Consumers buy gas, group buy chaos like clusters

"Group purchase, such as no store sales complaints rose 260%, the highest rise in the first place, the restaurant set the yin and yang prices, the real price is far higher than the price; Express Merchants" Magic ", SLR camera missing; Consumers bombard mobile phone Internet traffic calculation is unclear ..." Consumer rights issues are continuing to ferment, Yesterday Guangzhou the Consumer council announced the 2011 12315 Hotline complaints Analysis, and exposed the top ten complaints hot areas.

Municipal Consumer Council Complaints department director Wang said that the 2011 Municipal Consumer Council through 12315 to receive consumer consultation telephone 147,262, receive 62449 complaints, for consumers to recover the economic loss of 40.7 million yuan.

According to the introduction, the 2011 year of complaint cases by commodity and service category two major categories to divide, commodity complaints 35496 cases, accounting for the total number of complaints 56.8%, mainly in communications equipment, household appliances, clothing footwear, computer classes, automobiles, food and other commodities, service category 26953 complaints, accounting for the total number of complaints 43.2 %, focusing on communications services, courier services, Internet services, catering services and so on.

The problems that the consumer reflects include: the communication industry charges the low transparency, the net fee collects the transparency low, the arbitrary charge, in the traveling way appears the tour guide to increase the spot, the food poisoning, loses the baggage and so on the dispute;

Hotspot 1

Electronic products and after-sale service

The uneven quality of household electrical appliances and after-sales service has plagued consumers. According to statistics, 2011 through the 12315 hotline to accept complaints of this category of cases 16420, a 29.4% increase over the previous year. Machine fault responsibility difficult to identify complaints accounted for 17% of complaints of traditional household appliances, ranked first.

Case

Appliance Parts Hikes

Household appliances in the installation process, the installation staff often to the original parts are not good enough to require consumers to buy additional accessories, but the specific accessories fees, but there is no uniform standard. Often hardware stores to sell a few yuan of things, to the installation staff rose to dozens of yuan, there are some installers, after the installation is told to collect additional material fees or high-altitude installation fees, consumer choice and the right to know both have been violated.

Home Appliance Market Competition is fierce, many manufacturers and distributors are sparing no effort to make use of holiday promotions, some consumers reflect, in the purchase of home appliances, because the sales staff to enlarge certain functions, but did not inform consumers of the machine's scope of application, resulting in the use of the future frequency of problems. Mr. Lee complained: "In a shopping mall to buy a digital camera Fuji, the merchant said to support Full HD video, the use of their own to discover that" there is no such feature.

Hotspot 2

Retail (supermarket) services

There were 12941 cases of 12315 Hotline consultation and complaints against retail (supermarket) services in 2011. Among them, the handling of complaints 10319 cases, up from the previous year 17%, the hot spot is still the price and quality issues, false discount category of complaints have 1266 cases throughout the year.

Case

"Another bottle" can't be cashed.

Guangzhou accepted the sale of expired food cases have 456 case, if the consumer calls reflect the purchase of expired, spoiled milk, sausage, peanut oil and so on; "Two sets of prices" complaints of 111 cases a year, consumers reflect more concentrated in the same goods or services, the price and actual settlement prices are different.

And some businesses do not fulfill the gift promise. such as a major brand of beverages, advertising: As long as the brand caps on "another bottle" of the jackpot, you can exchange at the place of purchase. But some supermarket sellers refused to redeem prizes for the winning consumers. There were 889 complaints about the brand beverage redemption in 2011.

Hotspot 3

Communication services

There were 9879 complaints against the telecommunications industry in 2011, compared with 16700 cases of complaints against the telecommunications industry throughout 2010, down 40.8%. Among them, there were 8967 cases of complaints, down 41.5% from the previous year. Although the number of complaints in the Communications Service category declined most significantly in 2011, the total is still in third place.

Case

The Internet package is forced to change

A long time to recharge the phone, recharge preferential conditions, many consumers are reflected in the problem. According to incomplete statistics, last year, the total number of complaints in charge of 2311 cases, accounting for the industry's 25.77% complaints. There is also the public to reflect the mobile company's own consumer 5 Yuan 100M monthly Internet package mandatory to 5 Yuan 30M online package, last year, the entire annual complaint network monthly package was changed 1095, accounting for the industry complaints volume of 12.21%.

Mobile phone, netbook network flowmeter is not transparent is also a major complaint hot spots, consumer traffic use how much has been the business of their own decisions, some consumers complain: the calculation of the flow of their own software calculated flow and mobile companies calculated the difference between the larger, the mobile company calculated charges unreasonable.

Hotspot 4

Courier Service

E-commerce is a great way to bring people a great convenience and convenience, along with the accompanying is the courier service, its complaints also increased accordingly. 2011 The whole year, Guangzhou through 12315 Hotline complaints 4708 cases, up 108.2% from the same period last year, there has been a "slow delivery", valuables disappeared and so on.

SLR camera missing

SLR camera missing

Case

Taobao on November 11, 2011 and December 12, respectively, the large-scale promotional activities, resulting in a large number of courier companies, some goods have not been delivered to the recipient in accordance with the promised time, or even the loss of goods or damage. During this period, 12315 hotline receiving and receiving complaints about express service industry amounted to 1271 cases, accounting for the annual complaint volume of 21%. Among them, 40% is Taobao sellers complain courier service to slow delivery, or damaged, lost.

Some express merchants also "Magic", leading to the missing valuables. The consumer, Mr. Lin, said last September 24 that it was worth 7000 yuan by delivering a Canon SLR camera to a company. October 5 The courier company to inform its destination, said the goods to return to the place, its agreed to return, after many times to urge said still on the way, and The courier company on October 25 but told its goods have been lost. Such complaints accounted for 16.8% of the total number of complaints received throughout the year, representing 790.

Why does the express industry complain a bigger increase? The City Consumer Council analysis, this is first of all, the industry's entry threshold low, the operators mixed. The registration of a company that deals in the delivery of small items (except letters and other items of a letter) does not require a prior approval, but only according to the general process of registration of the company, and the registered capital has no special requirements. Many small companies management level and customer requirements exist a great distance. Second, the current regulation is not up to the level of industry development. The current courier industry does not have a unified management department, at the same time due to the national distribution of the incident is often not registered, but also caused great management difficulties. The third reason is the absence of applicable law. The fourth reason is that many courier companies do not allow prior delivery of goods to sign, this not only increased the legal risk of the recipient, but also for the courier company illegally encroach on the delivery of goods provided convenience.

Hotspot 5

No store sales Service

No store sales means consumers do not buy goods at the sales counter sales model, including online shopping, television shopping, mail order services, and traditional sales mode, consumers can only through the media to provide pictures, text, etc. to buy goods, the actual appearance of goods, size, thickness, function, etc. not intuitive. This sales model is bound to be used by unscrupulous businesses. If the consumer through no store sales to counterfeit products or defective goods, the right to work will become extremely difficult, so the type of transaction disputes, involving fakes, defective products, goods not board, shoddy disputes the highest proportion.

2011, Guangzhou through the 12315 hotline to accept no store sales service complaints 3954 cases, up from the same period a year earlier, Rose 260.4%, the fastest increase.

Case

Buy Pearl River Night Meet "full" request refund was refused

Consumer Ginger in the "full network" group bought 3 of the Pearl River Cruise ticket, was told to use the purchase coupons need to advance 3 days booking location. Kang many times call reservations are in a busy state, finally once connected, but was told that the location is full, there is no vacant position available for booking, request a refund was refused.

Wang Introduction, 2011, group buying is still a hot topic. 0 yuan to buy a notebook computer, 19 yuan to eat Hotel buffet, 39 yuan to enjoy beauty salon Body Spa ... The temptation of low prices, affordable goods attracted many consumers. In the purchase process, the consumer needs to first pay the money to the site, and after the payment of goods can be delivered on time, especially the service-type consumption can be quality and quantity, become a regulatory gap, which also directly become some businesses do not fulfill the promise of the hacker phishing site roll money away and other events breeding soil In addition, as a result of group buying site entry threshold Low: Several people, several computers, tens of thousands of dollars can build a group purchase site, but also to buy the market is not the norm to bury foreshadowing. The quality of goods or services shrink, refuse to follow group buy instructions to provide goods or services, shoddy, and the kind of discrepancy is the problem of consumer complaints concentration.

Now online ticketing agents also everywhere, consumers through the network, telephone booking plane tickets, train tickets, movie tickets and so on, convenient and quick. But some consumers have met the online bad agent, the ticket, not by alteration is the date is wrong, or false ticket. In recent years, there has been an increase in complaints about foreign airlines ' domestic booking points, and some overseas airlines have no offices in Guangzhou, only a booking point, the answer to the problem is "we just booking."

Hotspot 6

Auto Sales and after-sale service

Guangzhou is one of the largest automobile consumer market in the country, 2011 new vehicle Breakthrough 300,000 vehicles, the city has more than 2.145 million car ownership (Municipal Transport Committee data), many consumers in the use, repair and maintenance process will inevitably encounter a variety of disputes and problems. 2011 Throughout the year through 12315 hotline to the car sales, after-sales service advisory complaints telephone 3555 cases, an increase of 51.73%, of which quality problems accounted for 24.8%, car aftermarket and maintenance services accounted for 39.1%, contract problems accounted for 3.5%, other comprehensive problems accounted for 32.6%. Involving enterprises including Shanghai GM, FAW Volkswagen, Changan Ford, Guangzhou Toyota, Guangzhou Honda, Geely Automobile, Beijing Hyundai and other dozens of brands.

Brake abnormal sound Maintenance 10 more than still invalid

Brake abnormal sound Maintenance 10 more than still invalid

Case

2011, the whole year to receive complaints about the quality of the car 148 cases, involving performance, appearance and many other aspects. A consumer reflects the Toyota Rui Zhi brakes, after 4S shop inspection, maintenance 10 more than still can not be solved, manufacturers can not judge the cause of quality problems come up with maintenance programs, consumers should therefore bear the risk. Such complaints are not supported by the legal support of "three packs of cars", and the idea of changing cars or returning vehicles is hard to support.

Delays in the delivery of vehicles, temporary increases in prices, disguised fare increases still exist. Auto Parts repair is a mixed bag, difficult to guarantee after the sale. Consumer Liang reflected in a car repair company maintenance gearbox, the company promised a year warranty, but the gearbox is less than six months has broken 4 times, and the wave box failure also caused other parts damaged.

Hotspot 7

Catering Services

Over the past few years the food safety situation is grim, although the state has increased the regulation of food safety in catering services, but in 2011 the whole year through the 12315 hotline to receive complaints received 3070 cases, up 113.5% from the previous year. Especially in the holidays and the end of the year the number of complaints has increased significantly, the main complaints catering sanitary conditions do not pass, "disinfection" dishes are not sanitary, there are foreign bodies in the meal, on the increase in service fees, yin and yang prices, pretexts fees and other complaints are also many.

The real charge is much higher than the price

The real charge is much higher than the price

Case

Dining in the restaurant, the actual price and settlement prices are different, many consumers have encountered such a yin and yang price. A consumer in a restaurant to eat, the restaurant plate price and the actual price is inconsistent. The real chicken price of 40 yuan, the settlement is 88 yuan, a pot price of 28 yuan, the actual receipt of 36 yuan, the price of fried tofu 28 yuan, the actual receipt of 33 yuan, the Hakka egg dumplings Package price 26 yuan, the actual receipt of 36 yuan. A total of 8 tables, each table about more than 100 yuan!

Tea location fee, open bottle fee, private room fee, minimum consumption, holiday price increase, false preferential (special) issues, has been the catering industry complaints hot spots. A consumer dining in a restaurant, the minimum consumption of the shop is 350 yuan. After the consumer ordered the staff to calculate the price, told is 200 yuan, and then ordered about 150 yuan of vegetables. After dinner, the bill will be more than 500 yuan, the merchant explained: including 10% service charge, ordering when the price did not calculate the tea location fee, service fees and other points of shahe powder costs. Consumers think such fees are too unreasonable.

Hotspot 8

Beauty Services

The dispute over beauty services is still the focus of service consumer complaints. 2011 the whole year through 12315 hotline to accept the beauty industry complaints 1083 cases, up 36.4% year-on-year. From the complaint of the merchant brand, mostly concentrated in large chain enterprises, such as the thin station, L coffee, green and thin company, point to Prepaid card services, false publicity, inducing consumption, arbitrary charges and other issues.

According to statistics, 2011 to accept the amount of more than million beauty complaints have more than 60 cases, more than 100,000 yuan more than 10. Many beauty salons do not charge the standard, forced to promote high consumption items, arbitrary charges surcharge, price, discount confusion, and did not issue any fee vouchers, increased the infringement of consumer rights evidence collection of difficulties.

Freckle Beauty has become disfigured

Freckle Beauty has become disfigured

Case

Beauty Shop in order to attract customers, exaggerated beauty effect, promise invalid refund, but consumers accept services after the business commitment to the effectiveness of the demand refund is not in sight. A woman said: in a slimming center to buy a 5000-yuan weight loss products, after each visit to the center, staff chatter to recommend, so the purchase of other auxiliary weight loss and breast enhancement services, products, total consumption amounted to more than 100,000 yuan, but completely did not achieve the effect of the center claimed, and local skin allergy, The hospital examination report showed "drug allergy".

There are also disputes over the injury caused by the unlicensed operation of beauty shops and beautician. Miss Peng in a beauty salon on September 18, 2011 to accept the "e-light" freckle service, facial burns, redness, blisters, operators said the symptoms are normal, and urged Miss Peng to continue daily to its business place to do "cleansing" care. Until November 12, the beauty salon staff to accompany Miss Peng to a number of regular hospital treatment, are diagnosed as skin level two burns, and caused by inflammation of the pigment precipitate formation of "brown spots", the doctor said the injury can not be recovered.

Hotspot 9

Housing Intermediary Services

The house is always a hot topic. According to statistics, in the city Trade and Industry Bureau registration of various types of housing intermediary companies and their branches about 6,707. Most of the city's second-hand housing transactions, leasing by intermediary companies agent services. With the State Council issued policies to suppress house prices, many small and medium-sized real estate intermediary companies can not afford to close the door, housing intermediary services, the problem of dishonesty more prominent, has become a new hot complaint. 2011 The whole year through the hotline 12315 complaints received 759 cases, up 101.9% from the previous year; the complaints enterprises in addition to Yufeng, Zhongyuan and other real estate intermediary companies, but also added to the Jubilee Real estate agent company.

The intermediary deliberately concealed the housing defects

The intermediary deliberately concealed the housing defects

Case

Wang, 2011 years of housing intermediary service complaints Hot spot and 2010 basically the same, including concealing the real situation of the house, not to return the good faith gold, the deposit, an excuse to charge intermediary service fees.

Among them, to conceal the real situation of housing complaints accounted for 50%. Some conceal the purchase of houses with a refuse compression station or substation room facilities; some conceal the common people and sell houses, and some conceal the real property rights of houses, such as houses for demolition houses, units of public housing, illegal construction or have been mortgaged to the bank, and some conceal the transfer of the House, loan amount, mortgage conditions and so on. About the sincerity of gold, the deposit of the complaint has been a hot spot in the past ten years.

Hot

10

Domestic service

In the past few years, Guangzhou domestic industry demand exuberant, month sister-in-law, nanny, etc. in short supply, wages once high. However, because of the lack of supervision of domestic industry, the quality of service is uneven, domestic service disputes more and more. The number of complaints received by the 12315 hotline in 2011 was 123, up 29.7% from the previous year.

A staff member will cheat when he encounters a dispute

A staff member will cheat when he encounters a dispute

Case

Wang said that from the content of complaints, the domestic industry mainly reflects the same problems as before: such as the quality of domestic services, property loss and personal injury, contract breach, service charges, security deposit will not be returned.

"Because the domestic industry entry threshold low, a room, two stools, a telephone, a person can open a domestic company." Do not say that the training of domestic workers, some even name can not be called out, some of the domestic workers and service personnel also together to cheat employers, there is a dispute, is to evade, mentioned compensation on the cheat, anyway closed after the shutdown and then open shop elsewhere is not difficult. Although the amount of such complaints is not large, it is difficult to mediate. "Wang said.

Nanfang Daily reporter Huliang Intern luo correspondent Ear Xiao Xuan