How can solid wood flooring produce "measles"?
At the end of August last year, Mr. Hua, who lives in Huajing Garden, purchased a two-winged bean solid wood floor. The effect after installation made him very satisfied. I did not expect that the floor did not take long to make some small pockmarks. "It looks like measles in the far distance," Mr. Hua described.
Mr. Hua found the after-sales service personnel of the floor dealers. They told him after the door-to-door inspection: "The pitting on the floor is caused by excessive paint," and promised to replace the floor with pitting. However, when the local board merchants came to the door for the second time, they changed their mouths and said: "The pockmark is not a quality problem, and it does not affect the use, and the replacement is troublesome," and said that "the floor can be exchanged or not." This annoyed Mr. Hua, and the two sides made it unpleasant.
"Aside from the problem of floor quality, it is hard to accept the attitude of the company." Mr. Hua said that when buying the floor, the floor dealer treats him like "God." After the problem can occur, the attitude is fickle, and the problem has not been solved. In desperation, Mr. Hua scored a hotline complaint on the “3.15 home security three-person lineâ€.
Two different telephone calls
After receiving the complaint from Mr. Hua, the reporter immediately contacted the floor dealer. A person in charge told reporters that the so-called "pitting" is a species of two-winged beans, not a quality reason. The reason why the problem has been unresolved for a long time is entirely because Mr. Hua is "unreasonable."
Since "the pockmark is the wood itself", why did it not appear at the beginning of the laying? Why did the after-sales staff go to the door for the first time and why is it called "is caused by excessive paint?" In this regard, the person in charge actually explained: "We are just dealers, not familiar with the production process of the floor, and do not understand the paint process." The person in charge even complained to the reporter: "This Mr. Hua is too annoying, let People can't stand it!"
After about an hour, for some reason, the person in charge said in a second call with the reporter that the pitting appeared was a partial bump caused by uneven paint, but only one floor had this problem. It is reported that they have already negotiated with Mr. Hua and will solve the problem as soon as possible.
Expert Reviews
Whoever sells is responsible for the after-sales
"This kind of dispute is very common in the industry, the level of floor distributors is not high, and it will have an impact on after-sales." Zhang Xiaoqiang, director of the floor committee of Nanjing Decoration Industry Association Materials Committee, said that the solid wood floor has its own attributes. , after the after-sales requirements are very high. If the floor dealer's distribution level is not high and the professionalism is not enough, it is difficult to do after-sales service.
According to reports, the floor will usually set up a regional general agent in the retail sector, and the general agent will be divided into many levels, such as the first, second and third level distribution agents. The general agent level is very resourceful and professional, and the after-sales is very good. Other levels of dealers are relatively weak after-sales due to resource and professional restrictions. The biggest disadvantage of solid wood flooring is that it is easily deformed. Therefore, if the production process and maintenance are not in place, quality problems are likely to occur. In addition, low-level dealers are not in place after sales, resulting in a large number of disputes.
There is a pitting on the floor. If the human factor is excluded, it is very likely that the process is not related to the production process. Such products, regular manufacturers will be included in the scope of non-conformity, it is impossible to enter the market. If the unqualified products enter the market, the manufacturer and the distributor must be responsible.
Who sells the floor, whoever has to be responsible for the after-sales service, the floor dealer's responsibility to evade will only lead to problems. He reminded consumers that it is best to choose a brand with a post-sales strength and a high-level dealer to buy solid wood flooring, and retain the original credentials in order to protect the rights after the problem occurs.
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