China News Service, February 3rd, China Consumers Association website released on the 3rd "Analysis of Complaints Accepted by the National Consumers Association in 2020", which announced 11 major consumer complaints hotspots.
According to the analysis of the China Consumers Association, there will be new changes in the situation of consumer rights protection in 2020.
There are not only new hot spots triggered by the epidemic, such as hygiene and epidemic prevention products, travel services, etc., but also new problems caused by new business formats and new models, such as online games, online education, etc., as well as the long-standing traditional consumer rights protection difficulties , Such as prepaid consumption, TV shopping, etc.
Complaint data for 2020
According to the statistics on complaints received by the National Consumers Association, in 2020, the National Consumers Association accepted 982,249 consumer complaints and resolved 749,317, with a complaint resolution rate of 76.29%, saving consumers 1.5633 million yuan in economic losses.
Among them, there were 5,864 complaints about double compensation due to fraudulent activities by the operators, and the double compensation amount was 8.25 million yuan.
It received 1.25 million visits and consultations from consumers throughout the year.
According to the nature of the complaint, after-sales service issues accounted for 28.37%, contract issues accounted for 25.11%, quality issues accounted for 20.65%, price issues accounted for 7.83%, false publicity issues accounted for 4.77%, safety issues accounted for 3.06%, counterfeit issues accounted for 1.28%, and personal dignity Problems accounted for 0.98%, measurement problems accounted for 0.72%, and other problems accounted for 7.23%.
Compared with 2019, the proportion of complaints about contract problems increased by 6.80%, the proportion of complaints about quality problems decreased by 4.48%, and the changes in other types of complaints were relatively small.
Among all complaints, there were 439,351 complaints about commodities, accounting for 44.73% of the total complaints, a decrease of 1.28 percentage points compared with the same period last year; complaints about services were 499,491, accounting for 50.85% of the total complaints, an increase of 0.28. The number of other types of complaints was 43,407, accounting for 4.42% of the total number of complaints.
According to the data of major commodity complaints in 2020, the number of complaints about household electronics and appliances, daily commodities, food, clothing, footwear, and transportation ranks among the top five.
Compared with 2019, the proportion of complaints about medicines and medical supplies and food items increased by 2.93 and 2.28 percentage points, respectively, and the proportion of complaints about vehicles and household electrical appliances decreased.
Data map: citizens purchase goods in supermarkets.
Photo by China News Agency reporter Hou Yu
According to the service complaints data in 2020, life and social services, Internet services, sales services, education and training services, and cultural, entertainment and sports services rank the top five in service complaints.
Compared with 2019, the proportion of complaints about public facilities services and life and social services increased by 1.92, 1.17 percentage points, respectively, and the proportion of complaints about Internet services fell by 2.76 percentage points.
Among the specific commodity complaints, the top five complaints were: food, automobiles and parts, communication products, clothing, and medical equipment.
Compared with 2019, medical device complaints and computer product complaints increased significantly, making it into the top ten complaints about commodities.
Affected by the epidemic in 2020, medical device complaints have increased significantly compared to 2019.
Among the specific service complaints, the top five complaints were business Internet services, catering services, remote shopping, training services and transportation complaints.
Compared with 2019, transportation, maintenance and repair services are among the top ten service complaints.
Among them, the increase in traffic and transportation complaints was relatively high.
11 hot spots for consumer complaints
The China Consumers Association pointed out that 2020 is an extraordinary year.
The new crown pneumonia epidemic at the beginning of the year, the floods in the middle of the year, and the social and economic situation in foreign countries have had many effects on consumption, and the situation of consumption rights protection has also undergone new changes.
There are not only new hot spots triggered by the epidemic, such as hygiene and epidemic prevention products, travel services, etc., but also new problems caused by new business formats and new models, such as online games, online education, etc., as well as the long-standing traditional consumer rights protection difficulties , Such as prepaid consumption, TV shopping, etc.
details as follows:
——A short-term concentrated outbreak of complaints about hygiene and anti-epidemic supplies
The new crown pneumonia epidemic broke out suddenly, and health and epidemic prevention products became a hot spot for complaints at the beginning of the year.
The main complaints from consumers are as follows: First, the product quality is substandard, and some operators pretend to be shoddy, and the masks, disinfectants, and alcohol sold are counterfeit or "three-no" products.
Second, some operators are driving up prices, causing the prices of anti-epidemic supplies such as masks, alcohol, and thermometers to rise, and illegally making huge profits.
Third, the online shopping of anti-epidemic products was not delivered in time, and orders were frequently cut.
Fourth, epidemic prevention products are sold through WeChat groups and Moments, and the purchase channels and product quality are not guaranteed.
Fifth, some operators confuse the efficacy and usage scenarios of ordinary masks, disposable medical masks, medical surgical masks, and medical protective masks to deceive consumers.
Data map: The automatic production line is producing disposable medical masks.
Photo by China News Agency reporter He Penglei
——It is difficult to unsubscribe transportation services
The main issues complained by consumers are: First, during the epidemic at the beginning of the year, disputes over ticket cancellations were prominent.
For example, airline refunds are delayed, refunds in the form of vouchers, and some foreign airlines do not even refund.
Second, some booking platforms and airlines evasive each other, making it difficult for consumers to refund tickets.
Third, the customer service phone is difficult to get through, and the refund application cannot be reviewed in time.
Fourth, some airlines have launched "unlimited flight" products, but there are often no suitable seats during actual exchange.
Fifth, the car rental publicity does not match the actual situation. If it cannot be used normally, it will still be billed. If it fails, it will not receive timely service. The deposit cannot be refunded as agreed.
——Prominent food problems such as catering and group buying
The main complaints from consumers are as follows: First, complaints about cancellation of catering at the beginning of the year were concentrated, mainly involving New Year’s Eve dinners, Spring Festival dinners, wedding banquets, etc., and there were many disputes over deposits and advance payments.
Second, during the epidemic, some vegetables, meat products and other foods have unreasonably raised prices and forced tying.
The third is food safety issues, such as food spoilage, expiration, and adulteration.
Fourth, the food packaging labels are not standardized, and some imported foods are not labeled in Chinese.
Fifth, the fruits and vegetables sold by community group buying and selling based on fresh food are not fresh, or even lack of food.
Sixth, the hygiene and safety of some low-priced Internet celebrity foods and bulk foods are worrying.
——Many problems with online shopping and live delivery
In 2020, due to the impact of the epidemic, online celebrity live broadcasts have become the focus of online shopping.
The main issues complained by consumers are: First, some anchors have problems such as exaggeration or false publicity.
Such as making false descriptions of products, using absolute limit vocabulary in promotion, exaggerating product functions and utility; selectively introducing products, avoiding key information; displaying and selling products that are not genuine; promoting low-quality products at low prices; promising offers and gifts Cash out; induce private transfers, etc.
Second, some e-commerce operators delayed or refused to perform the contractual agreement.
Such as arbitrarily cut orders and refuse to deliver goods, sell goods and goods are not on the board, etc.
Third, some e-commerce operators do not undertake after-sales service obligations.
Such as failure to implement the "seven-day return without reason" regulations, failure to perform the "three guarantees" obligations, etc.
Fourth, the unfair format clauses hidden in online shopping agreements.
After the first registration or software update, consumers are required to agree to the operator’s agreement, otherwise they cannot log in.
Consumers often fail to pay attention or cannot fully understand the specific content of the agreement, leading to passive rights protection in the later stage.
Fifth, personal information is leaked, and business promotion text messages are annoying.
Data map: During the "Double Eleven" period, logistics base employees sorted express delivery.
Photo by China News Agency reporter Zhang Yu
-Online video and online game disputes are difficult
The main complaints from consumers are as follows: First, after purchasing a member of a video website, they still need to pay separately to watch popular TV series, which causes dissatisfaction.
The second is that some video apps have launched free trial activities, which automatically renew by default. Consumers forget to close or are deducted without their knowledge, and operators will not refund fees.
Third, there are many disputes over large-value recharges for minors, and it is difficult for parents to request refunds.
Fourth, online game operators use unfair regulations to infringe consumers’ right of choice and property rights. For example, “the final effect is subject to the game content” in the display video of online online game products, which makes the agreement between the parties in a state of uncertainty. Excused and disclaimed responsibility for breach of contract.
Fifth, the probability of a lottery draw for online game props is unknown, causing complaints from consumer groups.
——Out-of-school training institutions "run off" frequently
Affected by the new crown pneumonia epidemic, offline education and training institutions will be greatly affected in 2020, and the development of online education and training institutions will accelerate.
The main problems complained by consumers are as follows: First, the training institution has closed down and ran off, and there is no aftermath.
Second, the quality of the training content is uneven, which does not conform to the contract.
Curriculum shrinks and teachers are unstable.
The third is false propaganda or false promises by training institutions.
Fourth, the qualifications of training institutions are not perfect, or even lack corresponding qualifications.
Fifth, the service contract contains unfair standard clauses, which aggravate consumers' responsibilities or exempt operators from obligations, making it difficult for consumers to refund money.
Sixth, offline training will be transferred online, unilaterally changing the service agreement, and forcing consumers to agree.
Seventh, training institutions charge arbitrary fees and do not issue formal invoices.
Buying 3 months, giving 3 months of courses, paying by shifts, etc. in disguise breaks through the regulations that no more than 3 months of fees can be charged at once.
Eighth, some training institutions induce consumers to apply for "training loans", and they have not fully informed the loan interest rate, lending institutions, and risks.
Once training institutions fail to fulfill their promises, their services shrink or even close their doors and run away, consumers will have to continue to repay their loans on schedule while facing difficulties in refunding fees.
——Long-term apartment rental disputes and conflicts
The thunderstorm in Eggshell Apartments pushed long-term apartment rental issues to the forefront.
The main issues complained by consumers are: First, some long-term rental apartments and housing intermediaries provide rental contracts that use unfair format clauses to reduce their own responsibilities and increase consumer responsibilities.
The second is the delay in refunding refunds to the tenants who have returned the lease, failure to provide services as agreed, failure to perform the cashback discount, and the inability to contact customer service.
Third, some long-term rental apartments have high incomes and low rents, and long-term rentals and short-term payments have formed a pool of funds. Due to poor management, they failed to pay the rent to the landlord in a timely manner, causing the tenants to be forced to pay back, unable to recover the prepaid rent or continue to repay the loan.
Fourth, the decoration quality of some long-term rental apartments is not good enough, which affects the health of consumers.
Fifth, the supervision of individual "black" intermediaries and small intermediaries is difficult.
——New and old energy vehicle complaints fever
The main problems of traditional energy vehicle complaints are: First, the quality of the vehicle.
Such as brake failure during driving, engine, gearbox failure, etc.
Second, the car purchase contract is highly controversial.
The verbal agreement is "deposit", but the contract and bill are "deposit". After a dispute occurs, the "deposit is not refundable" is used to set up a refund barrier.
The third is a disguised price increase, hidden charges, tying of goods or services against consumers’ wishes, and unreasonable trading conditions.
Fourth, the delivery of the vehicle was delayed, and the registration was not timely.
Fifth, after-sales service is uneven, and there are many chaotic repairs and maintenance.
Sixth, the used car sales information is false, the mileage is stolen, and the accident is concealed.
The main problems of new energy vehicle complaints are: First, the cruising range is "discounted", especially when the temperature is low, the battery power drops too fast, and the charging speed does not match the publicity.
Second, battery quality problems are prominent, and battery failures and charging failures are more common.
Third, there are many problems such as abnormal noise of the gearbox, sudden frustration of the gearbox, and loss of power.
Although the probability of “self-ignition” of vehicles is low, safety is worrying.
Fourth, the level of after-sales service is not high, and problems such as charging failures cannot be completely resolved after repeated maintenance.
——House decoration is very tired
The main issues complained by consumers are: First, the quality of decoration.
For example, cracked walls, unreasonable layout of water and electricity pipelines, incomplete waterproofing, and insufficient space reserved for functional areas.
The second is the problem of false propaganda, which mainly focuses on the fact that the brand and grade of building materials actually used do not match the propaganda or samples. "All-inclusive", "Buy it Now" and "Free Decoration" are mostly marketing gimmicks.
The third is that the contract is not clear, and more items will be added later.
Fourth, due to the impact of the epidemic, the decoration was postponed in the first half of the year, and the construction period in the second half of the year was tight, and consumers had hard times to speak.
Fifth, many decoration companies charge design fees separately, but the level of designers varies, and they even copy a design drawing to different customers.
Sixth, the custom-made furniture in the whole house "does not fit".
For example, the design is good-looking but not practical after installation, the main materials, auxiliary materials, accessories, etc. cut corners or are forced to add money later, and the extensive installation cannot keep up with after-sales.
——The consumption model of "applying a card" is deeply pitted
Prepaid consumption such as card application has become a chronic complaint.
At present, the prepaid consumption model of "pay first, then consume" has penetrated into all aspects of daily consumption. From the initial card application and coupon purchase to the current various paid memberships, recharges, etc., merchants in all walks of life Expanding the application scenarios of prepaid consumption under various names.
This type of consumption can indeed reduce consumers' costs, but paying in advance also increases consumers' unilateral risk. Once a business closes or runs away, consumers will suffer heavy losses.
The main issues complained by consumers are as follows: First, important terms are not notified before the card is issued, and there are many actual consumption restrictions.
The second is to set unfair format clauses, which makes it easy to pay in the early period but difficult to refund in the later period.
The third is that the quality of goods or services does not match the promise.
Fourth, business transfers, bankruptcies, and failure to properly handle claims and debts, triggering group complaints.
Fifth, some merchants use low-price concessions as bait to defraud money and run away with money, causing consumers to suffer heavy losses.
——It's annoying to be cheated on TV shopping
The main consumer group of TV shopping is the elderly. The main complaints from consumers are: first, product quality problems, such as unqualified product quality, lack of goods, and even "three no" products.
The second is the problem of false publicity, such as exaggerating product quality or effectiveness, false price reductions, false lotteries, false time-limited purchases, etc.
The third is after-sales service problems, such as refusal to fulfill the obligation of return and replacement, poor after-sales service channels, and secondary sales through telephone.