Flat TV service upgrades smart TV short-sale after-sales

In the past two years, with the continuous improvement of the national after-sales service system, the increase in the service level of color TV companies, and the increase in awareness of consumer rights protection, the after-sales service for flat-panel TVs is continuously improving, and consumer complaints are also rapidly declining. According to statistics from China Consumers Association, the number of complaints for television products in 2011 was 14,445, a decrease of 18.5% from 2010, and the number of complaints also dropped to ten, ranking after the complaints of mobile phones, internet, air conditioners, and computer products. . It can be seen that the service level of China's flat-panel TVs is being greatly improved, but according to the author's understanding, the increasingly popular smart TV service has suffered.

After-sales system continues to standardize the consumer satisfaction index gradually climbed For a long time, in the after-sales service of flat-panel TVs, the display warranty period is the focus of consumer attention, but also color TV companies continue to improve after-sales service issues. In 2007, domestic brands such as Hisense, Changhong, and Haier have proposed a three-year warranty on flat-panel TV displays. In 2010, Samsung, LG and other foreign brands also publicly promised flat-panel TV displays for three years. Subsequently, on March 1, 2011, the General Administration of Quality Supervision, Inspection and Quarantine issued an announcement to include flat-panel TVs and merchandise in the “Regulations on the Responsibility of Certain Products for Repair, Replacement, and Return” adjustments, clarifying the one-year warranty for flat-panel TVs and the major components (including display screens). Three-year basic warranty requirement. The continuous standardization of the after-sales service system has played a key role in the development of flat-panel televisions. At the same time, based on the improvement of the after-sales service system for flat-panel TVs, the consumer's satisfaction index on the use of flat-panel TVs and after-sales service is also rising. According to the “2012 China Flat TV Consumer Evaluation and After-Satisfaction Satisfaction Report” released by the China Consumer Electronics Research Office of the China Electronic Chamber of Commerce, data show that consumers’ satisfaction with flat-panel TVs and after-sales service satisfaction index reached 91 and 80, a year-on-year increase of 1 and 2 percentage points. The increase in consumer satisfaction not only benefits from the increase in the quality of flat-panel TVs in recent years, but also the increase in the number of flat-panel TVs, the richness of content and the diversified development of functions.

Smart TV software and hardware upgrades after-sales service is now the emergence of short-smart TVs led to the transformation of the color TV industry, technology and service capabilities have become the focus of competition for color TV companies. After the development trend of smart TV IT in 2011, in 2012, the smart TVs of color TV brands focused more on hardware and software upgrades. The era of Andriod2.0 has been eliminated, replaced by the prosperity of Andriod4.0 operating system. Second, in the smart TV software applications, especially the cloud platform, Changhong, Hisense, Konka, TCL, Samsung, and other Chinese and foreign TV brands have their own Its long. Changhong’s Ciri voice smart terminal group, Skyworth’s cloud health smart TV, Konka’s cloud payment, cloud security, etc., and the ever-changing television function have enabled television to go beyond the tools of home entertainment and rise to social and medical levels. According to relevant person in charge of Konka Group, Konka Smart TV has the terminal's online payment system and application services, and will continue to expand the payment channels and service scope in the follow-up, and it will also be combined with the live TV broadcast. It can be seen from this that TV manufacturers have increased the depth and breadth of services in terms of content, applications, experiences, software, etc., which have become consumers' rigid demands. How to ensure the maintenance level of software systems has become a new challenge for color TV companies. According to the survey data of the Consumer Electronics Product Survey Office of the China Electronic Chamber of Commerce, the various TV brands have different standards for after-sales maintenance of smart TVs. The maintenance of smart TV hardware is in accordance with the national Three Guarantees regulations. In software services, domestic TV brands have promised for the first time. Software commissioning is free of charge, and the rest is priced from RMB 30 to RMB 40/times, while some foreign brands make it clear that they only provide on-line guidance for upgrades and do not have professional on-site services. Therefore, the problem of how to deal with the failure of smart TV software needs to be further improved. The proper handling of software upgrade and maintenance is the fundamental of the development of smart TV.

A unified standard for difficult-to-produce enterprise standards, frequent software services into the three-consumer consumer voice is highly reliable. According to reliable sources, in the first half of this year, the smart TV standard is still in further revision, the introduction date is still far from finalization, facing the difficult production of national smart TV standards, As well as the continuous improvement and enhancement of the performance of the software and hardware of smart TV products, the standards of TV sets in various color TV companies have gradually evolved into an upsurge. It is understood that TCL and Konka will release smart cloud standards in the first half of this year, and Changhong will also bring its smart standards to market. The diversification of performance and standards of color TV brands, while providing more services for consumers, the imperfections of after-sales services have also added more pressure on consumers. It is understood that the smart TV triple pack regulations for Chinese and foreign mainstream color TV brands are only applicable to TV hardware, while the software performance service is excluded. Consumers believe that the most important thing for smart TV products is the application of software functions. If software upgrades and debugging are not within the scope of the Three Guarantees, consumers' interests cannot be guaranteed for smart TV novices or the TV itself.

According to Lu Jiebo, a well-known household electrical appliance expert and deputy secretary-general of the China Electronic Chamber of Commerce, in the case that you have not yet unified smart TV labels, the performance of smart TV hardware and software of each brand is different, and color TV manufacturers should provide corresponding after-sales service measures, not only in hardware. In order to meet the Three Guarantees Regulations, we must also improve the after-sale maintenance standards in software services. At present, smart TVs are moving toward the fast track of development, and software performance has become the main competition point for all companies. Therefore, software after-sales services need to be properly adjusted and handled. Facilitate the full development of smart TV.