In everyone's impression, which mobile phone manufacturers can be considered "high-end"? In fact, in addition to product strength itself, after-sales service is also a plus. If the after-sales processing is properly handled, it can be exchanged for repeat customers. The poor after-sales processing will increase many "lifelong black". Here we can give two extreme examples, one is the international major Apple , and the other is the domestic Xiaomi .
In the early stage of smartphone popularity, Apple's after-sales service was a model in the industry. Once problems arise, it will be replaced directly, and even if the user is at fault, this atmospheric behavior has also gained a lot of loyal fans. However, as sales growth enters a bottleneck period, Apple's after-sales service also ushered in a 180-degree turn. In many cases, it even refused to admit that the problem exists or directly blamed the user. For example, after the "antenna door" was exposed, Apple chose to "educate" users to change the way they hold their phones.
People's Daily published a comment, pointing out that "mobile phone manufacturers actively solve after-sales problems and meet the reasonable needs of consumers" is a responsibility and obligation to minimize the difficulties encountered by consumers in after-sales and reduce various complaints caused by this. In this regard, domestic brands are obviously much better. The report pointed out that after the motherboard problem of the Xiaomi 11 series, Xiaomi did not shirk responsibility, accusing consumers of "not knowing how to use it", but were willing to take the initiative to stand up and bear the due consequences.
Due to the suspension of upstream parts, the suspension of Xiaomi 11 series models has caused some users to worry, fearing that subsequent repairs will cause shirking and procrastination, so Xiaomi updated the after-sales service policy of this series of mobile phones. The announcement shows that on the basis of the original three guarantees, Xiaomi 11 series provides users with 36 months of free repair and replacement motherboard service. From the date of activation, as long as the fault caused by non-human damage, they can enjoy the official three-year free repair.
can do this, which has reflected the brand's sense of responsibility and responsibility, but Xiaomi has put forward higher requirements for itself. While extending the warranty period, it also provides Xiaomi 11 series users with a year-on-year free cloud service. It can also be seen from the details that Xiaomi has made up its mind to reach the high-end, so it must stabilize its brand image. It cannot ruin its efforts in the past few years because of individual issues, and it cannot make the reputation that it has finally won collapse. Therefore, it is more timely handled, which is also worth learning from other brands in the same industry.
Go back to Apple. Will it actively solve the problem like Xiaomi when it really occurs, and will it show the greatest sincerity to seek consumer understanding? I'm afraid Cook doesn't want to do this. For example, the iPhone 14 Pro launched this year also exposed the camera problem. A third-party application called the camera abnormally jittered. Some developers pointed out that this is hardware damage and it is a quality problem, but Apple claimed that it can be upgraded and fixed. No final conclusion has been given so far. Apple users can only wait long to admit that they are unlucky. Does anyone have to say that they are more conscientious?
