Internet TV brands are still dying

On March 5th, the China Electronics Chamber of Commerce Consumer Electronics Survey Office and the Color TV Technology Innovation Alliance and Suning Tesco jointly held the "2018 China Color TV Product Quality and Service Symposium" held in Beijing. At the meeting, the "2018 China Color TV Product Quality Report" (hereinafter referred to as the Quality Report), "2018 China Color TV Product After-sales Service and Consumer Satisfaction Survey Report" (hereinafter referred to as the satisfaction report), the satisfaction report showed: TV use Satisfaction and after-sales satisfaction remained basically stable. The mainstream color TV companies Hisense, Changhong, Skyworth, Konka, Sony and other indicators were above average, and domestic brands were better than foreign brands. The hard-hit areas of after-sales service complaints are mainly concentrated on the problems of Internet TV after-sales service rights and difficulties, and smart TV software failures.

The false standard phenomenon of color TV products still exists in consumers' easy to buy traps

In the Chinese home appliance market, the market competition of color TV products is the most intense. In the sales process, the resolution, viewing angle, contrast, reaction time and other indicators have become the theme of brand competition, although consumers do before buying. I have enough homework, but I will still fall into the trap of the product's virtual standard. The satisfaction report shows that the product's virtual standard is mainly reflected in the problems of shrinking resolution, exaggerating response time, and visual angle of virtual standard. Taking resolution as an example, some color TV products are marked with 8K, the actual resolution may only be 4K, and the actual resolution is only 2.8K. In general, the consumer's naked eye is not judged, this gives Rights protection brings difficulties.

Dr. Zhang Subing, director of the Digital TV Standard Compliance Testing Center of the Ministry of Industry and Information Technology, said that the rapid development of color TV innovation technology has promoted the continuous improvement of the technical specifications of color TV products, but the market rules of innovative technology have led to the rapid launch of very colorful electrical products without reliability experiments. The phenomenon of virtual standard can not be completely eliminated, which requires consumers to polish their eyes when purchasing, to observe whether the product has been certified by a third party, and then purchase it after more experience.

Internet TV brand is going down, "behind the scenes" is difficult to cook

Since last year, the Internet TV "corps" that has been in full swing has already shown a trend, and the market share has been seriously "shrinking". Some brands have quietly fallen down, and some are still lingering, and there is no power to fight. Yes, if the product has quality problems, can the after-sales service be found?

Internet TV products have a short launch time, imperfect channel layout, and long-term focus on sales, neglecting the construction of after-sales service system. Once the brand is down, the after-sales service is nowhere to be found. On the surface, the after-sales policies and commitments of Internet TV brands are in place, but the chaos in after-sales service has always existed. It is reported that after many Internet TV brands have fallen, the after-sales outlets across the country are basically stagnant or disappearing.

Under such circumstances, how should consumers maintain their rights, repair or replace TV? The experts at the meeting gave consumers a trick. If the color TV manufacturing enterprise fails to fulfill the three-package obligation according to the regulations, the consumer can go to the product industry and commerce supervision department or The consumer association can also appeal to the seller to fulfill this obligation, as there are also agreements between the parties. In addition, consumers can also solve the problem through legal means, such as applying for arbitration, or filing a lawsuit in court.

Artificial intelligence TV market "false face group" frequently soft faults

In 2017, Chinese and foreign color TV companies launched TV products with “artificial intelligence” as their selling point. According to the offline monitoring data of Avi Cloud (AVC), the number of artificial smart TV products in the new TV models in 2017 accounted for 23%. %, artificial intelligence TV is becoming the next hot spot in the color TV market. Searching for "artificial intelligence TV" on Jingdong, the result is as many as 180 models. However, not all TVs with "artificial intelligence" tags are artificial intelligence TVs, and some can only achieve simple voice interaction, lacking the "cognitive-judgment-decision" capability unique to artificial intelligence.

Zhang Subing introduced at the meeting that in July 2017, the artificial intelligence TV of the Chinese and foreign color TV brands on the market was tested for speech recognition and intelligent bottoming. The results showed that the overall accuracy rate was higher in speech recognition, but there were also some prototypes. The accuracy rate is less than 95%, and the recognition time level is also uneven. The long time can be close to 5 seconds, and the short time is only about 2 seconds. Although there is a big improvement in intelligence, there is still a certain gap from the real artificial intelligence TV.

Experts at the conference said that artificial intelligence TVs should be able to have more adaptive, self-learning and self-growth features than smart TVs, such as smart search and smart recommendation with better user experience, better experience, and richer intelligent services. Wait. At present, the artificial intelligence TV market is more confusing. Once there is a soft fault problem such as low speech recognition rate and poor intelligent experience, consumers will have no complaints, so it is urgent to introduce relevant regulations in the industry, so that the rights of soft faults become According to can be.

Smart retailing is more popular with consumers under the cloud

The satisfaction report shows that in the channels for consumers to buy color TV products, the proportion of home appliance chain stores is 57%, indicating that consumers are more and more inclined to buy from offline, pay attention to experience, which is why e-commerce platforms have made efforts to offline The reason for the market. At present, the e-commerce giants have turned to the offline market has become a trend, smart retail is booming, Suning's retail O2O model is a model.

It is understood that in Suning, the service has become an appointmentable product. Suning Tesco's Suning Helper Channel has more than 2,000 sku-level service products. Its service categories cover home appliances, electronics, home, housekeeping, automotive, integrated systems and smart products. Behind it are 5,500 service sites, near 50,000 service engineers and 4,000 platform service product merchants will bring consumers all-round, all-category and all-round services.

From the perspective of after-sales service, the participating experts analyzed why the home appliance chain channel has become the first choice for consumers to purchase color TV. At present, in addition to self-operated products, there are third-party sellers on the e-commerce platform. If you purchase products from third-party sellers, After the problem occurs, the time cost and difficulty of rights protection will increase, and it is not as fast and convenient as the one-stop service provided by offline stores.

Product quality and brand are always the two most important factors affecting consumers' choice of TV. This year's satisfaction report shows that after-sales service has become an important factor affecting consumers' choice of TV. Lu Jianbo, deputy secretary-general of the China Electronics Chamber of Commerce, said that from the consumer level, after-sales service is a mirror of the brand image of the company, and high-quality after-sales service will help the brand image of the company. As consumers pay more and more attention to after-sales service, this requires color TV enterprises to pay attention to consumer rights, further improve the color TV after-sales service system, and relieve consumers of worries.

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