954 Relief Requests in Last 3 Years... Installation-Related Damage 39.8% Most Frequent
Online Purchases Account for 47.5%... Many Disputes Over Excessive Charges
Consumer Agency Urges Contract Review... Sufficient Pre-Installation Consultation & Post-Installation Operation Check
Early Heat & Home Decorating Boom... Emart Sales Up 77% This Month
[Asia Economy Reporter Lim Chun-han] As early summer weather arrives and staying at home has become routine due to the prolonged COVID-19 pandemic, air conditioner sales have surged, but consumer complaints are also increasing. In particular, many cases have been reported where sellers promised free or low-cost installation but charged additional fees for various reasons, highlighting the need for special caution.
◆ Promised Free Air Conditioner Installation but Charged 160,000 KRW = On the 13th, the Korea Consumer Agency analyzed 954 air conditioner-related damage relief applications received from 2018 to last year. The results showed that installation-related relief requests, such as leakage due to poor installation or excessive installation fees, accounted for the largest portion at 39.8%. This was followed by quality-related issues such as poor cooling, noise, and odors at 29.9%, and after-sales service (AS) complaints including dissatisfaction with repairs and excessive repair costs at 13.3%.
Especially for air conditioners purchased through e-commerce, installation-related cases accounted for 47.5% of all damage relief applications. For general sales through department stores and others, installation-related cases made up 33.9% of relief applications. Seasonally, due to the nature of air conditioners mainly used in summer, 50.8% of relief applications were concentrated between June and August.
According to the Consumer Agency, Mr. A purchased an air conditioner for 1.29 million KRW from an online mall in July last year. At the time of purchase, he was informed that the basic installation fee, including basic piping and two drilling holes, was free. However, the technician who came to install the unit demanded 160,000 KRW, citing reasons such as replacing the piping with special pipes.
The Consumer Agency explained, "When buying air conditioners through e-commerce, the manufacturer does not directly install the unit; instead, the seller contracts with a separate service company to perform the installation. Many disputes over excessive installation fees arise in such cases."
To prevent damage, the Consumer Agency advises consumers to check contract details at the time of purchase, including product components, whether basic and additional installation fees apply, and compensation policies in case of installation defects. They also recommend thoroughly discussing the installation location, method, and costs with the technician beforehand and immediately verifying normal operation after installation.
◆ Homes = Offices, Air Conditioner Sales Surge = According to Lotte Hi-Mart, air conditioner sales from the 1st to the 11th of this month increased by 30% compared to the same period last year. During the same period, sales at Electronic Land rose by 28%, and at E-Mart by 77.1%. Major online shopping malls also saw sales increases. Gmarket's air conditioner sales rose 42% compared to last year, and 11st saw an 11% increase.
The industry believes that customers who postponed buying air conditioners last year are now purchasing early before the summer demand surge. The continued demand for home interior improvements since last year is also one of the reasons for the sharp increase in air conditioner sales. The release of new air conditioner models emphasizing design has also driven sales growth.
A Lotte Hi-Mart representative said, "With the forecast of a heatwave, more customers are buying air conditioners early to avoid the peak season and ensure they receive their desired products. This year, many products with excellent performance and design have been released, expanding the range of choices for consumers."
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