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].