales Repair Center and learned that the reason was that the battery in the mobile phone was not stuck well. The staff then sent the faulty mobile phone to Apple’s after-sales headquarters for inspection. Unexpectedly, Mr. Wang was told a few days later that his mobile phone had been dismantled privately, and the test could not pass and could not

Mr. Wang was puzzled. After all, the mobile phone he had just bought was still within the quality assurance period, so he didn’t need to disassemble it himself. Was the mobile phone battery a quality problem or a human cause? Mr. Wang didn’t know who could give him a clear explanation.

(Zhuhai After-sales Maintenance Center found that the shaking came from the battery not sticking at all)

(Apple’s after-sales headquarters gives the test results that the mobile phone has been opened privately)

According to statistics provided by the State Administration for Industry and Commerce, complaints involving mobile phones across the country are mainly concentrated in Guangdong, Zhejiang, Hubei, Jiangsu and Shandong, accounting for 56.1% of all complaints.

Distribution of mobile phone complaints by province and city

As an irreplaceable personal item in daily life, the role of mobile phones has long exceeded that of simple communication tools, and is inseparable from our clothing, food, housing and transportation. However, with the increasing sales of mobile phones year by year, the increasingly powerful functions of mobile phones, and complaints about mobile phones are also on the rise. This cannot fail to sound a loud alarm for all "online and offline" mobile phone manufacturers and distributors.