Core Viewpoint - After-sales service is as important as the product itself in modern consumer society, yet it often becomes a major headache for consumers due to various issues [1][2]. Group 1: Root Causes of After-sales Issues - One reason for after-sales anxiety is "information asymmetry," where consumers are in a weaker position during purchase and rely on the information provided by companies to assess product quality [4][5]. - When problems arise, consumers must navigate the company's system to determine responsibility and standards, often losing their initiative in the after-sales process [6][7]. - Another reason is "uncertainty of efficiency," where many complaints stem from lengthy processes rather than poor outcomes, leading to feelings of being "put on hold" [8][9][10]. Group 2: Consumer Options - Consumers have various avenues to address after-sales difficulties, with direct negotiation with the seller being the most common approach for minor issues [12][13]. - For e-commerce platforms, internal customer service systems can resolve some refund, exchange, or warranty requests [14]. - If negotiations fail, consumers can file complaints with official regulatory bodies, such as the "12315" system, which covers product quality, service commitments, and price disputes [15][16][17][18]. Group 3: Role of Public Platforms - Increasingly, consumers are opting to publicly address their issues online, with third-party complaint platforms like "Black Cat Complaints" providing a visible space for grievances [19][20]. - These platforms allow users to submit complaints, upload order screenshots and communication records, and track the progress of their issues, promoting transparency [21]. - The existence of such platforms encourages companies to improve service quality, as complaints can directly impact their brand image, and they often respond proactively to issues raised [22]. Group 4: Trust Restoration - After-sales service is crucial not only for problem resolution but also for restoring trust between consumers and companies [25][26]. - Consumers are more likely to choose the same brand again not because the product is flawless, but due to the company's response to issues when they arise [27]. - The presence of complaint platforms fosters a cycle of trust, as companies become more aware of the need for process standardization and communication speed when issues are made public [28].

Core Viewpoint - A series of gas leaks have been reported in gas water heaters manufactured by Midea Kitchen and Bath Appliances in the Fangzhi Gu Cangfu community in Shenzhen, raising safety concerns among residents and prompting investigations by local authorities [3][4][8]. Summary by Relevant Sections Incident Overview - Residents in the Fangzhi Gu Cangfu community reported multiple instances of gas leaks from Midea brand gas water heaters since last year, with the issue being linked to the heater's body leaking gas [3][4]. - The gas company and market supervision departments have intervened, but the heaters are already in use, making it impossible to conduct product sampling inspections [7][8]. User Experiences - Multiple users, including a resident named Mr. Zhu, reported that their heaters displayed an "E6" fault code before suddenly leaking gas without warning [4][5]. - Mr. Zhu's experience included a strong gas smell detected in his home, leading to emergency measures to shut off the gas supply [4]. Manufacturer and Developer Involvement - The gas water heaters were installed as part of the property’s finishing by the developer, Guangdong Fangzhi Group Co., Ltd., and are under warranty for six years [6][8]. - Midea Kitchen and Bath Appliances has not yet responded to the incident, and residents have expressed dissatisfaction with the company's customer service regarding replacement requests [5][8]. Regulatory Response - The Shenzhen Market Supervision Bureau has advised residents to contact the developer or manufacturer for repairs or replacements, emphasizing the need for safety checks [8]. - The regulatory body has noted that the heaters are currently in use, complicating the ability to determine whether the issues stem from manufacturing defects or user error [8]. Safety Concerns - The situation highlights broader concerns regarding product quality and safety oversight, with calls for proactive measures from manufacturers to address potential hazards rather than reactive customer service [8].

Core Viewpoint - The article highlights a consumer's frustration with Gree's after-sales service regarding warranty claims for air conditioners, raising questions about the accountability of companies in honoring promotional warranties [1][2][4]. Group 1: Consumer Experience - A consumer named Mr. Zhang faced issues with Gree's after-sales service when trying to claim a warranty for air conditioners purchased in 2017, which included extended warranty cards [1]. - Despite having physical proof of the extended warranty, Gree's customer service claimed that the warranty was not recorded in their system, leading to confusion and dissatisfaction [2]. - The consumer was advised to contact the original seller for warranty issues, but after eight years, he found it difficult to reach the seller [2]. Group 2: Company Accountability - Gree's customer service stated that the extended warranty cards were a promotional activity by the seller and not directly linked to Gree, raising concerns about the company's responsibility in such cases [2][3]. - The article questions the reliability of physical warranty cards when the company's electronic records do not match, suggesting a disconnect between consumer expectations and corporate practices [4]. - The lack of clarity regarding the relationship between Gree and the service provider, 盛世优创, further complicates the situation, as Gree did not confirm whether the service provider was an official partner [3].

Core Viewpoint - The recent "3C ban" on power banks has raised consumer concerns about product safety and compliance, leading to increased scrutiny of brands like Romoss, which has faced backlash over customer service responses and product recalls [1][4][21]. Group 1: Consumer Reactions - Consumers are urgently checking their power banks for compliance with the new regulations and some are seeking refunds due to safety concerns [1][4]. - A specific incident involving Romoss customer service escalated when a consumer was met with dismissive responses while trying to return a non-compliant product, highlighting poor customer service [4][9][12]. - The public reaction is divided, with some supporting consumer rights and others defending the customer service representative's stance [14][16][19]. Group 2: Product Quality Issues - Romoss has a history of product quality issues, having previously recalled over 3,000 power banks in 2019 due to safety risks related to battery assembly [21]. - The current recall involves approximately 491,745 units produced between June 5, 2023, and July 31, 2024, due to potential overheating and fire risks [23][24]. - The lack of 3C certification for many older Romoss products has severely limited their usability, creating a dilemma for both consumers and the brand [24]. Group 3: Recall and Response Challenges - Romoss has proposed a recall plan that includes offering replacements or refunds, but requires consumers to handle shipping, which has been criticized as inadequate [24][25]. - Major courier companies have refused to accept recalled products due to safety concerns, complicating the recall process [25]. - The brand's suggested method for disposing of non-compliant power banks has been met with skepticism and criticism, contrasting with more consumer-friendly approaches taken by competitors [25][26]. Group 4: Market Implications - The controversy has led to a surge in second-hand power bank sales on platforms like Xianyu, with many products being marketed as "airport goods," raising concerns about their authenticity and safety [26][27]. - The presence of counterfeit and substandard products in the market poses significant risks to consumer safety, exacerbating the fallout from the Romoss situation [27][28]. - The overall industry reputation may suffer if brands do not prioritize product safety and customer service, potentially harming consumer trust [28].

题图｜AI生成 又是一年618，大家的购物欲望似乎没那么"疯狂"。在网购便利的日常，想买什么就随手买了。尤其 是，有了"七天无理由"后，消费者们都被"惯坏"了。 当下，"早买早享受"的即时满足文化，让年轻人们对售后保障愈发看重。 毕竟，冲动消费后的"兜 底"才是猛猛下单的底气。 不光是日用品、衣物这些到货即能看到"对不对版"的小件随手边逛边买，需要使用一段时间才能有感 知的小家电，也得拥有"长期可退"的掌控感。不过，多数家电产品都只支持"1年保修，2年质保"，国 家"三包"也只有7-15年退换期。 当人们大谈消费升级时，却常常忽略了家电消费中的服务升级。 这种情况，或许是时候改变了。 "七天无理由"已满足不了当下年轻人，小家电的"赏味期限"也该拉 长一些了。 小家电，售后难 今年的618消费季，格外热闹。国补政策利好下，家电产品由8类扩容至12类，将电饭煲、微波炉、 净水器、洗碗机等4类产品纳入补贴范围，单件最高可享受销售价格20％的补贴，补贴政策持续加 码。 当价格不是问题的时候，消费者的"纠结"就从PK质量、性能这种纯"工具价值"，到对比和索要购物 所带来的软性"情绪价值"。 当"七天无理由"成为习惯，当 ...