On the 11th, the reporter learned from the Shanghai Consumer Protection Committee that it disclosed ten typical problems of consumer complaints in 2020, including social hot issues such as home appliance repair, low-price trap and live broadcast.
First, unscrupulous merchants counterfeit home appliance brand official website, and consumers are charged high maintenance fees.
Consumers are generally used to inquiring about the maintenance telephone number and official website of brand household appliances on the Internet, but it is easy to find some fake brand official website whose domain name and brand name are very similar in online search. Once you call the page to ask for home maintenance, you will be charged a high maintenance fee.
Shanghai Consumer Protection Committee:Relevant Internet companies, especially online platforms, should strengthen the audit of the promoted projects, strictly implement the main responsibility of enterprises, and actively explore the fair mechanism of replacing bidding ranking with integrity. At the same time, consumers are also reminded: First, check whether the website is publicized by ICP, and check the relevant ICP filing information through the Ministry of Industry and Information Technology to identify whether it is a regular website; Second, when inquiring about home appliance repair enterprises, you can log in to the column of "Consumer Protection Committee Helps You" in "www.315.sh.cn" of Consumer Protection Committee in official website; The third is to verify the identity information of on-site service personnel before maintenance, and clarify the specific charging items and service standards; After maintenance, ask for documents and formal invoices in time.
Second, the low-cost experience is tempted to enter the game, and consumers encounter many routines.
Some merchants sell and display related services to consumers on short video platforms by making exquisite videos, and attract consumers at low prices. Once the consumer contacts the merchant, the other party first asks the consumer to pay a very low price, then increases the price layer by layer, and finally charges the consumer a high fee. This kind of low-cost experience routine is more prominent in many service fields such as photography and moving.
Shanghai Consumer Protection Committee:business operatorOperate in good faith according to law, abide by business ethics and assume social responsibilities;Related industriesStrengthen self-regulation and self-restraint, and work hard for the long-term stable and sustainable development of the industry;Related short video platformStrictly review the advertisements in the businesses, and set up convenient consumer feedback channels to regularly clean up illegal businesses. At the same time, it also reminds consumers to keep a clear head about low-price sales, rationally consume according to their own consumption power, and timely report to the Consumer Protection Committee or the administrative department about the situation of merchants’ induced and routine consumption afterwards.
Third, the live broadcast of goods is mixed, and the norms are strengthened first to help consumers protect.
Nowadays, live broadcast with goods is very common, and low price has become the biggest selling point to attract consumers in live broadcast rooms. The live broadcast of goods is mixed, and cheap and good quality is also likely to be a gimmick.
Shanghai Consumer Protection Committee:Remind consumers: First, choose a platform with large scale and high credibility, and carefully check the publicity information of merchants who have settled in the platform as sellers; Second, don’t blindly believe the anchor’s propaganda commitment, avoid impulsive consumption, and raise doubts in the live broadcast room in time; The third is to take screenshots in time to save business publicity information, publicity promises, chat records, shopping records, etc., and complain to relevant departments or consumer protection committees in a timely manner when problems arise.
Fourth, the express terminal delivery service is not standardized, and there are shortcomings in the management of franchise mode.
In 2020, Shanghai Consumer Protection Committee accepted a total of 475 complaints from Shanghai Yunda Freight Co., Ltd., and a large number of consumer conflicts focused on the delivery service at the end of the franchise point, involving the loss of express delivery without the consent of consumers, and the abandonment of express delivery at the door without the consent of consumers. Individual consumers reported that they were also abused by company staff during the communication process.
Shanghai Consumer Protection Committee:The "Provisional Regulations on Express Delivery" clearly stipulates: "An enterprise engaged in express delivery business shall deliver the express mail to the agreed address, the recipient or the agent designated by the recipient, and inform the recipient or the agent to accept it in person. The recipient or agent has the right to face-to-face acceptance. " Here, Shanghai Consumer Protection Committee urges express delivery companies to take practical and effective measures to fulfill express delivery service contracts according to law. At the same time, it also reminds consumers to complain to the postal department or the Consumer Protection Committee in time when they encounter related problems, and work together to build an orderly and worry-free express consumption environment.
Five, hotel accommodation, entertainment tickets are pre-sold at low prices, and it is difficult for consumers to make an appointment and refund.
Nowadays, many enterprises sell hotel accommodation or entertainment ticketing products at low prices through WeChat WeChat official account and mobile App. After purchasing, consumers need to make an appointment in advance to use them. However, some consumers will encounter repeated unsuccessful appointments and blocked applications for refunds.
Shanghai Consumer Protection Committee:Protecting consumers’ right to know and choose is very important for pre-sale products. It is suggested that relevant enterprises: First, clearly inform consumers of the sales quantity of products, the actual number of available reservations, the reservation dynamics and other information to protect consumers’ right to know, choose and fair trade; The second is to change the service rules and terms to protect consumers’ reasonable right to refund.
Sixth, gyms rely on empty promises to sell cards, and it is difficult for consumers to defend their rights.
In recent years, some fitness companies promised consumers that the swimming pool will be opened soon when they sold their cards in the early stage, but refused to cash them afterwards. Even promised consumers a refund, and then "disappeared", it is very difficult for consumers to defend their rights.
Shanghai Consumer Protection Committee:The Shanghai Consumer Protection Committee, together with the Municipal Market Supervision Bureau, the Municipal Sports Bureau and the Municipal Fitness Association, jointly formulated the "Shanghai Sports Fitness Industry Member Service Model Contract (2021 Edition)", set a "seven-day cooling-off period", clarified the situation of card withdrawal (refund), and made detailed provisions on the liability for breach of contract and the termination of the contract.
Seven, the abnormal operation of long-term rental apartments triggered a chain reaction, and consumers were trapped in multilateral disputes.
On the one hand, some long-term rental apartment operators will allow consumers to apply for loans, but they will not pay the prepaid rent to the landlord at one time. Once the capital chain breaks, consumers will face problems such as no room to live in, difficult to return the rent deposit and still have to repay the loan. On the other hand, the landlord will also ask the tenant to move out because he can’t receive the rent, which will lead to multiple contradictions.
Shanghai Consumer Protection Committee:On February 4th, 2021, ten departments, including Shanghai Municipal Commission of Housing and Urban-Rural Development, Municipal Market Supervision Bureau and Municipal Housing Management Bureau, issued the Implementation Opinions on Further Rectifying and Regulating the Order of Housing Leasing Market in this Municipality, which stipulated that "the lessee shall not be forced or induced to pay rent for more than three months at a time in the name of rent concessions", "housing leasing institutions shall open fund supervision accounts", "verification of housing information" and "real name information card system for employees" to further rectify the order of housing leasing market.
Eight, parents do not know that minors recharge online games and ask for a refund.
In 2020, affected by the epidemic in COVID-19, many children "stayed at home" for online classes, and minors recharged online games without their parents’ knowledge. Some minors even recharged as much as 100,000 yuan. When parents asked online game companies for a refund, they were often rejected by online game companies on the grounds of insufficient evidence.
Shanghai Consumer Protection Committee:It is suggested that relevant game companies should fulfill their social responsibilities and pay attention to the protection and care of minors; For some games suitable for young children, set relevant trading limits, strictly control game time, implement security verification, etc., and effectively strengthen front-end control. At the same time, parents are also reminded to fulfill their guardianship responsibilities, strengthen education and guidance on the healthy and rational use of online games by minors, manage mobile phone fingerprints and passwords, open SMS reminders, turn off small amounts of confidentiality, and reduce the possibility of minors recharging themselves.
Nine, the purchased products can appreciate, and be wary of the "sales routine" of merchants.
Some merchants will market ordinary handicrafts through "reservation" and "lottery", and even put forward the concept that products have "collectible value", and further attract consumers to place orders through gimmicks such as "preserving value" and "increasing value" to create an effect of "buying and earning". However, the physical object is not consistent with the promotion of the merchants, and even the merchants refuse to deliver the goods and delay the delivery.
Shanghai Consumer Protection Committee:Consumers should be extra cautious when choosing collectibles, and consume rationally in combination with demand. In case of pre-sale of products by merchants through WeChat WeChat official account, consumers should also pay more attention, carefully verify and check the registration information of merchants, and keep relevant service commitments, so as to find out the subject, keep evidence and facilitate rights protection.
Ten, the second-hand car platform is lazy to take responsibility, and it is easy for consumers to buy a car with loans, but it is difficult to lift the mortgage.
Some second-hand car trading platforms not only profit from the second-hand car trading, but also profit from it by providing loan channel business to consumers. In the process of handling loans, consumers are usually unfamiliar with the company that actually provides loans, and there is no way to directly contact or find the lending company. In this "back-to-back" situation, consumers will encounter many difficulties in canceling the mortgage.
Shanghai Consumer Protection Committee:Urge relevant platforms: First, abide by the principle of operating in good faith and in accordance with the law, earnestly assume due main responsibilities, and actively cooperate with consumers to handle procedures such as mortgage cancellation; Second, before signing a contract with consumers, consumers should be clearly and conspicuously informed of relevant rights and obligations and important information, especially the loan provider and the methods and procedures for handling the mortgage procedures, so as to fully protect consumers’ right to know and choose; At the same time, the Municipal Consumer Protection Committee also reminds consumers to be extra cautious when buying used cars through online loans. Be sure to understand the details and the contract rules before paying, and save the electronic contract in time to protect their rights. (CCTV reporter Wang Dianjia)
