Marketization is not a "master key". It cannot solve the problems and problems in the development process of all industries and enterprises. Especially in the period of 315 this year, the chaos of "minor overhaul and disorderly repair without disease" in the home appliance maintenance service industry, which was exposed again by CCTV, can never be completely eradicated through the marketization of maintenance services and the socialization of home appliance service providers.

The disorderly repair and charging is a chaotic situation in the home appliance service industry that has been settled for more than 30 years. From the first day of its emergence, no household appliance enterprises and retailers have tried to find a real solution. They are waiting for and hope to resolve through the precipitation of time, the rationalization of users and the maturity of the market. However, all home appliance owners have ignored one point: home appliance maintenance and other door-to-door services, on the surface, are commercial and market-oriented commodity attributes. In fact, in the home appliance industry, it is a new species between commodities and giveaways. It is the "lubricant" and "spare key" for home appliance manufacturers to stimulate the market and consumption.

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In recent years, in the face of various problems that have repeatedly occurred in the home appliance maintenance service industry, some home appliance manufacturers and service platform providers have called on relevant national ministries and commissions to consider canceling the "three guarantees" of home appliances, and to eradicate the problem that different home appliance service personnel rely on "improper" means to make profits by breaking the "three guarantees" regulations of home appliance services. However, the home appliance circle has noticed that the chaos of home appliance services exposed by CCTV 315 this year includes both "internal machine" and "external machine", but the service personnel still try their best to make improper profits by means of "disorderly repair without disease, minor disease overhaul, multiple repair for one disease" and other means.

From the perspective of the household appliance industry, the solution to the current disorder of household appliance services can be said to be "a myriad of problems", which requires systematic engineering to promote the solution. However, in the end, we must find an important ice-breaking breakthrough and direction. Then we have to adjust measures to local conditions, according to the development status of China's home appliance industry, consumption habits, and industrial iteration, find a way to meet the market and user needs without breaking the status quo of "San Bao service regulations". Exploration is the grading and layering system of home appliance services. Different service products get different service returns and experiences.

Because in a developing country like China, a series of problems in the current home appliance maintenance service industry are inevitable experiences and processes in the historical development stage, and are not incurable. On the surface, many people will say that the root cause of the problem is that the home appliance service personnel can not get the corresponding return for their labor and their social status is not high, which forces many service personnel to only take "cheating and kidnapping", and even make public use of the professional knowledge threshold of home appliance maintenance services to deceive, cheat consumers and gain improper profits.

Obviously, the problem of low income of household appliance service personnel has existed for a long time and has not been solved. By comparing the charging standard of household appliance maintenance service and the cost settlement standard of the factory during the decade, it is clear that the income of household appliance maintenance service personnel is indeed low. But can we solve all the problems by raising the charge for home appliance services? The household appliance industry believes that it is not necessarily. In recent years, users' satisfaction with services has not improved, but has deteriorated in the changing times. On the surface, it is the low income of the service staff that leads to fewer people willing to work hard and work hard; In fact, many household appliance manufacturers are unwilling to increase their service costs due to the low entry threshold of the industry, many users' negative comments and complaints.

Therefore, the fundamental problem of the current home appliance service industry is that the maintenance service industry is not classified and stratified, and the service content is diversified and innovative. Therefore, the solution to the dilemma of home appliance service cannot be simply "one size fits all", cancel the "three guarantees" provisions of the state, let alone push it to the market and let home appliance service providers grab food in the market. In fact, over the past 30 years, home appliance maintenance services have been in the commercial channel of marketization, and a large number of third-party professional social service providers have been born. However, their emergence does not solve the problem, but causes a large number of problems to occur frequently, which has to be considered: the problem of service is very complex and changeable. As far as the current home appliance maintenance service system and resources are concerned, it is undoubtedly not the best choice to fully open and fully market.

At present, it is concentrated at the level of home appliance service providers. It is directly seen that some consumers have no right to choose, but actually have no right to consume. Under the "free service" launched by a large number of home appliance manufacturers, consumers do not pay for the service at all. For a long time, it has slowly cultivated a kind of "focus" under the "free service", such as disorderly charging, charging and maintenance. Under the free service, it has bred a series of disorderly charging phenomena, which has not been solved for a long time.

For a long time, both home appliance enterprises, home appliance retailers and home appliance service providers have ignored two problems:

First, home appliance maintenance services can also be graded and stratified, and more charging items can be explored after charging, but the key must be that the service price matches the value; We can not collect money and provide the same service return as we don't, but also cheat and deceive users. Therefore, it is necessary to "classify" household appliance services to meet the personalized needs of different users. This is exactly the direction of home appliance product innovation in the past few years, and the service should also keep pace with the times;

Second, it ignores the social orientation of the main service personnel of home appliance maintenance service. In the past, many users had the impression of home appliance maintenance service personnel that the rural migrant workers were not only responsible for installation and maintenance, but also free porters. At present, the household appliance maintenance personnel group presents a polarization situation of "the lack of high-end service personnel to meet the needs of users, and the overstaffed personnel to deceive low-end users". Only through the redefinition of service personnel, migrant workers are not technical engineers, but also craftsmen of large countries.

Let the home appliance service return to its essence, that is, on the one hand, to meet the needs of users, on the other hand, to improve the social status and treatment of service personnel, and at the same time, to connect the service needs of users with the service capabilities of service providers, and establish a new ecosystem of "customized according to needs" and "forced industrial transformation based on demand".