Over the past few weeks, the Xi'an Consumers Association has been inundated with complaints regarding faulty appliance repairs. Many consumers have expressed frustration as their appliances remain unrepaired, and they're unable to locate reliable service providers. The primary issue seems to stem from consumers losing their repair cards or forgetting the official after-sales service contact numbers. In emergencies, many turn to online searches for what they believe to be legitimate after-sales "companies," only to fall victim to fraudulent maintenance services. These unscrupulous operators often lack proper business licenses or physical office locations, making it challenging for consumers to seek justice.
Take the case of Ms. Zhang, whose washing machine broke down. After finding a phone number online—89392663—a repair technician was dispatched, charging over 400 yuan for the service. However, the machine malfunctioned again the following day, and the phone number stopped working. Upon further investigation, it was discovered that this number impersonates several major brands, offering repairs for various appliances. A quick internet search revealed numerous links tied to this number, including those associated with Gree air conditioners, Haier air conditioners, Chunlan air conditioners, Midea air conditioners, and Vantage gas appliances. Each link appeared to belong to an "official" brand after-sales service center, but all shared the same service hotline: 02989392663. When staff members from the city's Consumer Association called, posing as potential customers, the operator claimed to represent Haier's official after-sales service. However, when the true identity of the caller was revealed, the operator denied any knowledge beyond answering calls.
Ms. Li also encountered similar issues with her air conditioner. Unable to cool properly, she reached out to Gree air conditioner after-sales via the internet. The repairman arrived promptly, adding refrigerant and replacing the "high-pressure controller," costing her 730 yuan. Despite the repair, the air conditioner continued to malfunction. When she contacted the repairman again, he ignored her requests. Only after reaching out to Gree's official after-sales service did she learn that the number she had dialed was not affiliated with Gree. Further internet searches showed numerous links connected to this number, including those for Panasonic washing machines, Fangtai gas stoves, Midea water heaters, and Mitsubishi air conditioners.
Mr. Zhang faced a similar predicament when his air conditioner broke down. Searching online for a 400-numbered air conditioner after-sales service, he was visited by a technician who charged him 500 yuan for refrigerant. It soon became apparent that no real repair had taken place. Contacting the technician again resulted in refusal to return. Only after consulting with the brand's official after-sales service did Mr. Zhang discover that no refrigerant had been added during the initial repair. The official service ultimately fixed the air conditioner, replacing the motherboard and adding refrigerant, all for a total of 270 yuan.
The City Consumers Association is urging consumers to stay vigilant. During the warranty period, if appliances fail due to non-consumer misuse, brands are required to provide free maintenance, including parts and labor. Consumers should be wary of repair personnel who push unnecessary part replacements and excessive charges. Additionally, always double-check official after-sales service numbers, as some unscrupulous merchants obtain 400-calls through agencies, masquerading as branded after-sales centers. Lastly, beware of online "rogue" repairmen. Always opt for certified service centers and verify technicians' credentials, work orders, and request detailed repair documentation to avoid headaches and financial loss.
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