[000:00:00;00] we are investigating how the car manufacturers join the after-sales service community system. of course , our opportunity has ended on channel 1. follow the economic desk on khabar channel. you are a viewer of the economy table , see a report about the topic of the program. we will be back with the guests of the program to serve you. one of the duties of the after-sales service community system is to deal with people's complaints. 300 complaints have been registered in the collection in the field of after-sales service. a large number of 20 has led to peace and consumer satisfaction. i didn't think it

would be possible to work without a person's presence, but when we complained as a user we filed a complaint from an automobile company. this complaint has been resolved. now the product group that we cannot respond to is the automobile, but in the case of household appliances, it is about mobile phones and digital items. alhamdulillah, we are responsible to the people. we don't have any problem. self-manufactured companies and after-sales service companies can enter the system and the matter should be followed up by the technical engineering service office so that the relevant companies can enter the system and create their own page in the system and receive their obligations . . about two months ago, the manager the entire office of engineering technical services of the ministry promised to solve this problem. we are developing for

the insert theme. certificate of grant for this car and all types of vehicles and all these. mohammad allah tv news. you are a viewer of the economics desk. my colleague mohammad ellahari is with us. it is going to be the beginning of the program . please explain more about the report. mr. ellahari. we are at your service . yes, i say hello. you, mr. azaribaga, as well as the good viewers of the economic desk, as you mentioned , the group of household goods, furniture, mobile phones, tablets, and production machines, have already joined this system. we followed up on the fact that we were connected two months ago and the automakers did not connect. they informed us that there is no necessary infrastructure to connect the automakers and that there is up to two months, it is necessary for the automakers to connect to this system after 2 months.

when we followed up, the officials of the ministry of home affairs informed us that the infrastructure has been provided and the car manufacturers are slowly connecting to this system, and if the car manufacturers are connected to this system , people can use its facilities . it is one of the facilities to register a complaint. yes, thank you, mr. ellahari, we will be with you again, but in in our studio, mr. hamid mahleei, the director of the technical and engineering services department of the ministry, is present to talk more about this matter. in the name of allah, the most merciful, the most merciful, i would like to say hello to you and my dear viewers . first of all, i would like to clarify that the issue of after-sales service in the community system is not only applicable to car manufacturers, but also to all car

importers . all services can be done in this way in fact, the certificate of after-sales service should be completed here . it doesn't matter whether it is a car manufacturer or a car importer . the second point is that this dear ones joining this system is not in line with the view that we already have after- sales services in our field. we didn't have any good, there was a presentation. however, the mechanism was such that it was provided only through the system and sites that car manufacturers and their own networks have , however, as you explained, the other products that are subject to after-sales service, these must be all the obligations that are in the field of service. after sales for the cars should

be uploaded in the after-sales service community system and their network should be announced there, and all the processes related to the complaint, if there are objections, can be followed through that way . based on this, we can carry out many processes both easily and in a local way, in fact, in the case of car manufacturers. what exactly happens to the after-sales service community system for customers, that is, what should they do and how should they register their complaints. yes, you can see that the complaint is at the end of the matter, but in the sense that a complaint is not always a legal complaint, sometimes there are misunderstandings and follow-ups are done

through which someone has to go if he is not satisfied with the after-sales service. he wants to register this lack of satisfaction and take care of it. yes, i told you about this because car manufacturers and importers are also trying to provide optimal services for the consumer, but sometimes it is their network that has shortcomings. therefore, these shortcomings should be clear and quick to the provider after-sales services can be provided, they can be fixed, at least at the beginning, we think like this, how should this process be done now? yes , see first of all that cars have an identity, in fact, we call it a vehicle that is unique for every car, whether it is manufactured or imported, when an after-sales service certificate

is entered, the service guarantor and service provider are specified, the network is specified, and in the system of the after-sales service community, it is fully specified and named, that is, the same which is in the car sales booklet or in the car manufacturer's system it is presented there, the obligations are loaded there, and when the production declaration or import declaration is made, a number, for example, 1,000 to 10,000 is added to the fleet and sold to the people . yes, it is possible for that birth certificate to be activated from that date onward. that birth certificate's warranty can also be tracked. yes, i can tell you that from

then on, this can be monitored and the buyer will be notified via sms. it is specified for both the user and the provider what kind of cars are under his service? of course, this service should be provided . now, if we want to say very simply, a customer left. in fact, now he has a problem with the after-sales service . what should he do now ? what are the services that we have to do and we don't get? first of all, this full service is explained there, what rights does the consumer have regarding consumption , the legal position is now not respected, it entered the system. that's all you need to register

in any case, he can see the machines, parts, and cars that he has there, and if he has a complaint, he can choose the car manufacturer, he can choose the service provider , and even if it is a problem, he can choose the branch and tell the title of his complaint. i did not receive this service. my colleagues in the ministry of industry, mining, and trade immediately investigate this complaint. if it is received and documented, in fact, they immediately refer to the service network of the service network, that is, the vehicle itself. the manufacturer or importer of the manufacturer or importer of it every seven days, you have to respond and get satisfaction, that is, in fact, the customer registers the check from the time he comes to get a response. this period is 7 days. yes , we will give an example.

they don't accept taking them for periodical visits, for example, well, this in itself is another incoming complaint. now it will be legal and it will go to ala, if he doesn't respond to this matter in fact, this will be a complaint legal, and yes, it goes to 124, and through that area , anyway, a case will be made for khudroz in tezira. damages, or in any case, the procedures that are in the regulatory areas, there is a time frame for dealing with the issue, yes , there must be a time frame to answer, well, i don't know, but it depends on what the issues are and how the processes will be, but this is related. in fact , there is a judicial process in tezira, but we are not satisfied with this. before you say your words, how will it go to tezirat , that is, the person himself should come and convey this. connected

they are connected, yes, that means at the same time, when my colleagues put a tick that this consent was not covered, it goes to the punishments there on the page there to do it . anyway, they have plans to follow up, but we are not satisfied with this. after all , we know the number of complaints that do not lead to peace . in providing services to medicine we will not allow them to develop in the field of goods. for example, if an importer imports 10,000 cars , he cannot provide adequate services for those 10,000 . we will not allow the next thousand

to import the next part. give it to the producers, what about the producers in the field of declaration of production, anyway, restrictions will be created or even receiving the first materials, as it does for the rest of the goods. well, it's the end of the deadline . see, i'm at your service now. first of all , let me say that our car manufacturers cooperate with us it is very good. during the past year and a half, we have identified nearly 900 million interceptions of the parts that are produced and supplied in the network with the cooperation of friends. a big car manufacturer is coming to form a fund, but considering the scope of the work and the need to justify it.

these files are being sent back and forth by iranians. my colleagues are informing them that the iranians were presented. in fact , they have gone. this should be resolved and it will be resolved, and pan is the responsibility of the four. you said that the joining of the four from the importers and car manufacturers , it is completed in the system. yes, yes, by referring. it will not connect until the end, see what will happen to us , just like for other household appliances, tablets, and mobile phones, when they are not connected , there will be problems with their import, when the systems are connected, these issues

will actually cause problems, my friend. we don't have if we fall into this situation, that's why we went ahead with the work, which , god forbid , there will be no problem in the supply chain of the goods, but it is possible that these problems will happen to them. is there any product groups to join the system? yes, after cars, we will add equipment to this area. we also have some complications there, because in the area of ​​machinery, we import even parts and working machinery . we are dealing with problems, but beyond from that, we also want to move in depth in the quality of service delivery, we also want to make moves that the initial steps have been taken

, the relevant modules have been written, god willing, we will be able to launch those systems , let's go back to mohammad elhari. mr. allah, regardless of the issue of automobiles, in general, in the various product groups that have joined the after-sales service community system , how is the process of registering a complaint in the system ? what is the order of the investigations you had ? people i called randomly and their complaints were registered, most of the complaints were from home appliance companies and with mobile phones. generally, people are relatively satisfied with home appliances , but the main problem was in the matter of mobile phones that people complained and their complaints were not resolved for about two months.

mr. mahale promised us that a new system will be added to the after-sales service community system so that people can evaluate the companies and those companies that do not fulfill their obligations will be gradually removed from their licenses. now mr. mohalei should explain to us that now this is true did it happen systematically or not? yes sir , we are at your service, please explain this matter. that's what i was saying. in the second step or the second phase, we want to address the quality of the service itself. especially in the case of mobile phones, yes. unfortunately, in some areas, due to a series of restrictions, imports are carried out anyway, and we cannot import them with the original one. in fact , we can communicate with the owner of the brand name . there are a number of shortcomings,

and we must solve them. we implemented the promise we made, that is, all the modules have been written, an understanding must be established be it between that private sector organization. and the ministry and other departments of the ministry, if it is an operation that we can carry out this sub-system with the help of private sector organizations, what is the sub-system, i.e. what is it supposed to do ? they do it and fill out the certificate of after-sales service, they claim that we have to provide these services, we ask them inside, because they have a thirty army with them , we say to the customers that, for example, you have to provide 70 services to the people . present from these 70 to about 20 to 25 we say the basic services, to whomever you provided, you should

send us the post-service community system, this sending route is with the help of the private sector organization, which should be collected in the form of a discussion, in any case, reports should be sent to us. yes, you can see the collection, i would like to tell you that these majors have been written, this is the understanding that if it is done, we hope that it will be operational in the coming months and it will start in the next few months, mr. engineer, let us look at the quality more before starting and continuing the work. fortunately, we have fulfilled the promises we made so far, as many companies have those who remain on this page or in the network can provide good quality services

and be removed. instead of evaluating someone, we will rate them based on their performance . a satisfaction is obtained by the consumer. the level of satisfaction and the level of indicators that we set, if it does not reach the quorum , two things must happen in order to continue the after-sales service process, either it transforms itself and develops to be able to reach it, or it has to leave this area. moreover, in there are some complaints about the lack of transparency of after-sales service. we are going to see a report first, we will come back and we will talk more about this matter , i will tell you the last show

. the guarantee companies don't fulfill their obligations. the phone was drained of 50% of the charge. in general, we gave a guarantee again and said, "okay, sir, everything is out of order. now they won't replace my phone or anything. for example, a tv costs about 15 tomans. i had bought all the tvs for 20 tomans, if it had a one-year warranty, the head of the home appliance after-sales service association had announced that these incidents would be resolved by amending the after-sales service regulations after many years. was passing 3 months ago, an amendment to the executive regulations of after-sales services was announced. now we have to see what changes have occurred in the implementation of after-sales services after 3 months. mohammad allah radio news

. yes, you saw it in the report. 3 months have passed since the announcement of the new bylaws of after-sales services , so far, what about the service companies? changes in the guarantee of creating mr. local? yes. let me tell you something. we have modified many processes in the field of after-sales service. however, let me say this, we have not made progress, the tasks that we have to do are very extensive, what has been done and what needs to be done. they thought that when a product whose installation is mandatory, when they send it to a person's home, they should also be charged for shipping. in fact, the installation cost is done in while none of these should be done, this was specified again in practice, it was fully reviewed and

done, the after-sales service period, which was 18 months , was increased to 2 years, and in fact , this happened in the case of mobile phones. the quality of providing services at the average level that we evaluate has improved a lot. complaints are also shown. anyway, the indicators that we evaluate, but yes , we are far from that utopia, even with many countries that we can. let's compare ourselves with them, we have a distance , i mean, the completion of this distance means the name the brand of iranian goods is improving, so what should be done, yes, see, first of all, this should become a pandemic, all manufacturers should address the issue that they should provide better after-sales service than before. there should be

a little bit of this process. let's increase the trainings. we hope to increase these trainings with the cooperation of this forum, which is the after-sales service forum, and the most important and very important thing is the people themselves. a complaint is an expression of dissatisfaction and we promise not to get tired of this to follow up is the process. how many have been registered so far? there are not many registrations. that's why i'm saying this. maybe dear people think that it might not be useful, but it's definitely not like that. this system has been solved much more than how many complaints have been filed. how many percent

of them have been resolved? i don't have a specific figure now, but i think less than 400,500 of these complaints have been filed, but most of them actually make peace, otherwise that thing has been done, but this is it. let me say that sometimes these consumers and people are from law and rights they don't know, they think that any equipment that has a problem must be replaced immediately, while this is definitely provided in the regulations and it is stated that the same warranties are very clear. no, sometimes it is written so small that it is not at all clear that it is not readable at all . these were supposed to be corrected.

sub-sixth was written that if this letter of commitment is something to there is no promise of an after-sales service card. i will not provide you with any service. first of all, we said , bring this cardboard and write it in the system, and it will always be registered. it is not a product, why is it for all groups, everyone who enters the after-sales service system, that is the same, but there is a series of mandatory services, according to the law , it must be a series of optional services. basically , what is this warranty really special? are there goods , just these two groups of goods that were mentioned or not at all according to article 4 of the consumer protection law, all goods must have any durable goods that are capital goods, the full names of which are listed there , the equipment, machinery, and household appliances that are provided are subject to after-sales services, and these must be provided after-sales services.

register in the system, no, the system did not say there. there, the minister of industry said that this is the way it is now. they say that the guarantee of one part means that when the two years are over, one year is over. for example, if a car manufacturer says that i produced that car 7 years ago , i will no longer supply its parts, not 10 years from the last time it was sold , it must supply my parts to onor, now the car manufacturers should be connected. yes, this includes the same issue . up to 10 years, if the service is not provided as it should be, people can express their complaints , they can do it and it should

be provided. now, in the interviews we had with the companies they are issuing fake guarantees. how can people distinguish the original guarantee from a fake one? look, the best way for these items that we have mentioned is in saman . we have identified the tracking system on the products that are subject to tracking. they are tracking knowledge and in fact, they should inquire about product system knowledge and warranty knowledge from them , after sales service knowledge. he tells them there whether it has a grant or not. does this service have after-sales service or not? does anyone provide this service? the network that provides this service tells all of them when it starts and when it expires.

this piece of knowledge is not fike's tracking and it is not real. you should go to the seller himself to find out about the origin of your complaint. if there is no warranty, in the same system of the society, you can complain about this or there is no mechanism for this. why can you complain there? he did, but there he is being sued according to the original article, which means that this company even we are in the system of those companies that do not have your originality, those networks that have your originality. we mentioned that they don't have any, that is, some people go up to a sign and say that i am, for example, an after-sales service representative of a certain brand or a certain brand. this cannot be dealt with. now that

even their names have been taken, we have taken action. you see , mr. engineer, the way is very difficult. you can count. these processes have been carried out for 40-50 years. there are some that really need the comprehensive help of all units , for example, we brought a 118 system with us, we said that when someone calls you, they will tell you, for example, where is this commercial letter of the network, you must tell the network. in this system , there is after-sales service, but this creates conflicts because this was not done in this way for years, it is a difficult task, the path is difficult , that is, some people think that they have the right to do this wherever they say, i am the representative of this product when we take from them, i think we are taking their main right from them. yes, thank you. i also thank you and mr. elhari for appearing in the program . thank you, dear viewers, for accompanying us to the end, but this issue

we will follow up again. how do you assure users that you are unbiased? are you in a world dominated by social networks and slogans of freedom of thought and freedom of speech, there are hidden programs and mechanisms about what