[Explanation] During the epidemic prevention period, consumers set off a "home economy" trend at home. In this context, online games have become the entertainment choice of many consumers, and consumer disputes over some paid online games have gradually become prominent. The Chinese Consumers Association pointed out that online game operators must ensure that the actual effects of game products are consistent with publicity, and must not falsely promote or mislead consumers.
[Concurrent] Chen Jian, Director of Complaints Department, China Consumers Association
The second paragraph of Article 23 of the Consumer Rights Protection Law stipulates that if the operator indicates the quality of the goods or services through advertising, product descriptions, physical samples, or other means, he should guarantee the quality of the goods or services provided. The actual quality of the goods or services corresponds to the indicated quality conditions. In other words, if the online game operator uses text and video to publicize the characters, props, and some of his special effects, it should be consistent with the actual situation of the game products purchased by consumers.
[Explanation] In addition to the actual effect of the game is not consistent with the publicity, the use of unfair regulations to protect operators from liability, consumer choice, property rights, and other related online game consumer disputes are increasing.
[Concurrent] Chen Jian, Director of Complaints Department, China Consumers Association
Some online game operators have posted a statement that the final effect is in-game in the video of the online game product. This allegedly uses unfair regulations to infringe on the legitimate rights and interests of consumers. Some consumers have reported that online game operators have, without their consent, arbitrarily changed the character shapes, game props, and related functional special effects in the name of game product optimization and upgrade. This practice actually deprives consumers of their options, fair trading rights and claims.
[Explanation] The relevant staff of the China Consumers Association said that the above actions of the game operators violated the relevant provisions of the "Consumer Rights Protection Law" and infringed on the legitimate rights and interests of consumers. In this regard, the Chinese Consumers Association hopes that online game operators strictly abide by legal requirements, effectively protect the legitimate rights and interests of consumers, and put forward the following requirements:
[Concurrent] Chen Jian, Director of Complaints Department, China Consumers Association
We hope that the first is that online game operators should be honest and trustworthy, and refuse false propaganda. The text, video and other promotional materials of online game products shall comply with relevant laws and regulations, such as the Consumer Protection Law, the Contract Law, and the Electronic Commerce Law, to ensure that the actual effects of game products are consistent with publicity. The second is to respect the rights and interests of consumers and improve the awareness and level of protection. Operators of online games should respect the rights of consumers, optimize and upgrade paid products in games, and obtain the consent of consumers to clearly inform them of the differences between new and old products after the upgrade. Provide consumers with different options for whether or not to upgrade, respecting their choice. The third is to strengthen self-inspection and self-discipline and delete unfair regulations. The fourth is to attach importance to consumer demands and properly resolve consumer disputes.
Liu Xuanting reports from Beijing
Editor-in-chief: [Lu Yan]