Zhongxin Finance, April 28 (Reporter Xie Yiguan) On the 28th, China Consumers released a special report on complaints in the "new" consumer sector. Some online merchants set an extra-long pre-sale period, some online platforms use algorithms to implement price discrimination, and some online platforms implement price discrimination. Only setting up intelligent customer service and other issues are called one by one.
Set up scams, fake marketing, live broadcast with goods waiting for norms
The report shows that some businesses and individuals carry out live broadcasts on social platforms, and relevant platforms do not assume the responsibility of online trading platform operators. Consumer rights cannot be guaranteed after anchors block users or run away with money.
At the same time, some online video program anchors induce consumers to recharge or set up scams to defraud consumers of money; some e-commerce anchors fabricate "moving" stories to sell fake and shoddy products.
In addition, some online celebrities on some platforms are flooded with “grass-planting” soft articles, false marketing misleading consumers; using the randomness and concealment of blind boxes to do false and illegal promotions, such as selling expired or expired products through blind boxes; online game props lottery Unknown probability, or superimposed unknown restrictions, induce players to recharge repeatedly.
Some online platforms use algorithms and technologies to make profits
The report mentioned that some operators are also keeping an eye on consumers' "money bags" and making profits through network algorithms and new technology.
For example, the use of smart product software "upgrades" to charge unexplained fees beforehand; some online platforms use algorithms to implement "price discrimination" against groups with different consumption habits. For example, online shopping platforms claim that members can enjoy discounts, but the actual promotional discounts enjoyed by non-members are greater than that of members. , membership payment has not been benefited; some network platforms have set up automatic renewal traps, such as there is no obvious prompt before automatic renewal and deduction, it is difficult to find the closed channel or the cancellation is unsuccessful.
In addition, some "group leaders" use social platform mini programs to conduct "community group purchases" and "solitaire group purchases", or use fan fan circles to set up scams and run away.
Unfair standard terms are frequent, and some merchants set up super-long pre-sale periods
The report pointed out that some online format contracts are not easy to read online and contain various unfair contents, which puts consumers in a more disadvantageous position, and the problem of infringement of consumer rights and interests caused by this becomes more and more prominent.
The main manifestations are that online format contracts are long and professional, obscure and difficult to understand, and have hidden pitfalls; the content of format contracts on various platforms is generally similar, making it difficult for consumers to choose, and exacerbating consumers’ “accept or leave” disadvantageous position, restricting Consumers' right to negotiate contracts.
In addition, some network platform operators do not indicate the release and change time of the standard contract, so that they can change the core terms at will, which is difficult for consumers to know.
At the same time, some online platforms use standard clauses to exclude and restrict consumers' right to choose a court of litigation, which in disguise makes it more difficult for consumers to protect their rights and increases their cost of rights protection.
Some network operators also use unfair standard terms to reduce their obligations and responsibilities, and increase consumer responsibilities.
For example, some online merchants set a super-long pre-sale period for pre-sale products, and at the same time set unfair format terms such as non-refundable pre-sale products and non-refundable prepaid funds.
Lack of supporting services, some network platforms only have intelligent customer service
The report mentioned that with the development of new consumption patterns and new business formats, the demand for after-sales service of commodities has undergone great changes, which has also caused various new problems.
Some Internet companies lack supporting services, do not have human customer service, or have multiple choices on customer service telephones, resulting in poor or difficult connections.
Some online platforms only set up intelligent customer service, and their programmatic settings answer irrelevant questions and cannot meet consumer needs.
In addition, the business knowledge and capabilities of after-sales service and maintenance personnel of the enterprise cannot fully keep up with the demand; some online games do not consume virtual currency after the operation is stopped, and the services that have not expired cannot be compensated or the compensation measures are unreasonable; To restrict or interfere, some online platforms deliberately hide consumer reviews, and some businesses even carry out personal insults and personal threats to consumers with negative reviews.
There are many problems with smart products, and new energy vehicles have become a hot spot for complaints
The report also shows that in recent years, the degree of intelligence of household appliances, household cars and other products has increased rapidly, and has gradually become a new trend of consumption, but at the same time, the number of related complaints has also risen rapidly, and smart home appliances and new energy vehicles have become new hot spots for complaints. .
The main manifestations are that the quality of smart home appliances is uneven; some smart home appliances lack corresponding standards, and the interconnection between products of different brands is limited; the software of smart products and smart connected cars is frequently upgraded, and some products are faulty or performance degradation due to upgrades; new During the driving process of energy vehicles, the screen suddenly goes black, power failure, brake out of control, vehicle spontaneous combustion, automatic driving failure, etc., and some even cause traffic accidents; battery cruising range is shortened, charging time is too long, battery module damage, etc.; smart products and other related consumers There is a risk of information being leaked or used illegally.
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