do i need to use the same address to exchange old appliances for new ones? reporters tested multiple platforms
2024-09-02
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recently, ms. liu wanted to replace the old appliances in her home with new ones. after selecting the products she liked on jd.com, ms. liu prepared to make an appointment to recycle the old appliances and then make an appointment to deliver the new ones. but when filling in the order address, ms. liu found that jd.com only allowed one address to be filled in. "my old appliance is at one address, and i want the new appliance to be delivered to another address.after consulting, the merchant said that the old and new machines must be at the same address to enjoy the trade-in service. "because the address for recycling the old machine is inconsistent with the delivery address of the new machine, ms. liu's trade-in shopping was "stuck" and could not go on.
if the addresses of the old and new machines are inconsistent, can the old machine be exchanged for a new one? the reporter logged into the jd platform and asked multiple home appliance sellers. the customer service staff of haier's jd self-operated flagship store said that the addresses of the old and old machines are inconsistent, so the old-for-new service cannot be carried out, and "one address is required" to enjoy the old-for-new service. as for why such a regulation is implemented, the customer service said that this is the regulation of the jd platform. subsequently, the store customer service of the siemens home appliances official flagship store also stated that the old-for-new exchange is an activity launched by jd, and the specific details still need to be explained by jd customer service.
after logging into the jd platform, the reporter found that the platform has set up a special area for exchanging old products for new ones on the product shopping page. the reporter immediately bought a washing machine and prepared to try the old-for-new service. however, after purchasing the new product, if you want to exchange the old product for the new one,you must first "confirm and agree" to the "trade-in agreement" formulated by the platform. if you do not click the "agree" button, you will not be able to place an order normally.
after opening the document, which has the full title of "trade-in agreement for home appliances", the reporter found that the specific content of the agreement specifically stated in bold font that "the trade-in service requires that the user's old and new machines belong to the same address, otherwise the seller has the right to unilaterally cancel your new machine order."
how to solve the problem of being unable to place an order due to inconsistent addresses for old-for-new exchanges? the reporter then called jd retail customer service for further consultation. the customer service staff said that if the customer chooses "simultaneous pickup and delivery" for the old and new machines, that is, sending the new product and collecting the old product at the same time, the same address must be used to place the order. if you choose "unsynchronized pickup and delivery", that is, first recycle the old machine and then make an appointment to send the new one, if the order page cannot be operated, the customer needs to negotiate with the delivery master to discuss whether the staff is willing to go to another address to recycle the old machine.if the deliveryman is unable to go to another address to recycle the old machine, the customer can consider finding a logistics company to transport the old machine to the same address. "if there are any expenses, you can provide the (shipping) payment receipt, and we will reimburse you within 200 yuan." if the customer wants to be reimbursed later, he or she will have to call the customer service hotline to communicate.
reporter investigation: most platforms support "different addresses"
immediately afterwards, the reporter logged into multiple platforms including taobao, pinduoduo, and suning.com to consult on the issue of old-for-new exchange.
after purchasing a double-door refrigerator at the midea refrigerator flagship store on taobao, the reporter saw that the shopping page allows users to fill in the pickup address of the old machine and the delivery address of the new machine separately. the customer service staff also said that even if the old and new machines are not at the same address, the old-for-new service can still be enjoyed normally. on the suning.com platform, after purchasing a tcl tv, the reporter entered the old-for-new area and also found two address columns for receiving the old and delivering the new, where different addresses can be filled in respectively.
after logging into the pinduoduo platform to purchase products, the reporter noticed that the shopping page only provided an address bar. however, during the consultation, the customer service staff said,you can fill in the recycling address of the old machine when placing an order, and then send the delivery address of the new machine to the customer service. the staff will make notes for the customer. inconsistency between the addresses of the old and new machines will not affect the old-for-new service.
