The disappear in occupying assist platform of official small letter 24 days of messages, 2019 first quarter countrywide disappear assist the organization accepts consumer to complain 189654 in all. Before complaining a quantity to rank 5 is respectively: After service 60812, quality 45455, contract 39506, publicize 12069 phonily, the price 7850. Electric equipment of family expenses electron kind rank business class to complain the first.
Chinese consumer society was combed 2019 first quarter countrywide disappear assist the organization is accepted complain a circumstance. 2019 first quarter countrywide disappear assist the organization solves 154568 in all, complain solve rate 81.5% , redeem pecuniary loss for consumer 337.3 million yuan. Among them, because operator has fraudulent action to get what compensate for doubly complain 905, double indemnity 5.32 million yuan. 2019 first quarter, various disappear assist the organization is recieved consumer calls in and seek advice from 420 thousand more than person-time.
Complain fundamental condition
From complain property to look, before complaining a quantity to rank 5 is respectively: After service 60812, quality 45455, contract 39506, publicize 12069 phonily, the price 7850. After service problem, product quality problem and contract issue still are to cause complained main reason, occupy the 75% above that complain gross.
Graph 1: By complain property to classify scale to pursue
From the point of commodity and service category, 2019 first quarter countrywide disappear assist the organization accepts business class to complain 82866. Among them, before complaining a quantity to rank 5 is respectively: Electric equipment of family expenses electron kind 22, 451 (27.09%) , dress shoe cap kind 14, 308 (17.27%) , and class of daily expense business, vehicle kind, building and building materials kind.
Graph 2: Kinds commodity is big complain a quantity to pursue (unit: )
2019 first quarter, countrywide disappear assist the organization accepts a service kind complain 100, 006. Among them, before complaining a quantity to rank 5 is respectively: Life society serves 22, 884 (22.88%) , the sale serves 19, 929 (19.93%) , internet serves 17, 827 (17.83%) , telegraphic service, education grooms service.
Graph 3: Kinds the service is great complain a quantity to pursue (unit: )
Dress shoe cap kind complain a circumstance
In addition, in disappear assist still released dress shoe cap kind complain report of circumstance special subject. Comfortable first quarter meet new year's day, Spring Festival day of two political integrity, customer is big to demand of dress shoe cap, complain accordingly also subsequently grow in quantity. Although dress shoe cap is common and daily articles for daily use, but the consumer when occurrence problem dimension advantageous position is not cushy.
The basis complains circumstance analysis, the problem basically centers in the following respect:
1, dress shoe cap kind product quality still wants promotion
The main problem that consumer complains has: It is consumer bought clothing appears inside short time fade, be out of shape, the ball since fabrics issue that affects dress; 2 it is shoe occurrence come unglued, fade, the quality problem such as sole broken.
Case: On March 15, 2019, sichuan province satisfies customer of peaceful city British county foliaceous gentleman is complained to prefectural consumer committee, say its bought a pair of shoe to was not worn all the time in some shoemaker on Feburary 1, but the problem of occurrence come unglued of the 5th day of shoe after be being worn, go this inn asks to change, the businessman thinks consumer had bought a month, cannot be shoe quality problem certainly, accordingly, reject to change. Prefectural Consumer's Committee is received after complaining, the staff member is communicated through phone and businessman, classics mediation, the businessman is consumer rehabilitate in time the problem of shoe come unglued.
2, after carry out " 3 packets " skimble-scamble, businessman acceptance difficult implementation
Dress shoe cap does not have 3 packets of regulations with unitary state, the part saved the Chinese system of weights and measures to decide local laws and regulations, but more it is acceptance of operator proper motion specific content. Consumer basically complains bought dress shoe hat to appear when quality problem, operator nonperformance sells commitment, reject the demand such as goods of exchange a purchase or maintenance, compensation. Nonperformance of operator of the part when shopping on the line returns goods responsibility 7 days without reason, because quality problem is retreated,reject to assume freight when exchange goods.
3, fake product much consist in is urban and rural copula and other places
Partial operator sells the dress shoe hat of sham famous brand, beguiling consumer, especially urban and rural copula and a rural area, superintendency force is weak, pedlar fluidity is great, contrast of sham product photograph is more. Inn of a few small-sized nets, operator law consciousness is thin, sell the hat of shoe of famous brand dress that copy risks technically.
Case: On March 6, 2019, consumer thanks a lady to be south the Fujian Province the some bazaar expenditure of county of city of smooth city riverside buys the clothes 200 yuan, discover the brand on the dress marks without Chinese after, its composition did not indicate already on tag, also do not have the specific address of manufacturer home, suspect its are belonged to 3 without the product, connection businessman processing is complained after refus by to consumer society. After through staff member of association of consumer of riverside city county investigation is mediated, the businessman wants refund returns money, both sides talks things over reconcile.
4, advertisement conduct propaganda and commodity label by " make a holiday "
The conduct propaganda that consumer complains asks the problem basically has: It is hypostatic businessman the respect description such as the fabrics composition to dress shoe cap, producing area is truthless; 2 be outside removing fabrics composition, source, be tagged the design that the businessman on the net returns pair of dress shoe hats, color, size phonily or tag not accurate, produce misdirect to consumer; 3 it is partial businessman with first raise up the price is hit again fold or depreciate wait for passport of false price sales promotion to cheat customer. As a result of the part " person of professional claim for compensation " complain in the light of this kind of problem more, the difficulty that settles dispute through mediation is greater.
5, wash it is difficult to catch dispute to compensate for a standard harmonious
Because the material of dress shoe cap is at present qualitative varied, ask to catharsis each are not identical, wash the person that catch a service to offer to be the cleaners that manages in a small way generally, equipment standard is uneven, from personnel of course of study specialization the level is like person meaning very much, some grooms at most a few weeks with respect to mount guard, in particular operation often because of non-standard and wash the dress bad.
Consume clew
Finally, in disappear assist warn broad customer: One, the good and bad are intermingled of market of dress shoe cap, quality stand or fall is differ, operator should take product quality seriously, production sells the product that accords with national quality standard, should take conduct propaganda and label management seriously particularly, strengthen after service level of management, enhance consumptive experience, the satisfaction that promotes consumer hard is spent.
2, consumer chooses credit to spend high normal market to buy dress shoe hat as far as possible kind commodity, want to fall on the character to verbal commitment of the businessman, the attention understands the credit that the home sells on the net and evaluation, whether is microscope commodity put in the flaw, reservation is good shop the consumptive proof such as small bill, discover problem hind takes a picture in time reservation evidence.
3, the cleaner's that consumer should notice it is better to choose normal, credit, clothings true condition, especially special catharsis requirement tells operator clearly, send to operator after washing a proof to affirm carefully, sign. Check seriously face to face when resumptive clothings, lest after the event produces needless consumptive issue.
