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1999年6月底开始,北京连续十几天的高温天气让空调销售旺季提前到来了。但是,厂家、经销商们紧锁的眉头似乎并未舒展,因为空调是卖出去了,可安装和售后维修成了厂商最大的难题。一方面,厂商的承诺越来越周全;另一方面,厂商因为承诺过多,使得服务成本不断增加,本巳微小的获利空间被再次挤压。当不断有人抱怨厂商的承诺不能兑现,消协接到的有关空调售后服务的投诉不断增多时,一个并不新鲜的话题又被重新提起,那就是服务怎么搞?
At the end of June 1999, Beijing’s continuous high temperature weather for more than ten consecutive days brought the air-conditioning sales season ahead of schedule. However, the brows of manufacturers and distributors did not seem to stretch, because the air conditioner was sold out, and the installation and after-sales maintenance became the biggest problem for the manufacturers. On the one hand, the promises of manufacturers have become more and more comprehensive; on the other hand, because of too many commitments by manufacturers, the cost of services has continuously increased, and the tiny profit-making space has been squeezed again. When people constantly complained that the company’s promises could not be fulfilled, and the Consumer Council’s complaints about the after-sale service of air conditioners continued to increase, a topic that was not new was reopened.