Sino-Singapore Jingwei Client, March 12, Shanghai Consumer Insurance Commission recently released the top ten typical consumer complaints in 2020. The issues involved include counterfeit brand fraud, low-cost experience routines, false propaganda of live broadcast delivery, and irregular delivery services at the end of express delivery. , It is difficult to refund hotel entertainment ticket reservations, gymnasium induces "playing missing", long-term apartment disputes, online game recharge refunds, merchants "sales routines", and second-hand car platforms are difficult to lift mortgages.

Named companies include Giant Network, Ruifan Fitness, Uxin Used Cars, Color Shell, etc.

Case 1: Illegal merchants counterfeit the official website of home appliance brands

Consumers are charged high maintenance fees

　　Home appliance repair is a low-frequency consumption. Consumers often don't think of inquiring about home appliance repair companies until there is a problem with the home appliance.

Consumers are generally accustomed to inquiring brand home appliance repair telephones, official websites, etc., but it is easy to find some fake brand official websites with very similar domain names and brand names in online searches, making consumers believe that they are officially authorized and regular repair companies. This type of page There will even be a number of sections such as brand classrooms and air conditioning repair points to increase consumer trust.

Once consumers call the page to request on-site repairs, they will be charged a high repair fee.

Many consumers are still kept in the dark even if they are deceived, and it is difficult to protect their legitimate rights and interests.

　　For example, in 2020, consumers complained that Shanghai Hurui Industrial Co., Ltd. was suspected of counterfeiting the official website of a certain home appliance brand and misleading consumers.

Case 2: Low-cost experience is tempted into the game

Consumers encounter numerous routines

　　Short video platforms are increasingly becoming the main channel for consumers to browse and share information.

Some businesses make exquisite videos, sell and display related services to consumers on short video platforms, and attract consumers at low prices.

Once the consumer contacts the merchant, the other party first asks the consumer to pay a very low price, and then increases the code layer by layer, and finally charges the consumer a high fee.

Such low-cost experience routines are more prominent in many service areas such as photography and moving.

　　For example, in December 2020, two college students, Xiao Li and Xiao Jing, complained that they saw the 19.9 yuan experience activity of "Yanyu Oriental Costume Photography" through a short video platform. After the actual registration, the studio staff set up many routines and kept Induced and upgraded services, and even handled loans for them personally, and the accumulated service cost was as high as more than 20,000 yuan.

During the investigation, it was found that there were more than 40 similar complaints involving Shanghai Yanyu Photography Co., Ltd.

The Consumer Protection Committee of Hongkou District immediately initiated the coordination mechanism with the District People’s Court to coordinate with the District People’s Procuratorate and the District Justice Bureau to support consumer prosecutions.

In the end, the court decided that the rights and interests of consumers were protected.

Case 3: Good and bad live broadcasts are uneven

Standardize first and strengthen supervision to help consumers protect

　　Nowadays, live streaming is very common, and low prices have become the biggest selling point of live streaming rooms to attract consumers.

The anchors in each live broadcast room tried their best to promote the products, and the prices offered were very tempting.

Many consumers also consulted the Consumer Protection Commission, "Is it true that live broadcasts are cheap and good quality?" Based on this, the Municipal Consumer Protection Commission conducted a series of consumer inspections and found that live broadcasts were mixed, cheap and good quality. It's probably a gimmick.

　　For example, the Shanghai Consumer Protection Committee simulated consumers buying a 299 yuan pink "flat duvet" in the live broadcast room of the Kuaishou platform "Yomijia Home Textiles". The anchor declared during the live broadcast that "It's duck down, and every thread is down." After actually receiving the goods, it was found that the workmanship was rudimentary.

After testing by the testing agency, the down content of this duvet was only 4.4%, which was seriously inconsistent with the definition of duvet in relevant national standards. The Municipal Consumer Protection Commission has urged Kuaishou platform to deal with the store seriously.

Case 4: The end delivery service of express delivery is not standardized

There are shortcomings in franchise mode management

　　The new crown epidemic has greatly changed consumption habits. Consumers have chosen to "buy, buy, and buy" without leaving their homes, or to reduce gatherings with relatives and friends, to convey warmth through express delivery.

This has also led to complaints about non-standard express delivery services at the end of the express delivery.

　　In 2020, the Shanghai Municipal Consumer Protection Committee accepted a total of 475 complaints from Shanghai Yunda Freight Co., Ltd., and a large number of consumer conflicts were concentrated on the end delivery service at the franchise point, involving the delivery of express delivery to the post or express cabinet without the consumer’s consent and without the consumer’s consent Circumstances where the courier is randomly discarded at the door and the courier is destroyed or lost.

Individual consumers reported that they were abused by company staff during the communication process.

Case 5: Low-priced pre-sale of hotel accommodation and entertainment tickets

It is difficult for consumers to make appointments and refunds

　　Many companies now sell hotel accommodation or entertainment ticketing products at low prices through WeChat official accounts and mobile apps. After consumers purchase, they need to make an appointment in advance to use them.

However, some consumers will encounter multiple unsuccessful appointments and blocked applications for refunds, and the Municipal Consumer Insurance Commission has received many related complaints.

　　For example, in 2020, the Shanghai Municipal Consumer Protection Committee accepted more than 800 complaints from Shanghai Huixiang Network Technology Co., Ltd. (Color Shell), and the problems of hotel accommodation and entertainment ticketing products were more prominent.

Case 6: The gym relies on short promises to sell cards

Consumers are struggling to defend their rights

　　In recent years, fitness has gradually become a new way of healthy life recommended by consumers.

Some fitness companies made promises to consumers such as "the swimming pool is about to open" when selling cards in the early stage to induce consumers to apply for the card, but refused to honor it afterwards.

When consumers ask for a refund, they either delay the refund, or refuse to refund, or even pretend to be "honesty and responsible", promise the consumer a refund, and then "play missing". Consumers want Rights protection is very difficult.

　　For example, in 2020, the Shanghai Municipal Consumer Protection Committee accepted more than 30 complaints about Shanghai Ruifan Fitness Service Co., Ltd.

The problems reported by consumers involved the promise to open the swimming pool when the card was sold but the failure to provide related services since then, and the fact that the store was closed but the card was not refunded.

Case 7: Abnormal operation of a long-term rental apartment triggers a chain reaction

Consumers trapped in multilateral disputes

　　The new rental model of long-term rental apartments breaks the long-standing "landlord directly to tenants" model in the domestic rental market. Its decoration is stylish, its home appliances are fully equipped, and it also provides housekeeping services such as door-to-door cleaning, which matches the current young people. Consumer housing needs.

However, in actual operation, some long-term rental apartment operators obtain consumers' prepaid rent in a lump sum. On the one hand, consumers will be allowed to apply for loans, but the prepaid rent will not be paid to the landlord in one lump sum. Once the capital chain is broken, consumers will face There is no place to live, the rental deposit is difficult to return, and the loan still has to be repaid. On the other hand, the landlord will also ask the tenant to move out because the rent is not collected, which will cause multiple conflicts.

　　In 2020, the Shanghai Municipal Consumer Protection Commission accepted more than 3,000 complaints related to long-term rental apartments, of which 1,368 complaints related to Ziwutong (Shanghai) Apartment Management Co., Ltd. (Eggshell Apartments).

Case 8: Parents do not know that minors recharge online games

Request for refund encounters "high threshold"

　　In 2020, affected by the new crown pneumonia epidemic, many children take online lessons at home, and minors recharge online games without their parents’ knowledge. Some minors recharge as much as 100,000 yuan, and parents are asking online game companies to refund When making payments, they are often rejected by online game companies on the grounds of insufficient evidence.

　　In 2020, the Shanghai Municipal Consumer Protection Commission accepted more than 580 complaints about recharge and refund of online games from minors, among which more than 60 involved minors recharged in the "Ball Ball" game of Shanghai Giant Network Technology Co., Ltd. In most cases, parents asked for refunds, but most of them were rejected.

Case 9: Purchased products can appreciate

Be wary of merchants "sales routines"

　　Some businesses will market ordinary crafts by means of "appointment" and "lottery", making consumers mistakenly believe that the product is "scarce."

Some merchants will even put forward the concept that products have "collection value", and further attract consumers to place orders through gimmicks such as "preservation" and "value-added", creating a "buy and earn" effect.

Consumers searching for related products on the Internet will also receive information about third-party acquisition of products.

However, after the actual purchase, consumers will find that the actual product does not match the merchant's promotion, and even encounter problems such as the merchant's refusal to deliver the goods and delays in delivery.

　　For example, in December 2020, the Shanghai Municipal Consumer Protection Committee received a total of 655 complaints about Shanghai Modu Network Technology Co., Ltd. Consumers concentrated on the company’s WeChat official account that they were eligible to purchase wooden bracelets. The promotion will increase the price and "support 7 days no reason to return the goods". After placing the order, it has not been shipped. Contacting the company to request a refund, the refund channel is closed, and the official account is also blocked.

Case 10: Second-hand car platform neglects to take responsibility

It's easy for consumers to borrow money to buy a car, but it's difficult to release mortgages

　　Some second-hand car trading platforms, in addition to profiting from the sale of second-hand cars, also profit from it by providing consumers with loan channels.

In the process of applying for a loan, consumers are usually not familiar with the company that actually provides the loan, and there is no way to directly contact or find the lending company.

　　Therefore, consumers who want to release mortgages after paying off their loans can only find second-hand car platforms.

Under this kind of "back-to-back" situation, consumers will encounter many difficulties in releasing their mortgages.

　　For example, in 2020, the Shanghai Municipal Consumer Protection Committee received more than 40 complaints about Uxin used cars. Among them, consumers reported that they encountered various problems in the process of releasing mortgages, such as unilateral additional charges without prior agreement. Handling fees, delays in processing for various reasons, and even consumers who want to release mortgages, contact the company but can't get through the phone.

(Zhongxin Jingwei APP)