Public comment After the interview apology consumers, has properly handled 177 cases of complaints

Yesterday, the City consumer security committee publicly interviewed the public comment network.

Tang Jianshing, Deputy Secretary-General of the city, said that the reason for the interview is the company's New Year's Day after the number of complaints increased by twice times the same period last year, the second is reflected in the case of more and more representative, such as the cost of not buying a group purchase, unqualified businessmen openly participate in the

Among them, particularly noteworthy is the Consumer Protection Committee mentioned, if the consumer does not actual consumption after buying, participate in the business will refund the money to the public comments, and the public comments are "conveniently loaded into their own pockets." In the face of the above accusations, the public comments on the network in the interview are mostly noncommittal.

Less than 3 months of complaint 182 times

Tang Jianshing said that the initiation of interviews with the public comments on the idea of the direct "fuse" is a Beijing consumer complaints this year.

The content of the complaint is that customers in the public comment on the purchase of a "one meter Sunshine" restaurant buy coupons, and so consumers came to find the shop has closed. Afterwards, the Shanghai Municipal Consumer Protection Committee related staff to investigate the shop, found that "one meter of sunshine" and did not operate the qualification of catering, and the public comment on the signing of a South Korean people. "How can individuals comment openly for group buying?" The staff found the problem.

Since then, the city of the Consumer Protection committee staff to comment on the public complaints, found that since the New Year's Day to March 23, on the public comment on the complaints have 182, far more than the same period last year, 54 pieces. "Double the data, a description of group buying, network consumption development quickly, but also to explain the public comments on the scale of development to the present, we must further planning its management." "Tang Jianshing said.

To this end, the city's Consumer insurance committee yesterday publicly interviewed Han Hai information Technology (Shanghai) Co., Ltd. (that is, the public comments). In the interview letter, the Consumer Security Committee clearly pointed out that the interview with the general manager of the enterprise, however, the same day appeared in the interview only the company's 1 legal department heads, 2 Public affairs department head.

Contract exposes no refund secrets

At yesterday's interview, the city's Consumer Insurance committee pointed out that nearly 40% of the complaints were rejected for refunds. Public comment on the customer does not use the purchase service, did not actively contact the refund, but to expire on the basis of the refusal to refund.

In this respect, the public comments legal department personnel Haiquan said, in accordance with company regulations, in addition to fresh and so easy to expired food and personal customization services, in most cases, consumers if there is no actual consumption, can request a refund.

However, the claim was dismissed by a large number of complaints. If many consumers reflect, group buy Motel 168 Hotel 99 Yuan Special room, etc., in case of not use, request a refund but was rejected.

Where is a lot of money without spending? The public comment on the presence of people can not answer, said "not very clear, to go back to check."

The City Consumer Insurance Committee subsequently issued a cooperative merchant (Party a) and the public comments (party B) of the contract gives an explanation. The contract says, as party B's mass comment net, "if party B actually pays the total amount higher than the purchase coupon collection net amount, the party a (initiates the group buying company) should in three working days according to the actual purchase coupon voucher number, returns the party B to pay more amount." ”

"In other words, the money returned to the public comments, as a source of its profits." "said Tang Jianshing.

In this regard, the public comment on the site noncommittal, however, its recognition will not take the initiative to consumers on the unused purchase coupons refund.

Public comments after the interview apology

Yesterday evening, the public comments on the Consumer Security Committee interview incident issued a statement, said in the 182 complaints cases reported by the CC, the interview had been properly dealt with 177, the success rate reached 97%, and "another 5 single which has not yet been successfully dealt with, we are committed to handling the new law properly before the end of this month." We also wish to express our sincere apologies to the consumers who have caused the trouble. ”

For the "refund into their own pockets" argument, the public comments did not give a rebuttal, but argued that the interview will be published on the way, but the public comments on a number of ways to deal with. In addition to the "ex-post", the public comments and businesses also have "prior settlement", that is, the public comment on the cost to the merchant, once the customer has not consumed, most of the loss by the public comment on the commitment. For this way, there is no surplus money to be included in the public comment on the profit statement.

But Tang Jianshing said: "The problem of resolving complaints to the Council is not unusual." What we are concerned about is that there are still so many complaints about the elimination of the Protection Committee. The Consumer Insurance Committee is not a public comment on the aftermarket department, the interview just to urge it. ”

Interview and Confrontation

1. The "pack into the purse" vs. the "OX" calculation

Specific case: a consumer complaint, said February 9 in the public comments on the purchase of two Beijing West railway station South Oaks Hotel business Room, but to the hotel reservations when the hotel was informed that the contract period has expired at the end of 2013, and asked the public to review the refund and in accordance with the law of double compensation. But half a month has passed and only received a refund.

Another consumer complained that in February to stay in the public comment on the hotel, was asked to increase the price in Saturday, and the group buy agreement that February no need to increase in Saturday. Consumers refused to make a fare increase but were refused a reservation.

Legal basis: The new "Elimination Law" 53rd stipulates that the operator to provide goods or services by way of advance payment shall be provided according to the agreement. If not provided in accordance with the Agreement, it shall comply with the requirements of the consumer or return the advance payment, and shall bear the interest of the prepayment and the reasonable expenses which the consumer must pay.

Public comment response: There are some cases that do not allow refunds, because in the previous group buying activities, there have been "cattle" calculation of the situation. For instance, the movie ticket buys, hangs out does not have two days to sold, after the massive ox to look for the website to refund.

Yesterday, the public comments in its statement pledged: the public comments that 98% of the current purchase list support refunds, the other 2% do not support refunds are clearly identified on the page. In the new "Elimination Law" published, the public comments have also been for the site all kinds of physical groups launched a "7 days no reason to return goods" service. If you are not satisfied with the purchase of the physical category, you can call the public to comment on customer service calls or in the public comments on the website through online customer service to apply for a refund or replacement of goods, which refund will be the original way back, 3-10 working days to the account.

Specific cases: participate in the public comments group buying restaurant "one meter Sunshine" and no catering qualifications.

In addition, the public comments on the page of group buy 90% no real name and address of the merchant. To catering enterprises, for example, most buy only the name of the store, registered name and address are not marked.

Legal basis: The new law eighth stipulates that consumers have the right to know the real situation of the goods they buy, use, or receive services.

Public comments on the response: to participate in the purchase of businesses, the public reviews will audit the business qualification, confirmed that the merchant has a group buy posters in the merchandise. For the businessmen mentioned in the interview, it may be the "special circumstances" which are taken by the merchant at the stage of the bid for the new business or license, and the administration has to go back and check it. ”

For the company name of the logo, to catering for example, most customers only know what the name of the place to eat, if the name of the registered company, the customer will not go. However, future improvements will be taken to consider attaching the company name and address to the poster.

Public comments on the qualifications of the cooperative merchant has a clear audit process, the part of the application or update process of the merchant, will strengthen the audit in the future. If you encounter any problems during group purchase, you can call Customer Service hotline, customer service staff will be the first time to answer questions or to pay.

2. To the group buying business not to audit the obligation vs have "special circumstances"

Specific cases: public comments on a hot pot buy products marked "fresh seafood, all kinds of vegetables", but the on-site consumption found seafood is frozen goods, vegetables only 2 kinds.

Legal basis: The new "Elimination Law" 20th stipulates that the operator to provide consumers with the goods or services of the quality, performance, use, validity period and other information, should be true and comprehensive, not to make false or misleading publicity.

Public comment response: for the catering class group purchase, the public reviews staff will go to the store site visits, but it is difficult to ensure that the business to them and give the customer is the same thing. Public comments suggest consumers if this situation, on-site photo forensics, and then call the public comments customer service phone.

The public reviews customer service in the verification, will be the propaganda and the physical discrepancy and refused to correct the merchants to take direct offline processing, or even future cooperation, consumers will do the first payment, immediately arrange a refund or compensation.

3. Buy suspected false propaganda vs difficult to restrain group buying merchant

4. Unilaterally change the group buy contract vs need to go back to understand the situation

Specific case: A consumer said, on March 23 in the public comment on the network to buy 3 F1 China Grand Prix Shanghai station K stand Tickets 3 of the group buy package, but 24th public comments network said that can not provide related packages, and said only refunds.

Another consumer said that the public comment network in February 19-February 22 launched activities, the first use of micro-letter payment to buy any more than 20 Yuan group buy to reduce 20 yuan, but the February 20 group purchase goods and payment, did not enjoy the legislative minus 20 concessions. The public comment customer service said because of the activity is hot, has ended prematurely, and refuses to refund.

Legal basis: The new "law" 16th stipulates that the operator and consumers have agreed, should be in accordance with the agreed obligations, but the Agreement between the Parties shall not violate the provisions of laws and regulations. Operators to provide goods or services to consumers, should abide by social morality, integrity management, protect the legitimate rights and interests of consumers, not to set unfair and unreasonable trading conditions, not compulsory transactions.

Public comment response: Need to go back to understand the situation.