日前，商务部发布了《家电维修服务业管理办法》（以下简称《办法》）。根据该《办法》，家电维修经营者和从业人员不得“虚列、夸大、伪造维修服务项目或内容”，不得“冒用家电生产者商标或特约维修标识”等。该《办法》自今年8月1日起施行。

    a，Issued by the ministry of commerce《Household appliance maintenance service industry management approach》（Hereinafter referred to as《way》）。According to the《way》，Household appliance maintenance operator and employees may not“Virtual column、exaggerated、Forged maintenance service project or the content”，Shall not“Fake the home appliance producers trademark or special maintenance logo”etc。the《way》Since August 1,。

    商务部有关人士表示，对违反上述规定的，情节严重的可处三万元以下罚款。

    The sources said the ministry of commerce，For breach of the above rules，If the circumstances are serious are in thirty thousand yuan the following a fine。

    随着夏季来临，家电维修进入高峰期，家电维修纠纷也屡屡发生。《办法》将对家电维修行业起到怎样的规范作用？

    As summer，Household appliance maintenance into the rush hour，Home appliance maintenance to ongoing dispute over。《way》Will the home electrical appliance maintenance industries have the standard effect how？

    

    维修纠纷困扰消费者 去年消协受理家电投诉13.88万件 Maintenance dispute troubled consumer acceptance home appliance complaints last year 138800 pieces of consumer advocates

    家住北京市通州区的齐先生，前不久遇到一件烦心事。家里的空调坏了，他翻箱倒柜找出一张2001年海尔空调的保修电话卡，联系之后，很快就有一位维修人员上门维修。清洗机身、更换零件等，共收费1600多元。结果没过多久，空调就不运转了。再打维修电话，不是没人接听就是长时间占线。他拨打12315反映情况之后才了解到，海尔的维修电话早已经换成了统一的400开头的号码，他拨打的号码已被海尔公司废弃多年，并被骗子盗用。

    Live in the district of Beijing's sir，Recently met a troubles。The air-conditioner in the home，He dig out a 2001 years haier air conditioning's warranty phone CARDS，After contact，Soon there were a door to door service maintenance personnel。Cleaning the、Replacement parts, etc，Charge of 1600 yuan。The results before long，Air conditioning is not running。Then play maintenance call，Not no answer is long time the line is busy。He call 12315 reflect only learned after，Haier's maintenance call have replaced the unity of the 400 the number of begin，He dialed number has been haier company abandoned for years，And be cheater theft。

    虽然如今多数品牌家电企业都建立了官方网站，启用了统一服务电话。但一些山寨家电维修点制作与官网相似的网站，申请400、800开头的服务电话，让消费者分不清真假。事实上，这些山寨家电维修点在维修人员、技术、设备和配件方面，都达不到正规维修点的标准要求。一些山寨站点常采用不定期变换网页、改变电话等方式，“打一枪换一个地方”，给消费者造成很大困扰。

    Although nowadays most brand electrical appliances enterprise have established the official website，Enable the unified service call。But some electrical appliances manufacture and the fortress of thrusters's similar website，Apply for 400、800 of the beginning of telephone service，Let the consumer can't tell true and false。In fact，The home appliance maintenance personnel in the fortress of thrusters、technology、Equipment and accessories，All can not reach the standard requirement of regular thrusters。Some sites often USES not regularly fortress transform web pages、Change the telephone and other means，“A gun change a place”，Give consumers caused great trouble。

    据商务部测算，2010年，我国家电维修服务注册企业约30万个，维修服务收入达1215亿元，长年从业人员300多万人，短期从业人员（如夏季空调安装服务等）近300万人，已成为重要的民生服务行业。而据中国消费者协会统计，2011年全国消协系统受理家用电子电器类投诉13.88万件，虽然比上年（16.35万件）减少15.1%，但仍然处于高位。

    According to the ministry of commerce estimates，2010 years，China's household electrical appliance maintenance service enterprises registered about 300000，Maintenance service income of 121.5 billion yuan，Long employees more than 300 people，Short-term employees（Such as summer air conditioning installation services, etc）Nearly 3 million people，Have become an important the people's livelihood of service industries。And according to Chinese consumers association，In 2011 the national disappear assist system accepts the household electronic complaints 138800 pieces，Although more than the previous year（163500 a）Reduce 15.1%，But still high。

    

    无证上岗现象普遍存在 一个简单的零部件就要上百元 Unlicensed mount guard phenomenon exists generally a simple parts will be hundreds of dollars

    据中国消费者协会提供的资料，从各地消协受理投诉的情况看，家电维修乱象主要包括以下几方面：

    According to Chinese consumers association offers material，All of the complaints from consumer advocates at，Household appliance maintenance the mess mainly includes the following respects：

    维修人员技术水平参差不齐，维修质量不过硬。部分家电厂商售后服务人员的管理不规范，技术水平良莠不齐，无证上岗现象普遍存在。

    The maintenance personnel technical level is uneven，Maintenance quality not perfect。Part of the electrical home appliances manufacturers of after-sales service personnel management is not standard，The technical level the good and bad are intermingled，Unlicensed mount guard phenomenon exists generally。

    维修标准不统一，“小病大修”成普遍现象。维修是个专业性较强的行业，个别不诚信维修点在维修时，明明是小故障，却将它扩大化，把没必要换的零件换掉。

    Maintenance standards not unified，“Ailment overhaul”Into common phenomenon。Maintenance is a professional strong industry，Individual not good faith in the maintenance of thrusters，Clearly is small fault，But will it evolved over time，Not necessary to change the parts replaced。

    收费项目繁多，一些维修服务涉嫌重复收费。家电维修收取的费用五花八门，比如材料费、维修费、上门费、开机费等，而上门费、开机费不该另外收取。

    Various fees for，Some maintenance service repeat charging for suspected。Household appliance maintenance fees charged is multifarious，Such as the cost of raw materials、maintenance、The door fee、Boot fee, etc，And the door fee、Boot fee shouldn't another charge。

    2011年，浙江湖州市消协曾开展一项调查，结果显示，消费者反映的问题包括：家电售后维修人员上门不及时；部分维修人员上门维修不带报价单，也不向消费者事先告知；一些维修人员甚至“偷梁换柱”、“暗度陈仓”、“随口定价”，一个简单的零部件开口就要上百元、数百元。

    2011 years，Zhejiang huzhou disappear assist has carry out a survey，The results show，Consumer reflection including：Home appliance after-sales maintenance personnel comes to not timely；Part of the maintenance personnel comes to maintenance with the quotation，Also not to consumers informed in advance；Even some maintenance personnel“bait-and-switch”、“AnDuChenCang”、“Freely pricing”，A simple parts open will be hundreds of dollars、Hundreds of yuan。

    

    管住家电维修业“入口” 明确牵头部门，从业人员执证上岗 To hold home appliance maintenance“entrance” Clear lead department，Employees hold card mount guard

    将于今年8月1日起施行的《家电维修服务业管理办法》明确，商务部负责家电维修服务业的行业管理工作，各级商务主管部门负责本行政区域内家电维修服务业的指导、协调和监督管理工作。有关专家认为，这从法规上明确了牵头部门，有利于整合力量针对家电维修点“小乱差”问题开展整顿。

    This year will be on August 1,《Household appliance maintenance service industry management approach》clear，The mofcom is responsible for the service industry management household appliance maintenance work，The department in charge of commerce at each level in the administrative areas of home appliance maintenance services guidance、Coordination and supervision and management。Experts think，The regulations on the clear from lead department，Help to integrate efforts at home appliance thrusters“A poor little”On the。

    “家电维修市场太大，又面对各种具体诉求，因此容易受人诟病。但当前出现种种混乱，其实还是源于行业门槛过低、监管力量分散。”一位业内专家说。据了解，目前，家电维修行业准入门槛几乎没有，只需通过工商登记，就可以注册成为一家家电服务维修企业。

    “Household appliance maintenance market is too big，And in the face of various specific demands，So can be inflexible。But the current appear a variety of chaos，In fact or low threshold from industry、Regulatory scattered forces。”One industry experts said。According to understand，At present，Home appliance repair industry admittance threshold almost no，Only through the industry and commerce registration，It can register as a home appliance maintenance service enterprise。

    针对从业人员资质问题，《办法》明确规定，家电维修从业人员应当具备从事相应维修活动的职业、技术资质。从事高处作业、焊接与热切割作业、制冷与空调作业、电工作业、危险化学品安全作业等特种作业的人员，应具备国家规定的特种作业资格，执证上岗。

    According to qualification employees，《way》Specific provision，Household appliance maintenance employees shall have engaged in maintenance activities of the corresponding profession、Technology qualification。Engaged in high homework、Welding and hot cutting operations、Refrigeration and air conditioning homework、Electrician homework、Hazardous chemical materials safety operation of special operations personnel，The regulations of the state shall have the qualifications for such a job，Hold card mount guard。

    《办法》还明确，家电维修经营者应为上岗工作人员配制职业资质标识，要求在岗工作时佩戴或向消费者出示。

    《way》clearly，Household appliance maintenance operator should be back at work by personnel professional qualification logo，On-the-job work requirements when wearing or show consumers。

    根据这些规定，消费者以后约请上门维修空调等业务，可主动要求察看证件。但这一规定将起到多大的作用，不少消费者仍然存疑，毕竟该《办法》并没有明确从业人员如何取得资质、商务主管部门如何执法、怎样监督检查执证上岗等细节。

    According to these provisions，Consumers asking after door to door service business such as the air conditioning，Can be active request see documents。But the ruling will have much effect，Many consumers are still doubtful，After all this《way》And no clear how employees have aptitude、Commerce Department how to law enforcement、How to hold the supervision and inspection certificate details such as mount guard。

    对此，商务部有关人士表示，各省、自治区、直辖市商务主管部门可以依据《办法》，结合当地家电维修服务行业实际情况，会同有关部门制定相关的实施办法。

    this，The sources said the ministry of commerce，provinces、Autonomous region、Departments of commercial administration of municipality directly under the central government may, in accordance with《way》，Combined with the local household appliance maintenance services industry the practical situation，Jointly with the relevant departments, formulate the measures for the implementation of the related。

    据了解，部分地方已经开始探索商务主管部门牵头维修协会，进行人才培训，同时培育品牌企业，促进家电维修行业健康发展。（记者 杜海涛 崔 鹏 富子梅）

    According to understand，Part of the place has began to explore the Commerce Department lead maintenance association，Talent training，At the same time cultivating brand enterprise，To promote the healthy development of home appliance maintenance industry。（Reporter DuHaiTao cui peng FuZiMei）