Mr. Li, a consumer, bought five sets of branded paint for his home renovation. While opening the cans during the painting process, he noticed that the paint inside had clumped together. The seller explained that this was due to sedimentation and advised him to stir the paint himself before use. However, after returning home and using the paint over time, the problem persisted. Upon consulting with relevant authorities, Mr. Li discovered that the paint had a quality issue. He then contacted the after-sales service center to file a formal complaint.
After reviewing the case, the after-sales team confirmed the quality issue based on an inspection report from the quality control department. According to Article 48 of the People's Republic of China Consumer Rights Protection Law, if a product is found unqualified by the administrative authority and the consumer requests a return, the seller must be responsible for processing it. As a result, the merchant agreed to provide full refunds and compensate Mr. Li for any related losses. Both parties were satisfied with the resolution, and the matter was resolved amicably.
The quality issue was traced back to the manufacturer, who failed to conduct proper quality checks before shipping the products. The seller was not aware of the defect and did not act fraudulently. Therefore, the seller took responsibility for compensating the customer first and later sought reimbursement from the manufacturer.
Manager Xue Tiezhu from the Tianjin Huanhai Building Materials Center After-Sales Service Center advised consumers to carefully inspect products upon purchase and request quality certificates from suppliers. In case of issues, they should first compensate the customer and then pursue compensation from the manufacturer. This approach ensures transparency and protects both buyers and sellers in the long run.
This case highlights the importance of quality control throughout the supply chain and emphasizes the role of after-sales services in resolving consumer disputes efficiently and fairly.
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