Over the past week or so, the Xi’an Consumers Association has been flooded with complaints regarding the repair of household appliances. Many consumers have found themselves unable to get their appliances fixed, and even worse, they can’t track down the service providers. The primary issue seems to stem from consumers losing their repair cards or forgetting the after-sales service phone numbers. In urgent situations, they often turn to online searches for what they believe to be official after-sales service companies. Unfortunately, this has led to numerous cases of rogue repair services misleading consumers and causing significant financial losses. Most of these unscrupulous operators lack proper business licenses and physical office locations, making it difficult for consumers to seek redress.
Ms. Zhang recently experienced this firsthand when her washing machine broke down. She found a phone number, 89392663, listed online for after-sales service. A repair technician was dispatched, and she ended up paying over 400 yuan for the repair. However, the washing machine malfunctioned again the very next day. When she tried to contact the same number, it was out of service. Out of desperation, she double-checked the after-sales number online and discovered that it claimed to represent multiple brands, offering repairs for various household appliances. The city’s Consumers Association also conducted a search on Baidu and found numerous links associated with this number, such as Gree air conditioners, Haier air conditioners, Chunlan air conditioners, Midea air conditioners, and Vantage gas appliances. Each link appeared to lead to a website impersonating an official after-sales service center for the respective brand, all sharing the same service hotline, 02989392663. When the Consumers Association staff called the number posing as a Haier customer, the operator confirmed it was an official after-sales line. However, when the association revealed its true identity to address the consumer's complaint, the operator denied any knowledge beyond answering the phone.
Ms. Li had a similar experience with her air conditioner, which stopped cooling properly. She located Gree air conditioner after-sales service online and contacted them. A repairman was promptly dispatched, and after adding refrigerant and replacing what was described as a “high-pressure controller,†she paid 730 yuan for the repairs. Yet, the air conditioner continued to malfunction. When she reached out to the repairman again, he refused to return. Eventually, she contacted Gree’s official after-sales service directly, and they informed her that the number she had used was not affiliated with Gree. Further internet searches revealed that this number linked to a variety of home appliance repair sites, including those for Panasonic washing machines, Fangtai gas stoves, Midea water heaters, and Mitsubishi air conditioners.
Mr. Zhang also fell victim to a rogue repair service. His air conditioner stopped functioning, and after searching online for an official 400-numbered after-sales line, a repairman arrived and charged him 500 yuan for adding refrigerant. The air conditioner still wasn’t fixed. When he attempted to contact the repairman again, he was ignored. Later, after consulting with the legitimate brand’s after-sales service, he learned that no refrigerant had actually been added during the initial repair. Ultimately, the brand’s authorized service center fixed the air conditioner by replacing the motherboard and adding refrigerant for a total of just 270 yuan.
The city’s Consumers Association is urging consumers to be cautious. During the warranty period, brands are responsible for free maintenance (including parts and labor) unless the malfunction is due to misuse. Consumers should be wary of repair technicians who insist on replacing parts and charging exorbitant fees. Additionally, they should verify the authenticity of official after-sales service numbers, as some unscrupulous merchants obtain 400 numbers through agencies to pose as branded after-sales centers. Lastly, consumers should avoid falling prey to unauthorized online repair services. Always opt for a qualified service center, and ensure that repair personnel present valid work permits and invoices to avoid unnecessary trouble and financial loss.
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