When the mobile phone screen leaks, how can consumers protect their rights? How should manufacturers balance profits and services? This controversy makes people reflect: Is the after-sales service of high-end mobile phones really high-end?
A lady bought a Huawei MateX5 for 17,000 yuan, but the screen leaked a month later. When I contacted Huawei customer service, I was told that it was not covered by the warranty and that I had to repair it at my own expense. This makes her angry!
The "butterfly effect" caused by screen leakage
On July 16, 2024, a lady bought a MateX5 mobile phone from Huawei's official channels and spent 17,000 oceans. Who knows, on August 14, there were traces of leakage on the screen. This frightened her, and she quickly contacted Huawei after-sales service.
However, Huawei's reply from customer service surprised her. The customer service said that the screen leakage is not covered by the warranty and needs to be repaired at your own expense. Unconvinced, the woman contacted 5 more customer service providers, and the answers were the same.
In desperation, she had no choice but to post on social media to complain. Unexpectedly, this one was unbelievable, which sparked a heated discussion among netizens. Some sympathize with her plight, some question Huawei's after-sales service, and others compare it with other brands.
Huawei officials quickly responded, saying that the screen leakage was caused by external pressure and was man-made damage. This is good, but the controversy is even greater. Netizens have said: Leakage in a month, is there a problem with the quality? 17,000 yuan to buy a mobile phone, just this service attitude?
How "high-end" is the after-sales service of high-end mobile phones?
To be honest, this situation is really depressing. Spend a lot of money on high-end mobile phones, just to use them comfortably. As a result, there was a problem after a month, and it had to be repaired at its own expense.
Some netizens joked: "It's okay now, if you buy a mobile phone, you have to have a nanny to serve you every day." "It's true that mobile phones are getting more expensive nowadays, but the quality and service don't seem to keep up.
According to a technology media report, the number of after-sales complaints in the mobile phone industry has been rising in recent years. In 2023, a platform alone received more than 100,000 mobile phone-related complaints, of which after-sales service problems accounted for 40%.
An industry insider revealed: "Now the mobile phone is updated too fast, manufacturers pay more attention to new product development and marketing, and do not pay enough attention to after-sales service." This is true, but consumers don't buy it.
How to balance the profits and services of mobile phone manufacturers?
At the end of the day, it's a matter of balance. Of course, mobile phone manufacturers want to make money, but if they ignore the rights and interests of consumers, they may end up losing more.
An economist analyzed: "The profit margin of high-end mobile phones is usually between 30% and 40%. If a small percentage of profits can be used to improve after-sales service, it will not only increase customer satisfaction, but also strengthen brand loyalty. "
It is true that good after-sales service may increase the cost, but the brand effect and reputation brought may be more valuable. Think about it, if Huawei happily replaced the lady with a new mobile phone this time, would it win the favor of more consumers?
But then again, consumers can't be too demanding. After all, mobile phones are precision electronic products, and some problems will inevitably arise in use. The key is how the vendor deals with these issues, whether it is perfunctory or genuinely solved.
How to improve after-sales service in the mobile phone industry?
In fact, it is not difficult to improve after-sales service, the key is to have sincerity. For example, it is possible to extend the warranty period, simplify the repair process, provide on-site service, etc.
One expert suggested: "Mobile phone manufacturers can learn from the practices of the automotive industry and provide longer warranties and more comprehensive after-sales services." "Indeed, think about it, buying a car with more than 100,000 yuan can be guaranteed for three years, why buy a mobile phone with 10,000 or 20,000 yuan and only warranty for one year?
Of course, consumers also need to learn to protect their rights. For example, read the warranty terms carefully when purchasing, pay attention to saving the proof of purchase when using, and give timely feedback if there is a problem.
High-end mobile phones require more high-end services
Back to the Huawei MateX5 incident, no matter how it is dealt with in the end, it has sounded the alarm for us: high-end mobile phones need more high-end services.
Someone said: "Mobile phones have become an indispensable part of our lives, and its after-sales service is directly related to the quality of our daily life." This is not wrong at all, especially for high-end mobile phones that cost tens of thousands of yuan.
I hope that this incident will make mobile phone manufacturers pay attention to after-sales service. After all, only by doing a good job in service can we truly win the hearts of consumers. For us consumers, we must also learn to use legal weapons to protect our rights and interests.
It's not easy to buy a mobile phone, and it's even harder to use it well. Manufacturers and consumers need to understand each other and work together to create a good consumption environment. What do you think?