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by National Library of Scotland

Article by hi joiney

According to Canon forecast, China is likely to replace the 2015 the United States as the world’s largestDigitalCamera market. Growth in sales year after year, while China’s digital camera industry has been facing after-salesServiceKeep up the problem. Recent years, digital cameras, consumers rapid access to more and more families, while the rapid expansion in the market, but hardly satisfactory after-sales service. ChinaElectronicConsumer Electronics Association survey office for two consecutive years of market research data, digital camera product in the course of defective ratio was maintained at 10% -12%, higher thanRefrigerator, Washing machines, color TV and other traditional appliances. IT consumer market in China 3? 15 year survey, over 70% of consumers purchase within one year after a fault, fault mainly in batteries,Liquid crystal screen, Shot quality, the 50% of consumers would choose to exclude relevant professional service point failure, the consumers that the digital camera repair problems that exist in the three distribution networks less maintenance cost is too high, look for excuses not to repairWarrantyInner product, respectively, by 26.16% of those surveyed, 25.83%, 25.17%. High growth markets is hidden behind the high failure rate, this can not but say that the digital camera industry bottleneck. Consumer recourse in the face of the camera manufacturers or distributors fault, they were faced with their passing the buck, sarcastic remarks, high maintenance costs, repair processes, confusion, lack of transparency in the maintenance process, and ongoing maintenance time was prolonged and other problems that make the major brands of digital cameras are widely criticized because of after-sales service. Collected a year’s service in the field of digital cameras, consumerComplaintsThe seven most concentrated areas of typical cases, accompanied by appropriate warning to alert the relevant enterprises, but also to remind consumers, potentially Mo. Issue 1: Outsourcing is not standardized Case: Beijing Consumer TUNG at July 18, 2009 bought a certain brand of digital camera, use less than 3 months, the charger connection is bad, can not be charged, at a service point of maintenance, the results met that every means shirk. Reception staff told Mr TUNG need to pay for the first charger connection. TUNG to remind staff of the camera to buy less than 3 months, should belong to the free maintenance, reception staff will answer “no warranty charger connection.” TUNG asked reception if they can identify the brand of quality assurance and three bags of how the provisions of the State, the reception staff could not decide in favor of the counter next to the reception staff asked whether the warranty, the answer “to the warranty.” But the reception staff told Mr TUNG: charger connection is not original, and therefore can not guarantee, Mr TUNG ask “Why this is not the original judge that?” The receptionist told: “original line length is not the body.” Dong Mr. perfunctory explanation of this very angry and asked the receptionist to provide a clear criterion to determine whether the original charger connection, the result reception staff answer is even more unacceptable, even “the original line length, leave the line short. ” Mr TUNG asked: “If the fake and the original charger to connect to do the same as long, then how can you judge it?” Later, Mr TUNG findSell, Sales manager told him to repair the wrong point. TUNG to outsource the maintenance of that home is the point, this point is purely to maintain for the purpose of profit. Sales manager said that they generally recommend that users do not be afraid Way away trouble to manufacturers point directly under the special repair service, so that the relatively more secure. Reminder: digital camera repair a variety of channels to choose from, one special service center, and second, distributors, third is the small private repair shop, poor reliability of the latter two. Now internationally renowned manufacturers have part of his business to outsource maintenance to a number of private shops in order to concentrate on core business, while reducing operating costs. But these points tend to outsource maintenance of the user sorts of obstacles, the purpose is to make consumers pay. Therefore, the choice of maintenance points, the best choice factory authorized service center directly under the more reassuring. Problem II: replacement parts without permission

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