Five channels for home improvement disputes

Autumn has always been a busy season for decoration. A variety of disputes are also easily followed. Problems with renovation and construction, low quality floors, and untimely delivery of furniture, etc. In the face of mixed home disputes, most consumers often do not care. Clearly, the road to rights protection has become extremely difficult. If you want to resolve home disputes quickly and successfully, you must find the right path.

Case 1: Ms. Liu , who lives in Xicheng District, purchased a number of laminate floorings at a home store. After the floor was laid, she found that there was a lot of gaps between the boards, and it was common in the living room and bedroom. In the face of such problems, manufacturers have not shown a positive attitude. Ms. Liu then reflected the situation to the store. The customer service personnel in the store came to the conclusion that the quality of the floor was found after the site investigation. On the second day, the buyer and the seller were organized to mediate on the spot. Ms. Liu finally got a satisfactory solution.

Comments: Ms. Liu’s thinking on rights protection is clear. When the agreement cannot be reached with the manufacturer, the problem is quickly reflected in the aftermarket department of the store. Because the product does have quality problems, the problem was quickly resolved with the promotion of the store.

Case 2: Ms. Li who lives in Haidian District purchased a batch of solid wood floor heating in a building materials market outside the East Fifth Ring. After the heating season began, the floor was seriously deformed. Due to the non-standard contract, both parties hold their own words in the details of the sales cycle, and the sellers are not willing to pay compensation. The store's attitude is not positive. In desperation, Ms. Li contacted the Consumers Association and the Flooring Association, but has yet to reach an optimal solution.

Comments: Ms. Li has contacted the manufacturers and stores and even invited the relevant associations to mediate. However, due to the extensive management mode of the building materials market, it is not binding on the manufacturers, and the brand is not a member of the floor association and is not bound by the association. Therefore, the final result is resolved. Also not satisfactory.

Case 3: Ms. Chen , who lives in Fengtai District, found that after the decoration company completed the construction, the phone in the home could not be used normally because of the line problem. He contacted the foreman and repaired. However, due to the unknown responsibilities and complicated maintenance, the foreman was slow . Faced with this situation, Ms. Chen still disputed the issue of responsibility with the foreman, and this stalemate lasted for more than half a month.

Comments: After the dispute, Ms. Chen did not contact the decoration company's after-sales department, but constantly entangled with the foreman, resulting in the problem has not been properly resolved.

Channel 1: Contact the company's aftermarket directly

As far as the home improvement industry is concerned, most home improvement companies take on the responsibility of the foreman. When encountering problems or disputes, consumers can negotiate with the foreman to resolve, and they can also report to the home improvement company's after-sales department.

The author learned from the current decoration that if consumers are dissatisfied or have problems during the renovation process, after receiving the complaint, most home improvement companies will contact the consumers within 24 hours and send someone to the site within 48 hours. As for the fact that the facts are conclusive and the fault is obviously on the decoration side, the company will generally deal with it from the perspective of the consumer as soon as possible to avoid delaying the construction period. However, for furniture and floor companies, especially those headquartered in other cities, their sales and after-sales in Beijing are mostly borne by the distributors. Some dealers, for the sake of guaranteeing profits, will appear to be evasive when dealing with disputes.

Applicable situation: The accused company is large in scale and has a perfect management system.

Firms with a certain scale and brand awareness usually pay great attention to the reputation of the company. Therefore, as long as the problems pointed out by the consumers are conclusive and the compensation conditions are reasonable, they can be solved effectively and quickly. However, in the face of small-scale enterprises, dispute resolution is often not so smooth, and the situation of “short-circuiting” often occurs. If consumers do not provide sufficient evidence, they often fall into a state of wrangling with these companies, and the final solutions often do not satisfy consumers.

Channel 2: Negotiating with Home Marketplace

As a home store that provides product sales venues for enterprises, it also has corresponding responsibilities for disputes arising during the consumption process. Therefore, when the communication between the consumer and the dealer or the company headquarters is unsuccessful, even in the process of communication, it is also possible to reflect the situation to the seller's home store at the same time. But it needs to be reminded that when consumers sign a contract with the merchant, it is best to use a unified model provided by the store. In addition to requiring the seller to stamp the seal, they must also affix the store contract chapter to the service counter of the store, which is equivalent to giving the contract. On the "double insurance."

Applicable situation: The brand of the market where the product is sold has a high reputation and is binding on the company.

At present, many home stores on the market put forward the promise of “pay ahead”, and these are all from the store’s binding force on the companies entering the market. It is understood that many large-scale home stores will impose deposits on in-store merchants so that they can exercise restraint when handling disputes. However, the relatively confusing building materials city usually does not have a store entrance threshold. The management model is relatively extensive, and it is almost non-binding to the sellers. In this case, even if the contract of the building materials city is stamped upon shopping, in the event of a dispute. The mediation role that the building materials city can play is also extremely limited.

Channel 3: Seeking consumer association help

When consumers encounter problems in the decoration process and communicate with companies, many people first think of the consumer association's complaint. When making a complaint, it is necessary to have a clear object of the complaint, and provide the exact address, telephone number, etc. of the accused party so that the association staff can contact the party being called. Consumers also need to provide relevant evidence such as invoices, contracts, etc. If both sides hold separate statements about the facts, the staff member will ask the respondent to give evidence. If the responsibility is on the accused party, the Consumer Association will come forward to mediate.

Applicable situation: The respondent company has a certain scale and management is relatively perfect.

It is understood that not all complaints can be successfully mediated by Consumers Association. There are many reasons for unsuccessful mediation, including the fact that the two parties have not reached an agreement on compensation matters, and there are also cases where consumers demand unreasonable or home companies refuse to accept mediation. There is no relationship between management and management between consumer associations and home improvement companies and furniture and building materials companies. This means that the mediation parties have the right to choose to accept or give up the mediation results of the association. In general, disputes are likely to occur in small-scale, loosely-managed home improvement, furniture and building materials companies. Because the quality of their employees is not high, disputes are often difficult to reconcile.

Channel 4: Complaints to Industry Association

In the case of home-related disputes, complaints to relevant industry associations are also one of the ways to solve the problem. Most industry associations have consulting and complaints departments. The Beijing Building Decoration Association is taken as an example. It consists of a home improvement committee and dozens of member units, and has a special consulting and complaints department.

Liu Shuyun, Consultant and Complaint Department of Beijing Decoration Association Home Improvement Committee, told reporters that after receiving complaints, the staff of the association will have a certain expertise to make initial judgments on the crux of the problem. If the fault is apparent in the decoration company, the staff member will get in touch with the home improvement company that has been complained, and both parties will go to the association for interview. For cases with complex causes, the association will send staff or industry experts to the site to conduct the responsibilities appraisal and divide the responsibilities before further coordination.

Applicable situation: The accused company is a member unit of the association.

Gao Zhihua, executive vice president of the floor professional committee of the China Wood and Wood Products Distribution Association, said that if the respondent company is a member of the association, the association is the organizer and manager of its member unit and has certain authority, and it will be present at the association. In the case of mediation, companies will at least use positive attitudes to solve problems. However, for the non-association member units, the deterrent force of the association becomes insignificant. In fact, complaints against non-member companies often account for the vast majority of complaints. Liu Shuyun told reporters that some consumers did not even have the address and telephone number of the home improvement company, which caused great inconvenience to the coordination work of the association. Even if some consumers provide contact information for home improvement companies, they often ignore the association because the company is not regulated by the association. When this happens, the association has no enforcement power. What can be done is to provide consumers with solutions that can make up for the current situation.

Channel 5: Resolve through legal channels

When confronted with home furnishing disputes, consumers can also take legal arbitration. However, arbitration requires the parties to explicitly agree in advance. If the parties do not agree in advance, they can negotiate afterwards and the two parties can agree to apply to the arbitration institution for arbitration. What needs to be reminded is that the above five kinds of complaints are in a parallel relationship and there is no order of precedence. However, if the consumer chooses to arbitrate or prosecute, the previous mediation channels no longer mediate the case.

Applicable situation: Consumers have huge losses and have enough time and energy to respond.

The mediation method of other channels is different, and the judgment of the arbitration institution and the court is mandatory. However, it is understood that only a very small number of consumers choose this method. On the one hand, it is because the judicial channels take a long time. At the same time, in order to facilitate the collection of evidence, the housing needs to remain intact. This will undoubtedly delay the stay. In addition, the settlement of disputes through legal means requires a certain amount of cost, and most consumers think that doing so is not worth the candle.

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