The "three guarantees" of furniture lags behind the disputed merchants, calling for reasonable rights

The Industry and Commerce Bureau pointed out that due to the lag of the “three guarantees” of furniture, it is difficult for consumers to return and exchange, and the dispute of return and exchange is still a hot issue. After the reporter visited, it was found that the lag of the Three Guarantees is indeed an important reason for the difficulty of maintaining the legitimate rights and interests of consumers. However, the merchants believe that the excessive rights protection of some consumers is also one of the causes of disputes. The three-package regulation lags on the rights and interests of the Industrial and Commercial Bureau. According to the data, in 2009, 823 complaints about furniture products were accepted. The number of complaints decreased by 10.83% compared with 2008, accounting for 3.45% of the total complaints. Due to the lag of the "three guarantees" of furniture, it is difficult for consumers to return and exchange goods. The dispute of returning goods is still a hot issue of complaints. In this regard, Lang Danke, director of the complaints department of the Beijing Consumers Association, said that from the complaints incident taken by the Consumers Association, the disputes mainly focused on the following aspects: propaganda and physical objects are not in conformity; important information is hidden when signing contracts, and some sales personnel The product's implementation standards, materials and other contents are unclear, resulting in consumers unable to maintain their rights and interests according to the contract; improper installation caused by improper installation and other furniture accidents; furniture environmental protection exceeded the standard. The lag of furniture three guarantees is mainly reflected in the following three aspects: The lack of environmental protection standards The reporter learned that the current implementation of the "three guarantees" of furniture is actually in 1998 by the Beijing Municipal Bureau of Technical Supervision, Beijing Municipal Administration for Industry and Commerce and Beijing The "Responsibility Regulations for the Repair, Replacement, and Return of Furniture Products in Beijing" jointly promulgated by the Commercial Committee is commonly known as the "Three Guarantees for Furniture." Lang Danke said that since the regulation was enacted more than 10 years ago, some of the provisions in the regulations have not been consistent with the status quo. Because in the past few years, everyone's understanding of environmental protection is not high, so the scope of returnable in the "three guarantees" regulations does not cover the situation of "environmental protection exceeds the standard", and there is no relevant content of environmental protection. In the case of excessive environmental protection of furniture, it can only be dealt with in accordance with the agreement in the appendix of the Beijing New Edition Furniture Sales Contract formulated by the Beijing Municipal Administration of Industry and Commerce in 2009 that does not meet the “environmental testing” standard. At the same time, the material coverage is incomplete. At the same time, the reporter checked the "Responsibility Regulations for the Repair, Replacement, and Return of Furniture Products in Beijing" (hereinafter referred to as the "Three Guarantees for Furniture"), and found that in the "three guarantees" period of furniture products, the serious product quality was specified. For wood furniture, “breaking and breaking”, “part deformation”, “structure loose”; metal furniture “welding point break”; spring soft mattress “spring piercing”, “serious collapse”, “break spring”; sofa “ The structure is loose, and the component is broken. The furniture includes only "wooden furniture", "metal furniture", "spring soft mattress", "sofa", and many materials are not included. At present, furniture materials include solid wood (including mahogany), wood-based panels, glass, wrought iron, plastic, stone, and even paper furniture. Lang Danke introduced that in the case of complaints, there were problems with the cracking of the marble coffee table, the degumming of the veneer furniture veneer, and the broken glass. Because these quality accidents are not among the serious quality problems listed in the furniture package, When the consumer returns the goods, the sales staff will use this as an excuse not to return, so there are often disputes. Some of the provisions lag behind the development of the furniture industry and the advancement of technology. Some of the "serious quality problems" in the "three guarantees" of furniture are rarely seen now, and some regulations have little guiding significance in safeguarding the legitimate rights and interests of consumers. Lang Danke pointed out that most consumers currently use panel furniture, and there is basically no "breaking and breaking". The reporter learned from the manufacturer that only some solid wood furniture will have the situation of “breaking and breaking the material”. The plate furniture will be caused by the looseness of the screws during use or the problems of the rails leading to the unevenness of the furniture. But these are not listed in the “Severe Quality Accidents” listed in the Furniture Three Guarantees package. Due to strict management and well-known “preemptive payment” policies, the frequency of disputes is low. It is recommended that consumers buy furniture at a guaranteed store. He said that on the one hand, he hoped that the relevant departments could revise the three-package regulations of the furniture to make it more informative. On the other hand, he also hoped that the furniture industry practitioners would regulate their own behavior and make the complaint rate of this industry lower. Consumers over-authorize their rights and disputes. In addition to some disputes caused by the “three guarantees” of furniture, the merchants interviewed by the reporter believe that the irregular behavior of some employees and the bumping behavior during the installation process may also cause disputes. On the other hand, some consumers' “excessive rights protection” is also a major source of disputes over furniture returns. After the visit, the reporter summed up four problems that easily lead to disputes, as follows: Installation problems are easy to cause disputes In the disputes of furniture return and exchange, the disputes caused by installation account for a large proportion. She said that during the assembly process, due to the uneven quality of the installers, the training of the various brands on the workers is different, and some inexperienced workers may cause the furniture to bump and be damaged. This kind of problem is caused by the manufacturer's own reasons. In addition to apologizing to consumers, the manufacturer will give corresponding compensation or consider exchange. The furniture is not in line with its own space. Many consumers have fixed the furniture and refurbished. The colors, specifications, colors, fabrics and other information have been written into the contract. Consumers also expressed their approval. However, due to the change of decoration style, the furniture color does not match the overall style. Or, for other reasons, after the door-to-door delivery of the furniture, the consumer said that he did not want this color, the salesman wrote the wrong, and asked for a return. Some consumers have measured the space themselves and set the specifications of the furniture. However, due to their lack of professionalism, the furniture will not be inconsistent with its own space. Some consumers have set the "left and right direction" of the furniture, but they may have thought wrong in the first place. After the door-to-door delivery, they said that this is not the "direction" they want. As for the black and white words on the contract, the salesperson did not explain. Clearly lead to not understand, so should return. For these situations, the salesperson usually carefully recalls the situation at the time with the contract at the time. After the communication is invalid, each manufacturer will usually handle it separately according to internal regulations. The difference in lighting leads to the color difference. According to Yu Xinhong, due to the warm light in the store, the furniture will show the corresponding color and effect under the illumination of the light. However, the consumer's home is dominated by natural lighting, and the lighting is relatively small. After the furniture is shipped home, there will be some color difference. Some consumers think that there is a color difference in the product and require a return. In this case, the salesperson will generally explain it first, and let the consumer go to the store to compare and see if the colors are consistent. If it is not possible, it can only be resolved through consultation. Sofa mattresses have different hardness and hardness. According to the same standard, the products made of the same production equipment and raw materials have the same quality. Yu Xinhong said that because the sofas and mattresses placed in the store are used less time, consumers will feel harder; after being transported home, the frequency of use of sofas or mattresses is relatively high, and consumers will feel soft. On the other hand, people's perception of softness will be different. Some consumers will think that the sofa or mattress provided by the manufacturer is softer than the custom one. For these consumers who “excessive rights protection”, merchants generally expressed their disappointment, but they also stressed that this part of consumers is only a minority. “The vast majority of consumers are reasonable.” Merchants also said that the furniture industry itself provides services. It should also be done better, and the management of the furniture industry should be more standardized. Reporter's Notes - In the interview, the reporter learned that although the relevant departments have been aware of the "three guarantees" lag, there is no exact information showing that they will be revised. In the short term, one cannot expect to better protect their legitimate rights and interests through this regulation. It is recommended that consumers pay more attention when purchasing. When signing a contract, some disputes may be added as an additional clause of the contract. Even if the quality problem is true, the rights and interests can be protected to the greatest extent. Of course, if every furniture company attaches importance to its own brand image, regulates the behavior of business personnel, and pays attention to the interests of consumers, even if the "three guarantees" rule lags behind, the number of disputes is estimated to be more. For consumers who “excessively defend their rights”, merchants can understand that after all, everyone wants to maximize the value of the products they buy. In the case of such a consumer, most of the merchants will be more comfortable: the cost of defending rights is too high, and the second one can be found to bear the corresponding risks and losses. In the fierce competition, even if some disputes are really unreasonable, most businesses will try their best to satisfy consumers because of the brand image. However, in the two sides of the transaction, there is always a loss of interest, which is not a long-term solution. In addition to disputes caused by the lack of relevant knowledge and misunderstanding, should some consumers also abide by some norms, maintain calm and rational, and properly defend their rights? Everyone is holding on to their own moral limits, disputes do not exist, and harmony is in sight.

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