People's Daily Online, Beijing, February 19 (Reporter Yang Wenyan) Today, the China Consumers Association announced that according to the statistics of the National Consumers Association's acceptance of complaints, in 2012, a total of 543,338 consumer complaints were accepted, 505,304 cases were resolved, and complaints were resolved. The rate was 93.0%, which saved the economic loss of 564.43 million yuan for consumers.
The China Consumers Association pointed out and analyzed the top ten hot spots of consumer complaints in 2012:
(1) Network group purchase traps are more affordable
In 2012, the National Consumers Association accepted 39,005 sales service complaints, a year-on-year increase of 28.5%. Among them, 20,454 online shopping complaints accounted for 52.4% of sales service complaints. Many operating group buying websites, due to the lack of strict review of the qualifications of merchants or individuals who stay on the website, lack of management measures, and remedy after the event, some operators lacking integrity use the advantages of online shopping and the lack of face-to-face The troublesome mentality provides consumers with products and services that are seriously inconsistent in quality. For example, in June 2012, Ms. Li purchased two group coupons for the “brother combination beauty salon†on a group purchase website. During the consumption of the studio, the hair stylist strongly recommended that the recharged 300 yuan membership card. On October 11th, the consumer received a text message from the website saying that the studio would suspend the service due to business adjustment, and the website will refund the unpurchased group purchase coupons. Consumers searched the studio and hair stylists and found that the studio people went to the building and the hair stylist could not be reached. After investigation by the Consumers Association, the group purchased the website did not provide the business license and health permit to the website when reviewing the qualification of the studio.
(2) The level of after-sales service of home appliances is uneven
In 2012, the National Consumers Association accepted 23,436 complaints concerning the after-sales service of home appliances, accounting for 18.6% of the total number of complaints about home appliances, second only to complaints about quality issues. In recent years, the Consumers Associations at all levels have conducted investigations and comments on the inequality format contract clauses in the after-sales service of some home appliance industries, which has aroused great concern from the society. In particular, the 2012 review of Apple’s service terms has been strongly influenced by consumers. Identity. According to incomplete statistics, the National Consumers Association accepted 2,170 product complaints from Apple in 2012, of which 25.6% of complaints related to after-sales service were higher than the industry average of 7 percentage points. For example, the father of a college student, Wang, bought her an Iphone4 mobile phone from Hong Kong. In less than a month, the phone screen display sometimes appears when there is no such thing. When she gave Apple an authorized service point service staff, the service staff informed that if there was no telephone or online appointment, the service could not be provided. For the second time, because of the school, she was half an hour later than the appointment time. The service staff told me that she was not there. The third time she clicked, the service staff said that because her mobile phone was not purchased in mainland China, she did not enjoy the mainland warranty service.
(3) Minimum consumption of catering to promote table waste
In 2012, the National Consumers Association received 8,595 complaints about catering services, including 1,339 complaints about price issues, accounting for 15.6%. The number of complaints ranked among the top of service complaints. Some catering operators have adopted the marketing methods of minimum private room fees and minimum per capita consumption, which has made consumers' consumption demand unrealistically high, which has caused table waste to a certain extent. For example, on September 10, 2012, in the catering complaints handled by the Tianjin Municipal Government to the City Consumers Association, netizens reported that he was told after spending in a private room booked by a restaurant in Tianjin that the restaurant did not provide free tableware, the hall. According to 1 yuan / set, the single room is 2 yuan / set, and the minimum consumption in a single room is 500 yuan. The catering industry should take the initiative to standardize its own business behaviors, remove the “overlord regulations†that restrict consumers' rights, and actively promote “practice saving against waste†with practical actions, and serve as a reasonable and a la carte and nutrition catering consultant for consumers, in order to save resources and protect The environment contributes.
(4) Bank service card in service management
In 2012, the National Consumers Association accepted 1,905 financial service complaints, of which bank card services accounted for 60%. In credit card service complaints, more than 30% of complaints related to after-sales service issues. The main problems that consumers report on banking services are as follows: First, after some consumers first apply for a credit card, the bank does not open the card for the consumer to confirm the annual fee; second, after some consumer credit cards expire, the bank does not The consumer agrees to send the new card and open the card to collect the annual fee; third, a few banks deduct the annual short-term notice fee from the account without the consumer's consent; fourth, a few consumers find that their bank account balance appears free. After the increase or decrease, it was told that it was the bank’s normal accounting behavior. The banking industry still has a lot of work to do in standardizing services, strengthening management, and ensuring the safety of consumer funds.
(5) Cable broadband network access is difficult
In 2012, the National Consumers Association accepted 21,037 complaints about Internet services, a year-on-year increase of 1.9%. Among them, 16708 complaints about network access services accounted for 79.4% of Internet complaints. The main problems reflected by consumers are: slow use of faulty service, low speed of broadband network access, and frequent drop of wireless network connection. For example, on April 1, 2012, Mr. Li, a consumer in Guangdong, successfully completed the annual broadband network access service that upgraded 2M to 4M in the online business hall. Until the beginning of May, network operators officially upgraded to 4M for consumers, but the network connection frequently failed, and it could not be cancelled after repeated debugging by technicians. On June 11, the network operator agreed to the consumer refund, but deducted the monthly subscription fee for May and June.
(6) Many high-priced liquor counterfeiting problems
In 2012, the National Consumers Association accepted 1,038 complaints about liquor, and one out of every five complaints involved counterfeiting, which was much higher than the proportion of complaints about counterfeiting of other categories of goods. Some operators use the banner of monopoly to sell counterfeit cigarettes and alcohol to consumers, and to obtain illegal benefits. Some high-priced wines have become the hardest hit areas, causing many consumers to be deceived. For example, on January 4, 2012, Mr. Qing complained that he bought 7 bottles of Moutai at a price of 1,880 yuan per bottle at a tobacco and alcohol store on December 31, 2011. The taste is wrong. According to the manufacturer's identification, the wines purchased by consumers are counterfeit products.
(7) High concentration of complaints about housing contract disputes
In 2012, there were 2,448 contract complaints received by the National Consumers Association, up 11.7% year-on-year. The annual acceptance of housing contract complaints accounted for 32.5% of the total number of housing complaints, which is much higher than the proportion of complaints about other commodity contracts. In the complaints about contract issues, the problems reflected by consumers are mainly: some developers violate the contractual agreement, and the “deposit†collected from consumers in advance will not be refunded, let alone double refund according to the fixed amount; some developers are free. Delay the delivery of the house and apportion unreasonable expenses to the consumer. For example, in October 2011, 220 consumers, including Ms. Yin, a consumer from Guizhou, jointly complained to the local consumer association that the local developer had delayed the delivery of the house in violation of the contract and charged unreasonable expenses such as water and electricity installation fees. After repeated investigation and mediation by the local consumer association, until August 2012, the developer finally compensated for the delayed payment of 2.26 million yuan, and refunded the unreasonable hydropower installation fee of 210,000 yuan.
(8) Family car before and after sale, big face change
In 2012, the National Consumers Association accepted 7,755 complaints about family cars. Quality, contract and after-sales service are the three major problems in home car complaints. Among them, 19.3% of complaints related to contract issues were the most concentrated commodity disputes after housing complaints; complaints about after-sales service for family cars accounted for 17.7%, which was also higher than the average of other goods and services. Some car operators pre-sales induce consumers to pay down the deposit or increase the price. Once the car delivery has "difficulties" or problems with the quality of the car, the operator often refuses to take responsibility for various reasons. The national "three guarantees" regulations have been promulgated, and relevant automobile production and management companies should do a good job in serving consumers with car quality safety and after-sales service, and actively assume the responsibility of protecting consumers' rights and interests.
(9) Electric bicycle service is seriously lagging behind
In 2012, the National Consumers Association accepted 26,348 complaints about transportation, an increase of 11.6%. In the year, 2,100 complaints about electric bicycles were accepted, and complaints involving after-sales service issues accounted for 40.6%, which was much higher than the proportion of complaints from other categories of goods. The quality of electric bicycle batteries is poor, the number of outlets is small, the service level is low, and the maintenance parts are expensive. For example, on June 10, 2012, Shandong consumer Mr. Shang complained to the local consumer association that the electric bicycle he purchased had just been used for seven months, and there was a problem that the wheels did not turn. In the following two months, he sent it to the after-sales service network for maintenance three times. The longer the repair time, the longer the repair, and the third repair was still not repaired for 15 days.
(10) The quality and safety of children's products must not be sloppy
In 2012, the National Consumers Association accepted 4,038 complaints about children's products, a slight increase year-on-year. Among them, 69.8% of complaints related to quality problems, especially in infant milk powder complaints, 78.2% of complaints are related to quality problems, far higher than the proportion of complaints against other categories of goods. In the quality problem, the milk powder reflected by the consumer has relatively more foreign matter, deterioration, and agglomeration. The proportion of children receiving 426 complaints of toys and 197 children stroller complaints, more than one percent of complaints related to safety issues, security problems or security risk is much higher than the proportion of other categories of goods complaints, prevention of children's products Quality and safety risks require the joint efforts of the whole society. 
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