Consumers' complaints about the quality defects of Kendia flooring were ignored.

Building materials and household products are closely related to people's lives, and once problems occur, they have a great impact, so the quality and after-sales service of building materials and household products have always been concerned by consumers. However, the situation in the consumer market is not satisfactory. Recently, China Quality Miles has been receiving complaints from Kendia flooring.

I haven't solved the problem floor for two years.

On April 20 10, Ms. Wang from Quanzhou, Fujian bought a batch of Kendia laminate flooring in Quanzhou Kendia flooring distribution office. The model of this batch of floor is RM02# Supreme Cork Series, and the name is Australian Flower Shadow Wood, with a total payment of 7225 yuan. It was installed in August, and at 5438+00 in June, Ms. Wang found a serious brown sauce on the floor, and began to make noise, feeling empty when stepping on it. Ms. Wang immediately contacted the floor dealer in Quanzhou Kendia until the end of February, 20 1 1. After checking the floor situation on the spot, the merchants confirmed that the floor did have quality problems, but they have not been solved. In June, Manager Gu of Kendia Flooring Fujian Company went to the site and agreed to send someone to repair Ms. Wang, but proposed that the maintenance cost should be borne by Ms. Wang. Ms. Wang believes that the Kendia floor merchant she bought has confirmed the existence of quality defects and raised quality objections within the statutory time limit, and the expenses should be borne by the merchant. Because no agreement was reached, the problem floor of Ms. Wang's house could not be repaired.

Problems have always existed, but solutions have been delayed indefinitely. Ms. Wang always feels sick. She repeatedly contacted Manager Gu of Kandiya Flooring Fujian Company, but failed, and was threatened with "no online complaints", so she called the customer service phone of Kandiya Flooring Company. According to Ms. Wang, many calls to customer service on February 20 1 1 were advertisements and no one answered. After calling 20 1 1 on March/0/5, the customer service staff replied "Give a reply after reporting to the superior". But it has been almost a year now, and Ms. Wang has not received any reply.

20 12 On February 4th, Ms. Wang called Manager Gu of Kendia Flooring Fujian Branch again, hoping to solve the problem, but the answer was "If it can't be solved, it's up to you". Ms. Wang once again pointed out that Kendia merchants have confirmed that there are quality defects in the floor and raised quality objections within the statutory time limit, and the merchants have the responsibility and obligation to solve them. To her surprise, Manager Gu replied, "There is nothing wrong with the floor, just a psychological problem." As a regional representative of the brand, it represents the image of the brand. For example, the manager of Fujian Kendia Floor answered the consumer, which hurt not only the brand image, but also the trust and purchasing confidence of consumers.

The floor formaldehyde exceeds the standard, and consumers are afraid to go home.

In August 2009, Ms. Zhang from Xuchang, Henan Province bought a batch of Kendia flooring. When she loaded the goods, she found that the floor smelled bad. The merchant explained that it was the smell of natural sealing wax, and it would be fine to dry it for a few days. So Ms. Zhang's house went to install the floor. However, in the summer of 20 10, she found the smell of the floor more pungent. Therefore, please ask the relevant testing institutions to test the air quality at home, and the test results show that formaldehyde exceeds the standard by 5 times!

This caught the attention of Ms. Zhang, who reflected that there were several Kendia floors left after the floor was laid. So, she contacted the merchant and asked to send the remaining floor back to the manufacturer for further testing. However, the answer given by Kandiya merchants and manufacturers is that consumers will issue inspection reports from national certification bodies on their floors.

China's national standard "Solid Wood Composite Flooring" stipulates that the formaldehyde emission of Grade A solid wood composite flooring is less than or equal to 9 mg/100g; The formaldehyde emission of grade B solid wood composite floor is equal to 9 mg-40 mg/ 100 g ... The National Technical Requirements for Environmental Labeling Products-Wood-based Panels stipulates that the formaldehyde emission in wood-based panels should be less than 0.20 mg/m3; The formaldehyde emission from the wood floor should be less than 0. 1.2mg/m3.

The mandatory standard "Instructions for the Use of Consumer Goods Part VI: Furniture" formulated by China Furniture Standardization Center also stipulates that from June 65438+ 10/day, 2005, furniture manufacturers must explain the control indicators such as toxic or radioactive substances actually contained in furniture materials and coatings, and must indicate the exact amount of formaldehyde released, and make it clear to consumers through instructions and other means. It's a big joke for Kendia Floor to push the product manual issued by its own manufacturer to consumers. Ms. Zhang said with emotion, "We are afraid of going back to suffer, but we can't find a way to discuss it", which also expresses the voice of a considerable number of consumers.

Kendia wood industry can't solve the problem.

After receiving the consumer's complaint, the staff of China Quality Miles Complaints Office called the customer service phone of Jiangsu Kendiya Wood Co., Ltd. to verify the consumer's complaint. The customer service staff said that Quanzhou's general distribution has been changed. If there are any consumer complaints, please contact Manager Gu of Fujian Kendiya Floor. Therefore, the staff of the Complaints Office dialed Manager Gu to verify the situation. Manager Gu said that the warranty period of Kendia products is one year, and there are quality problems during the warranty period. If it is not man-made, our company is responsible for maintenance.

Because the floor of Kendia has a one-year warranty period, the quality problem of the floor purchased by Ms. Wang is within the warranty period, so the staff of the complaint office contacted Ms. Wang of Quanzhou again and told her that she could communicate with Manager Gu to solve this matter. But a week later, Ms. Wang found the staff of China Quality Miles Complaint Office again, and got a reply from Manager Gu that "if it can't be solved, suit yourself".

It is natural for consumers to sign purchase and sale contracts with merchants. It is also the responsibility and obligation of merchants to maintain the normal consumer market order to provide quality maintenance and service guarantee for the products they sell during the warranty period. For example, in the case of Ms. Wang in Quanzhou, Kendia merchants have confirmed that the floor has quality defects and raised quality objections within the statutory time limit. We should actively solve problems, earnestly fulfill consumption obligations, solve problems with due service and sincere attitude, and eliminate contradictions. The way of "pushing and dragging" can only make consumers feel chilling and completely lose brand reputation.

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