Spicy Review • Issue 25
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Watch the various aspects of the pottery industry quietly, and comment on the pottery people.
You have a story and I don’t have wine, but telling the truth is just as easy.
The 25th issue of [Spicy Review] is coming, please prepare the watermelon and small bench for the ceramic people.
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Don’t worry, let’s read a bit of boring text first, there are two big melons waiting for everyone to eat!
With the rapid development of my country's economy and society and the gradual improvement of people's living standards and consumption concepts, consumers have higher and higher requirements for products and services, and their awareness of rights protection is getting stronger and stronger. . At the same time, the country is constantly establishing and improving the legal system and working mechanism for the protection of consumer rights and interests. The increasingly strengthened protection of consumer rights has led to more standardized sales and higher after-sales service levels for merchants in all walks of life.
However, some phenomena of consumers excessively safeguarding their rights, blindly safeguarding their rights and even maliciously slandering merchants have emerged at the same time, putting many merchants in a difficult situation and claiming that they have become a vulnerable group. There is no shortage of such cases in the building ceramics industry, and I believe many ceramic tile dealers have deep feelings about this.
"If the ceramic tiles have color difference, it must be a quality problem with the product itself."
“After the ceramic tiles are laid and they become hollow and fall off, there must be a quality problem with the product itself.”
“Scratches on the ceramic tile surface must be due to quality problems in the product itself.”
“If the ceramic tiles are unevenly laid, there must be a quality problem with the product itself.”
……
It is estimated that most ceramic tile dealers will feel overwhelmed when they hear consumers say such things..
But what kind of consumer rights protection is excessive, blind, or even maliciously slandering businesses?
Is it excessive protection of rights if consumers continue to protect their rights after the ceramic tile dealer has produced a quality inspection report that proves the quality of the product?
Let’s look at a case first.
In August this year, Ms. ——The color of the accidentally spilled tea cannot be wiped off no matter how hard you wipe it, and the marks made on the brick surface with a pencil will also seep into the porcelain. Therefore, Ms. Ms. X can only complain to the local market and quality supervision department.
After the staff of the market and quality supervision department intervened in the matter, they discovered that the store did not have a business license and was operating without a license.
The store told a local TV reporter who reported the matter that all the tiles in the store had quality inspection reports and were in compliance with the standards. If Ms. Of course, Ms. X can also choose to take legal action.
The reporter contacted the staff of the relevant departments and received the reply: If the store is indeed operated without a license, it will be fined 20,000 yuan according to the law and all income since the operation will be confiscated.
Indelible pencil marks on Ms.
In the above case, it is difficult to say whether the batch of soft light tiles purchased by Ms. Although consumer disputes often germinate due to product quality, what ultimately drives them to occur is often communication issues between the two parties, especially the bad attitude of one or both parties when communicating.
Let’s look at another case.
Also in August this year, the Donggang People's Court of Shangnan County People's Court accepted two reputation dispute cases. The defendant in both cases was Gao.
In July 2019, Gao purchased a batch of ceramic tiles worth 13,644 yuan from a building materials store for the decoration of his new house and paid 9,000 yuan. Because he saw that the colors of some of the tiles were inconsistent, he thought that the tiles sold by the building materials store were discolored, so he refused to pay the 4,644 yuan he owed. After many requests failed, the building materials store took Gao to court and demanded the remaining balance be paid. After the case was heard twice by Shannan County People's Court and Shangluo City Intermediate People's Court, Gao paid off the debt.
However, during the handling of the case, in order to vent his personal anger, Gao posted short live videos on the Douyin platform in the name of "a certain lady" five times, slandering the building materials store and its sales department below for the discoloration and existence of ceramic tiles. Due to quality issues, due to the excessive number of likes, comments and reposts, a large number of customers in the two stores returned orders, causing direct economic losses. The building materials store and its sales department repeatedly asked Gao to delete the video, eliminate the impact and apologize, but failed, so they appealed to the court.
After understanding the situation in detail, the judge handling the case organized both parties to come to court for mediation, and contacted the Douyin platform to ask it to remove the relevant videos, minimizing the loss of the building materials store. At the same time, he explained to Gao the legal regulations related to product quality. , telling them that they should protect their rights and interests through legal means. Gao applied to an appraisal agency for quality appraisal of the ceramic tiles he purchased. The appraisal results showed that there was a slight color difference because the ceramic tiles were from different batches, but it was not a quality problem.
Finally, the judge handling the case organized the parties to mediate for the second time, answered the doubts of both parties one by one, and once again explained to Gao the legal consequences of reputational infringement. Gao finally realized his mistake and immediately agreed to post a clarification and apology on his Douyin account that there were no quality problems with the products sold in the two stores.
In the second case, Gao’s behavior obviously went beyond the scope of excessive and blind protection of rights, and was already malicious slander.
Through the two cases cited in this article, Zhongtao Jun kindly reminds:
The vast majority of ceramic tile dealers must be calm when dealing with after-sales issues, keep the brand in their hearts, and give in to customers with their mouths.Only by thinking about building a brand and personal reputation and providing quality services to customers from the customer's perspective can we remain invincible in the competition.
Consumers must also remain rational when safeguarding their rights. They must not only be rational, but also legal. Otherwise, they may not only fail to achieve the purpose of safeguarding their rights, but may also be punished by law for violating the law.
(Author: Zhuifeng)
