Nearly half of the respondents to the internet when they bought a website infringement

In recent years, E-commerce sites (hereinafter referred to as the Electric business site) in the lives of people play an increasingly important role. This year's "Double 11", many of the electronic business site has made a stunning sales performance. But at the same time, a number of electronic business sites violate the interests of consumers are also constantly exposed.

Last week, China Youth Daily Social Research Center through the Sohu Network and public opinion China network, the survey of 1343 people showed that 96.5% of the respondents had the experience of shopping on the website of the electric dealer, nearly half (49.8%) of the respondents had been in the situation of infringement of the website of the electric dealer. For the current China's electronic business site in the protection of consumer interests performance, only 27.6% of people to give positive evaluation.

What are the consumer's most frequent violations of the website?

In October this year, see Gome Online Mall has rebates, Mr. Chen, who lives in Wenzhou, Zhejiang, bought a 12127.html "> Apple notebook computer, won the value of hundreds of yuan of electronic shopping vouchers (by the Gome Online mall issued, after the site shopping can be used as cash editor note)." But after a few days, when he wanted to buy something with a shopping voucher, he found that the account was not logged in. Contact with customer service personnel only to know that their accounts have been stolen, shopping vouchers have been used.

Mr. Chen told reporters, in the Gome online mall with the customer service staff communication, a good attitude at the beginning, but to determine the responsibility, their attitude immediately came a 180-degree turn. "Their attitude is very bad, only contended they have no responsibility, let me go to the police." ”

On Weibo, Mr. Chen found that many people had been robbed of their accounts after they had shopped in Gome's online mall and got coupons. According to his statistics, the current identification account has been stolen more than 20 people, many people get the answer is the same as the mall is not responsible for their own to the police. "We are shopping on their website, the account is inexplicably stolen, which can be seen as Cash coupons are also missing, do they not have any responsibility?" Every time the customer service phone is difficult to get through without saying, this attitude is difficult to accept. ”

At the beginning of July, Mr. Zhao in Tianjin saw a gas water heater on the website, which was clearly written on the warranty for three years. He knew that according to the general rules of the country, this product also warranty for one year, so he deliberately call to Suning easy to buy customer service personnel inquiries. The answer is that the three-year warranty is on the basis of national regulations, manufacturers promise to extend, please feel free to buy.

However, when the water heater to the home, Mr. Zhao found that the product manual is only written on the warranty for one year, can not find any warranty on the three-year statement. He immediately called Suning Purchase customer service requirements to provide a warranty of three years of text proof, the other party is clearly told not to show. "Is it not obvious that it is false propaganda and deceiving consumers?" Who will oversee this behavior? ”

What are the consumer's most frequent violations of the website? The survey showed that the top priority was "Exchange difficulty" (47.2%), followed by "Price fraud" (40.1%), and the third place was "selling fake and inferior products" (38.2%). Other: "Can not Inspect" (36.6%), "Do not open the invoice" (36.5%), "Enjoy" three packs of "service difficult" (32.2%), "Ignore the complaints" (30.8%), "service calls difficult to get through" (21.9%) and so on.

88.2% respondents made it clear that if the infringement of the website of the electric dealer would be abandoned

China E-commerce Research Center researcher Yia Jianfang told reporters, in recent years, with the rapid development of E-commerce, electronic commerce website advertising can be overwhelming, but at the same time, violations of the interests of consumers increased, complaints volume growth rapidly. Take the consumer account to be stolen for example, this exposes some electric dealer website to have the short board in the network security construction, to the user information security protection consciousness lacks.

"In the face of the infringement of the electric website, consumer protection is very difficult." "The Beijing Bar Association Consumer Rights Legal Affairs Professional Committee director Chu Baochang lawyer pointed out, on the one hand, because the website information has the instantaneous characteristic, the consumer is difficult to save the evidence to carry on the proof; on the other hand, online shopping is generally small, very few people will use the legal weapon rights for hundreds of yuan, generally He said, because the consumer single rights are difficult, it is urgent to establish consumer groups to safeguard the public welfare organizations, on behalf of not specific consumer rights.

In the survey, 88.2% of respondents made it clear that they would not continue to shop on the website if they had infringed on the website.

Yia Jianfang said, now the net buys the consumer to deliver the speed, the logistics speed, returns the Exchange service and so on each aspect request to be more and more high, the electric business website wants to retain the consumer in the competition, must in optimizes the user experience to work hard, uses the service to win the consumer the Trust.

"The electronic commerce market needs to be regulated as soon as possible. Professor Mechauzou, deputy Director of e-commerce Expert committee of China Electronic Society, said that the majority of countries now have legislation on the electric business industry. Faced with many problems in the development of electric business, we must speed up the progress of legislation in this new field.

"Although the electrical business industry has developed rapidly in recent years, but in the total retail sales of the whole society, after all, only a small share of about 5%, the future development of a long road." The Electric Dealer website wants in the future to be good and fast development, in the present must pay attention to the consumer benefit protection. Only by winning the recognition and trust of consumers, the industry will have a healthy development foundation. "Mechauzou said.