"It's easy to get on the ship and get off the ship," and the tariffs are not transparent...Some companies are so "service"?
Xinhua News Agency, Hefei, March 15 (Reporter Cheng Shihua) On the occasion of the "March 15" International Consumer Rights Day, the reporter received a number of complaints concerning the convenience of the public service industry, such as the difficulty of canceling the communication account and some communications. The threshold for handling business in different places is high, and the individual charging items of the bank are unreasonable, etc.
Experts believe that telecommunications, banking and other industries are basic public services, and their service efficiency is not only related to individual user experience, but also has a direct impact on economic and social development. It is recommended that enterprises in the public service industry increase service awareness, users increase awareness of rights protection, and related management departments. Effectively perform regulatory responsibilities and other aspects to jointly promote problem solving.
Changed the high threshold for cancellation "Easier to board and difficult to disembark"
Zou Xiaomeng (pseudonym), a senior student at Sichuan University, told reporters that China Unicom promoted a package of unlimited Internet data in the school, which was more than 40 yuan per month. She looked at the package because it was relatively affordable.
Because of the epidemic at the beginning of last year, Zou Xiaomeng did not go to school for about a year and stayed in his hometown of Hefei. During this period, the cost of surfing the Internet caused her quite a headache. Sometimes the cost of surfing the Internet per month was as high as 200 yuan.
She called Unicom's customer service phone for consultation, and the customer service staff replied that the excess fee was mainly for network traffic, because the campus package she offered was limited to the Chengdu area and could only be enjoyed locally in Chengdu.
She subsequently asked for a number portability transfer, but China Unicom required that she must go to the Chengdu business hall to handle it on-site, so the matter has been delayed.
"In the case of the impact of the epidemic and the requirement to minimize cross-regional flows, China Unicom still requires users to go to the Chengdu business hall to handle business on-site, and does not fully consider the actual situation of the users. This requirement is very unreasonable." Zou Xiaomeng said.
Zou Xiaomeng is not the only user who reflects the high barriers to change and cancellation, and "easy to board and difficult to disembark".
Some communication users report that now the network technology is advanced, the remote processing in the administrative examination and approval of government departments has become more and more convenient, and the prevention and control of the epidemic has also given birth to many enterprises to handle business remotely, but communication business changes and number cancellation are still so troublesome. , It is difficult to understand.
Obstacles to opaque tariff collection and remote inquiries
The reporter recently received some reports that some charging items in some public service industries such as telecommunications and banking are not transparent or reasonable enough, and it is difficult to inquire relevant specific information after some fees are collected.
"There is a charge for reporting the loss on the spot, and there is no charge for reporting the loss by phone." Mr. Xu, a staff member of the Anhui provincial agency, said that his bank savings card was lost. After reporting the loss by phone, he went to the corresponding bank branch to apply for a new card. 10 yuan loss report fee.
He said that he had reported the loss by phone before. At that time, the other party replied that it was free to report the loss by phone, and that the loss report fee was charged only when it was handled on-site at the bank branch.
"If I report the loss directly to the counter this time, the loss report fee may be paid." He said, this is unreasonable for elderly people who don't use the phone to report the loss.
"I was confused and was deducted more than 500 yuan." Hangzhou citizen Shen Nan (pseudonym) told reporters that after her work unit was transferred from Beijing to Hangzhou, she still used the Unicom phone number in Beijing.
Because I watched an online video, not only the data in the package was used up, but also more than 500 yuan in arrears occurred.
She wanted to check if there was a problem with the phone bill, but China Unicom's manual customer service phone has not been able to get through.
She went to the China Unicom business hall in Hangzhou to check on the spot, and the staff replied that her Beijing Unicom number could not inquire about the cost details in Hangzhou.
The reporter called China Unicom's manual customer service for consultation.
The customer service staff replied that due to technical reasons, part of the company's cross-provincial (city) business must be returned to the place of account opening.
It is expected that the company will carry out technical upgrades to solve this problem and meet user needs in the next step.
Public service is about individual feelings and the overall situation of development
Public service is about individual feelings and the overall situation of development.
Experts suggest that the quality and efficiency of services should be improved from the aspects of enterprises' awareness of public service, users' awareness of rights protection, and relevant government departments' effective supervision of the performance of their duties.
An associate professor at the School of Economics of Anhui University believes that relevant companies cannot have the mentality of "holding a golden rice bowl and not afraid of no food". They must be self-disciplined, actively improve their service awareness, and improve their service level.
At the user level, it is also necessary to actively safeguard rights and be good at safeguarding rights, as external pressures force companies to improve service quality.
At the same time, the relevant government regulatory agencies have the responsibility and obligation to actively perform their duties. Consumers face these large enterprises in an obvious disadvantaged position, and they need the regulatory agencies to provide active and effective rights protection services.
"The more advanced the technology and the more convenient the service in the public service industry, the more significant it will be to promote economic and social development." said Yin Chengzhi, director of the Regional and Urban Development Research Center of the School of Public Administration, Tsinghua University. Under the global digital trend, the public service industry is more responsible. , Obligation to improve the efficiency of the industry, meet the needs of the public, and at the same time provide more empowerment for economic development.
Experts believe that for public service industries such as telecommunications and banking, their service efficiency and service quality play a role in the basic allocation of resources in the process of economic and social operations.
Highways, airports, etc. are visible hardware infrastructures, and communications, finance, etc. are invisible software infrastructures, which are very important.
In the case of increasingly fierce competition and more choices for users, if companies still fail to keep up in terms of service awareness, service quality, and service efficiency, they will encounter users "voting with their feet."