Consumers will soon have far greater protection when buying computers, DVD players, stereos and other audio-visual equipment, thanks to new national regulations which will go into effect on September 1.
The regulations, published on Monday, guarantee buyers a full refund on shoddy computers, accessories and AV equipment within seven days of purchase, an exchange of the commodity within 15 days and a one-year warranty covering repairs and service.
Similar rules already exist for home appliances and mobile phones.
"The new rules clarify that retailers are responsible for solving quality problems consumers are encountering," said Liu Zhaobin, a spokesman with the state General Bureau of Quality Supervision, Inspection and Quarantine.
Since the national Consumer Protection Law didn't cover computers when it was written in 1993, disputes involving computer purchases have fallen into a legal gray area, which has proven a problem since such complaints are on the rise.
There are some 16 million personal computer owners on China's mainland.
The Shanghai Consumers' Association received 1,265 complaints about computer sales last year, almost four times as many complaints as in 2000.
Consumers complained that their "new" desktops turned out to be second-hand, retailers withheld instructions and acces-sories and repair shops used shoddy spare parts instead of quality ones.
The association said it has been frustrated in its efforts to resolve disputes because of the lack of regulations. Sales agents and computer makers often blamed each other and refused to give refunds.
"We hope the new rules can help us to deal with the disputes more easily," said Lao Jianhong, a spokeswoman for the association.
Besides the basic three warranties, the new rules also say that consumers are entitled to ask for a refund if the computer doesn't work after being repaired twice in one year and they can exchange the product if it takes more than 30 days to fix.
Retailers in Shanghai said the new rules will help ease frequent confrontations between retailers and customers, most of whom don't know much about the ins and outs of why their computer doesn't work.
"Some people insist on a refund for their computers no matter if it's our duty or not. They always interpret our explanation as an excuse as there are no specific regulations," said Xu Hong, who owns three computer stores in Xujiahui area, the city's computer sales hub.
"They will complain to the owners of the computer market, the media and gov-ernment. Very often we have to give in, because they will argue loudly to disturb our normal business. Last week I agreed to give a customer a refund after his whole family lay down in the market operator's office," Xu said.
Though the new protective rules focus on the retailers' obligation toward customers, industry insiders said the rules will force computer makers to shoulder the additional costs and those with less capital and lousy quality control standards could be put out of business.
"To meet the requirement, we have to store more spare parts, but their value will deprec-iate very quickly. This requires companies to improve their logistic management," said Ding Weiping, the after-sales service manager of TCL Computer Technology Co. Ltd., Shanghai branch.
"But the key to survive this challenge is to offer products with better quality. The profit margin of computers is already skinny."
(eastday.com August 7, 2002)
