In the realm of hardcover home renovations, the post-sale service landscape is often unclear and frustrating for homeowners. When purchasing a pre-finished house, the contract typically lacks specific details regarding the warranty period. This means that while homeowners may sign agreements with both the renovation company and material suppliers, these contracts do not always clearly define the terms of after-sales support. Instead, developers often include only general descriptions of the materials used in the “Family Book†provided at move-in, leaving the concept of a warranty largely undefined.
One major challenge lies in how the construction companies operate. According to Hu Zengguang, an industry engineering director, most construction firms only interact directly with the developer, not with the end consumers. This is because the construction company deposits a quality guarantee fee with the developer and agrees on a warranty period with them. As a result, the consumer is not involved in this agreement, and the construction company sees the developer as their main client, not the homeowner.
When it comes to addressing issues, homeowners usually have no choice but to deal with the developer or property management. The problem is that responses are often slow, and solutions can take a long time. Once the house is handed over, many problems are passed to the property management, which tends to handle them in batches rather than individually. This leads to long wait times and missed maintenance appointments, making the process even more frustrating.
Legally, the developer is considered the sole responsible party for after-sales services. National regulations clearly state that the developer is ultimately accountable for the quality of the finished home, including any post-sale issues. Zhang Chunyun, General Manager of Dongyi Risheng Precision Tooling Division, emphasized that homeowners should always contact the developer first, as it’s the only legally protected channel.
Another issue is the lack of mandatory standards for quality testing in hardcover homes. Professionals interviewed by reporters highlighted this gap, noting that without clear legal benchmarks, both developers and contractors struggle with consistent quality control. This also leaves homeowners without strong legal support when disputes arise.
Finally, cost control plays a significant role in the decline of after-sales service quality. Developers often push for lower costs, which can lead to lower-quality work and more complaints. As a result, developers may penalize or reduce contracts with construction companies, leading some businesses to avoid finishing projects altogether. Large, well-known renovation companies, in particular, tend to steer clear of such jobs due to the high risk and low return, further limiting options for homeowners seeking reliable after-sales support.
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