Focus On 315 Hotspots: Consumer Complaints 2017

World clothing shoes and hats online news, March 15th International Consumer Rights Day, people's concerns about rights protection also increased significantly.

So what are the areas of consumer life that consumers complain and report more?

Consumer rights protection for the elderly

Health products fraud, financial fraud, Collectible swindle and high-end instruments have become the "four pit old" scams. Among them, the hottest health care products fraud is to make the elderly unable to stop using direct selling "brainwashing" to make use of the psychology of the elderly to seek health.

Analysis of the old age rights search user portrait, found that men between the age of 25 and 55 become the main body of rights protection. In view of the lack of awareness of rights protection and low utilization rate of Internet for the elderly, we can see that in the elderly's consumption rights protection, the elderly are being taken in and their children's rights have become a common phenomenon.

And according to the geographical data, Shandong, Jilin and Jiangsu rank the top three, except for other developed areas, the three northeastern provinces are all on the list.

Because most of the elderly are retired at home, and their children are generally busy with work and lack of focus on life and work, they are more likely to be brainwashed by promoters, so the elderly are more likely to be caught up in consumer fraud.

Food safety rights protection

Takeaway black workshop and net red food are not hygienic. The top two search volume is food safety and rights protection.

The data show that the young group aged 19 to 34 has become the main body of food and consumer rights protection. Because of the work and learning nature of young people, this group of people often choose to take out or eat out, and the takeaway platform and net red meal are attracting the attention of most young people through Internet marketing. Young people are also more vulnerable to food safety.

Decoration and automobile consumption rights protection

Housing black intermediary, second-hand housing Yin and Yang contracts in the life services, the highest degree of rights protection, and the proportion of 19-34 years of age accounted for more than 90% of the total, which is related to the high frequency of young people renting and moving, especially in Beijing, Guangdong, Zhejiang, Shanghai and other large front-line areas of migrant population, rights protection is more serious.

In terms of decoration and car consumption rights protection, the age of 19-34 is also as high as 80% to 90%.

It is worth noting that the charging problem of new energy vehicles has become the focus of annual consumer rights protection. Battery maintenance costs are high and charging is hard to occupy the first place in automobile consumption rights protection.

On the whole, the food, housing and travel closely linked to life all showed the characteristics of younger adults. The awareness of rights protection among young people was also significantly higher than that of older people.

Sharing bicycle security is difficult to retreat.

In 2017, Wukong bicycle, 3Vbike, macho bicycle, cool bike, small blue bicycle and other shared bicycle businesses appeared abnormal operation, which caused consumers' concern about their own deposit security, and put forward the refund of deposit, but the related after-sales service failed to keep up with the problem of refund.

According to the data of China Consumers' Association, by the end of January 3, 2018, 2383 letters were received from consumers about sharing bicycles. Because shared bicycle companies were insolvent, they could not return the deposit in time, causing nationwide group complaints.

Among them, cool riding is the most serious case, and the Beijing cool bicycle headquarters has been left empty.

China Consumers Association believes that the behavior of cool riding company has seriously infringed upon the legitimate rights and interests of consumers, seriously disrupted the market economic order, and has applied for public security organs to file for investigation.

"Net red shop" is hard to distinguish between true and false.

With the development of "net red economy", a lot of "net red shop" has appeared in the market. Presumably many people have eaten "master Bao" and drank "happy tea", but are you sure you enjoy the "authentic"?

Recently, "master Bao" and "Yi master" of Beijing Yi Shang Restaurant Management Co., Ltd. were caught in a dispute.

Bonac, the founder of pastry master pastry, said that there were only 26 stores in Beijing, but there were more than 200 Abbot masters in Shanzhai.

There are many such examples.

In July 2017, "net red shop" Xi tea issued a statement saying that many netizens reported to them a large number of Shanzhai tea shops, and some Shanzhai stores were abroad.

According to the Shanzhai store, Xi tea said that as of July 1, 2017, hi tea has effectively carried out 10 cases of administrative investigation and prosecution, and filed 18 civil lawsuits.

According to the data of China Association for consumers' Association, in 2017, there were 54536 complaints of pport vehicles, a slight increase of 0.55% over the same period last year. Although the change is not big, they still occupy second place in commodity complaints.

Reporters noted that many of the complaints occurred in the new business mode of the car, such as second-hand car business, rent to buy.

In early March, the Guangdong Provincial Consumer Council issued a case of car consumption prompt. Mr. Lei spent about 200000 yuan on a second-hand car trading platform to buy a used car. The platform claimed that the car had undergone 249 professional checks. However, when it was processed, the vehicle was inspecting by the vehicle management department as an unrepaired vehicle and could not be pferred.

In addition, there is also a case that the rental purchase vehicle is forced to be recovered without expiry date, and various insurance costs need to be paid during the use period.

Guangdong Provincial Consumer Council analysis, in recent years, after the purchase of rented buying up, behind all kinds of financial leasing companies rushing headlong into mass action, uneven strength, part of the lease agreement in the provisions of the king, consumers do not pay attention to will fall into the trap.

The second-hand car business has also developed rapidly under the promotion of capital, but the quality of its vehicle source is uneven, and the internal quality control is out of joint.

Cosmetic and prepaid card rights are frequent

With the improvement of people's living standard, people's consumption demand has higher requirements and wider choices, and the prepaid consumption mode of Internet means is constantly being derived.

However, the China Consumer Association report shows that prepaid consumption is the hardest hit by rights protection.

The problem of cosmetic consumption protection dominated by young female groups is mainly concentrated in the north.

Affected by economic, cultural and fashion factors, the proportion of cosmetic consumption rights and economic development is positively correlated.

China Consumers Association pointed out that due to the imperfections of the legal system and the unclear responsibility of supervision, there are always situations of non refundable balances, changes in business premises, quality of service, loss of operators, bankruptcy and prepayment disputes.

SAIC released ten hotspots of consumer complaints in 2017

On the morning of 14, the State Administration for Industry and Commerce issued the national industrial and commercial supervision department in 2017 to deal with consumer complaints.

According to statistics, in 2017, the national industrial and commercial regulatory authorities accepted 8 million 986 thousand and 100 consumer appeals, an increase of 11.2% over the same period last year.

According to Zhou Shiping, director of Consumer Protection Bureau, the focus of consumer complaints is mainly on ten aspects: clothing shoes and hats, home furnishing, home appliances, communication equipment, pportation, residential services, catering accommodation, Internet services, entertainment and rental services.

The details are as follows:

Clothing shoes and hats.

In 2017, the national industrial and commercial regulatory authorities handled 139 thousand and 400 complaints of clothing and footwear, an increase of 38.1% over the same period last year, an increase of 17.1 percentage points over the same period last year.

Among them,

92 thousand and 600 complaints, accounting for 66.4%, 46 thousand and 800 shoes and hat complaints, accounting for 33.6%.

From the point of view of complaints, 56 thousand and 800 complaints about quality problems have been dealt with in clothing and shoes and hat categories, accounting for 43.1%; 24 thousand and 800 complaints about after-sales service, accounting for 18.8%; 18 thousand and 800 complaints involving advertising problems, accounting for 14.3%.

The problem of consumer complaints is concentrated on the quality of commodities, the implementation of "Three Guarantees" obligations, and alleged counterfeiting of well-known trademarks.

。

In 2017, the national industrial and commercial supervision department received 137 thousand and 800 complaints from home furnishing home decoration, an increase of 37.8% over the same period last year, an increase of 10.9 percentage points over the same period last year.

Among them, 62 thousand and 600 complaints were made in decoration and building materials, accounting for 45.4%; 53 thousand and 100 complaints were made in furniture, accounting for 38.5%, and 22 thousand and 100 complaints were made in decoration and decoration services, accounting for 16%.

From the point of view of complaints, 43 thousand complaints about quality problems have been dealt with in home furnishing complaints, accounting for 32.7%; 35 thousand and 700 complaints involving contractual problems, accounting for 27.2%, and 24 thousand and 700 complaints involving after-sale services, accounting for 18.8%.

The problem of consumer complaints is concentrated on the quality of furniture and decoration materials, service level of decoration, construction period, price, maintenance and after-sale.

Household appliances.

In 2017, the national industrial and commercial regulatory authorities handled 129 thousand and 200 complaints of household appliances, an increase of 8.4% over the same period last year, an increase of 13.5 percentage points from the same period last year.

Among them, 28 thousand and 900 air conditioners complained, accounting for 22.3%, 26 thousand and 300 TV complaints, 20.4%, household appliances 15 thousand and 700 complaints, accounting for 12.1%, and refrigerators (refrigerators) 14 thousand and 400 complaints, accounting for 11.1%.

From the complaint point of view, the complaints of household appliances involved 46 thousand and 400 complaints about after-sale services, accounting for 43.6%, 43 thousand and 200 complaints about quality problems, 40.5%, and 10 thousand and 700 complaints involving contractual problems, accounting for 10%.

Complaints mainly focus on air conditioners, televisions, household appliances, refrigerators (refrigerators) and other common appliances. The function, quality and after-sales service level of the products are widely concerned by consumers.

Mobile phone based communications equipment.

In 2017, the national industrial and commercial regulatory authorities handled 121 thousand and 900 complaints of communications equipment, an increase of 3.2% over the same period last year, an increase of 8.6 percentage points over the same period last year.

Among them, the number of mobile phone complaints was the most, accounting for 119 thousand and 900, accounting for 98.4%.

From the point of complaint, 41 thousand and 800 complaints about quality problems were handled, accounting for 36.1%, 40 thousand and 200 complaints about after-sales service, 34.8%, and 12 thousand and 200 complaints involving contractual problems, accounting for 10.6%.

Consumer complaints are focused on the quality of mobile phones, the contents of contract machines, and the implementation of "Three Guarantees" obligations.

Vehicles that are mainly vehicles and parts.

In 2017, the national industry and Commerce regulatory authorities handled 144 thousand complaints of pport vehicles, an increase of 16.2% over the same period, an increase of 16.4 percentage points over the same period last year.

Among them, automobile and spare parts complained the most, accounting for 118 thousand and 800, accounting for 82.5%.

From the point of view of complaints, 37 thousand and 800 complaints about after-sale services, including 27.3%, involving quality complaints, accounted for 27.1%, and 36 thousand and 100 complaints involving contractual complaints, accounting for 27.3%, accounting for 26%.

The problem of consumer complaints is concentrated on the quality problems of automobile and parts, after-sales service, insurance, loan and so on.

Residents' service mainly based on beauty salon and bath service.

In 2017, the national industrial and commercial regulatory authorities accepted 92 thousand and 400 complaints from residents' service, an increase of 18.6% over the same period last year, an increase of 5 percentage points from the same period last year.

Among them, there were 52 thousand and 100 complaints about beauty salons and bathing, accounting for 56.4%, 13 thousand and 900 complaints about photography and printing, accounting for 15.1%, and 11 thousand and 600 complaints about washing and dyeing, accounting for 12.6%.

From the point of view of complaints, the complaints of residents' services involved 36 thousand and 800 pieces of contracts, accounting for 41.1%, and 11 thousand and 600 cases involving quality problems, accounting for 12.9%.

The problem of consumer complaints is concentrated on: beauty products are three no products, service effect and propaganda are not consistent; clothes are washed, dyed, cracked and shrunk, and the demand for compensation is unsuccessful; after handling the prepaid card, consumers are unable to enjoy services because of business shutting down, decoration, pfer, or even closing their doors.

Catering and accommodation services.

In 2017, the national industrial and commercial regulatory authorities received 71 thousand and 500 complaints from catering and residential services, an increase of 26.5% over the same period last year, an increase of 0.4 percentage points over the same period last year.

Among them, there were 42 thousand and 700 complaints about catering services, accounting for 59.7%, and 28 thousand and 800 complaints about accommodation services, accounting for 40.3%.

From the point of view of complaints, 17 thousand complaints about contractual complaints were handled, accounting for 25%, and 12 thousand and 500 complaints involving quality problems, accounting for 18.5%.

The problem of consumer complaints is concentrated in the following aspects: the hotel service is cancelled due to the reservation of the hotel without reason, the condition of the hotel is not in conformity with the publicity, and so on.

Internet services.

In 2017, the industrial and commercial regulatory authorities of the whole country received 65 thousand and 500 complaints from Internet services, down 1% from the same period last year, but still accounted for 5.5% of service complaints.

Among them, the number of complaints involving network access services is the largest, accounting for 55 thousand and 600, accounting for 84.8% of the complaints of Internet service categories.

From the point of view of complaints, 13 thousand and 300 complaints about contractual problems have been dealt with, accounting for 20.6%, and 3 thousand and 500 complaints involving quality problems, accounting for 5.4%.

The problem of consumer complaints is concentrated in the following aspects: frequent network breaks after Internet broadband access, delays in maintenance services, arbitrary deduction of fees, accounts stolen or props lost in online games.

Stylistic entertainment.

In 2017, the national industrial and commercial regulatory authorities received 58 thousand and 100 complaints about sports and entertainment, an increase of 53% over the same period, with a growth rate exceeding 50% over the past two years.

Among them, 46 thousand and 500 complaints were made in cultural and entertainment services, accounting for 80%, mainly in the recreational and entertainment fields such as fitness, visiting and entertainment, projection services, and so on, accounting for 11 thousand and 600 of cultural, sports and entertainment complaints, accounting for 20%, mainly in books and cultural products.

From the point of view of complaints, 28 thousand complaints about contractual issues have been dealt with, accounting for 50.6%; 4 thousand and 800 complaints involving advertising problems, accounting for 8.6%, and 4 thousand and 500 complaints involving quality problems, accounting for 8.2%.

The problem of consumer complaints is concentrated on: businesses fail to provide services normally due to untimely opening, shop decoration, closing and other reasons, and delays or refuses to refund prepaid expenses. In the process of service, there are many problems such as frequent replacement of coaches in gymnasium and water quality in swimming pools, etc.

Rental services.

In 2017, the industrial and commercial regulatory authorities of the whole country received 32 thousand and 900 complaints about leasing services, 8.9 times the same period last year.

Among them, the number of rental services based on bicycle leasing increased to 32 thousand and 900, accounting for 64.6% of the total.

From the point of complaint, it has been processed.

Among the complaints, there were 24 thousand and 800 complaints involving contractual issues, accounting for 78%.

The problem of consumer complaints concentrates in the following: Bicycle rental service is delayed or refusing to return the deposit and balance, too many malfunctions, the amount of the system malfunction is not in conformity with the actual, and can not be connected to the customer service.

More wonderful information about the world clothing shoes and hats net!