Today, there are at least one or two custom products in each renovated home. In addition to the common cabinets and bookcases, custom wine cabinets, balcony cabinets, bathroom cabinets... custom products appear in every space. At the same time, there are quite a few corresponding disputes. The reporter has contacted many complaints about customized products. The research found that although many disputes are caused by manufacturers' production, management, installation, and after-sales service, the customized products also have their own characteristics. Consumers only have to do their homework in the early stage. When you sign a contract, you must make a detailed agreement to maximize your protection of your rights and interests and avoid disputes.
overbearing!
Designer measures the consequences of mistakes
In November last year, Ms. Du’s custom-made wardrobes and balcony cabinets were installed at the appointed door. She was very happy. She found that the size of the wardrobe was too small, and there was a set of balcony cabinets that were not resized. She asked the designer to communicate, the designer said that the size was made according to the contract, and the contract "the size of the wardrobe and the size of the balcony cabinet, you have signed and approved." The designer's plan is that the factory can be re-manufactured to the new size, but Ms. Du needs to repay the cabinet money and bear the responsibility for delay. Ms. Du is very wronged and puzzled: after the program is well communicated, the size is measured by the designer. It is obviously the designer's measurement error. Why should I let me take full responsibility? After communication, the designer admitted that he also made mistakes and asked the two parties to share the loss. Ms. Du said that she did not recognize it. After repeating multiple rounds of complaints, the manufacturer finally decided to reproduce according to the correct size, and the manufacturer was responsible for the delay.
The reporter found that such custom home product disputes caused by improper size are not uncommon, and since the process of customizing home products is measured, the industry mainly signs on the floor plan, renderings, and data maps to indicate approval, so once an error occurs. Many manufacturers will require the owner to assume responsibility or share the responsibility on the grounds that the owner has already approved it. The reporter consulted the store customer service staff and found that for Ms. Du’s such problems, because Ms. Du was at the scene during the measurement and confirmed the measurement data. After the problem occurred, the two sides did need to share the situation when the designer admitted that he had made a measurement error. responsibility.
Is this practice reasonable for manufacturers? Wang Shiping, a lawyer at Beijing Yihe Law Firm, said that such issues are also professional and non-professional. In general, most of the renderings and floor plans can be understood and confirmed by consumers, but the measurement is relatively professional, and the accuracy of the data can not be confirmed by ordinary consumers. Wang Shiping believes that measurement is one of the obligations of the manufacturer. After the communication between the consumer and the manufacturer is completed, the designer is responsible for ensuring accurate measurement, so even the consumer signature cannot be the sole basis. If there is a designer's measurement error, the manufacturer shall bear the corresponding responsibility for rework and breach of contract.
Bonfire!
One side panel is delayed for 20 days
The reporter has received a complaint from a consumer named Zhang in Dongcheng District. She purchased nearly 20,000 yuan of furniture products in a custom home brand, including cabinets, wardrobes, bookcases and so on. The previous service was very satisfactory, but the installation was unexpected. The two-meter-long side panels of the living room bookcase were finally installed after many twists and turns, and it was more than 20 days since the agreed installation time. The installer did deliver the majority of the products in the first three days of the contracted installation time, but because the side panels were not the right size, the size was still wrong after the re-order, and then the workers installed Problems such as the wrong board, the bookcase has not been installed, and the arrival time of other furniture has been delayed. What is the responsibility for such breach of contract? Ms. Zhang is a little confused in her heart.
In the process of delivery and installation of custom furniture, many consumers will encounter this situation: the manufacturer installs the door according to the contracted installation time. In most cases, the whole installation is completed, only a partial detail, such as a Tools such as the door or a screw are not fully loaded, resulting in the need for two or even three door-to-door installations. In this case, can it be a factory installation delay? Can manufacturers be required to make deferred compensation?
How will the store deal with such problems? Recently, the Beijing Times reporter consulted a number of well-known store customer service personnel in Beijing as a consumer. The customer service staff generally said that, in normal terms, the extension defined by the store means that the manufacturer did not deliver the goods during the delivery time specified in the contract. If the manufacturer delivers and installs the goods according to the contract time, it is only because the size is not suitable during the installation process, and the missing parts such as the door panel need to be installed twice. It is not an extension, but belongs to the scope of after-sales service.
Wang Shiping, a lawyer at Beijing Yihe Law Firm, said that if the contract states that the installation is completed on a certain day, it is not controversial if the manufacturer delays the contract for one day. However, household products usually have a certain installation time. Generally, the delivery is installed on a certain day, but it should also be regarded as delivery within the agreed time and installed within a reasonable time (such as the day, two days or the usual time in the industry). carry out. If during this period, because the manufacturer's responsibility, such as the size of the side panel is not suitable, the tool is not enough, the workers can not be opened, the product is defective, etc., and the installation is not completed within a reasonable time, it can be regarded as a manufacturer default. However, if the actual impact is not particularly large, the lawyer advises the consumer not to be too true, but when the contract is signed, the consumer can agree on how long the installation is completed, in addition to the agreed delivery time, so that they can better guarantee their own. Legal rights.
Helpless!
Who is responsible for improper design?
Mr. Li’s living room wall has both wall-mounted TV and air-conditioning. Considering that a custom cabinet can not only hide the pipeline, the living room is more beautiful, but also can be used as a bookcase to increase the storage space. He chose a custom furniture company. A bookcase was customized for this wall. The design and installation process went smoothly, but after two months, Mr. Li found that the bookcase was tilted. At first he thought it was an installation problem. After the second warranty, the installer barely leveled the cabinet by drilling holes in the cabinet and installing screws. The installer said that the reason for the tilt is not due to installation, but a design flaw. Originally, when designing the bookcases on both sides, in order to avoid the air-conditioning pipes, there is no wooden board installed on one side of the cabinet. Although it is more beautiful, due to the lack of one board, the cabinet is unevenly stressed and tilted.
Because a lot of nails were used for maintenance, a lot of nail holes appeared in the white cabinet. Mr. Li had to refill it with white putty, and the aesthetic effect was greatly reduced. Later, the manufacturer did not say anything about it, and after the installation of the master, the cabinet was barely flat, and Mr. Li chose to give up.
How to deal with such design defects? The customer service staff of the Jinghua Times reporter consulted that they would try to make the merchants install to the satisfaction level, as long as they do not affect the use, basically the same. The customer service staff said: "After all, the design drawings consumers are also signed, and have already recognized the design."
Lawyer Wang Shiping said that if the product does not meet the industry product quality standards due to design defects, even if the consumer has signed the design drawings, the manufacturer should bear the responsibility. However, if the product is installed and debugged in accordance with national standards and does not affect the use, it can only be so. Manufacturers need to design and manufacture products according to the needs of consumers. If the design is improperly caused by consumer requirements, as a professional, designers should also inform them of the possible consequences and indicate on the contract.
No door!
If the window is too big, the manufacturer will not ask.
Ms. Pan, who lives in Nancheng, was very annoyed. Two years ago, due to a window leak, she chose a window manufacturer to measure, produce and install it, and paid 80% of the purchase price. On the day of installation, the window was shipped to the home and it was discovered that the size of the window was too large and could not be closely combined with the window frame, and it could only be placed on the window frame at most. She asked the manufacturer to re-produce, but the manufacturer saw that the cost was too large, and directly treated the oversized window to barely put it on the window frame, and directly gave up 20% of the final payment, and was no longer responsible for the corresponding after-sales problem. After that, Ms. Pan’s window often leaked, and now it has been deformed. The window manufacturer can’t contact. She can only consider replacing the window again, but this time she chooses a professional brand window manufacturer.
The reporter learned that the customized products are made according to the size and demand of the consumer's home, and can not be re-sold. Once the deformation or improper installation occurs, unless the release of harmful substances in the furniture exceeds the standard and the inspection is issued by a nationally recognized testing organization. Reports or materials used do not conform to the agreement, merchants will return goods, in other cases, whether it is a store or a business, the general practice is to repair.
In order to protect their own rights and interests, in the purchase of customized products, in addition to the choice of brand merchants and in the purchase of after-sales service to ensure that the contract details. The lawyer suggested that the color, size, plate, hardware, delivery date, etc. of the furniture should be clearly marked in the contract. If the goods are not in the wrong condition, you can hold a contract to discuss the problem and avoid the problem that the verbal agreement cannot be traced. .
Consumption advice
Buy custom products can not be used as a treasurer
Industry insiders who have been engaged in store customer service for a long time reminded that there is indeed a situation in which the level of designers is uneven in the custom industry. Consumers generally do not understand the customization, and often have various problems caused by improper communication, such as design patterns and products. The direction does not meet consumer expectations and imagination. “Design drawings are more professional, but most people can still understand them.†Industry insiders said that as consumers, confirming drawings and measurement data is both a right and an obligation. Consumers can't think that manufacturers are professionals, they will give up confirmation of many things, or blame manufacturers after problems. "After all, it is a contract between the two parties, and both parties need to confirm it. Once confirmed, it means recognition of the plan."
Lawyer Wang Shiping also introduced that Article 13 of the Consumer Rights Protection Law requires that “consumers have the right to acquire knowledge about the protection of consumer and consumer rightsâ€, but at the same time, “consumers should strive to master the goods they need or The knowledge and use skills of the service, the correct use of goods, and the awareness of self-protection."
Xianghe Furniture City official website
Grass,Grass Seed,Lawn Care,Sod Grass
Hangzhou LvDong Building Materials Co., Ltd , https://www.ldunite.com