Wechat Shopping Problems, Multiple Internet Services, Become The New Hot Spot Of Complaints. Shoes And Clothing Complaints Account For The Highest Proportion

　　 WeChat shopping problem, multiple Internet services become a new hot spot for complaints

Recently, reporters from Hebei Province The Consumer Association learned that in the first half of this year, Hebei Province The Consumer Association has accepted 3345 commodity complaints, including Clothing shoes and hats There were 944 complaints in the category, accounting for 28.22% of the total number of complaints, ranking first in the category of commodity complaints, and second and third in the category of household electronics and appliances and daily commodities respectively. The provincial consumer associations accepted 727 service complaints, including 316 complaints about life and social services, accounting for 43.47% of the total number of service complaints, ranking first in service complaints, and second and third in telecommunications and Internet services respectively.

There are still many complaints about household appliances

The quality and after-sales service of household appliances are outstanding

In the first half of the year, the provincial consumer associations accepted 753 cases of household electronics and appliances, accounting for 15.63% of the total complaints, a year-on-year decrease of 42.34%. The concept of "valuing sales and neglecting service" of household appliances production and distribution enterprises has a long history, which has led to a high number of complaints about after-sales service of household appliances, including 415 complaints due to quality problems and 159 complaints due to after-sales service problems, a total of 574 complaints, accounting for 76.23% of the total number of household appliances complaints. Consumers have a strong response.

According to the relevant person in charge of the Consumer Association, the main problems of household appliances are: first, the quality of the products sold is not high, and the three guarantees period is not implemented according to the regulations, evading legal responsibilities by shifting the blame. If a customer's newly purchased mobile phone has a problem and the guarantee period is not more than seven or fifteen days, the merchant deliberately delays the time, resulting in the mobile phone purchase time exceeding the guarantee period. The consumer cannot return or replace the mobile phone, but can only repair it. Second, there are few testing institutions and high testing costs, which are difficult to meet the needs of consumers to safeguard their rights. At present, the number of testing institutions is small, the fees charged for testing are high, and some do not directly accept the testing entrustment of consumers, which cannot meet the actual needs of consumers. When there are quality problems with the goods, they are often tested by the testing institutions set up by enterprises. The credibility of such testing institutions greatly discounts consumers. Third, consumers are not satisfied with the quality of after-sales service. If the maintenance quality is not high, the problem cannot be solved after repeated repairs, and the charge price is too high, no matter whether the repair is completed or not, a charge will be charged for every visit. Some maintenance departments do not truthfully fill in the maintenance records as required, and will not return or replace the goods that meet the requirements for return or replacement, or provide spare machines if they cannot be repaired in time. Fourth, the operator failed to deliver the purchased goods to consumers in time as agreed, and did not compensate for relevant losses after breach of contract.

With regard to the problem of fictitious faults, minor defects and major repairs in household appliances maintenance, which has been criticized by consumers, the relevant person in charge of Hebei Consumer Association said that this problem has a long history, and here again reminded consumers to keep the warranty card and official after-sales telephone in the product packaging, and not to find cheap maintenance points or online maintenance personnel for "saving money", Fix minor problems into major ones.

The quality of telecommunication service is still worrying

Contract disputes are still the main cause

In the first half of the year, there were 120 complaints about telecommunications services and 58 complaints about network access services, totaling 178, accounting for 3.69% of the total complaints. Consumers have highlighted problems such as broadband and mobile phone traffic.

The main problems of such complaints are: first, the package price is not clear, the charging standard is not clear, the information is not detailed, and the operator changes the charging standard without permission, causing misunderstanding and dissatisfaction among consumers. Second, traffic charges are not transparent, and traffic roaming is not prompted or informed, such as the issue of transit traffic charges in Beijing Tianjin Hebei. The third is to change the consumption package without the consent of consumers, and the salesperson's introduction of business is inaccurate, causing misunderstanding among consumers. Fourth, the quality of service is not ideal, the stability of call and Internet access is poor, and the problems reflected are not solved in time.

Internet services become a new hot spot for complaints

Cash on delivery is not reliable

With the development of society, the time-saving, labor-saving and convenient shopping method of long-distance mail shopping such as Internet and TV has been accepted by more and more people, and online shopping has gradually become a new hot spot. However, problems also follow. The main problems are: first, quality problems. Counterfeit and shoddy goods and wrong edition. The second is that it is difficult to implement the return of goods without reason in seven days of online transactions. Third, the number of complaints on the APP platform network and WeChat shopping increased. The reason is that the network operator actually operates in a different place, or belongs to a natural person to open an online store, leading to the operator's loss of contact and inability to follow up mediation.

In addition, in the first half of the year, there were many problems with WeChat shopping. Most of them were found that the goods were not genuine after arrival. After the problems occurred, WeChat merchants had no specific business address and could not find a real operator. WeChat shopping It is a new shopping method using social platforms, and there is a regulatory gap in law. In terms of consumer dispute mediation, it is difficult to find the real information of WeChat merchants, and it cannot be solved without contact.

According to the relevant person in charge of the provincial consumer association, in online shopping, many people choose to pay on delivery. After inspection, they pay to merchants or express companies through WeChat instead of paying to third-party accounts such as Alipay. Once problems are found later, it is very difficult to return or replace goods. The provincial consumer association also reminds consumers not to think that cash on delivery is a safe way. Many problems of commodities can only be found in use, and the authenticity of goods can not be seen at a glance. It is suggested that you should follow the normal procedures of the shopping platform, so that even if there are problems, you can find the platform to solve them. If you must pay on delivery, you must check carefully before you can make payment and sign for receipt.