Exclusive interview with Secretary-General Pan Wei of the China Commercial Federation Laundry and Dyeing Committee on the "Fornet Incident"
Release Time:
2011-12-05 13:23
Source:
China Laundry Information Center
Recently, a news story titled "Fortnite Laundry Shop Exposed for Operational Chaos" has been going viral online. Fortnite, a leading brand known for professional laundry services, was reported by an undercover journalist for irregular operations, substituting water washing for dry cleaning, using unqualified detergents, and other unsavory practices. Regarding this incident, a reporter from China Laundry Network conducted an exclusive interview with Secretary-General Pan Wei of the China Commercial Federation's Laundry Professional Committee. Secretary-General Pan provided a professional and comprehensive analysis of the incident. The following is the interview content:
Reporter:
Hello Secretary-General Pan, I believe you have been closely following the Fortnite incident these days. Could you briefly introduce the process of this incident to us?
Secretary-General Pan:
Okay. Our association noticed this news around November 28th. An online news titled "Fortnite Laundry Shop Exposed for Operational Chaos: Water Washing Posing as Dry Cleaning" reported that a media journalist "joined" several chain stores of Beijing Fortnite Laundry and discovered violations in multiple stores, such as clothes that should be dry cleaned being put into water washing machines; mixing of men's and women's underwear and socks; customers' shoes losing color during washing and the laundry shop covering it up by applying color protectant; and some Fortnite stores using unregulated detergents. This news caused a huge stir, with social discussions escalating. Fortnite headquarters responded promptly, issuing a public apology the next day and expressing regret for the negative social impact caused by the incident.
Reporter:
What is your view on the issues reported by the undercover journalist in this news?
Secretary-General Pan:
We believe the issues raised by the journalist reflect the concerns of the public. Regarding the report, Fortnite headquarters has clearly stated that the store indeed had serious irregular operations, such as piling clothes on the floor and using unregulated detergents. The headquarters has terminated the contract with the store accordingly. However, due to the journalist's limited understanding of our industry, some of the exposed content was indeed misunderstandings, such as substituting water washing for dry cleaning because water washing costs less.
Reporter:
According to the reporter's understanding, most people believe dry cleaning is more upscale than water washing, that ordinary people can do water washing at home, and that water washing costs less, so laundry shops might "cut corners" on this issue.
Secretary-General Pan:
On this point, I would like to correct your previous statement. Regarding dry cleaning and water washing themselves, there is no such thing as one being more upscale. It is more accurate to say that the application of the two washing methods should be distinguished based on the fabric itself, only which is more suitable. I have explained this many times in different occasions. Most fabrics are suitable for water washing, and in fact, water washing is more complex than dry cleaning and not necessarily cheaper; of course, excluding irregular laundry shops that lack dry cleaning conditions. Many laundry shops have qualified dry cleaning machines, but owners worry that employees might substitute dry cleaning for water washing to save effort, as dry cleaning only requires running machines, while water washing requires a lot of manual labor. Also, laundry shop water washing differs greatly from home water washing. Generally, laundry shops are more professional and experienced, and professional water washing is better than typical home washing. Some larger or heavier textiles are difficult to clean at home. Meanwhile, socializing housework is also a sign of improved quality of life.
The incident mentioned in the report where a down jacket labeled for dry cleaning was water washed by staff was a misunderstanding caused by the journalist's lack of professional knowledge. We laundry professionals all know that 90% of down jackets require water washing because of their insulation and prevention of down leakage. Most down jacket fabrics have coating treatments. These coatings tend to peel off after dry cleaning.
I would also like to emphasize one point: some clothing labels for washing instructions are very irregular and often mislead consumers and even laundry shops.
Reporter:
What is the reason behind the "high price" of laundry reported in the news?
Secretary-General Pan:
The report of laundry prices being tripled is a misunderstanding by the journalist. The "high price" laundry price the journalist learned about was set by hotels for their guests. Everyone knows that many hotel service prices are far above market prices and are not the laundry shop's market prices. Laundry shops only provide services for hotels.
Our association has been conducting laundry price surveys and publishing results every six months since this year. Everyone can visit our China Laundry Network to check.
Reporter:
How does Fortnite headquarters manage stores such as the Chaonei Street store involved in this incident? What are the reasons for these violations in individual stores?
Secretary-General Pan:
The three stores involved in this incident are all franchise stores. According to later reports, Fortnite headquarters found that only one store had serious violations. However, this incident exposed some issues in Fortnite headquarters' management of franchise stores, which should be promptly improved and strengthened. At the same time, we must admit that under the current franchise and legal environment in China, headquarters indeed faces some challenges in managing franchise stores. But given time, China's franchising development should have a better future.
Reporter:
As an industry association, what is your view on Fortnite's crisis management regarding this incident?
Secretary-General Pan:
Fortnite, as a large laundry chain enterprise, has a good reputation in China's laundry industry and society. It is a typical representative of excellent brands in the industry and has played a good leading role in the standardized and healthy development of the industry. We highly recognize Fortnite headquarters' handling and attitude toward this crisis. For enterprises, integrity is the most important. Problems must be solved promptly. The incident broke on November 28, and by early morning on the 29th, Fortnite headquarters publicly apologized in the media. This showed the public and the association that Fortnite headquarters takes this matter seriously. Such crisis management is sincere and reflects the Fortnite management team's determination to adhere to integrity and standardized development.
Reporter:
As a leader of the China Laundry Industry Association, what are your prospects for the industry's development?
Secretary-General Pan:
The social and media attention to the laundry industry proves the importance of the laundry industry to consumers. The widespread attention and strong reactions in national media to the irregular business practices of individual Funait stores also indicate a high level of public awareness and expectations for the Funait brand. We believe that after this incident, the company will reestablish a good brand image in its future development. At the same time, this incident serves as a warning to other laundry companies, helping them improve their operational compliance and positively contributing to the long-term healthy development of the entire laundry industry.
As an industry association, we will continue to do our utmost to promote the healthy development of the industry, actively cooperate with government departments to strengthen industry regulation, and also welcome media and all sectors of society to supervise our laundry and dyeing industry. We are willing to cooperate with the media to provide in-depth and objective explanations on laundry service issues that the public may not fully understand.
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