Dynasty Furniture Group held a media meeting at its Guangzhou headquarters on August 11, 2011 to explain and explain the disputes that consumers Xia had in the process of buying Dynasty furniture products. Zhongshan consumer Mr. Xia bought a set of Balinese furniture at the Zhongshan dynasty counter on June 26. He suspected that the furniture he bought caused formaldehyde in the room to exceed the standard. Negotiations with the store guide and the merchant for a refund failed. However, it was found that the all-solid wood furniture claimed by the shopping guide contained obvious non-solid wood components. The dynasty revealed to reporters that the incident ended with the dynasty facing consumers to compensate the corresponding amounts and reach a final settlement. Dynasty promised to conduct strict retraining of sales guides at all levels of the group, and strengthen the frequency of product self-tests and inspections to control product quality.
Return all consumer payments and make an apology and compensation
The dynasty admitted that there were some flaws in the management of this incident, so it also contacted consumers with the surname Xia as soon as possible, and also fully understood the ins and outs of the entire incident with the malls and agents. Eventually reached a mutual understanding with the consumers, and also made certain compensation to consumers. In the agreement issued by the dynasty to consumers Mr. Xia, it was stated that "the counter sales staff of Zhongshan Dynasty had misleading irregularities in the process of purchasing products for customers Xia **, resulting in work and mental pressure on Xia **, Xia ** returns all dynasty counter products intact, the total refund of the dynasty is 18050 yuan, and Xia ** 18050 yuan is compensated, with a total amount of 36100 yuan. "
In response to the concern about the excessive formaldehyde problem and the non-full solid wood product problem, Tan Jun, director of the furniture marketing of the Dynasty, said that there are actually many factors affecting the excessive formaldehyde in the air. The first is not only the problem of furniture, but also the decoration materials. Including the air quality at the time, including the surrounding soft environment. The dynasty believes that to really detect whether this furniture exceeds the formaldehyde standard, it should be in a qualified quality inspection bureau or an official testing agency. It will be fairer and fairer to test under a specific condition. During the communication with Mr. Xia, the dynasty also presented the inspection report on Bali series products by the National Furniture Product Quality Supervision and Inspection Center (Guangdong) to the other party. The report showed that the formaldehyde emission of the product was 0.7mg / L, which was lower than the national GB The standard of 18584-2001 for the formaldehyde content of wooden furniture is less than or equal to 1.5 / L.
When asked by NetEase home reporters about the frequency of product inspections, Tan Jun admitted that there will usually be inspections when new products come out, and at the same time ensure that such normal inspections are generally carried out once a year. And Bali has also sent it to the relevant quality inspection department. It is currently being submitted for inspection. I believe that after this matter, not only Bali, the frequency of such inspections in other series of the dynasty may be changed from one year to half a year, or even one. Sampling in quarters or two quarters.
Strengthening product label management is no longer "general solid wood"
Regarding the issue of all solid wood, the dynasty explained that the dealer was newly joined last year, and it has not been engaged in the furniture industry for a long time. The shopping guide staff involved have only been in the job for one or two months. There are some personal behaviors, and the sales staff of the Zhongshan counters of the imperial family have apologized to him for the trouble and pressure caused by this incident.
The dynasty stated that when writing the sales order, it should be clear what kind of product is required. Tan Jun mentioned that in fact, it can also be seen on the official website of the dynasty that different products of the dynasty are written with specific materials. For example, Bali will be described on the official website of the combination of board and wood. Of course, it may indeed be because of the relatively large number of stores in the dynasty. There may be more than 1,000 new stores every year. There are indeed some negligence in management, so it should be said that management has brought such regrets. In the past, according to the "General Technical Standards for Furniture" promulgated by the relevant state departments, they were generally implemented according to this standard. Therefore, solid wood furniture is based on solid wood materials or solid wood plates. We collectively call them solid wood furniture. However, this solid wood furniture may be different from the consumer's understanding in concept. It may not have been in the past, the manufacturer may not pay too much attention to this piece, and then the dynasty may indicate on all the signboards or in the promotion, what plate is made of this, rather than saying it in general Call it either solid wood or what it is. We mean that there are plates and solid wood in this furniture, as well as some such as castings, so that consumers will be more clear and will express it more finely.
After experiencing such a product quality dispute that will inevitably have a negative impact on the brand, the dynasty will consider in addition to traditional training to strengthen the shopping guide and guide specifications through other aspects, giving consumers more ways to ensure shopping safety. For example, through the official website of the dynasty, such as through some promotional brochures on the spot, try to avoid some simple human misleading. If consumers are in doubt, you can find out what the material of this product is and where it is produced through the official website, or you can use the shopping guide in our store, some posters in the specialty store, or Some product knowledge introductions to understand the entire structure and material composition of this product, from multiple channels and in many ways to ensure that product promotion is realistic and fair.
The dynasty is currently carrying out a self-examination and self-correction operation in the first place, hoping to put an end to the violations of individual franchisees. In addition, the first-line dealers and shopping guides are trained in batches and regions to centralize product knowledge and standardize shopping guide services.
Perhaps as the dynasty board of directors agreed at the meeting of this incident, this is a bad thing, but not all bad things. The dynasty's quick response, and the transparency of information on shopping guides in the future, and the improvement of the specifications for consumers, hope that the market will see more consumers really benefit from the introspection and change of enterprises.
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