China News Service, May 12 (Xinhua) On the 12th, the China Consumers Association website released the "May 1" small long-term holiday consumer rights public opinion analysis report (hereinafter referred to as the "Report"). According to the "Report", during the six-day monitoring period from April 30 to May 5, a total of 3307913 pieces of "consumer rights" information related to "May Day" were collected, with an average daily information volume of more than 550,000 pieces. The monitoring found that this year's "May 1" small holiday consumption negative information is mainly concentrated in online shopping, tourism, online games, consumer coupons and other fields.
"Consumption Rights Protection" Daily Information Volume
——The live broadcast of goods is hot: the problems of quality control, after-sales and delivery are increasing
During the monitoring period, 66,798 pieces of negative information about online shopping were collected. Negative information appeared a small peak on April 30; during the holidays from May 1 to May 5, the negative information on each day of online shopping was stable.
False delivery of online shopping, product quality issues, and after-sales service issues are more concentrated, and as online celebrities and live broadcasts become new ways of online shopping, the problems related to online shopping in terms of quality control, after-sales, and delivery are only No increase.
Typical case 1: On May 1, netizen @ 雨中 蔷薇-婷 微 博 said that the ten items he bought online, more than 2,000 yuan, the seller delivered the goods falsely, and the logistics delivery location was not his delivery address. After reflecting with the platform, consumers believe that the platform has been perfunctory. The netizen said that as many as hundreds of people had the same experience, the same store and the same problem, but the platform ignored it.
Typical Case 2: On May 2nd, netizen @ silentSmile8 Weibo said that he had refunded nearly 20 phone calls to an online shopping platform. The platform all responded that the specialist handled it, but in the end, the WeChat end reply was: the order is abnormal and does not support after-sale . The netizen believes that the platform has abandoned consumer rights and interests, and it is difficult for consumers to protect their rights.
Typical Case 3: The osmanthus cake bought by Ms. Liu from consumers eats screws, and then contact the merchants to protect their rights. The customer service of the shop believes that the evidence reflected by the shop is insufficient and cannot be verified. Ms. Liu filed a complaint with the platform and applied for rights protection.
Typical Case 4: At the end of April, actor Xie Mengwei helped e-commerce bring goods on social platforms and encountered black-hearted merchants. Netizens expressed dissatisfaction with the purchase of fakes and defective products from him. Afterwards, Xie Mengwei sincerely apologized in the live broadcast room and said he would bear corresponding responsibilities.
Typical case 5: Netizen @ 电 商 卢宝林 said: "The choice of e-commerce channels: (I have always been unable to see the live broadcast with goods). Ten thousand fans of a certain live broadcast overturned (possibly fake goods), too terrible, fortunately I I never buy anything on the live broadcast. Some friends found that what I watched the video was completely different from what I received. Do you dare to buy three pairs of shoes for 100 yuan or a product lower than 60% of the market price? Why is the platform not regulated? The market is terrible. "
—— "People conformity" mode relief: the supporting measures for scenic area current limit still need to be strengthened
During the monitoring period, 30,213 pieces of negative tourism information were collected. In the early period of the small holiday, information about "reservation tour", "current limit" and "time-sharing tour" caused a small peak on April 30; tourism-related negative information was relatively stable during the holidays.
"Reservation tour", "safety tour", "intra-province tour" and "current limit" have become the key words of this year's "May Day" tourism. Most tourist attractions do not have the "people following" model of previous holidays, and the tourist experience has also been greatly improved. However, with the downgrading of emergency response in various regions, the urge to "go out of the house" has been further released, and many scenic spots have reached the maximum current-limiting carrying capacity, resulting in problems such as crowded tourists in some popular attractions. At the same time, problems such as traffic jams caused by nearby outings and taxi taxis also plague tourists.
Typical Case 1: On May 1st, the Taishan Scenic Area opened the "People's Conformity" mode. Tourists queued up to watch the sunrise all night and waited for climbing. The scene was overcrowded and there was a phenomenon that tourists did not wear masks.
Typical Case 2: On May 2nd, the tourist volume of Guangxi Beihai Yintan Scenic Spot reached the maximum daily carrying capacity during the epidemic prevention period, and the scenic spot announced the suspension of opening on that day. Some tourists drove in thousands of miles and could not enter the scenic area because there was no quota for admission.
Typical Case 3: During the small and long holidays, a large number of tourists involuntarily drove to Chongming Island in Shanghai. On the first day of the "May Day" holiday, they ushered in a "big traffic jam". Originally, it only took an hour and a half to drive to reach the destination, but tourists experienced a long time of traffic jams, and the driver vomited. After driving for 12 hours, he only advanced 3 kilometers. This speed is comparable to "turtle climbing". There are even tourists who are still in Pudong from night to day and are in a dilemma.
Typical case 4: Netizen @Million 赵 stated on April 30: "Xiamen Black Car loves to introduce tourists to Jaikedian. Some taxis are even more ruthless and will say that the place you are going to is not good. I will recommend one to you. Then directly pull the tourists to the Zake store where he has a revenue. "Many netizens under Weibo commented that the trip encountered a black car.
——Minor online game mistakes: large-value recharge cases remind the platform to face responsibility
During the monitoring period, a total of 14,604 pieces of negative information about online games were collected, mainly related to game refunds and frauds. Negative information reached its peak on May 2, and the peak was related to two incidents: "Jiangsu Consumer Protection Commission conducted a centralized interview with 7 online game companies" and "the mobile game was scammed on behalf of refunds".
Problems such as difficulties in recharging online games and unrestricted recharging of minors by the platform are outstanding.
Typical case 1: In response to the problems of minor addiction and excessive consumption in online games, on April 28, the Jiangsu Consumer Protection Commission used a combination of "face-to-face + cloud interview" to openly interview NetEase, Tencent, Douyin, Huya Waiting for 16 companies, requesting increased recharge facial recognition, and underage addiction to gaming issues. Parents shouted, you can breathe! The event fermented during the small long holidays, and the heat did not decrease.
Typical Case 2: On May 2nd, according to the Jiangsu Provincial Radio and Television Station, the daughter of Mr. Shi, a citizen of Nanjing, recharged more than 70 pens using an Apple mobile phone in just 14 minutes without the parents ’knowledge. More than 10,000 yuan to buy "peace elite" online game coupons. Afterwards, Mr. Shi contacted Tencent's game customer service, and the other party asked him to find Apple customer service to solve it, but Apple said that it cannot "return" and did not provide any reason for refusal.
Mr. Shi said that if a daughter recharges a game by mistake, the parents certainly have certain responsibilities. However, in just 14 minutes, more than 70 pens totaling more than 40,000 yuan were charged. For such abnormal operations, Tencent Games and Apple are also responsible. Such a non-refundable and unexplained attitude made him difficult to accept.
On May 5, Tencent refunded 70% of the fee, and another 30% of the fee was charged by Apple's mobile phone company, but it has not yet been refunded.
Typical Case 3: On May 2nd, several Weibo netizens reported that Apple's mobile game refund was fraudulent. The scammers are mostly based on fake screenshots, fake videos, and screenshots of past chats with Apple ’s customer service, falsely claiming that the refund has been completed, gaining consumer trust, and allowing consumers to transfer funds to pay for the refund. But after the actual payment, it was found that the game refund did not arrive.
——Consumer voucher policy warms the market: the policy dividend release still needs to be done carefully
With the impact of the new domestic outbreak of pneumonia, the economy has gradually recovered, and consumer voucher subsidies have been adopted in many places to promote consumption recovery. Consumer coupons have also been recognized by consumers, but there are still some problems. During the monitoring period, a total of 1,417 pieces of negative information on consumer vouchers were collected, mainly related to issues such as the receipt of consumer vouchers and the use of consumer vouchers.
Typical case 1: On April 30, the Xizi Forum issued a post "Huicheng consumer coupon booking application is open! But be careful of this pit, do n’t be fooled by grapefruits!" The entrance is the "Huicheng Youli" WeChat applet, but when wechat searched, we accidentally found a personal public account called "Huicheng Youli Consumers Looking for Coupons". After entering, we were guided to add private WeChat.
As of today, the official account has disappeared, but there are still other personal accounts with similar names.
Typical Case 2: According to Shaoxing Evening News, many consumers in Yuecheng District, Shaoxing, Zhejiang Province, grabbed vouchers and went to merchants for consumption. When paying with Alipay, there was a situation where the vouchers were not deducted. According to the local market supervision bureau, as the store did not directly sign with Alipay, consumers need to scan the QR code of the store before paying, and then use Alipay to pay, and the payment that meets the full reduction conditions can be directly deducted Coupons. At that time, the cashier at the store was busy and didn't pay attention to inform consumers of the payment process, which caused him to directly use Alipay to pay and failed to deduct the coupon.
"Report" pointed out that a comprehensive analysis of the above-mentioned problems and typical cases of "spit" in the network public opinion concentration during the monitoring period, we can find that this year's "May 1" small and long holiday consumer rights public opinion mainly shows the following three characteristics:
——Most consumer complaints and complaints are directly or indirectly related to online consumer disputes
The epidemic has accelerated the onlineization of consumers' daily consumption. Judging from the data and typical cases obtained from this public opinion monitoring, there are two main cases of "online consumption" that cause consumers to complain: First, they buy products and receive services mainly or all online, such as live broadcast shopping shopping, Receipt of consumption coupons, online game consumption, etc .; second, "online" has become the main entrance of offline consumption, such as OTA platform, online booking of scenic tourism, etc.
Breaking through the "online shopping" single consumption model, the trend of digital penetration into consumer life in all directions, "cloud life" and "house economy" in multiple business fields, multi-diffusion models, multi-penetration means, and multi-logic behaviors give "online consumption "Government ecology" governance and norms have raised new issues.
——Some of the illegal behaviors of some platforms and businesses have become government policies to warm up the market, and consumer confidence has boosted the “blocking point”
Diversified, high-quality market supply, rules-abiding and re-commitment trading behaviors are the basis for enhancing the consumer experience and smoothing the economic cycle. Whether it is some short-term phased problems exposed during the use of government consumer coupons, or many live streaming problems, difficult recharge of online mobile games, and the rash of OTA platform ticket refund restrictions, it has not only become a government-intensive release The policy dividend and the promotion of consumer confidence in the context of the recovery of the most discordant notes are more likely to become a “blocking point” that affects the smooth flow of the economic cycle system led by consumption.
—— "Sufficient plan" is part of the scenic area and urban transportation holiday service exam plus test questions
Targeted comprehensive planning for crowded conditions during the holidays has become a common consensus and mandatory action for most tourist attractions and traffic management departments, but this year ’s small holiday is due to the superposition of “gradual recovery of cultural tourism industry, compensatory consumption The "unblocking" effect of "first appearance" has provided an additional test question for the design and implementation of the "basic plan" of scenic spots, transportation and other departments. Judging from the results of public opinion monitoring, it is clear that conventional emergency measures such as appointments and current limiting can not properly resolve and efficiently deal with the new situations that have emerged intensively under the abnormal background.