Small Household Appliances "Break Down After Warranty Expires," Companies Should Not Shift After-Sales Responsibility

Xinhua Online Commentary: Small Appliances Break Down After Warranty Expires; Companies Should Not Shift After-Sales Responsibilities

In recent years, issues such as small appliances breaking immediately after the warranty expires or being difficult to repair have continuously caused consumer dissatisfaction. A consumer in Guangzhou spent over 1,000 yuan on a well-known brand rice cooker, but after it broke, they couldn’t find an official offline repair center. Customer service told them they had to send it back to the manufacturer for repairs and bear the round-trip shipping costs. Other consumers who purchased this brand’s small appliances experienced similar problems, with devices breaking just after the warranty period and facing customer service evasion and shifting of responsibility.

These consumer frustrations reflect a real problem: some small appliances fail right after the warranty ends and are difficult to repair, leaving consumers stuck in a frustrating situation of “unable to use but reluctant to discard.” Behind all this is a serious lack of after-sales responsibility from companies.

Some leading companies in the small appliance industry hold significant influence and appeal in the market, which should mean greater responsibility. However, in reality, when consumers encounter problems, customer service repeatedly shifts blame, after-sales services create obstacles, and offline repair outlets continue to shrink. Companies launch aggressive sales campaigns but retreat step by step when it comes to after-sales service. This “focus on sales, neglect service” approach not only harms consumer rights but also sets a negative example for the entire industry, fostering a bad trend that small appliances should be discarded after use.

Providing quality assurance and smooth after-sales channels are the foundation for a company’s market reputation. Consumers buy products not only for their utility but also for the promise of “peace of mind” in use. Companies cannot ignore questions about “breaking after warranty” or complaints about “no repair options,” nor can they force users to reduce their willingness to repair. Ignoring or neglecting after-sales responsibilities gradually erodes consumers’ trust in the brand.

Currently, the construction of a quality-powered nation demands higher standards from enterprises. The 2023 “Outline for Building a Quality Power Nation” explicitly states that the people should “use products comfortably.” The phenomena of “breaking after warranty” and “difficult repairs” clearly contradict the goal of “comfortable use,” undermine the brand’s foundation of “quality and credibility,” and deviate from the era’s focus on “high-quality development.” Industry leaders should demonstrate the responsibility they owe by offering durable products and convenient after-sales services to meet consumer expectations.

Source: Xinhua News Agency