Prepaid consumption has become a big problem for human rights protection, fake and shoddy clothing, shoes and hats have been "going down the mountain", and household appliances have repeatedly appeared in the repair of cottages. [Livelihood Perspective] What are the major issues of annual consumer complaints?

Recently, the Chinese Consumers Association released an analysis report on complaints received by the National Consumers Association in 2019. The big data of consumer complaints shows that compared with 2018, the analysis of consumer complaint data in 2019 shows the following characteristics: prepaid consumption has entered the fields of fitness training, hairdressing and beauty, car washing, catering, etc., and has become a rights activist; clothing shoes and hats The number of complaints is high, and fake and shoddy products like to "go to the countryside and go to the countryside"; the number of complaints about household electronics and electrical appliances ranks first in the category of commodities, and the repair of cottages cannot be ignored.

Prepaid consumption issues are increasing

Prepaid consumption has become a hotspot of complaints in recent years due to its wide market coverage, low entry barriers, high liquidity in employment, and difficult funding supervision. It has moved from the traditional beauty and fitness industry to individual decoration, such as decoration and decoration, education and training. development of. At present, consumer disputes are mainly manifested as:

One is that the merchant has issued a prepaid card or recruited a prepaid member before obtaining the legal business qualification. If the merchant cannot register normally in the later period, the merchant cannot open a business and the legitimate rights and interests of consumers will be infringed.

The second is that the promises are not fulfilled, and it is easy to return the card. It is difficult for the card issuer to induce consumers to pre-store and recharge, fail to fulfill the prior agreement to provide goods or services, and refuse to refund the consumer or deduct the consumer's high penalty.

Third, operators use unfair format clauses to restrict consumers' rights and reduce or evade their responsibilities.

Fourth, when the place of business is closed, closed, changed hands, or the place of business is changed, the creditor's rights and debts will be terminated without proper handling, and the reasonable claims of consumers will be ignored, causing group complaints.

Fifth, some merchants are suspected of fraud, and use the preferential conditions for card processing as a bait to defraud money. Once they succeed, they will roll out the money, which will cause great difficulties for consumers to defend their rights.

Inferior products in clothing, shoes and hats

In 2019, the National Consumers Association received a total of 53,111 complaints about clothing, shoes and hats, accounting for 6.42% of the total number of complaints, including 24568 complaints about quality issues and 12,783 after-sales service complaints, accounting for 46.3% of the total complaints about clothing, shoes and hats. And 24.1%.

The main reasons for this situation are: first, due to the large consumer demand for clothing, shoes and other daily necessities; second, frequent product quality problems, common quality problems include rough workmanship, damage, discoloration, and odor Heavy, pilling, deformation and other problems occurred in a short time, and footwear has quality problems such as peeling, dethreading, degumming, cracks; third, some operators focus on sales and services, fail to fulfill their after-sales service commitments, and refuse to return products when quality problems occur Goods, maintenance, compensation, refusal to bear freight when returning goods due to quality problems, delay in refunding the goods after returning goods, etc.

In addition, merchants also have false publicity issues, falsely labeling or inaccurately describing the origin, fabric composition, grade, style, color, size, etc. of clothing and shoes, misleading consumers, or using false price promotions such as price increases and price reductions. Means to deceive consumers. There are also some operators selling counterfeit or branded clothing, shoes or hats, or selling sanwu products, especially in small online stores or physical stores in rural areas. All this has led to constant consumer complaints.

Cottage repairs of household appliances cannot be ignored

In 2019, the National Consumers Association organized a total of 98,659 complaints about household electronics and electrical appliances, accounting for 12.01% of the total number of complaints, ranking first in commodity complaints.

Household electronics complaints mainly involve televisions, refrigerators, air conditioners, washing machines, water heaters, etc. The problems reported by consumers are concentrated on product quality, after-sales service, and contracts. The details are as follows: First, the quality of the product, including poor product quality, three non-products, product quality defects, hidden safety hazards, substandard charging, and fake sales. The second is the operator's breach of contract, the delivery is not timely or no goods can be sent, it is difficult to reduce the price of the product to make up the difference, and the short-term coupons and other methods to make up the difference. Third, the after-sales service is not in place, the installation is not timely, the maintenance technology is not up to date, the maintenance records are not filled in accordance with the regulations, the failure cannot be resolved after repeated repairs, the billing items are not explicitly stated, the parts and components prices are falsely reported, the product faults are intentionally exaggerated, and the repairs are replaced. The old parts are refilled with new ones, the manufacturers are unfair in their own testing, and consumers have repeatedly encountered cottage repairs.

Yang Zhaokui

Yang Zhaokui