In the first half of our province, consumer complaint hotspots were announced

3.98 million yuan in injection "stem cells" and "free lectures" are actually free of free

I ate the wire of the wire ball in the takeaway food to report to the merchant. After the injection of "stem cells", it was found that the physical indicators of the body did not get better ... On July 8th, the statistical analysis report of consumer complaint information in the first half of 2022 in our province was released, and related typical cases were announced.

The report shows that in the first half of 2022, the province's all levels of the protection consumer rights committee (including the urban consumer association) accepted 26,709 consumer complaints, of which the total number of complaints for the quality of goods and service quality was still consumers. The main aspects of complaints; many problems in the fields of food safety, elderly consumption, prepaid consumption and other fields have become a new round of complaint hotspots.

Six major complaint hotspots

1

Product quality complaints are high

Product quality is the primary evaluation criterion of consumers' satisfaction of product satisfaction. However, consumers and businesses often controversy for the reasons for the quality of product quality and proof. Product quality complaints are mainly manifested in the following three aspects: First, the product has problems that affect the use in the short term, such as fading, deformation, fabric kiches in the clothing, and the quality of the shoes, fading, and disconnection of the shoes; the second is the product label The ingredients marked are inconsistent with the actual; the third is that the purchased products are inconsistent with the sample or product description.

【related case】

On April 24 this year, consumer Mr. Li complained to the Consumer Rights Committee of Jingshong that he purchased a set of sofas sold by a Sichuan furniture sales company on a platform. Naked outside, sofa legs unequal quality. Mr. Li passed the platform complaints, the platform intervened in consultation, and the merchant agreed to the refund of the logistics. But when logistics came to pull the goods, the merchant refused to refund and attitude was bad. After the interpretation of the Honghong Municipal Consumer Council, the two parties reached a mediation agreement to refund the full amount by the merchant.

2

Takeaway food safety problems frequently

Food safety is related to the "safety on the tongue" of the people. The data shows that in the first half of 2022, 3,701 food complaints were involved in the number of food categories, and the number of complaints increased. The problems reflected by consumers were the deterioration of foods and fresh foods for takeaway platforms. Wait.

【related case】

On September 9, 2021, Consumer Ms. Li called the Jiang'an County to protect the Consumer Rights Committee to complain that it had a hamburger package on a takeaway fried chicken restaurant on a takeaway app, but the meat was not fried or blood stains. Subsequently, Ms. Li immediately contacted the merchant, but the merchant's phone could not be connected. Eventually, through the mediation of the county consumer committee, merchants apologized and compensated consumers.

On April 26 this year, consumer Mr. Yang complained to Pyeongchang County Protection Consumer Rights Committee that he spent 30 yuan on a takeaway platform to order a dumpling and porridge. The merchant reflected no results. After mediation, the operator apologized to consumers and made 3 times compensation at the payment price.

3

Prepaid consumption refund is difficult to protect rights and defending rights

In the past six months, in industries such as education and training, catering, fitness, beauty and hairdressing, prepaid consumer group complaints caused by operators closed, changing business places, service content and other issues have increased. The main manifestations are: merchants run for roads, consumers are difficult to protect their rights; overlord clauses appear frequently, consumers are difficult to refund; merchants promise not to be fulfilled, consumers are difficult to obtain evidence; merchants change the agreement, and consumers are difficult to cancel the contract.

【related case】

On April 24 this year, the Fushun County Protection Consumer Rights Committee Fu Shi Film Differential Film Conference received a complaint from consumer Ms. Deng that it purchased 18,800 yuan of beauty projects at a beauty club in Fushun County, but after using the project for a period of time Jia, the application for refund was rejected. The merchant claims that the project has been marked on the card surface. The project is a special project. If you want to refund, you should deduct the consumer parts. At the same time, you cannot enjoy the discount. After accounting, Ms. Deng not only could not get a refund, but also owed the club fee. After mediation by the staff of the county consumer committee, the operator returned 7,000 yuan to consumers at a discounted discount.

In March of this year, the Provincial Consumer Consumer Committee and the Chengdu High -tech Zone Consumer Association successively received complaints from consumers, saying that Chengdu South Three Episodes Catering Co., Ltd. suddenly closed the store to stop the business, and the consumer stored value card had no money. The operator has been entrusted for various reasons and refused to bear the responsibility for refund. After the two -level Consumer Commission organized the linked power, the Chengdu High -tech Zone Consumers Association passed the foreign announcement to collect consumers who could not refund the refund, and organized a team of lawyers to guide the support of consumers' collective lawsuits. On May 31, the person in charge of the company took the initiative to contact consumers to communicate the refund. At present, all consumers have received all refund.

4

Elderly consumer routine

With the acceleration of the aging process, the new situation and new problems in elderly consumption have become increasingly prominent. Many merchants have set up consumer traps through false propaganda to sell health products, investment wealth management products and services to elderly consumers. The behavior of legitimate rights and interests has also aroused widespread society.

【related case】

On May 14 this year, Mr. Li complained that he visited a base to a certain brand management Co., Ltd. through a travel agency. The company's staff exaggerated the company's vinegar ointment products to soften cardiovascular and cerebrovascular assistance and guide the elderly to purchase vinegar cream worth 8,000 yuan. Consumers believe that the merchant is suspected of false publicity and requires a return. After mediation by the Consumer Rights Protection Committee of the Consumer Rights and Interests, the merchants agreed to refund the full amount. In March of this year, Ms. Yang, 81, complained to the Provincial Consumer Commission that it was invited by a salesperson of a biomedical Co., Ltd. to participate in free dinner and health lectures in July 2020. Low force can enhance immunity by injection stem cells. Ms. Yang paid 39,800 yuan to receive "stem cells" injection, but went to the hospital for examination in September of the same year and found that the physical indicators were not better and suspected to be deceived. After many mediation, Ms. Yang received all refund.

5

Gold and silver jewelry new craft concept is blurred

The cases involved in gold and silver jewelry complaints are mainly: the activity rules are unclear, and the additional conditions of "one -bodium" and "full retreat" are unknown; new materials, new craftsmanship concepts, prices, and weights are incomplete. Do not fulfill it, "free change for life", "repurchase at any time" and other publicity as gimmicks.

【related case】

On March 19 this year, Mr. Luo, Consumer Luo, Anyue County, complained that he participated in a golden shop replacement gold promotional activity and bought a gold bracelet for a one -bot price of 146 yuan. Mr. Luo believes that the clerk only emphasizes the workmanship and has not informed the gram of heavy. The newly replaced the bracelet is only 8 grams, which is unreasonable. Then he asked to recover the same weight of gold, which eventually had no fruit. After the Anyue County Protection of the Consumer Rights Committee patiently mediation, the two parties reached a settlement agreement, and consumers made up the difference to replace other jewelry.

On April 19 this year, Ms. Yu complained to the Consumer Rights Committee of Leshan City that it spent 1707 yuan in a jewelry shop in Shawan District in 2014 to buy a diamond ring. Essence On April 12, Ms. Yu found the merchant to return the ring, but the merchant refused to refund it. After mediation by the staff of the Consumer Commission of Shawan District, the two parties reached a mediation agreement, and the jewelry shop refunded 1707 yuan for consumers to purchase rings at the original price.

6

The level of after -sales service needs to be improved

From the statistical data, after -sales service complaints ranked second in the ratio of complaints, compared with the same period last year, the upward trend was obvious. Such complaints involve daily department stores, home appliances, transportation, communications products, house decoration, living services, etc., which are mainly reflected in: ingenuity, charging high working hours and materials costs; , Replace the accessories that do not need to be replaced; some maintenance agencies are "charged with good times" to package the poor quality accessories into the so -called "original accessories"; dishonesty fulfill the obligation of after -sales service, and attribute quality issues to human damage without authorization. Provide "three packages" services, etc.

【related case】

On May 10 this year, Wang went to Wangcang County to protect the Consumer Rights Committee that he purchased a TV network receiver in a certain electrical maintenance store operation department operated by Zhang March 1 on March 1 this year. In May, the TV network receiver failed. Wang found Zhang's request for maintenance. Zhang refused to repair on the grounds that the TV network receiver had been used for more than one month. After mediation by the Wang Cang County Consumer Commission, Zhang replaced a new TV network receiver for consumers and installed it for free.

On April 13 this year, consumer Mr. Wu complained to the Zaoshan Park Branch of the Consumer Rights Committee of Guang'an City that he customized his wardrobe and cabinet in a home store in Zaoshan Park, Guang'an on January 5 this year, but operators The size of the goods provided is insufficient. The height of the wardrobe is 2 cm and the cabinet length is 7 mm. Mr. Wu contacted the operator many times, and the operator did not deal with it. After mediation, the operator agreed to go to the consumer's home again to measure and return the furniture to the factory.

Four major rights protection suggestions

In response to the above -mentioned consumption hotspots, the Provincial Consumer Commission put forward the following four aspects of rights protection suggestions.

1. Consolidate the main responsibility of the operator and realize the legal rights and interests of the consumer. The operator is the first responsible person. We must consolidate the responsibility of the operator and not to avoid the liability and keep the room in order to force the operator to operate in integrity. It is necessary to strengthen product quality management, benchmark advanced production standards, promote the quality control of the entire link, and effectively maintain quality and safety. It is necessary to improve the level of after -sales service, unblock consumer complaint feedback channels, respond to consumer demands in a timely manner, build a rapid reconciliation mechanism, reduce the incremental complaint from the source, and optimize the consumer environment.

2. Focus on consumer hotspots and difficulties. To eliminate the bottleneck of consumer rights protection, we must call on the Internet platform enterprise to fulfill the responsibility of the platform's supervision and effectively protect the personal, property, and information security of consumers. It is recommended to promote legislation, and make scientific and reasonable settings for third -party fund supervision, card issuance conditions, consumer rights and interests involving prepaid consumption in prepaid consumption, solve the way to run money, "hit a shot and change a place" , The operator's illegal cost is low and the cost of rights protection of consumers is high. It is necessary to pay attention to the protection of the overall rights and interests of consumers, to involve group consumer complaints, optimize the environment for the rule of law of consumer rights to protect the rule of law, and form a governance model that is based on the reconciliation of the parties, supplemented by the consumer committee, and litigation.

3. Pay attention to the problem of elderly consumption, and build a social co -governance pattern with the acceleration process of aging, and the phenomenon of infringing the legitimate rights and interests of the elderly consumers is increasingly prominent. Especially for health care products, pension service products, investment and wealth management, complaint issues are concentrated. Rest assured and comfortable elderly consumption environment, guide the scientific and rational consumption of the elderly, and promote the sustainable and healthy development of the silver hair economy. On the one hand, we must strengthen departmental linkage and make every effort to protect the rights and interests of elderly consumers. In the sales process, operators often do not show their business qualifications and do not open invoices. In order to avoid supervision, it is difficult for consumers to lock the real operators behind different entities. The field of elderly consumption complaints involves many areas and is divided into different departments management. The information interoperability mechanism should be established to improve the efficiency of the processing of consumer complaints. On the other hand, we must strengthen consumer education and enhance the ability of the elderly to understand fake fraud. 4. Strengthen consumer education and improve consumer rights protection capabilities. The current consumer format and model have undergone profound changes. Consumers should treat merchant propaganda rationally. Actively learn about rights protection and protect their legitimate rights and interests. It is necessary to strengthen the study of laws and regulations to understand the types of rights and interests; learn to go to pseudo -pseudo -consciousness, and learn about various pseudo -scientific concepts and false propaganda routines; make good use of the evaluation mechanism and help the construction of integrity consumption environment. At the same time, consumers should pay attention to collecting evidence in consumer activities, and consciously retain information, web pages, videos, chat records, verbal commitment recording, payment vouchers, etc. Article 39 The reconciliation, complaints, reports, arbitration, litigation and other methods stipulated in accordance with the law to protect their rights in accordance with the law.

Sichuan Rule of Law Daily-Rule of Law Sichuan News Client reporter Liu Wenhui

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