Online shopping disputes make consumers "head big"

With the continuous development and popularization of the Internet, online shopping because of its convenience, fast, cheap and so on, and constantly be accepted and recognized by people, however, with the increasing popularity of online shopping, more and more network consumer disputes have become the majority of netizens "head big" one of the factors. March 14, the reporter from the Hainan Province 12315 command Center learned that 2011 the center received online purchase complaints 40, the year-on-year increase of 7 times times.

Online shopping disputes make consumers "head big"

Last March, Haikou's Miss Fancy a new LG GD510 mobile phone, because the same model of the phone in Taobao price is much lower than the price of Haikou entity shop, so, Miss chose Taobao on a location in Shenzhen shop to buy the phone.

Get the right phone, Miss Dong Fondle admiringly, and invoices, warranty cards and so readily available. Who expected that the phone in the use of less than 10 days after the screen appeared on a long black line, so, Miss and the store's customer service has been contacted. Because the purchase time is extremely short, therefore, the service attitude is very good, in the harmonious communication, the shop agreed to miss Dong free repair mobile phone, and bear all the freight, nearly two weeks after Miss got the repair of the mobile phone.

However, after the repair of the mobile phone in the use of less than half a month later, there is a black screen problem. Miss think by looking for shop customer service back and forth mail more trouble, take the mobile phone and invoices and warranty card wait until the Haikou LG after the independent maintenance. Surprisingly and angrily, through the After-sale department of testing, staff told Miss, her mobile phone is a refurbished machine, not after the sale of services within.

On that day, Miss Dong and shop customer service once again made contact, when the other party learned that the intention of miss, service attitude, and the first time the performance of the negotiation is different, and repeatedly dodge. In Miss repeatedly request, customer service, can help Miss repair mobile phone free, but need Miss Dong herself bear all the freight. Miss was very angry and protested, so she warned the shop customer service: "If you can not bear the freight, then I apply for Taobao intervention, complaints you." "Shop customer service This just compromise, so promised to help Miss Dong again repair mobile phone, together with the shipping costs."

When the second received the repaired mobile phone, Miss Heart mixed, this thought this matter again no waves, who had thought, just two months later, the phone will be completely broken off, no longer normal use. Miss Dong pressure to live in the fire again Taobao find the shop, who knows, this shop has already because of consumer complaints Taobao seizure, so, an annoying LG mobile phone so in the hands of Miss turn a circle, leaving a series of troubles silently abandoned in the side.

Like Miss, Haikou, Miss Wang online buy ktv coupons, but when she took the consumer coupons to consumption, but by KTV are no box or various reasons refused to provide services, which let Miss Wang very angry.

In order to give his girlfriend a birthday, Haikou, Mr. Zhong ordered a look very exquisite 8-inch birthday cake, originally ready to get his girlfriend to favor, but do not want to wait for the cake sent, and not so "big", than the normal 6-inch cake is smaller.

Consumers "Restless" after the "pit"

Reporter in the interview found that these nets to buy "pit" case and a few, but many consumers in the online consumption "pit", but do not know how to better safeguard their legitimate rights and interests.

"After being cheated on online shopping, I don't know who to complain to." Ms. Li in Haikou told reporters that most of the shops on the Internet were in the field, and that their reporting to the local business sector was of no avail.

Ms. Li said, in addition to the shopping site complaints, there is no other way, but because in the shopping process does not pay attention to the preservation of the relevant evidence, leading to the road is difficult, coupled with complaints procedures more cumbersome, they can only "consider themselves unlucky."

In a survey of online data, more than 30% of respondents said they chose to "be unlucky" when they met the "pit" of online shopping. ”

Business sector: Online shopping infringement should be timely complaints

Hainan Province Bureau of Commerce and Industry 12315 Command Center data show that 2011 Hainan Online shopping complaints number is 40, have been completed. Accounted for 0.22% of all complaints in the same year, an increase of 7 times times year-on-year.

These complaints mainly related to restaurant consumption, home appliances consumption and entertainment services consumption. The main complaint is the net purchase of consumer coupons after the business does not exist or the consumer operators said that has been consumed, not clearly informed consumers have additional conditions exist hidden consumption, goods received after the goods are not version.

According to the 12315 command Center related responsible person, in dealing with these complaints, due to online shopping rights and the existence of the burden of proof difficult and online shop operators regional space span and other objective factors, the business sector to deal with a certain degree of difficulty.

The person responsible for the proposal, consumers in the network after the infringement, should be timely to the industrial and commercial complaints, in addition, can also be to the site of the Association of Consumer Associations complaints, but also to the local association to complain or take judicial channels.

General Administration of Industry and Commerce issued documents to standardize online shopping

Recently, the State Administration for Industry and Commerce issued the "on the strengthening of network group buying management of the views" (hereinafter referred to as "opinion") to standardize the network group buying market operation order, and maintain the legitimate rights and interests of network consumers and operators. The views of the industrial and commercial organs at all levels, to the good network group buying market access, urging group buying site to effectively fulfill the responsibility to strengthen network supervision and inspection and administrative law enforcement work, increase the crackdown on various types of network buying illegal activities. (Reporter Maure Liu Yan)