Autumn has always been the peak season for decoration. Various disputes are also easy to come by. There are problems in decoration and construction, low quality of the floor and untimely delivery of furniture. In the face of complicated household disputes, most consumers often do not care. Clearly, the road to rights protection has become so difficult. If you want to resolve home-related disputes quickly and successfully, you must find the right path.
Case 1
Ms. Liu, who lives in Xicheng District, bought a number of laminate flooring at a home store. After the floor was laid, she found that the gap between the panels was large and it was common in the living room and bedroom.
In the face of such problems, the manufacturers did not show a positive attitude. So Ms. Liu reflected the situation to the store. The store customer service staff came to the conclusion that there was a problem with the quality of the floor after surveying the site. The next day, the buyer and the seller were on-site mediation. Finally, Ms. Liu got a satisfactory solution.
Comments: Ms. Liu's rights-protection ideas are clear. When it is impossible to reach an agreement with the manufacturer, the problem will be quickly reflected in the after-sales department of the store. Due to the quality problems of the products, the problems were quickly solved under the promotion of the store.
Case 2
Ms. Li, who lives in Haidian District, purchased a batch of solid wood floor heating in a building materials market outside the East Fifth Ring. After the heating season began, the floor was severely deformed. Because the contract is not standardized, the two parties hold the same word in the sales link, and the seller is unwilling to make compensation. The store is not positive about this attitude. In desperation, Ms. Li contacted the Consumers Association and the Floor Association, but still did not reach an optimal solution.
Comments: Although Ms. Li has contacted the manufacturers and stores, and even asked the association to mediate, but because the building materials market management mode is not binding on the manufacturers, and the brand is not a member of the floor association, not subject to the association, so the final solution Also not satisfactory.
Case 3
Ms. Chen, who lives in Fengtai District, found that after the construction company completed the construction, the telephone in the home could not be used normally due to the line problem, so she contacted the foreman for repair. However, due to unclear responsibilities and cumbersome maintenance, the foreman was somewhat sloppy. In the face of this situation, Ms. Chen still argues with the foreman about the issue of responsibility, and this stalemate has lasted for more than half a month.
Comments: After the dispute, Ms. Chen did not contact the after-sales department of the decoration company, but continued to entangle with the foreman, so that the problem has not been properly resolved.
Channel 1: Direct contact with the company's after-sales department
In the field of home improvement, most home improvement companies adopt the responsibility of the foreman. When encountering problems or disputes, the consumer can negotiate with the foreman, or they can report the situation to the after-sales department of the home improvement company.
The reporter learned from the present decoration that if the consumer feels dissatisfied or encounters problems during the renovation process, most of the home improvement companies will contact the consumer within 24 hours after receiving the complaint, and send a special person to the site within 48 hours. For the fact that the facts are conclusive and the fault is obviously in the decoration side, the company will generally deal with it as soon as possible from the perspective of consumers to avoid delays in construction.
However, for furniture and flooring companies, especially those headquartered in foreign countries, their sales and after-sales in Beijing are mostly borne by dealers. Some dealers will have a dodge when dealing with disputes in order to ensure the interests.
Applicable conditions:
The respondent enterprise is large in scale and has a sound management system.
Enterprises with a certain scale and brand awareness usually pay great attention to corporate reputation. Therefore, as long as the problems pointed out by consumers are reasonable and the compensation conditions are reasonable, they can be effectively and quickly solved. However, in the face of small businesses, dispute resolution is often not so smooth, and the situation of “short protection†often occurs. If consumers do not provide sufficient evidence, they will often fall into a "skinning" situation with these companies, and the final solution will often not satisfy consumers.
Channel 2: Negotiating with the home store
As a home store that provides product sales venues to enterprises, it also has corresponding responsibilities for disputes arising during the consumption process. Therefore, when the consumer fails to communicate with the dealer or the corporate headquarters, even in the process of communication, the situation can be reflected to the home store where the seller is located. However, it should be reminded that when the consumer signs a contract with the merchant, it is best to use the unified model provided by the store. In addition to requiring the seller to stamp, it is also necessary to stamp the contract with the store at the store, which is equivalent to the contract. On the "double insurance."
Applicable conditions:
The brand of the store where the product is sold has a high reputation and is binding on the company.
At present, many home stores on the market have put forward the "first pay" promise, and these are all from the binding force of the store to the entry enterprises. It is understood that many large home stores will impose a deposit on the merchants in the store in order to restrict the company when dealing with disputes.
However, those building materials that are relatively chaotic in management usually do not have a store threshold, and the management model is relatively extensive, and it is almost non-binding to the seller. In this case, even if the contract of the building materials city is stamped during the shopping, in the event of a dispute The mediation role that the building materials city can play is also extremely limited.
Channel 3: Seeking help from consumer associations
When consumers encounter problems in the process of decoration and communicate with the company, many people first think of complaints to the Consumers Association. When making a complaint, it is necessary to have a clear object of the complaint, and provide the respondent's accurate address, telephone number and other information, so that the staff of the association can contact the respondent. Consumers also need to provide relevant evidence, such as invoices, contracts, and so on. If the two parties agree on the facts, the staff member will ask the respondent to give evidence. If the responsibility is on the respondent, the Consumers Association will come forward to mediate.
Applicable conditions:
The accused enterprise has a certain scale and relatively complete management.
It is understood that not all complaints can be successfully mediated by the Consumers Association. There are many reasons for the unsuccessful mediation, including the fact that the two parties have not reached an agreement on compensation, and there are also cases where consumers demand unreasonable or home businesses refuse to accept mediation. Because there is no relationship between management and management between consumer associations and home improvement companies and furniture and building materials companies. This means that both parties to the mediation have the right to choose to accept or abandon the mediation results of the Consumers Association. Usually, disputes are easy to occur in some small-scale, poorly managed home improvement, furniture and building materials enterprises. Because of the low quality of their employees, disputes are often difficult to mediate.
Channel 4: Complaints to industry associations
When encountering household disputes, complaints from relevant industry associations are also one of the ways to solve the problem. Most industry associations have a consultation and complaints department. Take the Beijing Building Decoration Association as an example. It has a home improvement committee with dozens of member units and a special consulting and complaints department.
Liu Shuyun, the Consultation and Complaint Department of the Beijing Building Decoration Association's Home Improvement Committee, told the reporter that after receiving the complaint, the staff with certain professional knowledge will make a preliminary judgment on the crux of the problem. If the fault is obvious in the decoration company, the staff will get in touch with the home improvement company that has been complained, and the parties will interview the association. For cases with complicated reasons, the association will send staff or industry experts to the site for responsibility identification, and then further coordinate the work after dividing the responsibility.
Applicable conditions:
The responded enterprise is a member unit of the association.
Gao Zhihua, executive vice president of the China Wood and Wood Products Circulation Association, said that if the respondent is a member of the association, the association is the organizer and manager of its member units and has certain authority. In the case of mediation, companies will at least use a positive attitude to solve the problem. However, for non-member members, the deterrence of the association is small.
In fact, complaints against non-member companies tend to account for the vast majority. Liu Shuyun told reporters that some consumers did not even have the address or telephone number of the home improvement company, which brought great inconvenience to the coordination work of the association. Even if some consumers provide the contact information of the home improvement company, the company often ignores the association because the company is not managed by the association. In this case, the association has no enforcement power, and only the solution that can make up for the status quo is provided to the consumers.
Channel 5: Solve through legal channels
Consumers can also take legal arbitration when they encounter household disputes. However, arbitration requires a clear agreement between the parties. If the parties have not agreed in advance, they can negotiate afterwards and the parties agree to submit the arbitration to the arbitration institution.
Need to be reminded that the above five complaint channels are parallel relationships, there is no order. However, if the consumer chooses arbitration or prosecution, then the previous mediation channels will no longer mediate the case.
Applicable conditions:
Consumers lose a lot and have enough time and energy to respond.
Unlike mediation methods in other channels, the judgments of arbitration institutions and courts are mandatory. However, it is understood that only a very small number of consumers choose this method. On the one hand, because the judicial channels take a long time, and in order to facilitate the collection of evidence, the house needs to remain the same, which will undoubtedly delay the stay. In addition, the resolution of disputes through legal channels requires a certain amount of expenses, and most consumers believe that this is not worth the effort.
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