Focus On 2012 New Trend Of Consumer Rights Protection

Have you ever encountered consumption problems or shopping traps? Did you choose to protect your rights or swallow your rights? Did you encounter difficulties or twists on the way to rights protection? The annual 3. 15 international consumer rights day is coming, focusing on the way of safeguarding the rights of ordinary consumers. It also explains the new trend of consumer complaints hotspots and rights protection in 2012.

Consumer

Trouble, no evidence. They gave up their rights.

The business promised to do nothing, or the quality of the purchased goods was wrong. When faced with these consumption problems, many people gave up their rights and chose to swallow it.

Recently, a reporter interviewed a number of citizens in the urban area of Meishan, and learned the reasons why they gave up their rights protection: the amount of loss is not large, there is no evidence, and they are afraid of trouble.

In January this year, Miss Liu bought a pair of fashionable women's shoes at a shoe store on the road around the lake. The company promised to have quality problems within a week, and three months later, the phenomenon of bottom breaking and degumming was replaced in 99 months.

After wearing it for more than 20 days, Miss Liu found a seam in the sole.

The family suggested that she should find a replacement for the merchant, but Miss Liu gave up, "there is no valid evidence. What does the merchant believe that these shoes are bought from him? And I am very busy, and I really don't want to delay the work because of a pair of shoes."

Reporters also learned that in the current popular online shopping, buyers and sellers communicate through the network.

When consumer disputes occur, chatting, remittance records and other information are difficult to be convincing as the invoices issued by the entity store, and sellers' names, detailed addresses and other information are hard to verify and verify.

Even if there is an invoice, knowing the seller's relevant information, but the buyers and sellers are not in the same city, it is still very difficult for consumers to safeguard their rights.

Victoria Road is tough. They have a headache.

Consumer surveys in recent years show that online shopping has become another "big area" that infringes the legitimate rights and interests of consumers.

Express delivery is slow delivery, quality of goods is not consistent with online shop promotion.

Faced with this kind of experience, many consumers have chosen to protect their rights. But what kind of difficulties do they encounter in safeguarding their rights?

Last September, Chiang Kai Shek bought two clothes online, and agreed to choose a courier company's services with merchants.

According to the regulations, the courier dispatched should send the mail to the recipient and sign it by myself.

However, Miss Jiang has not waited for the dispatched member to call.

Later, she asked by phone that the dispatched clerk sent the mail to the Wuguan office.

Chiang believes that the act of sending a member of the courier company violates the relevant regulations and infringes upon her legitimate rights and interests as a consumer, so she sends a telegram member to ask him to admit his mistake and apologize.

But not only did the apology not apologize, instead, they sent the curse back.

Ms. Jiang was very angry and decided to complain to the relevant departments.

When she heard that the express delivery industry was in charge of the post office, she had called more than 10 phone calls, but she still could not find the contact telephone for the complaints department.

In desperation, Mrs Chiang called the complaint phone at the headquarters of the courier company. The staff said they would give feedback to Ms. Jiang as soon as possible after investigation and processing.

But so far, Ms Chiang has not received any feedback calls from the express company.

Mr Chen's online shopping rights also encountered problems.

Not long ago, Mr. Chen bought a set of wall stickers on the Internet. But when he received the goods, the color of the wall stickers was inconsistent with his purchase, and there were some flaws.

He asked for a refund, but the seller insisted that the color and quality of the product were no problem and refused to refund.

In order to protect his rights, Mr. Chen called the 12315 consumer (complaint) hotline, and the staff asked him to provide relevant evidence, such as chat records, consumption records, etc.

Mr. Chen seldom buys online, and does not have the sense of keeping chat records. There is no other evidence in hand except a remittance certificate.

In the end, because of insufficient evidence, Chen's road to safeguarding his rights failed.

Reporters learned that many citizens in violation of legitimate rights and interests, do not know who to complain, lack of evidence protection rights, etc., plus a long time to protect rights, manpower and material resources, which makes many consumers' rights protection failed.

Department

The public should be sensible and courageous in safeguarding their rights.

In view of various consumer complaints, a few days ago, the relevant person in charge of the municipal consumers' Association said that consumers should be alert to false advertisements and consume sensibly in daily consumption and shopping. Once their rights and interests are infringed, they should be brave enough to take up legal weapons and safeguard their rights and interests.

The official pointed out that now many false advertisements, consumers should be rational consumption, to have qualified, after-sales guaranteed shops shopping.

When buying goods, it is necessary to ask for invoices, and keep three packages of vouchers and other tickets. When goods are repaired, they should urge businessmen to fill in the maintenance records according to the "three package" regulations and keep good records of maintenance so as not to be able to safeguard their rights when they are in dispute.

In addition, the person in charge suggested that once a sudden product liability accident occurs, such as beer bottles, steam bottles, pressure cookers, color TV explosions or using gas water heaters to hurt people, rescue measures should be taken to protect the scene at the same time, and the relevant personnel should be invited to the scene as soon as possible to obtain as much evidence as possible so as to safeguard their rights.

Concern

New trend of online shopping becomes a hot topic

Recently, the reporter learned from the 12315 consumer complaints and command center of the Municipal Bureau of industry and commerce, that in 2011, the total number of information processed by the 12315 system in the city was 2414, which was 8.9% lower than that in the same period last year.

Among them, 910 complaints were received, 1409 were handled for consultation, and 1 million 785 thousand yuan was recovered for consumers.

Behind these data, reporters found that in addition to some "traditional" consumer complaints hotspots, online shopping, courier and food safety problems have become new consumer complaints and advisory growth points.

Merchant

Small problems and more negotiation

I hope both sides will understand each other.

When consumers are struggling for rights protection or on the road of safeguarding rights, businesses are also concerned about consumer rights.

In the face of consumer complaints or rights protection behavior, how do businesses see? Recently, reporters visited several shops in downtown Meishan.

One view

Complaints are a little annoying.

"Most of the time are very small problems. It's the most painful thing to buy a lot of people who want to return a lot of money."

Speaking of how to deal with consumer complaints, Ms. Wang, owner of a brand clothing store in the commercial street, made a comment.

She said, encountered

"Last March, a lady surnamed Guo bought a suit, because the washing method was wrong, causing the clothes to shrink. She found us and insisted that the clothes had quality problems."

Ms. Wang said that she hoped that the buyers and sellers could understand each other, and that consumers should not push their responsibilities on businesses.

Opinion two

Look at the situation has been "black cell phone" returns.

"If we sell quality products, we must take responsibility. If it is caused by other people, or is not the product we sell, we are not responsible for it."

Red Star Road, a mobile phone shop owner Lee told reporters that if consumers find the store after the sale of mobile phones, they will first understand the situation, if it is necessary to send mobile phones to the maintenance point detection, if the test results are indeed the quality of mobile phones, they will exchange or return to consumers.

"But if consumers are damaged, consumers will be responsible for them.

Last year, there was a situation where a consumer asked for a return from a black cell phone bought on the stalls. We resolutely ignored such a case.

Mr. Li said.

Opinion three

Facing the improvement of complaint service positively

"Customer satisfaction is the purpose of our service.

If we encounter customer complaints, we should not be afraid of trouble or avoid problems.

Li manager of a hotel in the northern section of the city of Hangzhou road in the city said that they will actively face the complaints from consumers and solve the problems as soon as possible.

He believes that if there is a customer complaint, it shows that the hotel's service is still insufficient, and the management level needs to be improved. "If we encounter customer complaints, we will actively think of ways to solve the problem and satisfy the customers."

[short commentary]

In March 15th, although the theme of International Consumer Rights Day is different from year to year, the purpose is to protect consumers' rights and interests.

To protect consumers' rights and interests, consumers should not only protect consumers' rights and interests

But relying on the efforts of consumers is far from enough. We also need to strengthen the construction of rights protection system. We need relevant departments to strengthen law enforcement inspection and investigation, and try to avoid infringement of consumers' rights and interests before or when consumer behavior occurs. When infringement occurs, we can promptly help consumers protect their rights.

The protection of consumers' rights and interests is not only a personal matter of consumers, but also a responsibility of relevant departments, and it requires the joint efforts of the whole society to create a harmonious and safe consumption environment.