2018 Do You Have Any Complaints About Consumer Complaints?

Recently, according to the complaints statistics of the Zhejiang provincial consumer protection committee system, the Consumer Protection Committee of the whole province received 55248 complaints from consumers in 2018, saving 192 million 990 thousand yuan for consumers.

Among them, 554 complaints were doubled due to fraudulent conduct by operators, and the amount of compensation was 580 thousand yuan.

In 2018, the provincial level Consumer Protection Committee received 510 thousand visits from consumers.

Basic analysis of consumer complaints

According to the nature of complaints, according to the nature of complaints, false propaganda, quality problems, after sale services and contract problems are the main causes of complaints, accounting for more than 72% of the total complaints.

According to the analysis of goods and service categories, in 2018, the province's Consumer Protection Committee received 36148 complaints from commodity categories.

Among them, there were 10998 complaints of daily commodities, accounting for 30.42% of the total merchandise complaints, ranking the first among commodity complaints.

Clothing shoes and hats, household electronics and electrical appliances, pportation and food complaints ranged from second to fifth.

In 2018, the province's Consumer Protection Committee received 9730 complaints from service categories, of which 3476 were complaints about life and social services, accounting for 35.72% of the total complaints of service categories.

Sales services, culture, entertainment, sports services, Internet services and telecommunications services complaints ranked second to fifth respectively.

There are many problems in fully decorated commercial housing.

At present, our province has gradually bid farewell to the blank Housing era. For new multi-storey and high-rise residential buildings, the whole decoration is gradually being delivered, and related consumer complaints are also gradually increasing.

In 2018, the province's consumer protection committee accepted 662 complaints about housing decoration, and the most concentrated complaints were quality and contract problems, accounting for 59% of the total complaints, followed by after-sale services, prices and false propaganda.

Among them, the whole decoration of commercial housing has become a new hot spot for complaints, which often involves group disputes.

The main problems reflected in the complaint are:

(1) quality problems.

Such as wall cracking, floor seepage, water pipe leakage, central air-conditioning not refrigeration, floor heating, pavement quality problems, poor quality materials, rough workmanship, and even there are delays in the maintenance of developers, the same problem repeated maintenance situation; (2) the actual situation is not consistent with the agreement.

For example, if the hardcover is simplified, the schools and greening facilities that promise are not fulfilled, the actual decoration materials and product specifications are not in conformity with the contract stipulations. The actual delivered houses are not in conformity with the model rooms, and the demolished model rooms should be demolished in advance; (3) the price problem.

If the pool area is included in the decoration price, the price difference between the decoration quotation and the actual decoration material will vary greatly, the price of the quotation will be changed once again, and the unnecessary fees will be charged in various names.

Cause analysis:

(1) because the contract is not clear, the specific brand, specifications and other information of the decoration equipment and the verbal commitments made by the developer at the time of sale are not included in the written contract, which leads to subsequent disputes and difficulties in giving evidence. (2) when consumers face various quality problems, they often refuse to accept the house in accordance with the standard of housing delivery, and ask for the re calculation of the warranty period after the problem is solved, and advocate for the extension of the liability for breach of contract.

And developers are often willing to continue to maintain, bear the responsibility of defects warranty, do not agree to extend the warranty period and compensation requirements, resulting in greater differences between the two sides in the mediation of disputes; (3) according to the Zhejiang province "full decoration residential interior decoration project quality acceptance specification", the country before the quality inspection of the whole decoration commercial housing acceptance check system, which to some extent led to some of the whole decoration commercial housing after completion of the quality is not up to standard; (4) developers in order to seek greater benefits in the decoration of Jerry building, raise prices, disguised charges.

Recommendation:

(1) give full play to the role of building decoration industry associations in strengthening the self-discipline of the industry, and promote the integrity building of the real estate market; (2) the relevant competent departments should strengthen the supervision and punishment of the real estate industry, strengthen advertising monitoring, eliminate false advertising commitments, and implement the corporate credit archives and online publicity system; (3) the parties to the contract should make detailed written agreement on the decoration matters when signing the contract, and when consumers deliver the goods carefully and carefully, they will sign and confirm the quality and retain the evidence of rights protection.

Complaints about prepaid consumption are high.

With the rise of the prepaid consumption mode, more and more consumer complaints are coming. The focus is on hairdressing, hairdressing, fitness, education and training.

Due to the fact that the operators in the prepaid consumption area fail, change their businesses or run away in cash, they are more common, leading to complaints which are characterized by mass complaints, high value of cases and low success rate of mediation.

The main problems reflected in the complaint are:

(1) issuing prepaid cards illegally.

Some operators, in violation of the time limit and the limit of issuing cards, sell prepaid cards to the outside world within the time limit and even fail to open business, and the issuing amount exceeds the prescribed limit; (2) it is difficult to fulfill the promise of service.

Operators often promise consumers a lower discount or better service before they do the cards, do not objectively describe the service environment and facilities, and refuse to fulfil their commitments on various grounds after consumers have done the cards; (3) the terms of the overlord clause are set more.

If the prepaid card is sold without loss, no recharge, no refund or no pfer, the time limit for the use of the prepaid card can not be used or the fee must be paid for a longer period of time. (4) it is difficult to close the road and complain.

Some operators close their doors due to the broken chain of funds, and even there are some operators who are hostile to the money.

Cause analysis:

(1) the provisions of the system are not perfect enough.

For example, the adjustment scope of the Ministry of Commerce's single use commercial prepaid card management method (Trial Implementation) is limited to business legal persons engaged in commercial retail, accommodation, catering, and residential services. However, a large number of individual industrial and commercial households in reality are not bound by the rules, such as cultural entertainment industry, online education training and other business models are not within the scope of the regulation. (2) the regulatory mechanism is not sound enough.

The competent department of the single purpose commercial prepaid card in our province is the business department, but when there is a specific dispute, it often involves many departments. In some places, there is no effective mechanism for the joint supervision of multiple departments. It is easy to see that the responsibilities of the main body are not clear, the responsibilities between departments are shirking responsibility and administrative omission, and (3) industry self-discipline is lacking.

Some operators lack integrity awareness, and the quality of their employees is not high. At the same time, there is no prepaid consumption industry association in the whole province, and there is a lack of industry management and self-discipline.

Recommendation:

(1) it is suggested that our province should introduce the implementation rules of prepaid consumption management as soon as possible, and include all the operators issuing prepaid cards in the scope of adjustment, clarify the obligations of the issuing enterprises, breach of contract liability and consumer relief channels; (2) the relevant departments shall improve the supervision mechanism, strengthen routine supervision, and strengthen the seamless connection between the business, banking, market supervision and public security departments in prepaid consumption supervision; (3) strengthen industry self-discipline, establish a prepaid consumption industry association in the whole province, issue regulations on pre paid consumption, regulations and standards, and urge enterprises to self-discipline.

Long rental apartment problem

In recent years, the long rental apartment market has developed rapidly, to a certain extent, to alleviate the housing pressure of urban residents and increase the housing supply channels.

At the same time, the problem of excessive formaldehyde concentration in the long rental apartments and the frequent breakup of capital chain have aroused widespread concern from all walks of life.

The main problems reflected in the complaint are:

(1) the problem of "rental loan".

First, it infringes consumers' right to know, and fails to give reasonable obligation to inform consumers.

If consumers fail to pay the rent on time, they will also be affected by their own credit reporting.

The two is the confusion of fund management, the illegal appropriation of funds by intermediaries, resulting in the fragmentation of capital chain, bankruptcy or even malicious running, which infringes the interests of the lessee and lessor. (2) indoor air quality.

Some long rental apartments use poor quality decoration materials, which are rented after completion of decoration, resulting in excessive indoor formaldehyde, TVOC and other harmful substances, affecting consumers' health; (3) contract problems.

It is mainly reflected in the unequal standard terms such as the increase of consumer obligations and the reduction of operator's responsibilities in the rental contract, such as the unequal liability of breach of contract between the operator and the consumer, the breach of the consumer's breach of contract and the violation of the legitimate rights and interests of consumers.

Cause analysis:

(1) due to the large number of floating population in our province and the large demand for renting of urban residents, the long rental apartment operators do not worry about not having a rental market. This imbalance between supply and demand has led to a phenomenon of not paying attention to consumers' rights and interests. (2) under the mode of "rental loan", the lessee pays rent to the operators and the time of rent received by the lessor is poor, thus forming a pool of funds. Once the lack of effective management, it is likely that the capital chain will be broken and operators will go bankrupt or run away because of the misappropriation of funds.

This is undoubtedly a great risk to the lessee and the lessor. Once the operator closes or runs, it is very difficult for the stakeholders to maintain their rights to recover the funds. (3) the lack of regulatory policies in the government sector has led to chaos in the industry.

Recommendation:

(1) the departments concerned should speed up the formulation and improvement of special management laws and regulations for new rental modes such as house leasing and "rental loan", improve the supervision mechanism of the housing rental market, clarify the main body of supervision and strengthen supervision; (2) long rental apartment operators should consciously fulfill their duty of disclosure, establish standardized credit fund management mechanism, standardize their own business activities, and operate in good faith; (3) consumers should fully understand the relevant information before signing the lease contract, clarify the rights and obligations of both parties in the contract, and pay attention to retaining relevant evidence.

Tourism consumption trap for elderly groups

In 2018, the Provincial Consumer Protection Commission received 391 complaints about tourism service consumption, which increased by about 2 times compared with that of last year. The top ranking of complaints is after-sale, price, contract, quality and false propaganda.

Many of them are targeted at tourism consumption traps for the elderly, and the elderly have become the main target of fraud.

The main problems reflected in the complaint are:

(1) the quality of service has shrunk.

Such as unauthorized reduction of accommodation standards, shortening tour time, reducing travel items, delays or changing travel itineraries, etc.; (2) overdraft clauses are difficult to refund.

In the travel contract, it is stipulated that unfair and unreasonable terms, such as excessive breach of contract fees, no refund after payment, etc., still refuse to refund or withdraw only a small amount of money when consumers have legitimate reasons for not participating in the trip. (3) tourism shopping chaos.

Some travel agencies illegally collect shopping kickbacks, sell products on the road or take tourists to designated locations for consumption, or even sell fake and shoddy products, force consumption and insult to tourists who do not consume; and (4) extra charges.

Some travel agencies attract tourists at low prices, and then increase their fees after traveling.

Cause analysis:

(1) some travel agencies make use of the characteristics of information asymmetry and weak cognitive ability of consumers, especially the elderly consumers, to deceive and force consumers to cheat consumers' property by means of false propaganda and setting up consumer traps. (2) tourism consumption disputes mostly occur in tourism process, and tourists are more dispersed, obtaining relevant physical evidence and personal evidence is relatively difficult, so disputes can hardly be effectively resolved. (3) some travel agencies do not sign written contracts with consumers, oral agreements on travel time, accommodation, standards and other matters, which lead to consumers' burden of proof; (4) signing up travel agencies and the reception agencies of the performing places collude with each other and shirk responsibility, resulting in a number of disputes can not be properly resolved in a timely manner.

Recommendation:

(1) the tourism authorities should increase the intensity of the regulation of tourism chaos, require the travel agencies to strictly abide by the relevant regulations, and be honest and trustworthy, and standardize the quality of the reception service of the tourism team; (2) standardize the tour guide service activities, improve the quality and treatment of the tourist practitioners, and change the salary structure of the tour guides who have low starting salaries and rely on the tourists' shopping Commission; (3) the tourism industry should strengthen industry self-discipline, step out of the vicious circle of low price competition, and make more articles on the design and value-added services of the line; (4) consumers should consume rationally, pursue the low price, and try to refine and clarify the contract terms with the travel agency, so as to avoid falling into the price trap.

Car complaints go up

In 2018, the province's Consumer Protection Committee received 3185 complaints from cars and parts, which still belonged to high incidence areas.

There were 1095 complaints about quality problems, accounting for 34% of the total complaints, followed by contract problems, after sale problems, false propaganda, price issues, security issues and counterfeiting.

The main problems reflected in the complaint are:

(1) quality problems.

Such as engine, gearbox, chassis, dashboard and other major components in the use of not long time, there are oil leakage, leakage, idle speed is not stable, dial is not allowed and so on; (2) after-sale problem.

If the three package service is not performed, the repair can not be fundamentally eliminated after the vehicle has problems, and (3) contract disputes.

The contract stipulations on rights and obligations of consumers and operators are not clear and unequal. The liability for breach of contract is not clear. When disputes arise, consumers can not effectively protect their rights according to the contract. (4) operators cheat.

If the second-hand car is sold as a new car, it will tamper with the itinerary without accident, and refuse to inform it. (5) the promise is not fulfilled.

When buying a car, the salesmen promise to give the car navigation, fuel card, free film, car decoration or other subsidies or subsidies unfulfilled.

Cause analysis:

(2) production enterprises and sales enterprises are shifting responsibilities with each other, so that some disputes can not be resolved in a timely manner. (3) second-hand car trading market operators use consumer information asymmetry and limited resolution capabilities to implement the sale of accident vehicles and scrapped cars, tamper with second-hand car odometer and other fraudulent practices, infringe on consumers' right to know; (4) part of the 4S stores in order to retain customers in the long run to launch some life-long service items when they sell vehicles, once the 4S shop closes, manufacturers or other 4S stores are unwilling to take over such services, and easily lead to group disputes; (5) verbal propaganda and commitment to sales staff are not written into written agreements, and lack of supporting evidence such as audio and video recording, resulting in difficulty in proving evidence. (1) some of the after-sale maintenance personnel are of poor professional quality, poor maintenance technology, and lack of standardized vehicle maintenance industry, resulting in frequent after-sale problems.

Recommendation:

(1) car dealers should establish a sense of responsibility for who sells who is responsible, operate in good faith according to law; (2) speed up the standardization and development of vehicle maintenance industry and improve the quality of maintenance personnel; (3) consumers should buy regular and strong after-sale dealers when purchasing goods of high value such as automobiles, especially when buying second-hand cars.

Cross border online shopping is not always reliable.

In recent years, the cross-border electricity supplier industry is booming, and more and more consumers choose to shop online through cross-border e-commerce platform.

With the rapid development of the industry, many problems such as the sale of goods and the difficulty of returning goods are also frequent, which infringe on the legitimate rights and interests of consumers.

The main problems reflected in the complaint are:

(1) the issue of selling tickets.

Some cross-border e-commerce platforms promise to "guarantee genuine", "fake one lose ten" and "whole journey to the source", but they still frequently sell the problem of selling goods. In the face of consumers' queries, they refuse to recognize sales, refuse to pay ten, refuse to provide relevant purchase vouchers, and change the original place randomly, and (2) quality problems.

Some of the products whose quality is not up to standard and defective are inflow into the domestic consumers through cross-border electricity supplier channels; (3) the issue of returns.

Part of the cross-border e-commerce platform does not support no reason to return goods, only support quality problems, packaging breakage, goods and description do not match, the wrong goods and other reasons for return, some commodity categories do not support no reason to return; (4) discredit.

Such as the cancellation of user orders at random, the leakage of user personal information, the inconsistency between the description and the actual situation, the discrepancy in the delivery time, malicious attacks on consumers, and speculation in the brush list.

Cause analysis:

1) with the improvement of living standards, more and more consumers choose to buy imported products in pursuit of a better quality of life, and think that imported products are better than domestic products. Some illegal businesses aim at this business opportunity, and become the source of sale by way of small workshops. (2) there are problems in purchasing channels of part of cross-border business operators, and consumers are also unable to distinguish between genuine and fake products by forging customs declarations and fictitious products, etc. (3) operators use information asymmetry, network anonymity, and inadequate management to infringe on consumers' rights and interests. Consumers who buy fake or defective goods are difficult to safeguard their rights due to factors such as operators' disapproval of returns, cross-border returns and long logistics cycle. (

(4) before the formal implementation of the e-commerce law, there is no special legal restriction on e-commerce operators in China. Many cross-border e-commerce platforms advocate that domestic laws should not apply to the grounds of registration abroad.

Recommendation:

(1) according to the latest provisions of the electronic commerce act, overseas operators are also subject to the adjustment of the law.

E-commerce operators should strictly regulate their own business activities and operate in good faith according to the newly promulgated "e-commerce law". (2) e-commerce platform should formulate platform service agreements and trading rules in a fair and reasonable manner, strictly fulfill the statutory obligations of operators, identity, commodity, service information, auditing, registration, reporting obligations and information publicity. (3) consumers should strengthen awareness of risk prevention and awareness of rights protection, choose shopping platforms with high reputation and good reputation, do not buy cheap and protect rights reasonably.

Frequent complaints about clothing, shoes and caps

In 2018, the province's Consumer Protection Committee handled 6247 complaints of clothing and footwear, accounting for 17.3% of the total complaints of commodities, ranking second in commodity complaints.

Among them, there are 2360 quality problems, accounting for 37.8% of the total complaints, 1636 false propaganda, accounting for 26.2% of the total complaints, and the rest of the complaints are followed by after-sales service, counterfeiting, contract and price issues.

The main problems reflected in the complaint are:

(1) quality problems.

If there are quality defects such as breakage, opening, pilling, fading and deformation, the shoes will be degumming, fading and breaking, and so on. (2) false propaganda.

The problem of false propaganda often occurs in online shopping. The seller misleads consumers by making false descriptions of the fabric, style, color, size, origin and so on, and deceives consumers by false price promotion measures such as raising prices first and then reducing prices; (3) after-sale service.

If there is a quality problem in the purchase of shoes and hats, the operator fails to fulfill the "three package" commitment, refuses to return or repair or compensate for the request. Online shopping fails to perform seven days without reason to return the goods, because the quality problem is returned and the goods are not willing to bear freight, etc. (4) counterfeiting.

Some sellers sell counterfeit brands and OEM products to deceive consumers.

Cause analysis:

(1) the market of clothing and shoes and hats is not good, and the quality is different. In addition, when the operators are not strictly inspected, the clothing items with quality problems are inflow into the consumers' hands. (2) the operators of electronic commerce platforms fail to examine and supervise the operators and commodities in the platform, resulting in the sale of fake and shoddy products on the platform. (3) because of the low price of clothing shoes and hats, some consumers will admit their bad luck because of the high cost of quality inspection, the time consuming and hard work of safeguarding their rights.

Recommendation:

(1) e-commerce platform should strictly implement the management obligations of operators and commodities on the platform, take seriously consumer complaints and reports, and help mediate consumer disputes; (2) consumers should pay attention to sellers' reputation and evaluation when purchasing clothing, shoes and hats and other commodities, carefully check whether there are defects in merchandise, keep good shopping receipts and other consumer vouchers, and promptly take photos, retain evidence and contact with sellers after finding problems.