Xinhua News Commentary: Small appliances "fail after warranty expires," companies should not shift after-sales responsibilities

In recent years, issues such as small appliances breaking right after the warranty expires or being difficult to repair have continuously caused consumer dissatisfaction. A consumer in Guangzhou spent over 1,000 yuan on a Midea rice cooker, but after it broke, they couldn’t find an official offline repair center. Customer service told them they had to send it back to the manufacturer for repairs and bear the round-trip shipping costs. Other consumers who purchased Midea small appliances experienced similar problems, with devices breaking just after the warranty period and facing customer service’s evasion and pass-the-buck tactics.

These consumer frustrations reflect a real problem: some small appliances break after the warranty expires and are hard to repair, leaving consumers stuck in a frustrating situation of “not wanting to throw away something that still works.” Behind all this is a serious lack of after-sales responsibility from companies.

Leading companies in the small appliance industry, which hold significant influence and appeal in the market, should bear greater responsibility. However, in reality, when consumers encounter problems, customer service often evades responsibility, after-sales services create obstacles, and offline repair networks continue to shrink. Companies launch aggressive sales campaigns but retreat step by step when it comes to after-sales service. This “focus on sales, neglect service” approach not only harms consumer rights but also sets a negative example for the entire industry, encouraging a bad trend that “small appliances should be used up and discarded.”

Providing quality assurance and smooth after-sales channels are the foundation for a company to maintain its market reputation. Consumers buy products not only for their utility but also for the promise of “peace of mind” in use. Companies cannot ignore or force consumers to lower their repair willingness when faced with questions about “breaking right after the warranty” or “no repair options.” Neglecting or ignoring after-sales responsibilities gradually erodes consumer trust in the brand.

Currently, building a strong quality nation demands higher standards from enterprises. The “Outline for Building a Quality Powerhouse,” issued in 2023, explicitly states that the people should “use products comfortably.” The phenomena of “breaking right after the warranty” and “difficult repairs” clearly contradict the goal of “comfortable use,” undermine the brand’s reputation for quality, and deviate from the era of “high-quality development.” Industry leaders should demonstrate the responsibility they owe by offering durable products and convenient after-sales service to meet consumer expectations.

Source: Xinhua News Agency

Author: Yan Zhihong