Internet + concept rises smart TV and then "ignite fire"

This year, "Internet Plus" was proposed as a national strategy and became the hottest keyword for the two sessions this year. Many home appliance companies and internet companies have been able to identify opportunities in capital, strategy, and other fields. The color TV as the core of the entire smart home, has once again become the focus of market attention.

The low price of 1999 yuan, mobile TV interconnection, family cloud album, face recognition, and multi-screen sharing smart TV are particularly attractive in the promotion, but the operation is complex, slow operation, card machine, crash, black screen, software Problems such as difficulties in upgrading and maintenance are also highlighted in these two years.

The industry generally believes that the pace of advancement of smart TV is too fast, but it forgets a series of service guarantees behind it.


Smart TV penetration will reach 85%

Every year at the end of March and early April is the day when TV companies get together to launch new products, but this year's color TV companies seem to be more busy.

Recently, Changhong, Skyworth, Konka, Haier, and TCL have successively released new smart TV products, among which Changhong has further integrated Internet thinking and launched the world’s first mobile Internet TV; Konka’s own Internet+smart TV brand KKTV and Ali YunOS have reached strategic cooperation, and Formally operated independently; Haier and Alibaba launched the Haier Ali II TV to enable TV module customization; TCL also launched the curved Quantum Dot TV H8800 series a week ago, and reached a platform with Tencent and Future TV. , Licensing integration of resources of the tripartite cooperation.

TV companies have intensified their efforts to inject new genes into the Internet to make them more intelligent. People in the industry believe that the rapid development of smart homes this year, together with signs of a pick-up in the property market, is expected to boost sales of smart TVs.

According to data from Ovid Consulting, the sales volume of the domestic color TV market in 2014 was approximately 45 million units, a 5.6% drop from the 47.79 million units in 2013, and its overall TV sales forecast for this year is not expected to be optimistic. 2015 China Color TV Sales will also decline 1.8% year-on-year.

However, the market for smart TVs is increasing. According to data provided by consulting firm Yikang, in the overall sales volume of the domestic color TV market last year, sales of smart TVs accounted for 62.7%, an increase of 19.3% year-on-year. Ovid data also shows that the current smart TV user activation rate has reached 73%, and the penetration rate of smart TV in the domestic market in 2015 is expected to reach 85%.

"Now users have to choose smart TVs because there are almost no non-smart TVs on the market. This is helpless, but it is also a general trend." Deputy Secretary-General of the China Electronics Chamber of Commerce, Lu Renbo, said, "smart TVs from three years ago Starting in the market, the market is now almost completely occupied. The price has also dropped from the high-end price of RMB 10,000 to RMB 2,000 to RMB 5,000. However, if consumers are expected to truly accept smart TVs, not only price To do the kung fu, we need to really enhance the consumer experience."


Most software failures

When the new products of the smart TV alternated and changed, the software and after-sales problems that were frequently criticized by users still remained unresolved.

By interviewing smart TV users and collecting consumer evaluations on Jingdong and Tmall's two major home electric business platforms, the author concluded that the current problems of smart TVs are mainly concentrated on the operation complexity, TV stalls, software failures, and after-sales attachments. More conditions.

In March of this year, the 2015 China Flat Panel TV After-sales Service and Consumer Satisfaction Survey Report released by the Consumer Electronics Research Office of the China Electronic Chamber of Commerce showed that with the increasing popularity of smart TVs and smart boxes, the proportion of flat-panel TV software failures has increased, resulting in consumption. The proportion of those who experienced failures in the use of flat-panel televisions showed an overall upward trend, reaching 12.3% (including man-made failures).

Among them, in the performance problem of flat-panel TVs, software failures are the most common, accounting for 24%; the system related to the smart TV cannot be upgraded, the application cannot be installed after the APP is downloaded, and the failure of the APP program using Caton, Trojans, etc. becomes a relatively high frequency in the intelligent function failure. The problem.

The rule of law over the weekend I learned that the core of smart TV lies in its operating system. At present, the operating systems of domestic smart TVs are Android systems, or their own systems based on Android.

"The compatibility of Android system on TV is not as good as that of mobile phones. Many third-party software are not portable from mobile phones to TVs." Liang Zhenpeng, an observer of the appliance industry, believes that the failure of smart electric video has a certain relationship with TV manufacturers. . If the smart TV system is not optimized, it is prone to problems such as the video playing and the unusable software installation.

Not only that, but an executive who declined to be named in the television business said that the current rate of pushing new television brands is accelerating, but some new television products have not made substantial progress and upgrades, and the overall performance has not improved so much. The experience of the people has not been greatly improved.


Laws and regulations are difficult to repair after sale

In the interview, the author learned that the maintenance of smart TVs has caused headaches for many users because it involves not only hardware problems but also software problems. The limitation of the latter by home appliance companies is still relatively vague.

"Before the TV had a problem, even if it was over the warranty period, it would be OK to go to the door of the house and call home a home appliance. After a while, it will be repaired. Now it is not enough. No one knows whether it is a problem with the software itself. Where there is poor contact on the hardware, they can only look for after-sales from manufacturers, but they have too many conditions attached to them.” Consumer He Li (a pseudonym) told the ruler over the weekend.

In the weekend of the rule of law, the author dialed Konka, Skyworth, TCL, Changhong and other TV manufacturers' customer service phones. For the after-sales problem, the above-mentioned several customer service agencies stated that they currently have a one-year warranty for the entire machine, and the main component has a three-year warranty.

Lu Jianbo pointed out that within the existing three-package policy of the country, whether the main components can include smart chips, smart modules such as wifi modules, is not clear for the time being, and the intelligent software systems, application programs, and intelligent content services are still missing.

"In the next stage, these issues should be specifically detailed. After all, the main components of smart TVs have been different from the past, and related policies should also be advancing with the times," said Lu Jianbo.

In addition to hardware issues, when the rule of law over the weekend I asked several customer service system and software maintenance, the results obtained are very different.

Skyworth's customer service told the author: "If it is the TV itself, the software will be repaired free of charge within one year; if it is a problem with the installation of third-party software or if the user breaks it, it will charge a fee." According to the company The charge standard, as long as the after-sales maintenance personnel come to the door, regardless of whether the maintenance must be charged 40 yuan commissioning fee; if you want to repair, according to the situation to collect a certain amount of testing fees and material fees.

Konka's customer service tells the author that the system or the software has a problem. If the warranty period is one year, customer service calls can be resolved online. If the staff needs to be repaired, the network commissioning is performed for free in March; after 3 months The fee will be charged. The specific maintenance cost will be set by branches around the country. However, the door fee is unified throughout the country. It requires a free entrance fee within 20 kilometers, a part that exceeds 20 kilometers, and a one-kilometer round-trip distance of 1 yuan.

Liang Zhenpeng said that TV software failures would make it difficult for manufacturers to provide free on-site service. The future three-package policy should be gradually improved, clearly defining which type of TV software fails within a certain period of time and enjoying free maintenance services.

"Even if there is a charge, there must be detailed charges." Liang Zhenpeng said.

"After-sales problems such as operational problems, system stability, and software maintenance all require television companies to further consider them for consumers." Lu Renbo said, "In recent years, television companies have also realized these problems. Some of them have even begun to change their own after-sales policies. They are only going to be slow, and they should accelerate their pace in these areas in the future. Don't let consumers wait too long."