The percentage of commission is a bit high, how can we guarantee the treatment of installation technicians?
2024-11-22
I spent more than 2500 yuan to buy a TV, and when I placed the order, I specially spent an extra 150 yuan to buy a free installation service. Unexpectedly, when the installer came to my door, he said he would give another 100 yuan. "This year's" Double 11 ", Mr. Ke, a consumer from Jinan, Shandong, took advantage of the subsidy policy and purchased a 65 inch TV online. Unexpectedly, the installation process was" temporarily increased ". Why do we have to charge a second time even though we said it's a package installation Mr. Ke told reporters that the installation technician explained that the wall where the TV is installed is a non load bearing wall, and the extra 100 yuan charged is a special wall fee. However, after paying, Mr. Ke found that "the master only nailed three expansion nails to the wall". Reporters found that many consumers have experienced similar situations as Mr. Ke. Is it reasonable to charge a second fee after the package installation and on-site visit? The reporter found during the interview that installation technicians also have many unspoken secrets. How can their treatment be guaranteed? 'Package installation' is not a complete package. Mr. Li, a consumer from Hefei, Anhui, recently purchased two air conditioners online and also purchased package installation services when placing an order. However, after the goods arrived, Mr. Li realized that the so-called "package installation" was not a complete package. "The master said that an additional 150 yuan high-altitude fee would be charged for each air conditioner." "The master said that an additional high-altitude fee would be charged for floors 4 and above, and my home is on the 11th floor, so it is natural to charge." Considering that the two masters had already arrived, Mr. Li paid a high-altitude fee of 300 yuan for two air conditioners based on the principle of not wanting to cause trouble. Mr. Li's experience is not an isolated case. The reporter found more than 2000 complaints related to air conditioning installation fees on the Black Cat complaint platform, and hundreds to thousands of complaints about installation services such as televisions, washing machines, and gas water heaters. Industry insiders point out that there is a contradiction between home appliance consumers and installers regarding the issue of additional fees, because most consumers habitually believe that "once they buy a product, they should enjoy free installation services" and that "the order fee already includes the installation fee". In addition, there are indeed irregularities such as opaque and overcharged fees for after-sales services such as installation. Afterwards, Mr. Li asked the customer service staff of the air conditioning merchant about the high-altitude fee, and they said that the details of the high-altitude fee and other charges were clearly marked on the product details page. Mr. Li only saw an additional installation fee explanation at the bottom of the product details page. The fee instructions are hidden so deeply that I won't look so carefully when shopping online. Even if the ordering address is written with the floor, no one has informed me that there will be a high-altitude fee, "Mr. Li said. Xiao Zhao, an installation technician who received orders on a certain installation and maintenance platform, told reporters that it is common for customers to not understand the additional charges during on-site installation. Many businesses claim to provide package installation services in order to attract consumers, but most of them do not actively explain. Package installation only includes basic services, not special ones, and does not include labor or materials. "Xiao Zhao explained the necessity of additional charges using the installation of a drum washing machine as an example. If the machine comes with some accessories inside the packaging that fit perfectly, there will be no additional costs, but if the faucet cannot be used or the water pipe is not long enough and needs to be replaced with a longer one, it will involve auxiliary material costs, which cannot be exempted from additional charges. "In response to Mr. Ke's experience, Yang Yanpeng, the person in charge of a home appliance after-sales network of a certain brand in Beijing Daxing, told reporters that there is indeed a special wall fee for TV installation, such as ceramic tile walls, rock slab walls, marble walls, glass walls, etc. The master needs to be extra careful when drilling and nailing, and has higher technical requirements. The commission is high, and the money received by the master is not much. Yang Yanpeng said that most legitimate big brand home appliances have a detailed after-sales network. After receiving the order, the after-sales network will arrange for nearby masters to come and install it. Some small brands do not have their own after-sales service outlets and will transfer installation services to third-party installation and maintenance platforms. Most orders for installing household appliances will have a secondary charge Yang Yanpeng said that about 50% of his branch requires secondary charges because the merchants only bear the basic installation fees. For example, during the installation process of air conditioning, drilling holes, high-altitude operations, and supporting materials, as long as the manufacturer does not specify that these costs are included, additional fees will be charged according to industry practices. When third-party installation and maintenance platforms quote prices, due to competition, they intentionally lower the unit price, and the platform takes a commission of 30% to 40% as little as 50% to 60% as much as possible. The installation technicians receive less fees, so they are more likely to charge additional fees Yang Yanpeng said. In response to some chaotic charging phenomena in the installation market, Yang Yanpeng calculated for reporters that TV installation is relatively simple, and skilled workers can complete it in about 20 minutes. The installation fee of 150 yuan may seem considerable, but the network will also extract a portion as operating expenses. The actual amount received by installation technicians is usually only 90 yuan. Installing air conditioning requires two technicians to come to the site at the same time, and the working hours are relatively long. If there is no additional charge, each person will only receive 45 yuan, which cannot even cover the time cost and transportation expenses of the technicians on the road. We can only find ways to generate income from other projects. A senior salesperson of a well-known brand of air conditioning also revealed that when consumers purchase offline, the manufacturer provides installation subsidies, and the installation technicians are mostly professional personnel trained by the manufacturer, so they will try their best to save costs for consumers. The prices of household appliances purchased online by consumers are relatively cheap, and manufacturers have compressed their profit margins. There are fewer subsidies for installation technicians, and some even do not have subsidies. Therefore, there will be more additional charging items. The commission system should consider the legitimate interests of workers. Xiao Zhao told reporters that during the on-site service process, if the installer believes that the platform price is unreasonable, they will indeed transfer the pressure to consumers through price increases. For example, promoting its self purchased auxiliary materials at a higher price, or cleverly setting other charging terms. He suggested that the platform should establish a transparent and reasonable commission system to meet consumer needs while also protecting the interests of installation technicians, thereby promoting them to improve service quality. Industry insiders also believe that in order to regulate the home appliance installation market, daily supervision should be strengthened for similar door-to-door services, and key supervision should be carried out on the operators of door-to-door services where consumer complaints are concentrated. Relevant industry organizations should also establish and improve service standard systems to guide industry integrity and self-discipline. Ma Liang, a researcher of the National Development and Strategy Research Institute of Renmin University of China, said in an interview that the reason why household appliance installation services are easy to cause consumer complaints is that the relevant regulations are not clear and the standards are not unified, especially the responsibility shirking and risk aversion of e-commerce platforms and sales outlets, which can not effectively protect the legitimate rights and interests of installation masters. Among platforms, installation sites, installation technicians, and consumers, installation technicians are at a disadvantage. They find it difficult to compete with the rules of e-commerce platforms and installation sites, and also face problems such as negative reviews and deductions caused by consumer complaints Ma Liang said that in terms of home appliance installation services, it is necessary to further clarify and refine service and fee standards. Regulatory authorities should strengthen supervision of home appliance installation services to make industry fees more transparent. At the same time, multiple departments should work together to protect the legitimate rights and interests of installation technicians. (New Society)
Edit：Rina Responsible editor：Lily
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