Marketing: defects in after-sale service of coating industry; it is difficult for consumers to safeguard their rights

Core tip: it is said that "three coatings, seven divisions" although the importance of construction may be overstated in this saying, it can be seen that to ensure the final effect of the coating, coating quality and construction are very important links But for consumers, when they buy paint products from regular channels, they find that they can't achieve the perfect effect of advertising, but they have problems such as uneven color and yellowing, how to protect their rights? Because coating effect involves two links of quality and construction, consumers can't identify the quality of coating, so it's easy for manufacturers and dealers in charge of sales to ask Application scope and advantages of roller ceramic coating Recommended introduction: the surface of ceramic rubber plate used for roller ceramic coating is cast into durable rubber plate by hundreds of independent small ceramic pieces Each ceramic piece has raised characteristics Under general conveyor belt pressure, thousands of unique cast bumps can produce positive traction, prevent slipping and extend the service life of conveyor belt roller At the same time, the bottom layer adopts high-quality rubber, which has strong elasticity and can play a good impact resistance role The scope of application of roller ceramic coating is one three six 83857180 (the same as V) 1 Roller coating in extremely harsh working environment 2 The belt joint is not suitable for fixing with iron buckle; 3 It is suitable for leather Paint Home News: it is said that "three paint, seven division of labor" Although the importance of construction may be overstated in this saying, it can be seen that to ensure the final effect of paint, paint quality and construction are very important links But for consumers, when they buy paint products from regular channels, they find that they can't achieve the perfect effect of advertising, but they have problems such as uneven color and yellowing, how to protect their rights? Because the coating effect involves two links of quality and construction, the consumers themselves cannot identify the quality of the coating, so the manufacturers and dealers in charge of sales are easy to blame the problems on the construction link, which brings great difficulties for the consumers to safeguard their rights, and also highlights the huge loopholes in the after-sales service of the coating industry When it comes to the problem of coating after-sales, it's hard to protect the rights of a famous brand of furniture and wood paint, but it turns yellow within one month? Yes, this time it's not a fake coating purchased by consumers or expired products, but a product purchased through a regular general agency Recently, what depressed Ms Yu in Fuzhou is that: nth = "7" W: St = "on" year = "2012" > on July 22, she went to a famous brand Fuzhou general agency to consult the paint With the recommendation of the on-site sales staff, Ms Yu bought three groups of double effect formaldehyde removal wood paint Pu matte jc6053-5kg, double effect formaldehyde removal wood paint Pu white primer jd725-5kg, each group, and then asked the painter to paint the cabinets, shoe cabinets and other furniture at home Ms Yu never thought that when she arrived at the newly decorated house at the end of August, she found that all the furniture with wood paint, such as shoes cabinets and cabinets, was yellow After verifying the anti-counterfeiting mark on the paint barrel, Ms Yu found that the product she bought was indeed the product of a famous paint brand Immediately report the situation to its Fuzhou general agent office A few days later, the manufacturer sent a technician to Ms Yu's home to investigate the situation But the technicians think that the yellowing of furniture paint is not a quality problem, but they don't give the specific reasons, just suggest Ms Yu to do the whitewashing again This result is obviously unacceptable to consumers, so Ms Yu reported the problems to the media The reporter inquired about the relevant personnel of the technical service department of a famous paint brand in Guangdong Province and the person in charge of its agent office in Fuzhou Both sides said that there was no problem in the quality of Cr paint and agreed that it was the yellowing caused by improper operation in the construction process Ms Yu can't prove whether it is due to quality problems However, for the agent, she only proposed to use yellow and white resistant paint to reconstruct and repair the furniture with yellow change Ms Yu obviously can't accept such simple after-sales treatment According to the relevant provisions of the law of the people's Republic of China on the protection of the rights and interests of consumers, consumers shall have the right to obtain compensation according to law if they suffer personal or property damage when purchasing or using goods or receiving services If the negotiation between the consumer and the manufacturer fails, the consumer can also make a decision through the industrial and commercial department Due to the imperfection of after-sales service, it is obviously the final result that a well-known paint brand and its agents are unwilling to see So for semi-finished products such as paint, how can paint manufacturers cooperate with their agents and dealers to do a good job of after-sales service, without any problems and no one caring, and all of them are pushed to the "ball" of construction? In fact, China Resources paint is the first one in China to put forward the transformation from coating "manufacturing industry" to "service industry" in order to establish communication with terminals through services An important means is that consumers can enjoy the free airless spraying service of China resources when they purchase coatings Similar service center organizations are set up in the sales networks all over the country to ensure the final effect of coatings But for coating products, service is just the extension of products, it can never replace the use value of products Moreover, service has intangible characteristics Its biggest problem is that it is difficult to standardize the implementation and evaluation, which will put forward high requirements for the operation level of enterprises Although in the early years, China Resources formed a systematic spraying service system, but at the level of its agent dealers, their views on after-sales spraying are also inconsistent It is more difficult to promote after-sales service of spraying in secondary and tertiary markets Some industry analysts believe that in addition, even in the first tier cities, "free spraying" such after-sales also lurks "wool out of the sheep" need consumers to pay for the hidden labor costs All of the above reasons lead to the bleak end of the mode that "selling products is not as good as selling services" At present, consumers are generally troubled by the following questions: can't measure whether there is the most basic product quality problem in the paint purchased home, but if there are other problems such as yellowing, cracking, peeling after painting, should we question the quality problem or the construction problem of the painter? If the two sides pass the buck, how to determine the responsible party? Nowadays, coating enterprises all pay attention to brand marketing, which leads to the reduction of investment in after-sales service strategy, and the imperfection of after-sales service management for agent dealers All kinds of management loopholes are an important reason for the lack of consumer rights protection like Ms Yu of Fuzhou The service level of dealers restricts the development of brands We can find that some coating manufacturers choose multiple dealers, which makes the quality of after-sales service of the same brand different It is inevitable that some dealers lacking sense of responsibility will appear in the market, only focusing on profits, ignoring the brand image of coatings, resulting in problems in after-sales service and endangering the interests of consumers The problem is that although the paint manufacturers realize that direct selling is more conducive to the control of the brand's after-sales service quality, the direct selling needs the high maintenance and management costs paid by the manufacturers, so the manufacturers can not adopt direct selling in any city in the country In order to maintain its brand image and guarantee the quality of its after-sales service to the maximum extent, the manufacturer can only take various measures to strengthen the selection and supervision of dealers Next, dealers are required to continuously improve their awareness of maintaining the brand and gradually improve their ability of self-management In a complete sense, "after-sale service" refers to all kinds of behavior activities taken after signing the bill until the termination of commodity functions, on the premise of safeguarding the interests of customers Coating itself has its inevitable defects, such as changes in sunlight, air humidity, as well as careless use process will bring consumers a certain loss How to deal with the maintenance demands of consumers and solve their worries after purchasing products in time will measure the responsibility of a coating enterprise to the market and consumers Huicong paint network also interviewed some large paint dealers During the interview, many dealers thought that they were the agents of the products, and the quality of the products was the concern of the manufacturers If consumers rationally protect their legitimate rights through normal channel theft is encouraged, it can also encourage manufacturers to constantly improve their products, and consumer rights protection will also promote dealers to do a good job in service But in reality, it's not realistic for consumers to find manufacturers If there is a quality problem with the products, they can only communicate and coordinate with the manufacturers through the dealers However, if there is a problem with the paint, it's usually after the effect of painting comes out In this way, it's impossible to identify whether it's the quality problem that the manufacturers should be responsible for or the after-sales problem that the dealers should pay attention to However, according to Huicong paint network, there is no strict definition of quality problem or after-sales construction problem For example, there is no coating "Three Guarantees" policy, no recall method, and the relevant standards and regulations for maintaining complaints are blank Because there is no standard, it is often solved privately These have also created policy barriers for dealers and manufacturers to resolve conflicts The establishment of perfect after-sale service in coating industry needs the enterprise to check the distribution and maintenance, but at present we are sorry to find that some coating enterprises are unclear in the responsibility and right system of after-sale service Coating after-sales service is the same as quality management system, and the implementation of after-sales service also needs a complete management system In order to do a good job in after-sales service, coating enterprises must first strengthen the training and management of the agent dealers Together with dealers, we provide customers with all-round technical support and consulting services for the whole process of products, delivery, construction, maintenance and maintenance Only through strict management, quality assurance and high-quality service can we get good market returns, and the products produced by the enterprise can become the products trusted by the real consumers, which can boost the brand building of the enterprise, and this is also the fundamental for the survival of the enterprise Promotion of soft articles and news marketing to promote the brand of the enterprise don't let "asking for salary" and "collecting debt" become the key point of the coating industry Similar information The model that the coating enterprise should learn from -- Sam's club model The after-sales service of the coating industry is optimized, and the consumers or "buy" and love deeply How can the small and medium-sized coating 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