At the 2019 315 Evening Gala, CCTV exposed many after-sales problems of 3C companies. But even after the 315 exposure, the chaos of 3C after-sales still exists. At present, 3C after-sales service, as an important part of people's livelihood and happiness index, is still difficult to solve.

Now that the doors of the annual 315 Gala are about to open, after two years, can the after-sales issues of home appliances 3C enter the palace again? It is quite worth the attention of consumers.

After sales system for small household appliances: the path to success under the strategy of "striving for dividends"

In the past two years, small household appliances have become increasingly popular. With the dominance of beauty economy, more and more beautifully designed and convenient small appliances have become the new favorite of young people.

However, in terms of after-sales service, small appliances have always been the focus of consumer complaints.

The lack of branches, unclear after-sales responsibilities, chaotic charging, and non-standard maintenance are still common pain points in the after-sales service of small household appliances.

Some people say that small household appliances have low unit prices, and users are more concerned about appearance and brand strength. They have typical fast-moving consumer goods characteristics, and users don't care about after-sales service at all. If they break down, they can just throw them away.

Is that really the case? Let's take the vacuum cleaner in small household appliances as an example and delve deeper.

Vacuum cleaners belong to small household appliances, but their prices are actually closer to those of household appliances. From the perspective of product price and value equality, some small household appliances can actually be classified as part of the household appliance industry.

However, unlike traditional household appliances such as refrigerators and washing machines, although vacuum cleaners are consumables, they are essentially home appliances rather than fast-moving consumer goods, with a longer product lifecycle. This determines that after-sales service is a crucial aspect. Under the pricing attribute of major appliances, the after-sales service system is crucial.

In addition, the current second-hand economy is booming, and second-hand small household appliances have become important consumer goods, further reflecting the value of the after-sales system.

In the second-hand market, there is a pricing theory for after-sales service, just like buying a house, the quality of the property in the community is also one of the factors that determine the housing price; Many people consider the warranty period and after-sales service when buying second-hand computers and mobile phones, and are willing to pay extra costs for it.

From the consumer profile of the second-hand market, it can be seen that most consumers are sensitive to prices. The second-hand goods market is also a typical lemon market. Products within the warranty period mean that after-sales service is more worthy of protection. In addition, whether a brand has a sound after-sales system directly affects the later use cost and is an important factor affecting users' purchasing decisions.

For small household appliances that are priced in line with mainstream appliances, this means that in the secondary market, brands and products with complete after-sales support are more competitive in terms of price, which further affects consumers' purchasing decisions.

The after-sales chaos in the small home appliance industry is frequent, and it is not enough to simply blame small brands or even unbranded OEM factories. Some top brands may not be doing it authentically enough.