Some rights protection "persistent" problems make consumers very distressed
New crown insurance claims are difficult, car consumption is tricky, online shopping is intertwined with old and new problems, and online membership service chaos is frequent... On February 15, the China Consumers Association released an analysis report on the acceptance of complaints by the National Consumers Association in 2022, pointing out some The "persistent difficulty" of rights protection has made consumers very distressed.
In this regard, the China Consumers Association suggested that the regulatory authorities increase supervision, remove obstacles and blockages that affect the recovery of consumer confidence, weave a dense consumer safety protection network, and boost consumer confidence.
At the same time, formulate, revise, and improve relevant policies and measures to strengthen the protection of consumers' rights and interests, so as to make consumption more comfortable.
New crown insurance claims are difficult
After the outbreak, many domestic insurance companies launched new crown isolation and infection-related insurance, and sold them on online platforms, becoming Internet celebrity products in the field of online insurance.
However, many consumers reported that with the surge in the number of infections, they encountered various "high thresholds" when settling claims.
On the black cat complaint platform, there are more than a thousand complaints about the difficulty of claiming new crown insurance, involving many insurance companies such as Zhonghui Mutual, Taikang Insurance, and Ping An Insurance.
The report shows that the main problems of the new crown insurance are as follows: First, it is easy to advertise and difficult to pay. In order to attract consumers to buy insurance, some insurance companies claim that they can pay if they are positive for nucleic acid. After consumers are actually infected, they set harsh conditions, such as requiring CT test reports. And the doctor's diagnosis notice to settle the claim.
The second is to play "word games" for rejecting compensation.
Some insurance companies will not pay compensation on the grounds that consumers are diagnosed with "new crown virus infection" rather than "new crown pneumonia".
The third is to evade liability for compensation.
Some insurance companies deliberately evade compensation liability by removing relevant insurance products from the shelves, losing contact with insurance claimants, and disconnecting customer service calls.
Car consumption hides and seeks
According to the report, the main problems related to car complaints are as follows: First, repaired and defective cars are used to sell as new cars.
When some automobile sales companies sell vehicles, they sell the repaired defective cars in the name of new cars. After being discovered by consumers, the operators claim that they comply with the "Guidelines for Pre-sale Inspection Services for New Passenger Cars (Trial)" and the maintenance amount is low. Refusal to take responsibility for the reason that there is no need to inform consumers.
The second is to infringe on the rights and interests of consumers with standard clauses. For example, the vehicle delivery time is vaguely handled in the standard clauses, and the car is not delivered after receiving the purchase price from consumers; File a lawsuit or apply for arbitration to the court or arbitration institution where the operator is located, restrict consumers' right to independently choose a dispute resolution institution, and increase the cost of consumers' rights protection in other places.
Third, the transparency of second-hand car transactions is low.
For example, the second-hand car intermediary deliberately conceals the real mileage, maintenance records, accident records and other information of the vehicle, or fails to fulfill the verification obligation, and the rights and interests of consumers are damaged.
New and old problems intertwined in online shopping
Last year, new and old problems intertwined in the field of online shopping, mainly as follows: First, the price guarantee rules are misleading.
For example, some e-commerce platforms have launched price protection services, but when consumers find out that the prices of products have been reduced, the platforms refuse the price protection for various reasons. Related complaints continue to increase, involving platforms such as JD.com and Vipshop.
The second is that there is no after-sales guarantee for "small program" shopping.
Some unscrupulous merchants take advantage of loopholes such as the weak supervision of small programs, operate through the sales model without third-party fund custody or induce private letter transactions, and lose contact after sales when disputes arise.
In addition, in recent years, e-commerce online shopping platforms such as JD.com and Tmall have launched platform special stores.
However, when a dispute arises, some platforms evade their own responsibilities on the grounds that the platform special store is a small platform embedded in the e-commerce online shopping platform, and the problematic store is a merchant on the small platform.
Online membership service chaos occurs frequently
The report shows that the number of complaints about online membership services is increasing. The main problems in this field are: First, the "matryoshka-style" charges on the smart TV platform have caused consumer dissatisfaction.
Since the resources of each module in the smart TV system are independent of each other, consumers cannot watch all the video content even though they recharge continuously.
Second, the member service experience of the video platform is not good.
The video platform restricts the mobile phone screen projection function of original member users, and consumers pay more and more fees, but the experience is greatly reduced.
The third is that there is chaos in the membership service of the dating platform.
Some laxly check member information, and even provide "marriage entrustment" to deceive consumers with fictitious friends and marriage needs.
In addition, on the black cat complaint platform, there are many complaints about Jiayuan's false sales promotion and induced consumption.
Fourth, the online membership service automatically renews by default.
First induce consumers to use it for free, and fail to fully inform consumers or effectively remind consumers of automatic renewal after expiration.
Yang Zhaokui