New Regulations for Flat-screen TVs: New "Details" for Returns and Exchanges

by hitouchm26 on 2012-03-09 09:29:42

(Editor: Ying Xu) In these detailed implementation rules, it is made clear that the producers of complete machines are the final responsibles for product quality and after-sales service quality. Whoever sells shall take the lead in being responsible for "three guarantees" (referring to repair, replacement and return). That is to say, within the effective period of "three guarantees", sellers should take the lead in assuming the responsibility of "three guarantees". They must not deliberately delay or unreasonably reject, and then pursue the responsibility of whole machine producers or repairers according to contractual agreements. The issuance of the above national related policies provides policy support for the standardized and healthy development of the after-sales service industry of flat-panel TVs. However, as color TV enterprises have fired the first shot of the National Day Golden Week promotion, this announcement only stipulates that flat-panel TVs will be included in the "three guarantees" regulations, making it clear that the "three guarantees" validity period for whole machines is one year and three years for main components, without formulating detailed implementation rules for specific enforcement situations. Bai Yuhua, president of Tianjin Electronic Electrical Product Maintenance Industry Association, said that with the continuous improvement of the maturity of the flat-panel TV industry, and the self-discipline normative measures issued by flat-panel TV manufacturers having been implemented for nearly a year, the disputes between consumers and producers, sellers, and repairers over "three guarantees" issues have gradually decreased. "Such explicit provisions for upstream panel manufacturers to implement warranty obligations to downstream complete machine factories are the first in China's home appliance industry," insiders believe that the implementation details reflect the after-sales traceability system of "salesmen responsible to consumers, color TV manufacturers responsible to salesmen, and panel manufacturers responsible to color TV manufacturers", which is conducive to the actual operation of enterprises. Many consumers have encountered problems during the use of flat-panel TVs. After multiple repairs without seeing any improvement, they could not reach an agreement with the manufacturer on whether to continue repairing or return/exchange the TV. In response to this problem, the implementation details clearly stipulate that within the one-year "three guarantees" validity period of the whole flat-panel TV, if the TV is repaired twice but still cannot be used normally, the repairer shall provide repair records and proof, and the whole machine producer (or seller takes the lead) shall be responsible for providing consumers with free replacement of products of the same model and specification (or performance and specifications no less than the original model). If consumers do not want to exchange but request a return, the seller should give a return, and then legally seek compensation from the producer or handle it according to the purchase and sales contract. It is worth noting that as the main component of flat-panel TVs, liquid crystal screens, their manufacturers will also bear corresponding warranty obligations. Recently, the "Detailed Implementation Rules for Repair, Replacement and Return Responsibility of Flat-Panel TVs (Interim)" led by the China Electronic Imaging Industry Association was released and implemented. The rules clearly stipulate that within the validity period of the "three guarantees" for flat-panel TVs, if the TV is repaired twice but still cannot be used normally, the production factory needs to implement returns and exchanges for consumers.