For consumers, ceramic tiles are semi-finished products that require a series of operations such as transportation, handling, secondary processing, and paving to become finished products for decorating home spaces. For a long time, due to the relatively long service chain, ceramic tile consumers often encounter after-sales disputes, and the problems are relatively complex, and the complaining party and the respondent often get into trouble.
Recently, a reporter from China Ceramics Network searched online and found that in the past two months, there have been more than 20 ceramic tile after-sales related complaints on Black Cat Complaints and other online platforms. "Kicking the ball", frequent problems occur when buying bricks online, etc.
Cracked, peeled off, and worn after decoration
The quality of ceramic tiles has been criticized
The reporter found that the quality of ceramic tiles is the most common complaint from consumers. Such problems include serious color difference, cracking and falling off after laying, uneven tiles, and scratches soon after decoration.
Among them, the problem of color difference of ceramic tiles is frequently mentioned by consumers. “After laying the bathroom, I found that one of the floor tiles had a big color difference. The seller said it was due to the difference in light or that the cement was not dry enough. The final explanation given was that the ceramic tiles in their home were different. Because the texture of each piece is different, the color will be different, and each piece is different." "There is obvious color difference in the off-white tiles. At first I said it was due to the light, but later I admitted that there is indeed a color difference." "The tiles posted are different from those in the store. The colors of the samples I saw were very different”…
Cracking and falling off of ceramic tiles after they are laid are also common complaints. On the online complaint platform, a consumer said that the brand ceramic tiles he purchased for 4,000 yuan had serious quality problems and needed to be reworked and laid, and the water, electricity and waterproofing were destroyed, causing great losses in labor and materials. Another consumer also said that the floor tiles he bought cracked during laying. The merchant's after-sales explanation was that the cracks were caused by transportation. Half a year after the tiles were replaced, cracks appeared again. This time, the after-sales service insisted that the quality of the tiles was fine and that there was a problem with the tiler's craftsmanship or the tile adhesive, and they refused to compensate.
There are endless complaints on the Internet such as ceramic tiles are easily scratched, stains penetrate and cannot be cleaned, and unevenness is found after laying. After a renovation, a Shenzhen owner discovered that the floor tiles in his living room were very easy to scratch, glass products could crack if dropped, and stains on the surface of the tiles could not be wiped off. He seriously suspected that the tiles he bought were inferior products.
After-sales shirk and delay in solving the problem
Dealer and manufacturer services need to be improved
Renovation involves many links. Many times when problems with ceramic tiles occur, it may not be clear whether they are caused by substandard quality or other links. However, in many cases, what causes consumers to complain online is not product quality problems, but dissatisfaction with the merchant's after-sales service. The reporter found that more than 90% of consumers mentioned being dissatisfied with the ceramic tile store's after-sales service or solutions when complaining, and there were problems such as shirking responsibility, delay in solving the problem, and being unable to be contacted.
Recently, a consumer complained that he spent 6,460 yuan to buy a batch of wood grain tiles. After the paving was completed and the seams were done, he found that there were white lines on the surface of the wood grain tiles, which looked like floating dust but could not be cleaned. It was determined that the white stains on the surface were the release agent applied on the back of the ceramic tiles when they were fired. After reporting it to the store manager, the store manager sent a professional cleaner to clean it. After two cleanings, the white stains on the surface were basically removed, but the traces left by the stains were also very obvious. Regarding this matter, the store and the manufacturer admitted that there were quality problems with the tiles and agreed to replace all the tiles.
I originally thought that the matter could be resolved satisfactorily like this, but the handling methods and service attitude of the store and manufacturer's regional managers made consumers extremely dissatisfied. First of all, when the consumer, store manager, and manufacturer's regional manager agreed on a time to go to the construction site to discuss the solution, the manufacturer's regional manager was nearly 30 minutes late and did not apologize when he arrived at the site. At the same time, during the subsequent communication and handling process, he was always The store manager conveys the manufacturer's solution, and the manufacturer's regional manager never directly contacts the consumer. Secondly, although the manufacturer agreed to replace the tiles, it delayed the construction period for more than two months and never offered any other compensation. Finally, during the communication process, the manufacturer deliberately shirks its responsibility, saying that the reason for the white stains on the ceramic tiles is that the tiler did not do a good job when laying them.Ground protection.
The above complaints about the after-sales service of ceramic tiles are not isolated cases. This shows that there is still a lot of room for improvement in the after-sales service of ceramic tile stores and manufacturers. Ceramic tile brands should find out in time and pay attention to the service training of relevant personnel. In addition, reporters from China Ceramics Network also found that the problem of poor after-sales service often occurs in ceramic tile stores on e-commerce platforms. The after-sales customer service of this type of store is often unresponsive and delayed in dealing with the problem. In the end, consumers can only "consider themselves unlucky".
The ceramic tiles are not correct
Fake and shoddy product circulation market
Whether it is on e-commerce platforms or offline stores, consumers may buy incorrect tiles. Reasons for incorrect tiles include different brands, counterfeit Guangdong tiles and counterfeit brand products.
Among this type of complaints, the most concerning is that stores pass off ceramic tiles produced in other places as Guangdong bricks. A consumer said in his complaint that he made a reservation of 5,000 yuan to buy Guangdong tiles from a brand of ceramic tile store. However, when the consumer went to pick up the goods, the store explained that Guangdong bricks were out of stock and asked him to pick up the brand's ceramic tiles produced in Guangxi. Consumers are very dissatisfied and do not accept the store's practice of replacing Guangdong bricks with Guangxi bricks. The matter is still being negotiated.
Another consumer's complaint showed that he also encountered a similar incident. He went to a nearby ceramic tile store to buy ceramic tiles and asked for "authentic Guangdong brick full-body marble", and the store also made a promise. When he was still considering the specifications of the tiles, the store delivered the tiles to his home privately. During his inspection, he found that the ceramic tiles were not only chipped and damaged, but also “three-no products” without 3C premium product certification. But the merchant made it clear that it was authentic Guangdong bricks and refused to take responsibility.
In addition, it is difficult for consumers to accept that the brand of ceramic tiles received is different from that of the store where they were purchased. A consumer complained that he purchased a certain brand of ceramic tiles on an e-commerce platform. After receiving the goods, he discovered that the brand name and production address of the manufacturer were different. The merchant only explained that there was no problem with the quality of the ceramic tiles and that the packaging was export packaging. . The consumer believed he had been defrauded by the merchant.
Don’t think that the brand of ceramic tiles you buy is different from the agreed brand only occurs on online e-commerce platforms. It can also be found in offline stores. Mr. Song from Jiangxi once reported a similar experience online. In April this year, he ordered a batch of ceramic tiles from a brand store. After receiving the goods in May, he was reminded by the decoration workers that he discovered that one of the specifications of the ceramic tiles was not the ceramic tiles with the store's brand name, but other unknown brands. . He believes that the price of brand-name bricks is much higher than that of non-brand bricks, and the store is suspected of shoddy products. The person in charge of the store said that they delivered the products according to the model and brand chosen by the customer, and did not send the wrong tiles or replace some tile brands. It is understood that a small area of the store displays products of other brands.
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In view of the difficulty in determining the responsibility for ceramic tile consumption disputes and the handling results are often difficult to satisfy, China Ceramics Network reminds consumers: choose formal channels when purchasing ceramic tiles, retain order information, carefully inspect the goods after receiving them, and make a clear decision Consumers, avoid stepping on "pits". But don’t be afraid when you encounter consumer disputes. When your legitimate rights and interests are violated, you must dare to defend your rights, promptly defend your rights, and be good at defending your rights.
