Furniture warranty is not regulated, consumer rights protection is trapped

What is the warranty period for furniture? What scope and content does the warranty cover? Many consumers know very little about it. Due to the lack of national standard norms and inadequate market supervision, some merchants deliberately set up warranty “traps” in order to attract consumers and gain benefits. What are the pitfalls in the furniture warranty, and how should consumers protect their rights?

Furniture warranty trap

Many consumers have reported that they have had a fight on the furniture warranty. Some netizens posted that the warranty period on the contract when they bought furniture was 3 years, and the manufacturer promised to be free of charge during the warranty period. However, when there is a problem, the manufacturer first pushes that the non-quality problem is not free of warranty, and then the free warranty is only for the furniture sheet itself, excluding parts and parts, and refuses free maintenance. In the issue of furniture warranty, the business has different opinions, the warranty period is 1 year, 3 years or 5 years, and more promises "a few years warranty, lifetime maintenance", but rarely voluntarily inform the premise and restrictions of the free warranty. Some consumers believe that the warranty of 1-3 years is the lack of integrity of the business, furniture generally have to use the last four or five years to have problems, this time still have consumers to save their own money. Not only the warranty content is limited, but also the identification of quality problems. After the furniture problems, the merchant sent people to check, the result is that the business has the final say. The cost of the quality inspection agency is not cheap. If the identification result is not a quality problem, the cost will be paid out by the consumer. If the money is not saved, the problem will not be solved. In fact, the merchant's after-sales service has warranty terms, but due to the difference in warranty terms, or some non-standard merchants deliberately set up "traps", when problems arise, it is difficult for consumers to defend their rights.

Difficulties in standardization and identification

Zhu Changling, chairman of the China Furniture Association, said that there is no uniform warranty on furniture and building materials in the country. However, consumers who purchase furniture in Beijing can enjoy the furniture according to the "Responsibility Regulations for the Repair, Replacement and Return of Furniture Products in Beijing". Package" service. The "Regulations" point out that: within 90 days from the date of delivery, serious quality problems occur, consumers can choose to return, exchange or repair; products within 180 days from the date of delivery, serious quality problems occur, you can choose to exchange Or repair. At the same time, Zhu Changling told reporters that the industry generally stipulates that the warranty period is one year, and some companies extend the period to three to five years. Ma Juni furniture representative Wang Meng said that in the general one-year warranty period, the merchant will provide a free warranty for the entire furniture including parts, which is customary. Some companies have extended the warranty period and made corresponding changes to the contents of the warranty. Because the national or local industrial and commercial departments do not have corresponding management regulations, many businesses promise that the full warranty is often verbal and not reflected in the contract. The quality problems of furniture products, the product itself, improper installation or improper use are difficult to define, and it is difficult to realize the consumer's after-sales rights protection. Wang Meng said that during the warranty period, if there is a problem with the quality of the product, it can be repaired or adjusted free of charge; however, if the cracking, lifting, damage, etc. need to be exchanged due to improper use, the corresponding maintenance and material costs are required. Consumers solve it themselves. Zhang Dezhi, deputy director of the Consumer Guidance Department of the China Consumers Association, said in an interview that the furniture identification is unclear and the product instruction manual is not provided, so that when the product has quality problems, it promises that it cannot be honored. When consumers face unregulated furniture manufacturers, It is also difficult to solve through normal after-sales service

The case is verbally committed, the contract does not reflect

The reporter visited and found that some small-scale, low-profile companies are ambiguous about the furniture warranty issue and refuse to make a written commitment. In a wardrobe furniture store, the reporter asked about the warranty of the wardrobe. Sales staff told reporters that the brand's warranty period is two years, and problems occurred within two years for free maintenance. Under careful question, the salesperson told reporters that the premise of free maintenance is that the problem is a product quality problem, not a human damage. When the reporter asked if it was a quality problem, who said the final? The salesperson said that the company would send experienced workers to check and said that simple questions do not need to be sent to the quality inspection department. Subsequently, the reporter asked if the furniture is responsible for the problems in the transportation, the sales staff said that this is not a quality problem, not the company responsible. At the request of the reporter, the salesperson of the wardrobe showed their sales contract. Although the contract listed many terms, it did not explain the details and limitations of the free warranty. The salesperson said that the product is fully warranted within two years, including handles, slides, hinges and other components. When the reporter asked to add the details of the full insurance to the contract, the salesperson told the reporter that the contract can only be signed in a uniform style, and the additional provisions do not meet the requirements, and the appraisal authority does not necessarily recognize it. Later, he told reporters that their company is a credible company. As long as they promised consumers, they must abide by them and let reporters feel at ease. Zhu Changling told reporters that the sale and purchase contract can not only add clauses in the contract, but can even write another attachment, which has legal benefits.

Regular dead angle warranty conditions are harsh

Some furniture manufacturers are very demanding on the “one-year warranty”. For example, the scratches and smudges on the furniture are not covered by the warranty; although the warranty does not have to pay, the door-to-door fee is charged. There are also some solid wood furniture that have been deformed due to changes in water content, and there is no warranty. The manufacturer pointed out that only hardware and other accessories fall off before they are repaired. In addition, “man-made damage” is a non-warranty scope set by many furniture brands, but what is included in “man-made damage”, but no brand makes it clear.

Do not provide invoices to evade responsibility

Except for a small number of more standardized businesses, most furniture does not issue a product description at the time of sale to clarify the warranty liability. Some furniture are sold without official invoices, only receipts or invoices, and even few salespeople actively introduce after-sales services to consumers.

Industry claims put verbal commitments into the contract

Zhu Changling, chairman of the China Furniture Association, has some omissions in the state supervision mechanism. The laws, regulations and management methods have not kept up with the development of the market. They have not paid enough attention to the details of the furniture warranty and maintenance, or lack relevant knowledge. Correspondingly sound and clear laws and regulations are the reasons why some enterprises use the rules to make money. In addition, consumers themselves lack self-protection awareness, unilaterally listen to manufacturers propaganda, do not have a detailed understanding of enterprises and products, do not understand the relevant rules and regulations, and the awareness of rights protection is not strong enough. When signing a contract, the manufacturer’s verbal commitments are often not implemented in writing, resulting in no disputes when there is a dispute. Remind consumers to save relevant contracts and evidence. If there is a problem, they can negotiate with the merchant to solve the problem, and then ask the store, consumer association for help, and finally seek resolution from the court.

Poor cooperation between manufacturers and distributors

Wang Jianguo, general manager of the Federal Furniture Beijing Company, has a low threshold for the furniture industry and a serious mixed phenomenon. Some so-called dealers are not loyal to the brand they represent, and the after-sales service provided is not qualified. Manufacturers often do not have the ability to complete services remotely, which leads to after-sales disputes. Home furnishing companies only face complaints after sale, and strictly check the links to find out the crux of the problem and provide solutions that satisfy consumers. This will not only damage the reputation of the brand, but also win the respect and recognition of consumers for the company. Effect.  

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