Cui Lipeng is repairing the water purifier for users.
After-sales installation and maintenance are an important link in the home appliance industry chain and a key link in winning the trust of consumers. There is a group of people who are very skilled and specialize in treating various difficult and complicated home appliances. This is the "home-entry doctor" who ensures the health of home appliances - home appliance after-sales engineers. The National Day holiday is the peak season for home appliances sales, and it is also the peak period for after-sales installation and maintenance of home appliances. The reporter followed a senior "home appliance doctor" to experience the joys and sorrows of their career.
After-sales repair is not simple
Water purifier, rice cooker, humidifier, and various small appliances, as soon as the power is plugged in, engineer Cui Lipeng can immediately "diagnose" something wrong.
Cui Lipeng is 42 years old and is a certified home appliance after-sales engineer of Shanxi Jiafule Technology Co., Ltd., and is mainly responsible for the after-sales service of all categories of home appliances in Jinyuan area. He has been engaged in household after-sales service for 13 years since he joined the company in 2009.
The 61-year-old Wu Hongqi is the head of the company. He has been in the Shanxi home appliance circle for 38 years since he started learning to repair electrical appliances in 1984. " home appliance repair is a practical technical job, with a high technical content in the industry." He introduced that now home appliances are becoming more and more sophisticated and have richer functions. after-sales engineer must have good technical qualities to effectively solve various faults. Therefore, those who do repairs are either on the road of repairs or on the road of learning the latest skills.
Consumers’ demand for the quality of home appliances runs through the entire chain of production, sales and after-sales, and service providers are the "last mile" of the home appliance industry. Therefore, to outperform this "last mile", major brands will actively manage service outlets. Senior after-sales personnel like Cui Lipeng, who have passed the technical assessment of brand manufacturers after professional qualification certification, have become the backbone of this team after passing the professional qualification certification.
There are rules for household access
On October 1st, heavy rain suddenly came. At 7:30 in the morning, Cui Lipeng was the first to appear in the company information center and received the work task of the day: the increase in the number of water purifiers and wastewater in Evergrande Qingyuncheng users needs to be tested, Wenting Banli users need to install water purifiers and front-mounted users, and Guzhai community users need to install water purifiers and front-mounted users. At 8 o'clock, Cui Lipeng changed into work clothes, carried the accessories and tool kit, rode the electric bike, and went to the customer's homes respectively.
The first stop is Evergrande Qingyun City on Jiankang South Road, 12 kilometers away, and arrives by bike in the rain. At around 9 o'clock, when the customer learned that the after-sales engineer of the water purifier had arrived, he felt a little surprised. "I was going downstairs to buy a bucket of water to make a temporary transition. It was raining. Thank you, Master."
"Home appliance repairs are all day and night, and the user needs are very urgent. Under normal circumstances, we must respond in a timely manner, arrive at the fastest speed, and ensure quality and quantity." Cui Lipeng said with a smile.
To troubleshoot the cause of the fault, you need to disassemble the water purifier to view the inside. For convenience and beauty reasons, people often install water purifiers in cabinet . Cui Lipeng, who was 1.75 meters tall, squatted down, curled up and drilled into the cabinet, turned off the water valve, took out the water purifier, and checked whether the front filter element was blocked... After some operation, he determined that the fault was caused by the filter element not being replaced for a long time, which caused the filter membrane to rupture. After obtaining the user's consent, Cui Lipeng replaced the filter element and reinstalled the water purifier.
The reporter noticed that before going to the user's home, Cui Lipeng would prepare necessary tools and repair accessories based on the repaired appliances and faults to ensure that the home repair is in place at one time and avoid repeated home visits. Before entering the house, he carefully put on his mask and put on his shoe covers. At the end of the after-sales service, he will habitually wipe and clean the appliances, restore the items removed before repair, clean up the site before leaving.
Wait patiently for a quarter of an hour
At 10:20, when he came out of Evergrande Qingyun City, Cui Lipeng's bicycle speed increased significantly, and at 10:53, he arrived at Wenting Banli Community on Longshan Street on time.At this time, the user has something to do and has not arrived at home yet and needs to wait for a quarter of an hour.
"In fact, when we repair, we often encounter such situations, such as when users have something to do temporarily, they modify the service time. Users can change the maintenance time, and we will also make corresponding time adjustments according to the needs of users." Cui Lipeng said calmly.
For Cui Lipeng, he has long been familiar with the installation of a water purifier and a front-end in the new home. Close the water valve, connect the three-way, install the faucet, connect the pipeline, flush the filter element, measure the water quality... Finally, explain the instructions and precautions to the user. It took an hour and a half to finish the whole program. "If the installation is fine, please sign it. This is a warranty card with an after-sales service phone number on it. If you have any problems during use, please contact us at any time." After saying that, wiping the sweat and before having time to take a sip of water, Cui Lipeng hurried to the next user's house.
The third stop is Guzhai Community on Binhe West Road. Relatively speaking, it is easier to add an external filter to the water purifier. At 1:20 noon, we arrived at the user's house and the installation was completed in less than 20 minutes. The after-sales maintenance task on that day was completed and it was almost 2 pm. Cui Lipeng simply filled his stomach in a small roadside shop, and rushed back to the company to submit a work order. "You can get off work early today. After working for a day, you need to conduct technical training, mainly to help other engineers solve problems."
After-sales service no longer "disassemble blind boxes"
The after-sales service field has always been a high-incidence area for service disputes. Due to the uneven quality of employees, such as repairing without sick leave, repairing minor illnesses, filling parts with inferior products, and opaque prices, which has repeatedly occurred. This not only infringes on the rights and interests of consumers, but also damages the image of regular manufacturers' products.
The reporter learned in the interview that there are relatively few home appliance repair problems within the warranty period because most of them do not involve charging issues. In addition to the warranty period, the after-sales service charges for brand home appliances are generally divided into three levels, namely, 50 yuan for minor inspection repairs, 70 yuan for medium disassembly repairs, and 90 yuan for major replacements.
Li Xiaozhen is the director of the User Service Department of the Taiyuan Operation Center of Midea Group. She told reporters that after the "three guarantees" expire, when the manufacturer no longer has free warranty and needs a fee for repair, after-sales problems will arise. "The after-sales service of branded home appliances is relatively standardized, and the charging procedures are transparent, which can prevent the service from being 'de-blind boxes'. When users think the charging standards are unclear, they can open the official account or APP as soon as possible to check the service charging standards; after completing the installation or repair, they can pay directly through the program without having to pay to the engineers personally, and they can also view the details of each charging. These measures improve the user's after-sales experience." Li Xiaozhen said that at present, Shanxi is implementing an after-sales service improvement action for home appliances. With the improvement of the market quality and upgrading and improving the service connotation, home appliance after-sales service will inevitably become more refined, more user-friendly and quality, and consumers' service experience will also become better and better.
Taiyuan Evening News Reporter Liang Dan Text/photo
