Flat TV sets new standards for after-sales service

In recent years, continuous survey data on flat-panel TVs used by the Consumer Electronics Survey Office of the China Electronic Chamber of Commerce showed that the level of satisfaction with product use and after-sales service for flat-panel TVs is increasing year by year. According to research data from the Consumer Electronics Products Survey Office of the China Electronic Chamber of Commerce, it is estimated that there will be 45 million flat panel TVs in China in 2013, of which smart TVs will exceed 50% for the first time, and 3D TVs will become popular soon. 3D, smart, cloud TV, large size, ultra High-definition televisions and other new television products are gradually entering the home, and the revolution in flat-panel TV products will also bring new challenges to after-sales services.

The after-sale problem of smart TVs is mostly due to the incomplete consumer experience of smart TVs, including how to download and install applications, how to upgrade smart systems, whether software and hardware can be upgraded synchronously, whether the smart system platform is stable, and whether network access is safe and reliable. Other issues have all put higher demands on color TV service companies. How to improve the user experience of smart TV products and solve new problems arising from diversified products, and formulate smart television after-sales innovation mechanism put forward higher goals and requirements for color TV brands. Are color TV brands setting up new aftermarket areas for smart TVs? Is the after-sales service channel more convenient and faster? Is smart TV service cost reasonable? Is the service level professional? Is smart TV application supply rich? Is network upgrade convenient? It has become the new standard to test the after-sales service level of each brand of smart TV products.

In addition, with the focus of e-commerce competition turning to major appliances in 2012, the sales channels of flat-panel TVs in China have shown a trend of diversification. However, in view of the virtual and special nature of the e-commerce sales model, the e-commerce service model has attracted much attention. Flat-panel TVs to e-commerce, product experience, logistics and distribution, on-site installation, after-sales service and other issues will put forward higher requirements for e-commerce. According to the survey, the current after-sales service under the e-commerce model is faced with such problems as excessive dependence on logistics, complicated operation procedures, poor professionalism of after-sales service personnel, and distribution of after-sales rights and responsibilities of manufacturers. E-commerce became the hardest hit area for after-sales complaints, and home appliances are the most important issue for e-commerce after-sales issues. As a result, special after-sales models such as e-commerce have become another factor affecting the after-sales development of flat-panel TVs.

In view of this, the Consumer Electronics Product Survey Office of the China Electronic Chamber of Commerce will convene the 2013 China Flat-panel TV 3.15 Quality and Service Symposium on the theme of "new changes and new services" in response to the current status and new features of China's flat-panel TVs and after-sales service. ". The meeting will invite leaders and experts from the Ministry of Industry and Information Technology, the State Administration of Quality Supervision, the State Administration for Industry and Commerce, the China Consumers Association, the China Quality Association, the Appliance Repair Association and other departments, and color TV manufacturing, distribution, and after-sales service companies as well as professional media to discuss the quality of flat-panel TVs. Smart TV sales after-sales innovation services and e-commerce after-sales service model and other issues in-depth discussion.

On the eve of the conference, the Consumer Electronics Product Survey Office of the China Electronic Chamber of Commerce will also conduct surveys on consumer flat-panel TV usage and after-sales service satisfaction, and the China Electronics Standardization Institute will publish "2013 China Flat-panel TV Product Quality Report", China The Electronic Chamber of Commerce announced the 2013 Survey Report on China's Flat Panel TV Consumer Satisfaction, and jointly issued a "White Paper on China's Smart TV After-sales Service" in cooperation with authoritative organizations for the status quo of after-sales service of smart TV brands and innovative services, and jointly promoted China Smart TV Standardized development of after-sales service.

The symposium will be held in Beijing on March 8th (Friday). For more exciting content, please pay attention to "New Reform and New Service - 2013 China Flat Panel TV 3.15 Quality and Service Symposium".