The rusty shower head I purchased was from my neighbor's store.
During an interview with reporters, Mr LAN shared that in July of the previous year, he made a purchase of a toilet wash basin, toilet, and shower from the Yasong bathroom shop next to his neighbour's house, which cost him 3,000 yuan. When he started to renovate his new house in October, he also requested the same shop to install these items. Finally, in early January this year, the businesses came to his house to carry out the installation process.
Mr. LAN examined his shower head and noticed that the brand logo was Heart Sea Gamma Blue. After discussing with his neighbor, Ms. Xu, he decided to issue a sales order to purchase the product from the mall. However, due to an unexpected circumstance, Ms. Xu was only able to provide him with a business order agreement instead. Several months later, Mr. LAN noticed rust on some parts of his shower, such as the pipes and faucets. He reached out to Ms. Xu, who suggested using a toilet cleaning spirit to clean the affected areas. Mr. LAN complied with her suggestion and noticed an improvement in the condition of his shower. He trusted Ms. Xu's advice and was satisfied with the outcome.
Mr. LAN recently discovered that there were multiple rust patches on his shower. He approached Ms. Xu in November for a solution, only to be informed that the one-year warranty offered had expired. Mr. LAN recalled that Ms. Xu had promised him a one-year warranty during purchase, and he felt that Ms. Xu had not addressed his concerns despite the expired warranty. He decided to file a complaint with the mall regarding this matter.
We immediately addressed the complaint by reaching out to the business in a timely manner to resolve the issue.
During the morning of December 3, rust stains were apparent on the outer pipe and faucet of Mr. LAN's shower in his home. The reporter accompanied Mr. LAN to the Ya Song bathroom store located on the first floor of the Red star Macalline Yingquan shopping mall, hoping to speak to a staff member about the issue. Unfortunately, they were unable to locate any staff members on-site. Despite attempting to contact Ms. Xu via telephone, the reporter was unable to reach her as no one answered the calls.
When Mr. LAN discovered that his shower head wasn't working properly, he contacted the manufacturer's customer service representative through QQ on December 2nd. He provided them with a picture of the shower head and its model number. However, the after-sales staff informed him that the shower head in question was not produced by the manufacturer. This led Mr. LAN to speculate that he may have inadvertently purchased a fake product. While the manufacturer offers a 2-year warranty on their brand shower heads, they have determined that they cannot offer after-sales service to Mr. LAN in this case since the product he purchased is not one of their own.
During a visit to the service desk on the first floor of the mall, a staff member informed us that a complaint call was made by Mr. LAN on November 28. Upon further investigation, it was discovered that Mr. LAN had several orders in the mall, but none of the orders were for a bathroom. It is unclear whether Mr. LAN's shower was purchased from the mall. However, as the merchant has a store in the mall, they are actively working to encourage the merchant to address the issue. Following the complaint, they promptly communicated with the business but unfortunately, the business failed to take action quickly. Presently, they have requested that the business rectify the situation immediately and they will continue to urge the business to act swiftly.
They can defend their rights according to law
According to the reporter, Mr. LAN has lodged a complaint with 12315 regarding an issue. The Pinquan District Market Supervision Bureau's Quanbei Market Supervision Institute is currently handling the complaint.
According to Wang Feifei, a lawyer from Anhui Jin Asia Pacific (Fuyang) law firm, if Mr. LAN's shower has a quality issue, it is essential to seek an expert opinion to confirm the problem. If the rust in the shower is indeed a quality issue, there are two ways to address it: Mr. LAN can file a complaint with the market supervision department or directly take legal action in court.
Furthermore, as stated in the Law on the Protection of the Rights and Interests of Consumers, any business operator who engages in fraudulent activities by providing goods or services will be required to increase the compensation for any losses incurred by the consumer upon request. The increased compensation amount will be three times the price of the goods purchased by the consumer or the cost of the service rendered. Therefore, if Mr. LAN has purchased counterfeit products, he has the right to demand compensation from the supplier.