Which brand to belief?
Distribution group Fnac Darty revealed, on Tuesday 13 September, its fifth after-sales service (SAV) barometer. For the second 12 months in a row, most main manufacturers of electronics and residential home equipment are listed and rated on two standards: reliability and repairability. To calculate these scores, the distribution group analyzed after-sales service returns of a whole bunch of 1000’s of units, counting solely purchases made lower than two years in the past, which corresponds to the authorized guarantee interval, throughout which merchandise with breakdowns have one of the best likelihood of passing into the palms of repairers.
This barometer lists greater than 80 product classes, similar to tablets or hair dryers. For every, a number of manufacturers are ranked from greatest to least recommendable.
Sometimes reputations undergo
Some reasonably priced producers have been pleasantly stunned: in accordance to Fnac Darty, Indesit washing machines not often break of their first two years, as do the brand’s built-in ovens. But disappointment, extra frequent, hits costly or respected manufacturers.
According to Fnac Darty, Espon’s multi-function printers undergo from poor reliability, as do Electrolux’s canister vacuum cleaners, Samsung’s dishwashers and built-in ovens, in addition to AEG’s washing machines. At least on Epson printers and Brandt ovens, Fnac Darty’s rankings are consistent with shopper affiliation UFC – Que Choisir. On the opposite hand, AEG washing machines are rated a lot better by Fnac than UFC – Que Choisir, which ranks them proper on common.
To what will we attribute this discrepancy? Probably in the best way of knowledge assortment. UFC – Que Choisir relies not on workshop responses however on e-mails despatched to subscribers of a number of European shopper magazines that obtained a whole bunch of 1000’s of responses.
This distinction can also be doubtless due to the time window of the questionnaire utilized by the affiliation, which thought-about washing machines older than fifteen years as opposed to simply two years for Fnac Darty’s observations. Very little time within the eyes of Benjamin Duryez, former journalist 60 million subscribersSpecifically answerable for this query: What occurs after 5 years is what issues. This is commonly the place put on and tear reveals “He judges. Still an attention-grabbing window, even complementary, as a result of it research lately offered units with a contemporary design and didn’t cease 5, 10 or 15 years in the past.
Fnac Darty’s after-sales service barometer once more signifies that Sonos soundbars are notably troublesome to restore, as are Ultimate Ears Bluetooth audio system, Xiaomi televisions, Dell screens and Moulinex microwaves. Conversely, Apple merchandise high all restore rankings: computer systems, tablets, smartphones and headphones.
Here once more, Fnac Darty’s notes collide with one other supply of data, the official repairability index, which seems on numerous product class labels: Apple will get a satisfactory official rating there. In actuality, the calculation strategies of those two indices are totally different. The official index is theoretical, evaluated earlier than advertising primarily based on quite a few standards, similar to the provision of spare elements and the presence of a restore information. Fnac Darty’s index is way more particular, calculated on the premise of after-sales service returns: it compares the variety of occasions the gadget is repaired to scrap and changed or returned.
Also, within the washer class, the Fnac soiled barometer was in a position to confirm the curiosity of the official repairability index: the extra it decreased, the extra the after-sales service was pressured to change the gadget as a substitute of repairing it. The change price stays at 12% when the machine receives an official index of 8/10, to 20% when this index drops to 6/10.
Avoid the gadget?
The after-sales service barometer lastly warns particularly in regards to the reliability of 5 product classes: basic espresso makers, grinder espresso machines, stick vacuum cleaners, robotic vacuum cleaners and particularly electrical scooters. For most manufacturers in these 5 classes, their annual failure price fluctuates between 5 and 15%, in accordance to the information. the world By Fnac Dirty. These are dangerous and environmentally unfriendly purchases.
In addition to these outcomes, Fnac Darty performed a survey on the consuming habits of its clients, performed by way of electronic mail, through which 10,000 folks participated. Notable information: 30% of respondents mentioned they didn’t keep their home equipment, with this quantity rising to 38% for laundry machines. According to the group, one of many two breakdowns could be prevented with common upkeep or use as really useful by the producer. Consumers typically do not know, for instance, that their scooter is not rainproof, or that their Grinder espresso machine wants to be descaled repeatedly.