Gree apologizes for overcharging on repair parts, refunds customer
Home appliance manufacturer Gree Electric Appliances has addressed allegations of excessive charges for repair parts. The company confirmed an overcharge occurred and has refunded the consumer, while also announcing staff retraining.
Gree Electric Appliances, a major Chinese home appliance manufacturer, has formally acknowledged and addressed a customer complaint regarding inflated pricing for a replacement part during an air conditioner repair.
The incident, which took place in Chongqing, involved a customer who was quoted 150 yuan (approximately $20 USD) for a motor component, plus a 90 yuan labor fee. The customer later discovered that the official price for the part was significantly lower, around 40 yuan (approximately $5 USD), and that similar parts were available on the market for even less.
Following the customer's query, Gree's service center confirmed the overcharge. The company stated that the technician involved, identified as a new employee, mistakenly mixed up order documents, leading to the incorrect pricing. The excess amount of 110 yuan (approximately $15 USD) has been refunded to the customer.
Gree has responded by temporarily halting the technician's work and sending them for retraining. Furthermore, the company has scheduled mandatory retraining sessions for all its service personnel to reinforce correct procedures and prevent future occurrences of mispricing or improper service conduct.