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Recently, the door lock world received a call for help from a smart lock user, the other party said: they just bought less than two months of smart door problems, fingerprint recognition opened without response, only through the mechanical lock key to open the door, and before the sale of lock merchants have been unable to contact, what method can solve the after-sales problem.

Door lock world Xiaobian suggested that he contact the manufacturer. He said: the manufacturer has also contacted, but the manufacturer is not willing to solve the after-sales problem for him.

Why is that? Door lock world Xiao Bian contacted the relevant personnel of the brand, the other side said: the above user did contact the factory after-sales department, the reason why he did not solve the after-sales problem for him is because his smart lock was purchased from a second-hand e-commerce platform, can not provide relevant vouchers, can not prove that the lock is our company, so it is not within the scope of three guarantees.

In addition, the manufacturer also said: even our company's products, he bought from the second-hand platform, and at about half the price of less than the market price to buy, it is very likely to buy a second-hand smart door lock or after some smart lock sellers refurbished smart lock products, so can not provide him with after-sales service.

Manufacturers also told the door lock world: After investigation, we found that in some second-hand e-commerce platforms, as well as some single e-commerce platform sales of our brand of smart locks, basically are not authorized by our company, and the price is basically lower than our regular channel retail price, these sellers are not through our factory or local agents, so the product source is unknown. Some of these products may be fake, some may be second-hand refurbished products. Our company has previously announced that all smart door lock products purchased from second-hand e-commerce platforms and unofficial authorized channels, any failure and after-sales problems have nothing to do with the company, and the company does not provide relevant after-sales service.

In fact, from the perspective of manufacturers, consumers buy cheap smart lock products from second-hand platforms, on the one hand, can not prove the source of the product; On the other hand, second-hand e-commerce platform sellers are mostly individual sellers, most of the sales are second-hand goods, or spare goods, and have no relationship with the manufacturer, and most of the sellers on the second-hand platform do not provide after-sales. In addition, it is difficult to ensure that the smart lock products sold by the second-hand platform are the original or unopened products of the manufacturer, so the manufacturer has no obligation to provide after-sales service.

Later, the door lock world Xiaobian contacted the above consumers again, and explained why the manufacturer did not provide him with after-sales reasons. The consumer also said that he was indeed cheap to buy smart lock products from the second-hand e-commerce platform, and the merchant did not issue any vouchers such as invoices, receipts, and did not provide warranty cards. Finally, the consumer gave up looking for manufacturers to provide after-sales service and replaced the new lock from the local offline store.

Do you think that the smart lock products sold on the second-hand platform have the obligation to provide after-sales service?

Door lock world Xiaobian suggested that he contact the manufacturer. He said: the manufacturer has also contacted, but the manufacturer is not willing to solve the after-sales problem for him.

Why is that? Door lock world Xiao Bian contacted the relevant personnel of the brand, the other side said: the above user did contact the factory after-sales department, the reason why he did not solve the after-sales problem for him is because his smart lock was purchased from a second-hand e-commerce platform, can not provide relevant vouchers, can not prove that the lock is our company, so it is not within the scope of three guarantees.

In addition, the manufacturer also said: even our company's products, he bought from the second-hand platform, and at about half the price of less than the market price to buy, it is very likely to buy a second-hand smart door lock or after some smart lock sellers refurbished smart lock products, so can not provide him with after-sales service.

Manufacturers also told the door lock world: After investigation, we found that in some second-hand e-commerce platforms, as well as some single e-commerce platform sales of our brand of smart locks, basically are not authorized by our company, and the price is basically lower than our regular channel retail price, these sellers are not through our factory or local agents, so the product source is unknown. Some of these products may be fake, some may be second-hand refurbished products. Our company has previously announced that all smart door lock products purchased from second-hand e-commerce platforms and unofficial authorized channels, any failure and after-sales problems have nothing to do with the company, and the company does not provide relevant after-sales service.

In fact, from the perspective of manufacturers, consumers buy cheap smart lock products from second-hand platforms, on the one hand, can not prove the source of the product; On the other hand, second-hand e-commerce platform sellers are mostly individual sellers, most of the sales are second-hand goods, or spare goods, and have no relationship with the manufacturer, and most of the sellers on the second-hand platform do not provide after-sales. In addition, it is difficult to ensure that the smart lock products sold by the second-hand platform are the original or unopened products of the manufacturer, so the manufacturer has no obligation to provide after-sales service.

Later, the door lock world Xiaobian contacted the above consumers again, and explained why the manufacturer did not provide him with after-sales reasons. The consumer also said that he was indeed cheap to buy smart lock products from the second-hand e-commerce platform, and the merchant did not issue any vouchers such as invoices, receipts, and did not provide warranty cards. Finally, the consumer gave up looking for manufacturers to provide after-sales service and replaced the new lock from the local offline store.

Do you think that the smart lock products sold on the second-hand platform have the obligation to provide after-sales service?