Consumers: Let’s make the customer “god”
Time Recently, Dan Tri has received many complaints from consumers when they went to buy a new machine but encountered a situation where the machine’s seal was removed before it reached them. Many dealers confirmed that the seal removal was completely fair and honest Currently, they are very careful to control goods before reaching consumers. However, retailers’ answers have not really convinced customers because buyers still want to be the first to open. Because the box has spent money to buy a new one, it has the right to demand satisfaction.
After the article “Customers complain about buying new phones whose genuine seal was removed”, we received quite a few comments from readers across the country. Many readers believe that removing the seal is unnecessary and sincerely hope that retailers and manufacturers have a new mechanism to ensure the rights of consumers in accordance with the principle: “The customer is king.” ”.
Reader Tram Anh said: “There is no reason to check product quality before delivering the product to customers to remove the seal. Currently, the only Most iPhones – Apple are sealed until the owner (the person who paid for the device) opens and activates the product, and it seems that there has never been a defect or poor quality of accessories included with the device believe that high-end and famous phone brands such as Samsung; HTC; Sony… are of the same quality and standards, so to ensure the rights of 100% new buyers (original packaging). The store should not take away the customer’s right to remove the machine seal.”
Reader Bui Van Manh said: “Your concerns are completely correct The mobile phone retailer’s reason to open the seal to check is not convincing. If it is genuine, the quality assurance is the company’s responsibility (written in the contract). the possibility of retailers cheating… Shoppers should be cautious and alert.”
Agreeing with the same opinion, reader Kim Hung also said: “No, I think this is the way to do it. This is not beneficial to users because it cannot be assumed that the company’s product is missing accessories when packaged because this is a product of a reputable company in the world market and at the same time the product is sold to customers. All customers must check the product before activating the product warranty.”
“If there are missing accessories or the device is faulty and cannot be used, the retail system will seal it. notify and return it to the supplier in the presence of the seller and the buyer” Reader Kim Hung emphasized.
Manufacturers speak openly seal for the benefit of customers
Talking with us, Mr. Nguyen Hong Chau, Director of HTC Vietnam, said: “Because Due to our country’s limited legal regulations and database infrastructure, removing the goods inspection seal is necessary. First of all, there must be instructions for use in Vietnamese in each machine box, then there is the import stamp of each distributor clearly showing the details of where the goods were imported from and on what date, so that when the goods are imported, the goods must be imported. The amount of market management checks is not considered contraband. In addition, the stamping of each distributor (NPP) is also a form to help customers distinguish between genuine, officially imported goods and hand-carried goods. Next is the Warranty Paper for each device when distributed in Vietnam to ensure after-sales benefits for customers.”
Asus Vietnam representative said: “We confirm that removing the seal to affix the genuine stamp and checking spare parts and briefly checking the machine after being transported long distances from the manufacturing plants to each country is necessary to ensure customer rights.”
Explaining more clearly, the Asus representative said: “For notebook products with many separate components… our distributors open the case and affix genuine stamps on the machine & other components. Checking important accessories such as battery adapters in advance will help us proactively have a replacement or warranty plan right from the first step, reducing shipping costs for products of this size and weight. notebooks are returned to the distributor’s warehouse after arriving at stores nationwide.
For tablet and phone products, we affix the genuine distributor stamp right there. outside the machine’s packaging so customers can easily identify the origin of the goods. Besides, tablets or mobile phones are relatively small devices, so stamping directly on the device & accessories more or less affects the external interface of products that are currently considered fashion items. page represents the user’s style. Therefore, most Asus tablet & phone products are kept sealed when they reach the user. We also encourage customers to open the box to check accessories and start the machine to ensure the machine is working properly right at the store when purchasing the machine. The company’s policy and Asus’s dealer and distributor system will always create the best conditions and support for customers to get the best quality products.”
Review and test the seal retention process
Answer to users’ expectations Consumer Mr. Chau also shared: “HTC as well as many other phone manufacturers aim for perfection throughout the phone production process from the beginning of design until the product arrives. in the hands of consumers (NTD). Providing a sealed phone is also one of HTC’s production criteria. We currently fully agree with this subjective wish of consumers testing the solution to keep the seal intact for customers. Hopefully this solution will soon be put into practice.”
“On Sony Electronics Vietnam’s side, we always stand by the standpoint of being ready to support retailers in returning goods if the goods are damaged, scratched or missing components.” The Sony representative said.
The Nokia Vietnam representative also affirmed that they are in the testing process and are serious. Consider the issue of keeping the seal intact when it reaches the customer to ensure the rights of consumers.
Meanwhile As for the retailer, according to Mr. Dang Thanh Phong, head of PR communications department of Mobile World Joint Stock Company, emphasized: “In response to customers’ desire to open the seal themselves, TGDD is seriously considering this issue. .”
From seal opening to e-commerce
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Many readers also raised many problems about removing the seal before reaching the customer. Is it feasible to buy the device online and have it delivered to their door? ?
A reader also said that when ordering online and when receiving the product at home, the device had been peeled off and many applications were installed on the device. This customer immediately asked the supplier why the machine was purchased new but the seal had already been removed and used? Why not have the original seal and when delivering, there is a working record between both the customer and the delivery person? “The answer to this is to unplug the tester and install the best applications for the customer is a fallacious and impractical answer.” This reader adds.
Those are just some of the questions that many readers wonder about and correct the current situation. is happening in Vietnam. When buyers are always worried when they spend a small amount of money to buy a device but receive the product with the box removed, they don’t know what’s inside. feel safe and confused when using it.
At the same time, reader Hai Anh also said: “Vietnamese people’s mentality when buying a large amount of money is to come see it in person. Only then can you decide whether to buy or not. But when the machine has already been removed, everyone will be confused.”
For further explanation, this reader said that when the psychology of direct buyers is not really secure, the question is whether it is safe to buy a device online and have it delivered to your home? Who trusts enough to be able to buy products online and have them delivered to their home?
According to statistics based on EuroMonitor’s data, within 5 short years, the number of Internet users in Vietnam has increased more than half times from 28 million to 43 million (153% ). Estimated to reach over 40% of the population. An increase that can be said to be the second best in the region.
Many experts also believe that e-commerce in Vietnam is also increasing and that Vietnam is also a market with a lot of potential for development. In an article by author Le Thiet Bao, he explains: “If we only consider Vietnam’s data in 2011, the proportion of e-commerce accounted for 0.25% of the market, reaching 154 million USD. By the end of 2016, this proportion is expected to increase nearly twice as much. 3 times reaching 0.71% with capitalization value increasing 6 times reaching over 900 million USD (equivalent to 18,000 billion VND). Based on the number of products on e-commerce platforms and the number of transactions, we see two common types of products The most popular are still: Fashion and Technology (including electronic phones and household appliances). These two types of products account for over 80% of listings and of course over 50% of sales.”
So from the fact that e-commerce is a very large and potential market in Vietnam, back to the story of opening the machine seal from a small matter that has caused insecurity from consumers. Even when buying directly at a store, online purchases have the potential to have a greater impact when users don’t really trust them. This is also a fairly small aspect but it affects buying behavior understand the psychology of consumers in making e-commerce more developed in the coming time.
“I think retailers, distributors and manufacturers should open a new mechanism, a new process to ensure the rights of customers like us.” A reader told Dan Tri.
Quoc Phan
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