There is a lot of fire in VR. I don't need to say more. In the situation of the second Chinese yuan in the 2016 China Joy scene, VR has just killed a bloody road. It is not easy, which proves that VR is attracting. More and more people's eyes. VR's fire tropics has moved more and more peripheral industries, but because the application scene is too wide, sometimes it is not a VR controller that can take care of it. At this time, some exclusive VRs are needed. Set up to assist the work, so that the user's virtual reality experience is more realistic. The VR peripheral products range from bicycles, skateboards, and sleds to airplanes, tanks, and cars.
The VR experience has only entered the mass market in less than two years. From the end of 2014 to the present, VR knowledge popularization equipment is well-deserved as an egg chair. Companies like 玖, 客客, 眼界, and super captain rely on this VR explosion. The equipment caught the first bucket of gold. According to relevant information, in the year of 2015, the revenue from selling VR equipment was nearly 1.6 billion, and there were 20 million VR game usage shares; the super captain earned tens of millions of dollars last year.
But behind the seemingly prosperous, many shopkeepers are suffering.
As the entire VR industry has just emerged, there is no technical standard and product quality recognition system. At present, it has not been incorporated into the supervision of the national department. VR equipment does not need to be tested and tested by the national supervision department, and the production and sales of major VR peripherals. They are all in a chaotic state. As a result, VR peripherals that are sold out are generally unstable, and occasionally shut down. During the field trip, Xiaobian often found that many VR devices in the experience store could not be used normally. Therefore, the experience store had to purchase two identical devices and back them up to prevent accidents. A situation like this is very common. After communicating with the clerk, Xiaobian learned that the offline experience store that purchased the VR peripherals is difficult to get the after-sales service and technical support from the manufacturer in case of product failure. The reason is also very well understood. The experience stores all over the country mean that the manufacturer has a huge after-sales maintenance network support system to do the service well, and the VR peripherals are some steel machines, which are bulky and heavy, and it is difficult to move the transportation. .
Let us examine the current status of after-sales service of mainstream VR peripheral companies today.
Leke VR
Xiao Bian can't find any after-sales service introduction on the new website that just went online. The basic content of the website is all about introducing its products. Later, after several searches, Xiaobian found a name called “Leike VR Marketing Departmentâ€. "The website, which introduces the after-sales service of Leke, is simply summarized as:
1. Home delivery, but not handling
2. Mainly by telephone to solve customer problems, the phone can not solve the problem.
3. One-year warranty, no charge during the warranty period. If the warranty period expires, the headquarters engineer will go to the door for maintenance. The transportation and accommodation expenses incurred during the maintenance process will be borne by the customer (the door-to-door cost after one year is a bit expensive~)
4. Simple hardware failures can be purchased locally and replaced, and then the defective parts can be mailed back to the musicians, and the hardware can be reissued or compensated for the credits of the musicians (the small series thinks that this implementation is very difficult~)
The website says 7*14 hours of telephone service, but the working time is 9:30-22:00. This is a bit strange. Xiaobian feels that his IQ is not enough.
The warranty for each component is as follows:
In view of the too small content on the website, Xiao Bian specially called the consultation and asked the after-sales service for after-sales service. However, the phone was dialed several times before being answered, and since there was no purchase of equipment, the customer service at the telephone did not introduce the after-sales service to me, only to inform the product. The possibility of failure is very low, no need to worry, give up~
Awkward VR
As the leading brand of egg chairs in China, 玖 is regarded as a VR peripheral provider with a large market share. After entering the official website, Xiaobian was suddenly crushed by a galloping van.
Then, the consultation dialog box that pops up next to the page has caused two damages to the small series. After clicking close, forcibly jump to the consultation and purchase page, which is very uncomfortable for this~
After entering the service support channel, there are many service channels, such as online consultation, telephone service, mail service, etc. However, clicking any icon directly jumps to the message board, and feels the deep malicious Xiaobian directly closes his webpage~ Can't believe that it can bring good after-sales service to customers~
Super captain
The super captain is a comprehensive VR brand operator with a fast development speed. Recently, it opened a flagship store in Shanghai, which is full of weights. Just like its products, the official website is also very thoughtful. However, in the same situation as the musicians, Xiaobian did not see any post-sales introduction on the super captain's official website. Only the product page wrote the four characters of the national warranty. Xiaobian tried to contact customer service online, and soon got a reply, the response speed is relatively fast, this is quite satisfactory.
According to the staff:
1. One year warranty
2. Software problems, telephone guidance
3. Hardware problems, express mail repair and replacement
4. Can't solve the home repair, if it is caused by the product itself, the toll manufacturer bears
The super captain has set up maintenance personnel in five areas of the country, so the timeliness should still be acceptable.
Although it has not been experienced yet, it gives people a feeling more reliable than the first two.
Let’s take a look at the ODT products that are currently favored on the market. Fans call them “VR treadmillsâ€.
Omni in the United States and KAT in China are currently the most mature ODT products in the world, and are the two most popular VR treadmills in the world.
Omni
Omni is currently setting up Wei Te Technology (Zhuhai) Co., Ltd. in Zhuhai, and at the same time looking for Shiyu Technology as the general agent in China. It is said that the order quantity has been hundreds, let us see how his warranty service is.
However, it is obvious that Omni does not have a Chinese official website. Only the official article on the official website of Shiyu Technology can see the corresponding article. Shiyu Technology is the leading enterprise in China's amusement and amusement equipment. However, its website style feels behind a whole century, and the picture and text are hard to accept. Xiaobian is shocked. .
There is no reliable feeling at all. The latest updated after-sales program is still in 12 years. After three years, there is only one report on the official website. The only report is the US Omni VR treadmill represented by Shiyu Technology. If I It is the boss of Omni, I may have been crying in the toilet.
The service mode of the customer service center in the mall still stays in the QQ service. The complaint phone is actually a mobile phone number, and the Xiaobian dialed three times and no one answered, which is really unsatisfactory.
Holding the attitude of trying to see, Xiaobian contacted the sales staff of Omni. The salesperson dictated the warranty for one year and could provide on-site service, but the customer was required to take the accommodation (it was also drunk when taking the accommodation)... Other services Basically, I didn't mention it. Seeing that I didn't seem to want to buy equipment, I hurriedly ended the call.
Omni's products are good, Xiaobian does not comment for a while, but after commissioning Shiyu to do after-sales, Xiaobian feels very bad.
KAT
KAT VR full name Hangzhou Virtual Technology Co., Ltd., is a proud VR peripheral company, the main product is the more popular VR treadmill products, different from Omni, KAT VR treadmill less restraint, modeling More science fiction.
Entering the KAT VR official website, compared with the previous products, it can really be said that it is bright.
The website clearly lists the instructions and common faults of each product, and there are self-service video, service policy and warranty commitments are also publicly displayed. It seems to be more reassuring, summing up the KAT warranty:
1. The product's overall one-year warranty
2. The main components of the product support two free on-site services, and more than two can be mailed and replaced (feeling this is the normal service)
3. Free home installation, but does not include handling
4. Service mode is 7*12 hours of 400 hotline service, WeChat service, mail service and self-service
Xiaobian dialed the service hotline and WeChat consultation, and both picked up and started the service relatively quickly. I have to boast that such a process and regulatory service is a qualified and reassuring service.
In view of the current high price of VR equipment, the importance of after-sales service can be described as a “top priority†for small and medium-sized VR experience store owners. In summary, we should be able to clearly see the existence of different companies and different products after sale. The difference, Xiaobian personally agrees with the super captain and KATVR's service model, hoping to help you before purchasing.
Finally, let's say good news: In 2016, VR hardware sales will increase greatly in the world. IDC predicts that VR hardware sales will reach 9.6 million in 2016 and double in 2017. You can imagine that China will become an important force in the development of VR, not only in the production and manufacturing of hardware, but also in terms of VR consumption.
As consumers continue to dig into the VR industry, the era of wild growth of VR hardware peripherals will end. The chaotic industry will be gradually shuffled through regulatory norms, and after the shuffling, VR peripheral companies that are truly compliant and create value for users will undoubtedly usher in development opportunities.
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