"Refrigerators don't refrigerate for only a year. Calls have urged home repairs many times. It takes a long time for a few seemingly unprofessional repairmen to come to the scene. Repeatedly repaired three times, the refrigerator had completely failed to function the day before yesterday, and became a vibrator. Yesterday, Ms. Pan told reporters that the Toshiba refrigerator that she bought for 13900 yuan had broken down repeatedly, and the most annoying thing was that there was no response after the sale.

 

In the network and our rights platform, there have been many consumers questioning the customer service and after-sales of Toshiba refrigerator, frequent failures during the warranty period, repeated urging no door-to-door service, after-sales attitude arrogant no news, maintenance team unprofessional... Repeated communications between journalists and Toshiba officials were unresponsive or not within the scope of their duties.

 

Refrigerator does not refrigerate, after repeated repairs, it becomes a "vibration machine"

 

In September 2011, Ms. Pan bought a Toshiba refrigerator model BCD-370WTB for 13900 yuan. Less than a year later, the refrigerator was not refrigerated, and she called Toshiba's official service hotline several times for repairs, until last September, when the repairman came to check it.

 

"The door-to-door repairman looks very unprofessional, like walking by and telling me that there is nothing wrong with the refrigerator, just wipe it and replace it with a spare part." Ms. Pan said she hadn't used the refrigerator for several months after the parts had been replaced. When it was reused in April this year, the refrigerator broke again, and the repairman still couldn't repair it after three or four visits. "Now the refrigerator is completely paralyzed. Besides not refrigerating, the vibration sound is very loud." Ms. Pan said.

 

Official after-sales attitude arrogant, said only responsible for records

 

For quality problems, Toshiba Refrigerator's official hotline appears to be a bit "not tight, not slow". The reporter called Toshiba Refrigerator's official hotline customer service, "We are only responsible for maintenance records, not follow-up." The other side said that the company may interview customers for complaints, but how likely is this form of return visit, customer service can not answer.

 

As early as last July, Ms. Cheng, a netizen, posted a post denouncing Toshiba's after-sales on Weibo. "That's too bad. The refrigerator broke on March 19. I make after-sales calls every three or five times. It took two and a half months to get a look at the door. Until now, refrigerators have been on strike at home.

 

Coincidentally, in December last year, the media exposed that Toshiba's after-sales attitude was arrogant and inefficient. Consumers reported to repair refrigerators in November and called Toshiba Electrical Maintenance Point. It said that the repair point had no spare parts and could not be repaired. It needed to be transferred from the headquarters. Calling Toshiba's China headquarters, the staff said they would help to rush the goods to the manufacturer, but by December, the problem had not been solved.

 

Repeated Reporting Requires Return and Exchange of Goods

 

Customer service reply "have to wait until the third time"

 

As Toshiba refrigerators are still unable to repair repeated problems, yesterday, consumer Ms. Pan asked for a return.

 

"There are only two maintenance records in our computer maintenance records, one in September last year, and the result is `instructive use'. The other is in April this year, which has been repaired. The return and exchange will wait until the next time. Toshiba Refrigerator's official hotline customer service said. But in the after-sales service commitment of Toshiba's official website, it shows that the products can't be used normally after two repairs within the validity period of the three packages stipulated by the state. Toshiba can replace products of the same type and specifications for consumers free of charge. When the reporter inquired about the compensation, the customer service said that it would be handled by the Hangzhou District after-sales office, but the phone had not been answered.

 

"In fact, the refrigerator has not been repaired, because the maintenance personnel are too unprofessional, the worse the repair, I have refused to repair, requiring return processing." Ms. Pan said.

 

Question 1:

 

Commitment to "One Workday Service in Place"

 

Is it an empty check?

 

Netizens "Strawberries in Paris" once said that the newly produced Toshiba refrigerator bought in HSBC appliances last year broke down in less than a year, "and it has not been repaired for two weeks. The reason is that Toshiba delays sending accessories. Every time the phone calls, the customer service will report and return visits, but never received a call back.

 

Reporters also called Toshiba after the problem of Ms. Pan's purchase of refrigerators. The other party confirmed that in September last year, she had five reminders to repair points for the refrigerators and six reminders in April this year.

 

Toshiba official website after-sales service commitment shows that one working day after-sales service is in place in the central city and two working days in the surrounding areas. But these promises have obviously not been fulfilled. A consumer surnamed Liao once said that Toshiba Refrigerator after-sales service promised to deal with the problem within 48 hours, but after 70 hours no one came to solve the problem, while the customer service just kept records.

 

Question two:

 

The professionalism of maintenance team is questioned

 

Its Hangzhou office withdrew last year

 

Last November, Ms. Li said on her microblog, "Toshiba refrigerators are not refrigerated. Maintenance staff told me that the door-to-door fee was 50 yuan, and then said that it would cost 320 yuan to repair the circuit. But it's not clear what's wrong with it."

 

Ms. Pan also questioned the professionalism and charging standards of repairs. "During the warranty period, repairs were not good, and the door-to-door repairs staff seemed very unprofessional." Reporters then called Ms. Pan to repair the refrigerator after-sales point, which is the Hangzhou CITIC Refrigeration Equipment Maintenance Department, staff told reporters that Toshiba's Hangzhou office had been evacuated last year, the specific situation is not clear, the maintenance department then took over Hangzhou.