According to a recent survey conducted by the China Household Appliance Service Maintenance Association, the rapid growth of the internet and the widespread adoption of smart home appliances have led to new challenges in consumer rights protection. Issues such as privacy breaches, difficulties in software services, and service gaps in product recalls have become increasingly common. These problems have given rise to emerging forms of infringement that are now being closely monitored.
The survey gathered data from over 24.73 million sources, covering 891 brands and online appliance service platforms across eight categories, including refrigerators, washing machines, air conditioners, air purifiers, TVs, water heaters, and stoves. The findings reveal a growing trend of rights violations in the home appliance sector, with the number of incidents increasing by 4.73% compared to the previous year. Notably, small-scale service providers—those with fewer than 10 employees—accounted for 96.41% of the entities involved in these violations, making them the most vulnerable and frequently affected group.
In recent years, the integration of smart technology into household appliances has accelerated, bringing about new types of consumer issues. Companies and service providers now hold vast amounts of personal data, and the unauthorized sharing or misuse of this information has emerged as a significant concern. In addition to data leaks caused by poor management, some companies have been found deliberately selling consumer data to third parties for profit. According to the survey, 52.84% of respondents reported receiving unsolicited calls after purchasing certain products, often in an anonymous or targeted manner.
Another major issue is the lack of clear software support for smart home devices. Many manufacturers focus primarily on hardware maintenance, offering limited or no specific service for software updates or repairs. In fact, over 40% of smart appliances do not clearly state or provide a three-year warranty for their built-in software. This lack of transparency leaves consumers without proper recourse when facing technical issues, further highlighting the need for stronger regulatory oversight in the industry.
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