Various problems occur after the ceramic tiles are laid, such as hollowing, color difference, cracking, etc. Is it the quality of the product itself or other reasons? Such problems are common in ceramic tile consumption. They can easily cause serious damage to the credibility and reputation of ceramic tile brands and dealers, but they are often not taken seriously.
Today, Brother Chan wants to talk about this topic and restart the hot comment column that has been suspended for some time.
01. Are cracks in ceramic tiles a problem with the quality of the ceramic tiles or improper construction?
Recently, some media reported such a case——
A woman named Chen in Zhangzhou, Fujian, bought 312 wall tiles from a local dealer of a certain brand for a total price of 8,000 yuan. A few months after these tiles were put on, cracks appeared. From the initial 20-odd tiles to the later 70-odd tiles, the good wall became "covered with bruises."
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After Ms. Chen reported this situation to the dealer, both the dealer and the manufacturer's business manager came to her home to see the cracking of the tiles. She told reporters that the manufacturer's business manager promised to refund the entire purchase price of 8,000 yuan, but when she asked the dealer for a refund of 8,000 yuan, the dealer said that the business manager only promised to compensate 2,000 yuan.
So, Ms. Chen called the business manager in front of reporters, but the business manager denied her statement: At that time, it was Ms. Chen herself who said that it would cost 20,000 to 30,000 yuan to knock out all the tiles and re-pave them. What he promised was that if the tiles really had quality problems, the manufacturer would bear all the costs.
The dealer also emphasized that there were no quality issues with this batch of ceramic tiles. According to their investigation, the reason why these tiles cracked was because the tiling master hired by Ms. Chen did not soak the tiles in water according to the method they instructed. Instead, he directly applied the adhesive on the back of the tiles, which not only increased the viscosity but also increased the pulling force. , may be the main cause of porcelain cracking. Ms. Chen denied this, saying that these tiles were soaked in water before being laid, and no adhesive was used. If you don't believe it, you can knock off any piece to see.
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The two sides have been in a stalemate over whether these ceramic tiles are a quality problem or a construction problem. Ms. Chen repeatedly called the local hotlines 12345 and 12315 to complain; the dealer provided evidence, including test reports, to prove that there were no quality problems with the ceramic tiles. The manufacturer stated that this batch of ceramic tiles had sold more than 20,000 units nationwide. There were no problems with the tiles, and they promised that as long as Ms. Chen could provide evidence of problems with the tiles, they were willing to bear all the repair costs; but the problem was that there was no professional testing agency in the local area, and the mediation by the market supervision department also failed. The matter has been delayed from 2020 to 2021 and remains unresolved.
As for the 2,000 yuan that the dealer said was a humanitarian compensation from the manufacturer, Ms. Chen said she had not received a penny yet. The dealer said that the money had already been transferred to their account from the manufacturer. He also informed Ms. Chen, but Ms. Chen did not go to get it.
……
02. Manufacturers and dealers do not need to take responsibility but have lost their hearts?
Before commenting, do a little research.
Since there is no final result in this matter, Brother Chan cannot of course jump to conclusions about who is right and who is wrong, but he believes that the handling methods of the manufacturer and dealer are still inappropriate.
The government often says, "No matter how small the matter of the masses is, it is still a big matter."
For businesses, it is "the consumer's matter, no matter how small it is, it is a big matter". The era of incremental development and demographic dividend has passed, and the era of stock competition and people's dividend is over. This is especially true in the context of what has already arrived.
Customers are the bread and butter of businesses, and their importance is self-evident, not to mention finding ways to meet their reasonable needs so that they can come happily and leave satisfied., at least we can’t let them leave with resentment, right?
It is not ruled out that in reality there are some unscrupulous consumers who are cunning, mean and even extort money in the name of safeguarding their rights. However, judging from the cases mentioned above, Ms. Chen obviously does not fall into this category. I believe that anyone who admits this will not think that the actions of manufacturers and dealers are appropriate. Competing with customers who are legitimately defending their rights, even if you really don't have to take responsibility and you really win, you will lose people's hearts to a certain extent and damage your brand image and reputation. What's more, this case has been on TV, and there is no conclusion yet. The negative impact can be imagined.
Therefore, the perfect approach is for manufacturers and dealers to bravely take responsibility: although it is impossible to determine whether it is the quality of the ceramic tiles or other reasons that caused the cracks, in the spirit of being highly responsible and sincerely caring for consumers, they are willing to unconditionally Compensate Ms. Chen with 8,000 yuan.
If manufacturers and dealers can really do this, they can turn crises into opportunities and establish a "responsible, responsible and warm" brand image, thereby turning bad things into good things.
Of course, if the merchant does not make any mistakes during the purchase and sale process, there is no problem if he does not practice the humanitarian spirit; but a brand with a broad mind and good at leveraging marketing will not do this.
03. What issues should consumers pay attention to when buying ceramic tiles?
How can consumers avoid pitfalls when purchasing ceramic tiles?
On the evening of April 23, at the Minlong & JD.com live broadcast "Tile Consumption Pitfall Action" Spring Forum, Chen Jinlin, Chairman of the Beijing Ceramics Chamber of Commerce and Chairman of Minlong Group, Director of the People's Consumer Dispute Mediation Committee of Chaoyang District, Beijing, and Chaoyang District Home Furnishing Han Weilin, director of the Building Materials Consumption Dispute Mediation Committee, Xu Guozhong, general manager of Beijing Million Homes Supervision, a national decoration pilot unit of the Ministry of Housing and Urban-Rural Development, and Li Sen, head of ceramic tiles in JD.com’s home decoration main materials department, and others made moves from their respective professional perspectives.
Chen Jinlin believes that the reason why there are so many pain points in ceramic consumption is not that there is a problem with the ceramic tiles. The main pain points in ceramic tile consumption lie in auxiliary materials and paving techniques.
Han Weilin made four suggestions: First, decoration is a major event after all. Consumers should carefully research the brand and decoration company they choose, and do some homework on the materials to avoid losses caused by information asymmetry and knowledge asymmetry. Second, scientific consumption and rational consumption. Be sure to choose a good brand and a large platform to provide greater protection for consumer rights. third, once they encounter product quality problems or disputes during the consumption process, consumers should retain evidence and file complaints in a timely manner. Fourth, when making a complaint, you must protect your rights appropriately and rationally. Party A and Party B should be objective and clarify the problem first, and then both parties should rationally seek ways to solve the problem.
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Xu Guozhong said that when buying ceramic tiles, you must look for the brand. Brand is credit and guarantee. If you encounter problems that you do not understand during the ceramic tile consumption process, you can consult authoritative industry experts through online channels, but at the same time, you must be wary of many unprofessional “Popular science” can easily mislead consumers.
Li Sen believes that ceramic tile consumption needs to be combined online and offline. Online consumers can browse the products of many big brands without leaving home, and even have a thorough understanding of the performance of each product. Offline consumers can truly "see" "Visible and tangible", allowing for a more intuitive experience of the texture and fineness of the product.
On the other hand, what consumers are particularly concerned about should be the direction in which manufacturers and dealers should work most hard. As for those things that have already happened, especially consumer complaints, manufacturers and dealers should pay more attention to them and solve them in the bud with a positive attitude and practical methods.
