China News Service, August 5 According to news from the China Consumers Association website, the China Consumers Association released on the 5th an analysis of the complaints received by the National Consumers Association in the first half of 2020. Among commodity complaints, the top five complaints were: food, medical equipment, automobiles and parts, clothing, and communication products. Compared with the first half of 2019, due to the impact of the epidemic, medical device complaints increased by about 40 times.
According to statistics on complaints received by the National Consumers' Association, in the first half of 2020, the National Consumers' Association accepted 561,522 consumer complaints and resolved 437,988, with a complaint resolution rate of 78%, saving consumers 797.93 million yuan in economic losses. Among them, there were 1,403 complaints about double compensation due to fraud by the operator, and the double compensation amount was 4.15 million yuan. Consumer associations at all levels received more than 650,000 visits and consultations from consumers.
According to the nature of complaints (as shown in Figure 1), among all complaints, 155,004 after-sales service complaints, accounting for 27.6% of the total complaints, 140,182 contract complaints, accounting for 25.0% of the total complaints, and 119,068 quality complaints. 21.2%, 57,952 price complaints, accounting for 10.3%, 26,065 false publicity complaints, accounting for 4.6%, 18,412 safety complaints, accounting for 3.3%, 7,266 counterfeiting complaints, accounting for 1.3%, and dignity complaints 6,001 Cases, accounting for 1.1%, 4,390 measurement complaints, accounting for 0.8%, and 27,182 other complaints, accounting for 4.8%. After-sales service issues, contract issues and product quality issues are still the main causes of complaints, accounting for more than 70% of the total number of complaints.
Figure 1: Proportion of classification according to the nature of complaints
Compared with the same period in 2019, although after-sales service ranks first, its proportion has declined, from 30.5% to 27.6%. Contract complaints accounted for 25.0%, exceeding quality complaints by 21.2%, ranking second. The price category ranked fourth for the first time in recent years, and false publicity ranked fifth.
In the first half of 2020, the National Consumers Association accepted 247,796 complaints about commodities, of which 48,291 were household electronics and electrical appliances (Figure 2), accounting for 19.5% of the total number of complaints about commodities, ranking first in commodity complaints. There were a total of 40,870 daily-use commodity complaints, accounting for 16.5% of the total commodity complaints, ranking second in commodity complaints. The number of complaints about food, medicine and medical supplies, and clothing and footwear ranks third to fifth respectively.
Figure 2: Complaint volume diagram of major categories of commodities (unit: piece)
In the first half of 2020, the National Consumers Association accepted 288,797 service-related complaints. Among service-related complaints (see Figure 3), there were 79,890 complaints about life and social services, accounting for 27.7% of the total service-related complaints, ranking it among service-related complaints. Complaints first. There were 50,485 Internet service complaints, accounting for 17.5% of service complaints, ranking second. There were 38,188 sales service complaints, accounting for 13.2% of service complaints, ranking third. Education and training services and public facilities services ranked fourth and fifth.
Figure 3: Complaint volume diagram of service categories (unit: piece)
In the first half of 2020, the National Consumers Association accepted 247,796 complaints about commodities, accounting for 44.1% of the total complaints, and 288,797 complaints about services, accounting for 51.4% of the total complaints. There were 24,929 complaints about other goods and services, accounting for 4.5% of the total number of complaints.
As shown in Figure 4, among commodity complaints, the top five complaints are: food, medical equipment, automobiles and parts, clothing, and communication products. Compared with the first half of 2019, among the top ten categories, medical equipment, food, sanitation and cleaning supplies, houses, and furniture increased more year-on-year. It is worth noting that due to the impact of the first half of the epidemic, medical device complaints An increase of about 40 times, related sanitation and cleaning products entered the top ten commodity complaints for the first time, ranking tenth.
Figure 4: Complaint volume diagram of major categories of commodities (unit: piece)
As shown in Figure 5, among service complaints, the top five complaints are: business Internet services, catering services, remote shopping, transportation, and network access services. The overall change in service complaints was large. Due to the epidemic, service complaints in the first half of the year were mainly concentrated on online games, ticket cancellations, and banquet cancellations. Therefore, operational Internet services, catering services, and transportation accounted for the largest One, second and fourth place.
Figure 5: Complaint volume diagram of service categories (unit: piece)
The price and quality of epidemic prevention supplies become the focus of complaints
During the epidemic, sanitary and cleaning supplies and medical equipment became rigid and demanded. Some operators took the opportunity to drive up commodity prices and shoddy goods, which seriously disrupted market order and became the focus of consumer public opinion and complaints. Among them, medical device complaints surged by 3948.1% year-on-year, and hygiene and cleaning products increased by 147.4% year-on-year. The main problems reflected in consumer complaints are as follows: First, some illegal businesses are driving up prices, and even the same batch of products have continuously increased prices in a short period of time. The second is false propaganda by businesses, using epidemic prevention as a gimmick, exaggerating or falsely propagating the protective effect of ordinary masks, or using ordinary disposable masks as medical masks. Third, the quality of anti-epidemic products is uneven, and some operators are shoddy and sell fake and three-no products. The fourth is the issue of overtime delivery. On the one hand, due to the epidemic, express delivery has not fully resumed operations, resulting in slow delivery by merchants. On the other hand, some merchants have maliciously cut orders.
Concentration of disputes over contract cancellation for catering, air tickets, and travel
Due to the impact of the epidemic, consumers canceled dining and travel plans, and complaints about transportation, tourism, and catering services increased significantly, with a year-on-year increase of 519.4%, 210.9%, and 172.5% respectively. In transportation services, air ticket complaints are more prominent. The main problems complained by consumers are: first, consumers are forced to unsubscribe due to the impact of the epidemic, merchants do not refund in full, and even charge high handling fees; second, airlines and travel agencies have insufficient customer service capabilities and delayed answering, and platforms Short-term refund orders are too concentrated and cannot be processed in time; third, some operators deliberately delay the refund progress, consumers have repeatedly asked, but the operators still delay the time; fourth, foreign airlines' refund and modification policies have changed from refunds to refund vouchers , Even refused to refund the ticket.
Online shopping complaints are frequent
During the epidemic, online shopping has brought convenience to consumption and is favored by consumers, but it has also caused more consumption disputes. The main problems of online shopping complaints are: First, the quality of online shopping products is inferior and there are hidden safety risks. If the egg beater purchased online has leakage phenomenon, it is a three-no product. The second is the frequent occurrence of contract breaches. If the product is inconsistent with the publicity and promise, the product is lacking and cannot be delivered on time, the operator unilaterally cuts the order, etc. The third is that the online customer service of the platform cannot follow up and deal with it in time, especially the traditional offline supermarket APP, the online and offline are disconnected, and the operation preparation and management are insufficient. Fourth, the distribution is not standardized. Some without the consumer's consent, directly put the items in the pick-up point or express cabinet. Fifth, during the epidemic, some “contactless distribution” caused the deterioration of fresh food and takeaway due to lack of insulation measures.
Courier cabinet service issues arouse concern
Recently, the issue of express cabinet charges has aroused widespread public concern. The main problems of express cabinet service complaints are: First, some couriers put the express in the express cabinet without asking for the consent of consumers. Second, some companies have problems with poor attitudes and untimely feedback. Third, the security of the pickup code of the express cabinet is in doubt. The items stored in the express cabinet were taken away or lost by others. Fourth, the express cabinet malfunctioned and consumers could not receive the pickup code, resulting in the package being unable to be taken out or repeated charges. Fifth, the express cabinet charges are high, and some have outdated charges that are not capped.
Increased dissatisfaction in the housing rental sector
The prevention and control measures during the epidemic affected the normal performance of some housing lease contracts, leading to disputes between the lessor and the lessee. The main issues complained by consumers are: First, housing leasing agencies borrowed from the epidemic to increase rents. During the epidemic, it was inconvenient for consumers to find new houses and they were forced to accept lease renewals; second, operators forced consumers to move away before the contract expired. , But there is no explanation for the cancellation of rent and refund; third, the operator still charges the service fee if the rental house cannot be accommodated during the epidemic; fourth, the landlord complained that the intermediary company maliciously refused to give or lowered the rent during the epidemic, but the lessee did not get it Offers.
Online video and online game complaints rise
In the “home” economy, online video and online games have become an important part of online consumption, and consumer-related complaints have also increased. The main problems are: First, the description of the rights and interests of video members is inaccurate. And the cancellation process is complicated; second, it is difficult to supervise the live streaming. Consumers reported that some live broadcast platforms and anchor team staff are suspected of pretending to be fans to "encourage" tourists to "reward" the anchor. Reward situation; third is the problem of online games, such as the unfair format clauses in the service agreement, product promotion and the actual effect in the game, failure to implement restrictions on minors login, recharge and other restrictions, and it is difficult for minors to recharge large amounts of money. The actual probability of game product lottery is unknown, and some game companies and smart phone companies prevaricate each other to harm consumers' rights and interests.
Frequent chaos in online training services
Affected by the epidemic, complaints about education and training have increased. Among them, in terms of online training, the main complaints from consumers are: First, some training institutions have pre-sale false propaganda and false promises. Such as falsely claiming to cooperate in running schools, false promises of guarantee, and falsifying the qualifications of trainees to participate in the examination registration. The second is to exclude consumer rights, increase consumer responsibilities, or exempt them from their own responsibilities in training agreements. For example, it is stipulated that "If the candidate does not fill in the personal information correctly, the training organization has the right to refuse to refund or repair", "The right to temporarily or permanently modify or terminate this service (or any part of it) at any time, regardless of whether it is notified or not", Some clauses that have major interests with consumers are not clearly reminded, and the relevant clauses are used as the excuse for exemption in disputes. Third, some training institutions induce consumers to apply for loans to pay for training expenses. When consumers request refunds due to training quality problems, they delay or refuse for various reasons. Consumers still have to repay the loans, and the interest is high.
Live e-commerce shopping urgently needs to be regulated
Recently, the popularity of live e-commerce shopping derived from the live broadcast of Internet celebrities has increased sharply, which has also caused many consumer disputes. The main problems that consumers report on live e-commerce shopping are: First, the anchor is suspected of exaggerating or false propaganda, such as using extreme words such as "most" and "exclusive". The second is that the quality of the products is not good enough, and some products are even non-standard. Third, there is a link of unknown source suspected of fraud in the live broadcast room, and consumers are defrauded after clicking. Fourth, the anchor induces consumers to a third-party trading platform, which has poor credit qualifications. Fifth, some products are not guaranteed after-sales service.
Network broadband quality is worrying
During the epidemic, the public mainly communicated with the outside world through the Internet, and the demand for network broadband was large. The main complaints from consumers were: First, the network speed was slow, and the actual network speed did not match the bandwidth package handled; Second, the repair was not timely after consumers reported repairs. , The recovery time is long; third, the network is unstable, and the network drops frequently during peak hours.
Home appliances after-sales service still needs to be improved
There are many complaints about household appliances, and after-sales service problems are prominent. The main problems reported by consumers are as follows: First, there are problems with product quality. Merchants and manufacturers push three blocks and four blocks and fail to fulfill the three guarantees obligations. Second, the attitude of the after-sales service personnel is not good, and the maintenance quality level is not high. The third is to overhaul minor illnesses of after-sales personnel to replace them. Fourth, the problem of fake official "black maintenance" still exists.
There are many car consumption problems and it is difficult to protect rights
The main problems complained by consumers are: First, the quality of the family car, such as brake failure, paint peeling off, and motor controller failure during driving. The second is after-sales service issues, such as failures in the car that cannot be repaired at one time, delayed performance, or failure to perform after-sales service commitments. Third, operators and consumers have greater disputes over the quality of vehicles, and it is difficult to provide evidence and protect their rights. Fourth, the problems of new energy vehicles are beginning to become prominent, such as battery failure, attenuation, reduced cruising range, some new energy vehicle companies' after-sales service cannot keep up, and even bankruptcy. Fifth, during the sales process of second-hand cars, the sales information does not match the actual situation, and the quality problems of the cars after the transaction.
Difficult to return after TV shopping
Currently, complaints about TV shopping mostly come from elderly consumers. Elderly consumers have limited shopping channels, lack of new knowledge, pay more attention to health, and have a little savings on hand, and most of them believe that TV stations are authoritative media and trust their propaganda. However, various problems are often found after shopping, and they face difficulties in protecting their rights. The main problems in TV shopping are: first, some TV stations use brainwashing propaganda to exaggerate the performance and efficacy of products to induce consumers; second, the products received by consumers are not the same products advertised on TV; third, products Without the name and address of the factory, the operator cannot be contacted if there is a problem, and it is difficult for consumers to return the product; fourth, the advertising operator and the advertising publisher have not fulfilled their audit obligations and published advertisements in violation of regulations.
Prepaid consumer group complaints are difficult to solve
Affected by the epidemic, some businesses were unable to operate normally, or even closed down and ran away, resulting in a significant year-on-year increase in complaints about store sales. In terms of prepaid consumption, the main complaints from consumers are as follows: First, due to the impact of the epidemic, some businesses have closed and ran away, and consumers’ prepaid payments cannot be refunded; second, the business operator changes the legal person, the new legal person ignores old accounts, and consumer rights Shrinkage and damage; third, due to the impact of the epidemic, consumers reasonably unsubscribed, and operators delayed or refused to apply for no reason; fourth, unreasonable conditions were set for refunds, and high handling fees were charged.