Shulou(Shulou.com)11/24 Report--

Thanks to CTOnews.com netizen Xiao Zhan for the clue delivery! CTOnews.com February 16 news, February 15, China Consumer Association (hereinafter referred to as "China Consumer Association") released on the official website "2022 National Consumer Association organization acceptance of complaints analysis." Data show that in 2022, the National Consumer Association accepted a total of 1.1519 million consumer complaints and resolved 915800, with a resolution rate of 79.5%, recovering 1.378 billion yuan in economic losses for consumers. Among them, 18032 complaints were doubly compensated for fraudulent acts committed by operators, with a doubling compensation amount of 4.53 million yuan.

According to the nature of the complaint, after-sales service problems accounted for 33.73%, contract problems accounted for 26.56%, quality problems accounted for 19.81%, price problems accounted for 4.54%, false publicity problems accounted for 3.87%, safety problems accounted for 2.78%, counterfeit problems accounted for 1.30%, human dignity problems accounted for 0.90%, measurement problems accounted for 0.69%, and other problems accounted for 5.82%.

CTOnews.com noticed that the online member recharge service was named by the China Consumer Association because of its various routines. The China Consumer Association said that the main problems in the field of online membership services are: first, the "doll-like" charging of the intelligent TV platform has caused consumer dissatisfaction. Because the resources of each module in the intelligent TV system are independent of each other, consumers are still unable to watch all the video content. Second, the experience of video platform membership service is not good. The video platform restricts the mobile phone screen function of the original member users, and it is necessary to purchase more expensive value-added member services if the restrictions are lifted. Consumers are paying more and more, but the experience is greatly reduced. Third, the love and marriage platform membership service is in disorder. Some love and marriage platforms charge high service fees, but the actual service is not up to the agreed standard, and some are lax in the examination and control of member information, and even provide "marriage trust" fictional friendship and marriage demand to deceive consumers. Fourth, the network membership service is automatically renewed by default. Some online membership service platforms first induce consumers to use them free of charge, and renew them automatically without fully informing them or effectively reminding them of their expiration.

Take the case published by the China Consumer Association as an example. In May 2022, Mr. Cai, a consumer, complained to the Shenzhen Consumer Council that he purchased the cloud service of an Internet company in May 2021. In the process of using the cloud service, consumers will stop using it since June 2021 because the cloud service cannot upload more than one file at a time. In May 2022, consumers received a renewal notification email from the company, so consumers logged in to the system before the automatic deduction and chose to turn off the automatic renewal service, but the company still deducted the service fee for the second year.

In this regard, the China Consumer Association said that consumers pay extra membership fees to buy more professional service content and better consumer experience, but some businesses deviate from the nature and original intention of member services, blindly pursuing profit "routines" to harvest consumers, greatly reducing consumers' consumer feelings and experience. Consumers should pay attention to the specific rights and interests of members when choosing member services, confirm and retain evidence with merchants for vague statements, and complain to relevant administrative departments or consumers' associations in time when their rights and interests are infringed.

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