Internet TV brands are declining, the phenomenon of false standards for color TV products still exists

On March 5th, the "2018 China Color TV Product Quality and Service Symposium" was held in Beijing. Organized jointly by the Consumer Electronics Investigation Office of the China Electronics Chamber of Commerce, the Color TV Technology Innovation Alliance, and Suning.com, the event aimed to evaluate the quality and after-sales service standards of color TVs in the Chinese market. During the symposium, two key reports were released: the "2018 China Color TV Product Quality Report" and the "2018 China Color TV After-sales Service and Consumer Satisfaction Survey Report." The satisfaction report revealed that overall consumer satisfaction with TV usage and after-sales service remained relatively stable. Leading brands like Hisense, Changhong, Skyworth, Konka, and Sony performed above average, with domestic brands generally outperforming their foreign counterparts. However, the report also highlighted significant challenges, particularly in the after-sales service for Internet TVs, where consumers faced difficulties in resolving issues related to software malfunctions and rights protection. A notable issue identified was the prevalence of false product standards in the color TV market. Despite efforts to improve transparency, many manufacturers exaggerated specifications such as resolution, response time, and viewing angles. For example, some TVs labeled as "8K" actually had only 4K or even 2.8K resolution. These discrepancies are hard for consumers to detect without technical knowledge, making it difficult to claim their rights when problems arise. Dr. Zhang Subing, Director of the Digital TV Standards Compliance Testing Center under the Ministry of Industry and Information Technology, emphasized that while technological innovation has advanced rapidly, the regulatory framework has not kept pace, leading to ongoing issues with misleading standards. The decline of Internet TV brands has also raised concerns. Once a dominant force in the market, these brands have seen their market share shrink significantly. Many have struggled to maintain after-sales support, leaving customers without proper service when products fail. Although some brands still offer warranty policies, the reality is often far from ideal. After-sales services are frequently inconsistent, with many outlets closing down or becoming unresponsive. This has left consumers in a vulnerable position, unsure of how to seek redress when things go wrong. In response to these challenges, experts at the symposium advised consumers to be vigilant when purchasing. They recommended checking for third-party certifications and seeking reviews before making a decision. In cases where companies fail to meet their obligations, consumers can file complaints with industry regulators or consumer associations, or even pursue legal action through arbitration or court proceedings. Another growing concern is the rise of AI-powered TVs. While many companies marketed their products as "artificial intelligence," not all delivered on the promise. Some models only offered basic voice interaction, lacking the true cognitive abilities expected from AI. A test conducted by Zhang Subing in 2017 showed that speech recognition accuracy varied widely, with some devices taking up to five seconds to respond. Although AI TVs have made progress, there is still a gap between current capabilities and the vision of fully intelligent systems. Despite these challenges, smart retail is gaining momentum, with offline stores becoming increasingly popular among consumers. According to the satisfaction report, 57% of consumers prefer buying TVs from physical stores, emphasizing the importance of in-store experience. E-commerce giants are now expanding into the offline market, with Suning’s O2O model serving as a prime example. Suning offers a wide range of service products, supported by over 5,500 service centers and 50,000 technicians, providing comprehensive support across multiple categories. Experts believe that after-sales service has become a critical factor influencing consumer choices, alongside brand reputation and product quality. Lu Jianbo, Deputy Secretary General of the China Electronics Chamber of Commerce, stressed that high-quality after-sales support enhances brand image and builds consumer trust. As more people prioritize service, TV manufacturers must invest in better support systems to address customer concerns and ensure long-term satisfaction.

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