With the launch of digital broadcasting in Hong Kong, more consumers are willing to invest in new television sets catering for the new technology.
However, consumers should understand what after-sales services are provided if the newly-bought television goes out of order or gets damaged, as problems with maintenance and repairs are often issues of consumer complaints.
In 2012, a total of 357 complaints lodged with the Consumer Council were related to television sets, of which nearly half (174) involved maintenance and warranty.
To examine the coverage of after-sales services of TV sets, the Consumer Council surveyed the maintenance and warranty services of 20 brands of LCD/LED TV and plasma TV, and found the after-sales services could vary significantly.
Replacement Policy
Of the 20 brands surveyed, 18 brands offered a replacement within 7 to 30 days if the TV set went out of order, but on the condition that it was not due to human error. Some would require an inspection and repair (without success) before offering a replacement.
Consumers should also pay attention to the effective date of the policy as it could commence from the purchase date, the date of delivery or the pick-up date.
Warranty and Extended Warranties
All brands in the study offered a warranty of 1 to 5 years, some provided a shorter warranty period for the display panels.
Yet consumers should evaluate the need and value for extending the warranty period carefully. Out of the 20 brands studied, half of the companies did not offer extended warranties. For those which offered such warranties, the coverage was extended for one to three years, but fees could vary from HK$250 to HK$9,589, all subject to the size of the television sets and the required length of the warranty period.
Two brands which provided a 3-year extended warranty service actually extended the warranty for the second or third year only, as the first year warranty usually is complimentary upon purchase.
Apart from assessing whether the product will need repair within a certain period, consumers are advised to review the costs of maintenance because not all costs are covered under an extended warranty.
Some service providers may charge for on-site inspection for customers located in remote districts or for certain sizes of TVs, while others may charge transportation fees for sending products to the workshop for repair.
Maintenance Costs Outside Warranty
The cost of maintenance outside warranty period can vary widely, with the fees for on-site inspection ranged from HK$150 to HK$1,350, labour costs from HK$150 to HK$1,980, and transportation charges from HK$150 to HK$800.
The cost of replacing the display panel was considerably high. Customers may have to pay HK$500 (19-inch display panel) to HK$50,000 (75-inch display panel) for replacing the panel outside the warranty period.
Since the replacement fees may add up to over half of the retail or purchase price, consumers have little motivation in repairing the TV, as buying a new one may be a better option.
Storage Period of Spare Parts
The storage period of electronic components and spare parts is essential to prolonging the lifespan of a TV and subsequently, to support sustainable consumption.
The study found that the storage period of spare parts of some TV sets only lasted until the free warranty period, and some only lasted for 2 to 3 years. For consumers who bought their TV models close to termination of production, they might have to buy a new TV if no spare parts could be provided for repairment, especially after the free warranty period.
Manufacturers of electric appliances play a critical role in supporting environmental protection and sustainable consumption - they are advised to prolong the life of their products through the provision of maintenance and extended warranty services at a reasonable price, by strengthening the storage period and inventory level of spare parts and components, as well as increasing the transparency of warranty plans.
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