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People's Daily Online>>China Business

Watches top gripe list for luxury goods

By Wang Wen (China Daily)

08:44, March 16, 2012

Luxury watches received the most complaints among all the luxury items in China last year, according to a survey released on Thursday, International Day for Consumers' Rights and Interests.

The World Luxury Association, releasing a report on the consumer satisfaction of luxury goods, collected 3,756 complaints on luxury goods in China between March 15, 2011 and March 15 this year.

The survey showed that 46 percent of the complaints are about watches, followed by bags and clothes, luxury cars and jewelry.

"As a kind of mechanical item, after-sales service is more important for watches than other luxury items, because the mechanical items are more likely to have faults," said Yang Qingshan, guest researcher on luxury goods and services at the University of International Business and Economics in Beijing.

In China, the sellers of luxury watches do not take the responsibility to fix them, Yang said, which is one of the reasons for complaints about luxury watches.

The survey showed that most luxury consumers are not satisfied with the after-sales service for luxury goods and only 16 percent of consumers said their complaints were resolved.

"Although the market is large, China's consumers do not receive enough attention from international luxury brands," said Ouyang Kun, director of the World Luxury Association's China Office.

He said the complicated and long process of after-sales service increases consumers' difficulties in receiving the services.

The association has appealed to the international luxury brands to set up a unified after-sales service system. That would include hotlines, a fixed process of after-sales service, labels of origin and local repair centers.


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